Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Front desk woman (black with a wig, older) betrayed us and gave us the worst experience. Threatened to call the cops on me and my mom for asking for a manager when she began yelling at us for simply letting her know we went back up to our room after we checked out to grab my watch. I asked her BEFORE and she let me go and said someone would meet me. They didnt so I went in. On my way down I let her know I went in even though no other person met me up there, but I found it. She told me I didnt need to wait for someone and that she told them what to do and began escalating her volume and tone for no reason. I looked at her I. Disbelief and said excuse me? She went OFF! We tried to call and ask for a manager and she screamed at us shed call the police if we called back and then continued to hang up on us.

  

  Business response

  10/17/2024

  Could you please tell me the date and time the incident allegedly occurred so that we may investigate it farther?

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The check in date was September 14th and we stayed one night. We had an issue with the ** not working and were given the run around on when a maintenance man would be there to look at it. I made the first call around 8:30 pm and had called 4 times over the next 1 hour and 45 minutes. Each time I was told they would be there shortly or they would be there in 20 minutes and so on. Around 10:30 pm I told them after they said it would be another 10 minutes that I was just going to be going to sleep and I would be complaining about there customer service to the ********************. Also our toilet had to be flushed by lifting the lid off the toilet and pulling the chain because the handle didn't work. I told the front desk person about that the next morning at check out but she acted like it was no big deal. My wife works at a hotel and she felt that we should have a reduced rate for the night but the front desk person said that she could not do that. We were very disappointed of the lack of concern on how crappy the room situation was for us. You pay for a room, everything in the room should be functional.

  

  Business response

  09/19/2023

  ******************,

  I apologize for the dissatisfaction associated with your stay at the Hamilton Inn Select **************** in *************. Its our goal to provide each guest with the most accommodative experience possible. When you notified the front desk of the hotel about the issue with your TV, they did inform the maintenance staff immediately. At that time, they were rectifying another issue at the property, and your issue was the next thing on their list.Additionally, the front desk was not informed of the issue with your toilet, or else they wouldve notified maintenance of that as well and it wouldve been easily taken care of. Im glad the issues did not prevent you from staying until check out time on the day of departure. As a token of our appreciation for your patronage of the Hamilton Inn Select Beachfront and an apology for these issues, Id like to offer you a gift certificate for one free night stay,when expected occupancy is less than 80%, valid for two full years. I hope you accept this resolution so that we may provide you with an exceptional stay in the future. 

  Customer response

  09/19/2023

   
  Complaint: 20617499
  
  I am rejecting this response because:  I don't want a free room that is only available when the snow is blowing. I am not asking for a free room now. I just think you could reduce the price we paid because we did not receive a room that had things that should be functional on an every day basis when a room is being rented out to customers. The ** is probably one of the main things expected to work in a room regardless of maintenance being to busy to make it to our room. I would think that should be added to one of the checks that the room has been okayed for customer use. Power on, works, power off. 2 seconds to make sure your customers are happy.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/19/2023

  I'm sorry but the gift certificate is the best that I'm able to do. 

  Customer response

  09/19/2023

   
  Complaint: 20617499
  
  I am rejecting this response because: Fine, I know you can do more but you refuse to do so. My wife works in a hotel and she it done all the time when there are things not working for their customers. I'm 57 and this is the first time I have ever complained about the service of any hotels, and I've been in some that were not good. For that matter, this the first time I have reported anybody to the BBB. I guess if you don't care about your guests, I will leave at that.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called the hotel ************** before the reservation to change the date to a future date because I had a medical issue and couldn't drive up September 1st and each time I was told that they will cancel the reservation and "cooperate" will take care of the refund and re-scheduling but that was not the case. I call them aging after the weekend and now the story changed and they said they can't move the reservation to another date and they will not be refunding me for the stay that never happened. This place is very fraudulent business that preys and take advantage of customers and needs to be investigated.

  

  Business response

  09/07/2023

  Good morning,
  
  Im sorry to hear of your dissatisfaction regarding your late cancellation of a reservation of yours at the Hamilton Inn. I have researched your complaint thoroughly to ensure that proper procedures were followed by the front desk staff at the Hamilton Inn, and it seems that the situation was handled correctly. Your family member, *************************, called the Hamilton Inn on August 29th to book two hotel rooms (one in his name, and one under yours *****), with arrival set for September 1st for his reservation and September 2nd for yours. I personally listened to all phone recordings regarding these reservations and confirmed that the front desk staff informed ***** of our 72-hour cancellation policy prior to the date of arrival,in which a cancellation inside of that 72-hour window will be charged for the first night stay, plus tax and fees. He acknowledged and agreed to this cancellation policy prior to completion of the reservation.
  
  ***** was called by the Hamilton Inn on September 1st to confirm his arrival time for his reservation that day. He confirmed this and the call was ended. Later that same day (September 1st), ***** placed a call to the Hamilton Inn to inform them that you would not be coming for your reservation the next day (the reservation that he had booked under your name *****), as a member of your party was not feeling well. The front desk staff informed ***** that your reservation was past the 72-hour penalty-free cancellation period, which he had agreed to when booking the reservation, and would be charged for the night stay plus tax and fees. They then told ***** that they would not be able to cancel this reservation penalty-free, nor would they allow for a rescheduling of the date of arrival, as this is against their cancellation policy. They gave ***** the phone number for the corporate office of the Hamilton Inn to attempt to find another resolution.
  
  ***** placed a call to the corporate office of the Hamilton Inn and explained the situation to me. While I was sympathetic to his situation, I again informed him that unfortunately the reservation was past the penalty free cancellation period and would be charged for the first night. The hotel had held this reservation, and likely would experience a loss of revenue due to this hotel room not being able to be rented in such short notice, hence why there is a cancellation policy. I did then offer a gift certificate for a future free night stay as a form of reconciliation; however, ***** declined this offer.
  
  In conclusion, your reservation was canceled past the 72-hour penalty-free cancellation period, which was agreed to when booking the reservation, and therefore the hotel charged you for the one-night stay, as is hotel policy. No further reimbursement will be processed.
  
  
  
  Sincerely,
  
  
  *************************
  Customer Service Representative
  ********************** Beachfront

  Customer response

  09/07/2023

   
  Complaint: 20565044
  
  I am rejecting this response because: The front desk told me that when I call corporate they would refund me the money with a penalty as stated in the terms or I call corporate and get the full amount when I call them on Tuesday. 

  They never said that I would not be refunded until 3 days after the date. Also in your statement you are lying because the reservation booking were made on two separate days not the same day. 

  The terms state that if you cancel within the 72 hour period you can get a refund but with a penalty which in this case you just took all my money and issued no refund at all. 

   

  
  Sincerely,
  
  *************************

  

  Business response

  09/11/2023

  That is incorrect. I listened to every phone recording and that was not at all how it was framed. The front desk informed you that the reservation was past the 72-hour penalty free cancellation period, and that the penalty of the first night stay, which you agreed to when booking the reservation, would be charged. There was never any mention of a refund by any means. The cancellation policy is very clearly stated and defined. The front desk followed hotel procedure correctly, and you were billed according to the reservation agreement you acknowledged and agreed to. 

  Customer response

  09/12/2023

   
  Complaint: 20565044
  
  I am rejecting this response because: I have a recording of the front desk person saying they will give me a refund but now they are switching the story. I'm sure I'm not the only person and frankly it's sad that this happens. 
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩