ComplaintsforLodging Hospitality Management

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged twice for a single stay as a single traveler at the Hilton at the **********I received a billing statement for my stay in the amount of $1102.39 (which was correctly deducted from my credit card), but never received the 'security hold' of $800.82.I have contacted the hotel multiple times, as well as Hilton Corporate but have not received any response or resolution on this issue/billing error.I have uploaded my credit card statement highlighting the 'security hold' transaction as well as the hotel bill (also showing charge on the same credit card statement on the same day).

  Customer response

  08/07/2024

  My complaint has been resolved.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Room found in dirty condition ; heat not working spoke to front desk she sent Devon to fix it but i was already unsatisfied and cancelled the rest of my hotel stay. Dirty bathroom tub; mircowave and mirrors; stain bed sheets and pillow cover. Dirty elevators and stained floors Charged a different amount then i confirmed

  Business response

  11/12/2023

  Hi,

  I have responded directly to the guest and have issued a full refund.

  Thank you.

  Customer response

  11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My friends and i came to this place to celebrate my 44 bday.at first everything was ok .we ordered are food but are wings were really not cooked all the way through.we asked another waitress because i couldn't find ours to swap it out for a something different.she said ok and took back the wings.Next thing i know our waitress{Samantha} Came back to our table to tell us that they don't swap out different food items for other items nor give refunds. i said ok well what about the food i just returned.she said there was nothing she could do.So i asked to speak to the manager,He simply took care of it no big deal.Problem solved i thought. Until our waitress ******** comes back over aggressivly telling us that if we need anything further we would hv to go to the bar and that she wasn't gonna tolerate us anymore.At that point i became angry because her manager had solved the problem . we were not rude to anyone.We just simply asked for something different. She went and told her manager that i wanted to fight. That was a complete lie. so then the manager and security removed us from there place of buissness.I have never in my life been so embarrassed . We tried to explain that it was ******** that was being unprofessional and rude.They wasn't trying to hear anything a whole group of people were saying. back to the order of wings. we have a reciept for 20.00 for them the credit card statement is saying 43 n some change.So ******** must of took it upon herself and added a tip .She didn't hv permission nor did i give her one after her behavior.

  Business response

  05/31/2023

   I was the responding manager on the night in question. The woman, who had an issue with the wings, was actually upset about the wings that another guest ordered. The complaining guest was with a male companion who enjoyed his wings. This was a group of 8-10 guests. It is our policy to add gratuity to parties of 8 or more. The guest who did not enjoy her wings, said nothing to staff about any issues. They guest had paid cash for her wings. I was able to get the guest a replacement food item, despite the kitchen being closed at this time. The guest was very argumentative and was not speaking calmly to her server. I was informed by security and Samantha, that the female guest had run into Samantha, shoulder first, in an aggressive manner. I attempted to speak to the female guest and her male companion about the aggressive behavior. The two guests were argumentative, at first, and continued to talk over each other and at me. I asked them to speak to me one at a time and have a calm conversation. The female guest was not cooperative. After more than 15 minutes of attempting to resolve the issue, I asked the couple to vacate the property. The male guest remained calm but the female did not. I apologized for the situation and explained that I felt it was for the best to continue the event elsewhere. They left without further incident. The wings were replaced in order to satify the initial issue. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was at the hotel on Sat at a banquet. The issue was with the food. When I received my sirloin. it was red inside and was horrible. I told the manager. I could not eat the steak. The steak was hard and look They did not give us any rolls until after everyone was done eating. They were frozen and hard and could not be eaten. I was in shock. The chocolate cake was extremely black and no one to eat it at the table. There was too much chocolate in the cake. She promised to bring a carrot cake and did not. They had one person working the bar at this affair of 200 people. I was so discouraged. None of my concerns were met. I paid $45 for my ticket to this dinner and ended up buying my own meal. She offered me a free buffet breakfast but the bacon was burnt and the eggs were hard and cold.

  Business response

  02/13/2023

  We would love to respond but we need to know the name, location and event the consumer was attending.  

  Customer response

  02/13/2023

  I was at the ****** *** ***** ******* on January 29th for the  *** ***** ** *********** banquet.  The *** Arranged the banquet at the hotel.  The food was horrible.  Again in addition to paying for the banquet dinner that i couldn't eat I had to purchase dinner at the hotel.

  Business response

  03/02/2023

  Good Evening,

   

  I wanted to share the email I sent to the customer for complaint #********. We are writing a check for her in the amount of
  $45.00. Please let me know if there is anything else you need on our end to close this case out.

   

  I appreciate it.

   

   

   

  **** ********* *** ********

   

  I wanted to follow up with the comments you shared with the Better Business Bureau on the quality of food you had during your time with us and the experience with the bar for the event you attended. This is for the night of January 29^th and the event was the *** ***** ** ********* ********

   

  I understand how frustrating this must be for you. I know when I attend an event I expect my food to come out the way I want it and when it doesn’t I become disappointed. It saddens me to hear of your experience with our hotel and I am very sorry. I did address with my F&B team so we can better our services.

   

  Although you did not pay us directly for your meal, you would typically go through your group ***** for a refund. However, it would be my pleasure to make a onetime exception and write a check for you in the amount of $45.00. Can you please verify if the address *** ******* ****** ********* ** ***** is correct to send the check to?

   

  Again, I am sorry for your experience at our hotel. I hope you enjoy the rest of your day.

   

   

   

   

  ** **** ********   ****** ******

  Customer response

  03/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩