ComplaintsforHilton Myrtle Beach Resort

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On April 7th I checked into a Ocean front room **** only to find out that our AC was broken. I spoke to Manager **** and he moved me around 8:00pm into a better looking room. After dealing with the hassle of moving into another room, my wife ******************************* and I went out to enjoy the town. We arrived around 1:00 am and turned the heat on and went to bed. At at around 7:00am I was calling the front desk complaining of the fact that is was freezing I. Our room. The Heat didnt work in this room. I made 3 attempts via phone to receive help and assists, only to be left in that cold room where I have proof of the freezing room temperatures in my phone. Around 8:30 I went down stairs and asked for a manager. I spoke to ****** who apologize and said that I would have to contact Booking.com to receive a refund and that he will note and document what took place. Booking.com made an attempt on 4/7 and 4/8 from Hilton hotel and both time have been told that a refund should be issue soon but not today. Mr. ****** assured me that he will release the funds as soon as Booking.com contacted them. Booking.com also sent 2 emails to Hilton with virtual links to release the refund and they still have not done so. This has me frustrated and makes me feel used and scammed. Please help me. Because ****** for one night and to have 2 rooms assigned to me that were unacceptable is not fair.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked an ocean front king room but unable to enjoy it at all as balcony was so small it was extremely dangerous for more than one person at a time to be out there. The railing was also not sturdy & they had recently refilled several holes around the leg section on each side. Bathroom in the room is atrociously small. This is on-par with the smallest hotel bathrooms I've ever been in. You can't comfortably use the toilet and it's impossible to have two people in the bathroom at the same time. The room entry door had such a huge gap that you could see outside and inside by just peeping out. This is why the AC was running nearly-constantly; the humidity in the room would get really intense if we weren't regularly running the AC which made noise all night. Tried to get help from front desk daily to no avail. Contacted CS via website but to this day noone ever called me I'm a Hilton honors member and usually pretty satisfied, but this visit definitely left the Hilton reputation tarnished.

  Business response

  10/15/2021

  Business Response /* (1000, 14, 2021/09/01) */ We followed up w the guest and addressed the issues. Guest was happy w the resolution.

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