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Business Profile

Hotels

Home 2 Suites by Hilton Temecula

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:05/28/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This dispute involves unauthorized credit card charges due to a dispute at the hotel. After the hotel did not clean the room due to their stated policy, I complained to the management and left an unfavorable review online. I also had to call Hilton ******** care who forced them to clean the room after the lied and said there was an unattended pet in the room. I also booked a nearby hotel and went downstairs to request the change in my check out date. In retaliation and without my knowledge and consent, the hotel staff ***** who claims he is the manager charged my card ****** plus taxes instead of the rate that I had which I booked which was $178 plus taxes. On checkout I noticed the change and hotel staff said they did not have authority to make changes. They are claiming this is their holiday rate when I already have a documented reservation with the rate.

    Business Response

    Date: 06/04/2024

    Thank you for sending this over to **, we understand the guest frustration. However, the rate that was provided to the guest as attached was based on 8 nights, we are an extended stay hotel and if you stay 7 nights or longer this discounts each night for you so that your rate does not increase over the weekend. However, due to the guest departing only 2 days into her reservation the rate does adjust based on the number of nights here. This was a Holiday weekend, and the rate was higher due to the weekend rate. This guest had been accommodated to more than once while here as we wanted to make her stay comfortable, from changing her room type (as she had over 4 reservations with different room types, we wanted to ensure she was able to stay in her same room as to not cause any disruptions in her stay.) ***** had a pet in the room with her, this did not allow us to provide HSK service to the guest room. Once the pet was removed our HSK Manager personally went up and addressed the room and cleaned for the guest. The guest has posted negative reviews on multiple sites claiming that this was done due to racial issues, which is not the case in anyway. We have responded to the guest each time and continue to not hear anything further from her. 

    Customer Answer

    Date: 06/04/2024

     I am rejecting this response because:

    The response by the business is filled with inaccuracies.

    First this was not a long term stay rate. This was a Hilton Honors SEMI FLEX rate is clearly written on the reservation that I uploaded. The manufactured $409 rate was put in AFTER THE TWO UNFAVORABLE REVIEWS AND NEVER COMMUNICATED VERBALLY OR WRITTEN. Second, the statement that accommodations were made is also inaccurate. The hotel placed us in a hearing-impaired room when no one in my party is hearing impaired. Third, the room was cleaned ONLY after calls were made to Hilton Honors customer service. ********************** Honors customer service made them clean the room.  There was no pet unattended in the room. My 14-year-old daughter was in the room with the pet at all times. 

    THIS WAS CLEAR RETRIBUTION AND RETALIATION AND I NEED TO HAVE MY MONIES REFUNDED.

    Business Response

    Date: 06/10/2024

    Thank you for reaching out once again, the rate that they guest provided per her confirmation was for an 8 day stay, anything past 7 days is considered a long term stay with our extended stay hotel. This was verbally communicated to the guest, however due to any miscommunication we have refunded the guest the difference of $258.74 the receipt is attached above as well. I assure you that the price difference was only based on the above as our team did everything we could to try and accommodate the guest. The guest original reservation was booked through us with the hearing accessible room, they guest had another 6 reservations coming in back-to-back and our team did move her other reservations to the hearing accessible room to ensure that the guest was not disturbed during her stay and have to move rooms as each stay had a different room type booked, we did communicate this with the guest as well. 

Home 2 Suites by Hilton Temecula is NOT a BBB Accredited Business.

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