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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello, I am reaching out because of our absolute horrible stay at the Hilton. We came to The Hilton Garden Inn Grand Rapids, and had the worst stay Ive ever had in a hotel. The front desk lady was snotty, and rude to us from the beginning. We checked in and my husband and I took our 4 children down to the pool to swim. We then left the pool and went back to our room to get changed. It was 5PM ON SATURDAY, spring break weekend. A manager came to our room stating that we needed to quiet down because the people underneath us were complaining. It was 5 on a Saturday!!!!!!! There were kids running up and down the halls. This lady then told me that I either needed to take my kids back to the pool, or we needed to pretty much leave for the night. So we went to dinner, because I didnt even want to be in our $200 room that we paid for!!!! We got back, and the pool was completely shut down. For hours!!!! The lady told me it would be up and running at 8am, so when we woke up I asked why it wasnt opened up yet, and she said it would be open soon. 11am comes around and she tells us we cant swim and we needed to check out and leave. My kids were able to swim one hour total. I asked for an extra pillow and blanket and she said you can come to the front desk, we dont have chaperones to bring you sleeping bags. I complained to a manager the following day, and she told me she would refund me my room back, and now nobody will answer my calls. Ive called the general manager as well as the woman who told me she would call me back, and nobody has contacted me back.Business response
04/18/2022
Hello *****,
I received this response to complaint ******** from the Assistant General Manager of the hotel property who was directly involved with this issue:
On April 2nd at approximately 5pm, our front desk received a noise complaint from room 237 concerning the room above them 337. A manager left the front desk area to discuss the complaint with room 337. She knocked on the door and informed them that we received a noise complaint, that although it wasn't quiet hours till 10pm, she was just asking them to be aware and to minimize any noise. She did suggest that the family may want to go downstairs and enjoy the pool area. But she never said anything about potentially removing them from the hotel. A while later, room 337 called the front desk to discuss the issue once more with the manager. The manager was very cordial with an explanation that she didn't mean to come across as though she wanted to kick them out, only that it is our policy to address all noise complaints and we were just asking them to quiet it down some so as to be respectful to the other guests in the building.
Unfortunately, the following morning our pool was closed due to a maintenance issue to protect our guests. This closure remained until the early afternoon. Upon the 11am check-out, the guest did speak to our Front Desk Manager. She listened to the guests complaints and provided the business cards for both the previous night manager as well as the Assistant General Manager for follow up since the guest was in a hurry to leave. However, at no time did the Front Desk Manager offer to refund the room. The Assistant General Manger phoned the guest the next day and spoke to them about the issue and reiterated that there was no ill intent when addressing the noise complaint. An apology was extended for the inconvenience of the pool closure as well as an offer to refund the charged room rate by $50, which was completed that business day.
Thank you,
******************* | ******** Operations
3380 ***********.
***********, ** 49426
T: ******************
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