Complaints

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.

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The fire alarm woke my family up at 1:30/2 am, I called down and they said it was not a drill. I had to wake up my baby and son and my husband who has a disability and was barely able to walk. It took us 2 hours to get the kids back to sleep. housekeeping started knocking on our door at 11 I told them we had a late check out until 12 but we were up til 5 per the fire alarm, I asked if we could have until 1pm. They advised she had to ask the GM and would call me back. I didn’t receive a call but housekeeping knocked again and stated they tried calling our room and the phone was off the hook and they couldn’t reach my phone listed on my account. I advised our phone was not off the hook and the phone on my account was my home phone. I told them we were packing up as fast as we could and the kids were finishing eating. One minute later we get someone beating and kicking the door. I answered and advised we were packing up as quickly as possible. She said she was the supervisor and we needed to leave NOW! She had a manager on the phone listening. I again told her that we were packing up as fast as possible but keep stopping to answer the door. 2 minutes later the manager is at the door saying I was yelling at her employee. They both said we can’t stay until 1pm and we needed to leave. I went on to make sure they knew we were up all night with police and firefighters in the building and we were doing our best. They continued to argue with us we got a cart and got out of the room as fast as possible. My son is terrified and crying because he’s afraid. To accuse guests of leaving the phone off the hook and not answering their home phone is ridiculous! The housekeeping staff was unprofessional and the manager on duty was even worse. Then we receive an email receipt with a $50 charge for late check out even though the extra 45 minutes was spent being harassed and yelled at to get out! I was never told we would be charged while waiting to see if we could have additional time.

  Business Response

  Date: 12/01/2023

  Checkout is at 11:00am, we let her extend until 12:00pm.  She then asked for a later checkout but due to housekeeper waiting on that room to clean and it needing to be cleaned for next guest, we could not extend.  We tried to call the room, but guest took it off the hook and we also tried to call guest personal phone.  She tried to say phone was not working but she had called the desk from that room, and we also went to the room after she left and called the desk, and it worked fine. The guest did not leave at 12pm like she was supposed to.  We knocked on her door at 12:40 and she proceeded to cuss and yell at the housekeeper while I the GM was on the phone.  I went to the room, and she then cussed and yelled at me and pointed her finger in my face.  She did not leave this building until 1:05 and stopped at the desk to speak her mind to me again.  They also left food all over the floor and crumbled up muffins on the tv stand.  I have pictures of room as well.

  Customer Answer

  Date: 12/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: they are blatantly lying. I have called the corporate office to request the camera footage be reviewed. I never said one curse word. I was in town cleaning out my mother’s house after burying her the week before. I was up all night with my children after fire alarms were going off and scaring them. I never took the phone off the hook. The phone in the room called out but we never received any calls. Ever! The day before when I had a question, I came down after not receiving a response. They called my home phone she told me the voicemail wasn’t set up. I couldn’t answer from another state. They kept beating on the door and harassing my family after assuming I took the phone off the hook. I stay at Hilton hotels every time I’m in town. I would never behave the way they advised. As for the room, it can be verified with housekeeping that I was cleaning my own room during my entire stay, borrowing cleaning supplies from them. My 1 year old crumbled one muffin as we rushed her out of the room. They took things too far and once the footage is reviewed it will be obvious. I stopped at the desk to advise her the phone wasn’t receiving calls and she told me I could get out. It should all be on camera. I will never stay at another Hilton hotel in any city. I was grieving and then mistreated while spending money. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 12/06/2023

  There will be no refund for this guest.  I have witnesses to what happened, and I also provided pictures of the room after guest left.  This has also been turned in to Hilton.  Yes, we have cameras at the front desk, but the incident occurred at the door of the room in which we do not have cameras there.  Anyone is welcome to the footage at the front desk.  I am more than happy to provide that.  There is video but no audio.