ComplaintsforHampton Inn & Suites at Peabody Place

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Checked into hotel room on 12/9/2021 around 2pm..Started to put things away in refrigerator and noticed it was filthy.. Went down to front desk & asked to be switched to a different room and was quickly told we can have someone come up and take care of it.. I said ok... After fridge was cleaned out went to car to grab the rest of my belongings and went back to the room.. Checked the microwave and it had hair in it.. Magnetic strip for dbl door entry into bedroom was broke... Massive fingerprints on balcony glass, stain and dust build up on chair in sitting area.. I paid 370$ for 1 night and I should not be going through this.. So I called corporate and spoke with them.. They told me the hotel had until Saturday December 11 to rectify.. Went down to speak with GM and was offered a comp of 20$ for Parking and Hilton Honors Points.. Told him I wanted a refund on the room in cash... Was told since I prepaid for the room that there couldn't be a money refund whick absolutely makes no sense.. So you can pretty much just get $ upfront for a room and give that customer trash and they can't do anything it but just be given points to use toward another financial purchase.. That's ridiculous.. All I wanted was a clean room and that seems to be asking too much.. Not like I'm looking for a anything for free but to spend almost 400$ and to get a unacceptable room is not fair to consumer.. Then to be told because I prepaid I can't get a money refund is absolutely ridiculous...

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/16) */ This case is closed and we will not provide further responses on this matter. As Mr. ******** described, we told the guest that he had prepaid for this reservation with Hilton Corporate HRCC Reservations, therefore, our establishment received no direct payment for this room from the guest. We offered complimentary parking as well as adding enough HHonors points to the guest's account to match the amount the guest paid for the room. The guest could use those points for a free night at any Hilton establishment. The guest then got irate and demanded cash. We then ended the conversation as the guest (Mr. ********) walked away and yelled "***** *** ************" in front of a lobby full of other guests, staff and visitors. We allowed the guest to stay after this vulgar and aggressive altercation, so that the guest may enjoy his evening in Memphis. Consumer Response /* (3000, 7, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this because it's false... Do you really think a business would tolerate a guest verbally abusing anyone in the establishment, guest or employee and then to say we wanted to make sure the guest who was acting in this manner had a good time, be for real. At the expense of employee's and guest.. The manager did state that he would be willing to give points but did not state anything more specific than that.. If he would have stated that I would receive points that would grant me a free night on my next rvsp than I would have maybe considered that. If the hotel felt they provided a well experience for the guest why not charge that guest for parking.. I didn't come to Memphis looking for anything free. But expected to receive a room that was worthy of 370$.. When I called Hilton honors they stated they couldn't refund because I paid the hotel directly through their website. So what they responded with does not align with what customer service of Hilton honors stated... This is ridiculous a bbb accredited business could treat customers like this.. Like I dirtied up the refrigerator, Put hair in Microwave and broke magnetic for double door to close before I checked in.. This room was trash before checking in.. I spent 900 for NBA tickets, 250 for dinner at 117 Prime for 2 but I'm looking for a free room...Ask yourself.... I will reach out to corporate again and see what can be done . Just sad a repeat customer would receive this kind of service... The response from business is purely unacceptable and false in parts... Complaint Response Date bumped because: Christmas Holiday Business Response /* (4000, 9, 2022/01/05) */ As stated, no further discussion.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and family all checked into three rooms at the Hampton Inn on 8/13/21 and it has been terrible. My wife reserved the three rooms back on the first week of May 2021 and has called just about every week and the days before to confirm the reservation and the price as well as print out the confirmation to take with us. When we check in the prices to the rooms are almost $300 more than the confirmation price and **** the Mgr. told us that the taxes were not included and that if we could not afford it in front of several other guest to stay two days and this was embarrassing and unprofessional. She told my wife to bring the confirmation and she would honor the price. My wife brings her the confirmation and she then says that she will not change. The short story is after the rooms were paid for they tried to run my card for a extra $951, $805 and took $110 and then said it was for incidentals and that we owed $1200 on a room that was paid in full already and then given excuses.

  Business response

  10/20/2021

  Business Response /* (1000, 7, 2021/08/26) */ Hotel has tried working with guest to resolve any concerns. Hotel is not able to locate any charges guest is claiming to have. Guest has been asked to provide proof and refuses to do so. Guest was not fraudulently charged. Guest booked several rooms, stayed and was charged per their booking confirmation. Guest is insisting he has other charges from hotel but can not provide proof of these charges. Hotel is not able to locate these charges in the system so can not assist in a refund as hotel did not make this charge. Consumer Response /* (3000, 9, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response from the hotel because they charged my card for $1222.10 on Friday night at 11:55 p. m. om August 20, 2021 almost three days after we checked out on 6 a. m. August 18, 2021. I have already attached the email where they stated and apologized for running my credit card by mistake because of a system error and glitch three times, but it you go back and look at all of these Google reviews you will see that I am not the first person that this has been done to I am just the first person who has spoken up about this over the years and they always refuse to correct their mistakes and hang up the phone and don't even try to work out the situation. I will reattach all of the items including the screenshot they sent of where they sent to us when they tried to take the $951.67 from my account and apologize as well. They have taken my money so now they are saying that not only am I a liar, but my bank is as well and my money just went to Hampton Inn and Suites on its own. Business Response /* (4000, 12, 2021/09/08) */ Greetings, I have attached the final folios for all 3 of Ms. *****'s rooms. We thought this was resolved at property level with the guest. If you add up the totals from our statements, it totals $4,016.53 for all 3 rooms. According to the confirmations letters that Ms. ***** provided, she should have been charged a total of $4.016.49 for the 3 rooms. We can happily refund the 4 cent variance that the guest is complaining about, however it seems the credit card has been deactivated and we have no way of refunding that 4 cent. As for the incidental charge hold that was taken at check-in, we pre-authorize $50 per night per room for ALL reservations and that is communicated with most guests and we even have signs on our front desk notifying guests of this. Those holds automatically dropped off at checkout as I explained to Ms. *****. Please let us know if we need to take further action to refund the 4 cents that we owe Ms. *****. Business Response /* (4000, 16, 2021/09/20) */ Unfortunately we have not seen any documentation from the ***** Family confirming all the extra charges that we are being accused of. Please see our initial response that has all charges that we posted against the 2 cards on file. If the ***** Family would like to provide supporting documents of the additional charges, we would happily send this to higher up for investigation. Please send the documents to me at [email protected] so that I can locate these supposed charges. Business Response /* (4000, 21, 2021/09/28) */ The screenshots provided prove that the guests have been charged $1,222.10. According to the confirmations letters that Ms. ***** provided, she should have been charged a total of $4,016.49 for the 3 rooms. Please provide all banking information showing total charges from Hampton Inn Beale Street. If those totals exceed $4,016.49, then we can go from there. We have been transparent by providing final folios for all 3 rooms with the total charges matching Ms. *****'s confirmation letters. Again, we stand firm that the guest was charged properly. Business Response /* (4000, 25, 2021/10/04) */ Awaiting full banking information for all cards attached with the reservations to show all charges from our property.

• Initial Complaint

  08/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made reservations on May 10, 2021 to come to the Hampton Inn and Suites at 175 Peabody Place, Memphis TN on August 13, 2021 and to check out on August 18, 2021. I reserved 3 rooms, a King Balcony suite for my husband and I which came to total with taxes included $1605.19, a King regular room for my brother and his wife which came to a total of $1222.06 and two queen standard room for my mother and sister which came to a total with taxes of $1189.24. I get to check in and the manager on duty who did not give me her last name when I asked twice for it said I did not need to know it ****, told me that the price of my room was $1845.98, my mother's room was 1367.61, and my brother's room was $1403.42. I have stayed at Hilton properties three times in the last month and every confirmation that I have gotten by email has been the exact price that I have paid when I got to the front lobby.

  Business response

  01/05/2022

  Business Response /* (1000, 9, 2021/09/08) */ Greetings, I have attached the final folios for all 3 of Ms. ******* rooms. We thought this was resolved at property level with the guest. If you add up the totals from our statements, it totals $4,016.53 for all 3 rooms. According to the confirmations letters that Ms. ***** provided, she should have been charged a total of $4.016.49 for the 3 rooms. We can happily refund the 4 cent variance that the guest is complaining about, however it seems the credit card has been deactivated and we have no way of refunding that 4 cent. As for the incidental charge hold that was taken at check-in, we pre-authorize $50 per night per room for ALL reservations and that is communicated with most guests and we even have signs on our front desk notifying guests of this. Those holds automatically dropped off at checkout as I explained to Ms. *****. Please let us know if we need to take further action to refund the 4 cents that we owe Ms. *****. Consumer Response /* (3000, 11, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because it is a fabrication. They have taken money from us that we use to pay our bills with and it has put us behind on our mortgage and other bills just because we made a complaint about changing our bill from our confirmation. It is sad that they treat my husband who is a disabled veteran and law enforcement officer like this. They are getting away with robbing us and not even talking to us and hanging up the phone when we tried to talk to them about it. Business Response /* (4000, 13, 2021/09/20) */ Unfortunately we have not seen any documentation from the ***** Family confirming all the extra charges that we are being accused of. Please see our initial response that has all charges that we posted against the 2 cards on file. If the ***** Family would like to provide supporting documents of the additional charges, we would happily send this to higher up for investigation. Please send the documents to me at [email protected] so that I can locate these supposed charges.

*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. ↩