Booked this hotel because I had an early international flight and they offered shuttle service and it is closer to the airport than my house. Called before I made the reservation online and made sure that I could stay at there property the night before my departure and take use the shuttle service to and from the airport, even though I am not spending the night there upon my return. I made the reservation online and called back to confirm what they told me and they put me on the list to drop me off at the airport and pick me up. I spoke with the Shuttle Bus driver on staff as well and he assured me it would not be a problem. I had this conversation again when I checked into the hotel and when I departed. As I was flying back in to BHM, I called the hotel to confirm my pick up and the Manager on Duty was extremely rude and difficult. She told me that she was "sorry", but they could not pick me up at the airport since I was not staying with them again that night. I told her about my previous conversations and she even saw that I was on the list for pick up, but said it was against hotel policy. She rudely told me that no one on staff would have told me that they could pick me up if I wasn't spending the night upon my return. (However, as I said I was on the list to be picked up and was put on that list by one of the staff members.) Meanwhile, my car was at their hotel and I was STRANDED and the Birmingham airport!!! They refused to honor what they told me and pick me up. This manager was extremely unprofessional! Maybe this is their hotel policy not to pick up guest upon their return if they are not spending the night again, but that is not what I was told before booking the hotel by multiple staff members and by staff members when I checked into the hotel. If that would have been the case, obviously, I would have not stayed there. I can not believe that this hotel would leave a customer stranded at an airport (after a long flight) with no means of transportation after having arrangements with the customer to pick them up! I have never in my life been treated this way before and I will NEVER stay at this property again!
- Hilton Birmingham
- Hilton Hotel Birmingham
- Birmingham Hilton
