First mistake... booking two, nonrefundable rooms. I knew we would use them so thought nothing about it, but looking back, I feel that the hotel had their money already, they couldn't care less about us once we got there....
My husband and I arrived with another couple to check into our two rooms at 2:15. We were greeted with a smile and keys. That was the end of our good experience. It turns out our rooms weren't actually ready and when I asked when they would be, I was told by Russell that check in WAS at 3. Fair enough, we were early, I clarified they would definitely be ready at 3. So we went and had some appetizers and drinks and when we came back at 4:50, our rooms still weren't ready! Finally, we were able to get in both rooms at 5:20. The hotel wasn't that busy, they knew we tried to check in early, we were assured rooms would be ready by 3... We were going to a concert that night and had hoped to shower and have some down time before we left at 6. No such luck.
After the concert, I went to the front desk and talked to Miquan about my check in frustrations. After a long discussion and after I asked if maybe we could just get some points for our Hilton Honors account (this was our first, and most likely our last, time using Hilton Honors), he told me he would lower our rate by $30 for each room. I was excited about a $60 savings! However, these rooms were paid for ahead of time, I asked him about that and was assured that what he was doing in the system was absolutely working, everything would be fine, my rate was lowered by $30, no worries. I got a receipt in writing with our new rate and his signature. The next morning, I realized that just didn't sound right, if our rooms were prepaid, how could our rate be lowered?? So I went back to the front desk and once again talked to Russell, the man who was at the front desk when we initially tried to check in. Russell told me he had heard about my situation and yes, the rate was lowered, was I happy with that? When I questioned how that could happen since I had prepaid, would my card be credited, he realized what I was saying and agreed with me. Turns out that what Miquan had done the night before actually just put an additional hold on my card, no rate had been lowered! Russell told me it was because of how I had booked the room, nothing could be done and because I had been irate the night before, Miquan did what he thought would help. I couldn't have been more polite when I talked to Miquan!! I have no problem admitting my faults and anyone who knows me would accuse me of being too passive way before the word "irate" would be used to describe me. Russell did make sure the additional hold was taken off of my card. However, I walked off very frustrated and not happy at all because of the run around I had been given! Russell called our room and said he had a solution. I went to the front desk (I had laryngitis at this point and couldn't talk above a whisper, yet somehow I had been irate a few hours earlier...) and he told me that to make the situation right, he had talked to the general manager, they had contacted Hilton Honors, and they were sending me a voucher for a free night at any HIlton property in the world, the request had already been processed. Awesome! There was finally resolution being done to right my frustrations. Fast forward three weeks when I still hadn't received my voucher...
I called Hilton Honors and voiced my frustrations. They clarified that the voucher wouldn't be for any Hilton property, it would be for any Hampton Inn. They also said they had never received a request, they would submit the info to the Hampton Inn and their policy was for me to hear back from the hotel within three business days. I received an email with a claim number and a direct person to contact if I didn't get resolution. Six days later, I had heard nothing, I sent an email to the Hilton Honors rep with whom I had spoken. Six days after that, which takes us to today, I STILL hadn't heard anything from anyone! I called Hilton Honors again and was told the request was submitted on the 26th for my free night, it was their policy for me to hear from the hotel within three days, no apology or reason was given why I hadn't heard from anyone, and I was told I needed to be patient, it could still be another two weeks before I received my voucher in the mail. So frustrating!
You deserve an award if you made it to the end of this review:-). The hotel itself was clean and convenient, but I would never dream of staying here again and based on the fact that neither this property nor Hilton Honors has followed through on their promises as of yet, I'm not convinced I will continue to stay in Hilton properties, period.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
