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DoubleTree by Hilton Hotel & Suites Houston by the Galleria Questions & Answers

Houston, Texas

Short story: Omg, I was walking from the front desk trying to get token for a wash. The Manager thought I was off the street and the manager called the police to put me out the Hotel.

Long story: December 3, 2016. About 2pm The Manager On Duty ( and 3 other employees called the Houston Police to have me extracted from the hotel. Even thou I made it clear to them that I am and have been a guest in the hotel many time before. These 4 employees followed me about the hotel. One of them followed me into the men's room while I was sitting on the toilet. This went on for 20 - 30 mins then houston police showed up. Omg they called HPD! In the Lobby in front of guests the 4 of them and the police surround me in a attempt to subdue fashion. (at one point the office threatened to put hand cuffs on me) Finally the valet person who parked my car name Mrs. Treasure (African American woman) walked over close enough for me to see her. I then pointed to her for help. I spoke out "help me please, tell them you parked my car" Treasure assured them I was a guest. Just when I thought it was over the (MOD) Guest manager asked the officer to be sure I was a guest and escort me to my room. (My Laundry was still in the washer on the 2nd floor awaiting to be washed) when me and the officer got to the room I knocked on the door after 3mins or so my wife woke out of her sleep and opened the door. she was frightened when she saw me standing with the officer. We were so upset with what happened we cut our stay short and checked out. ‎OMG, I left my laundry in the washroom at the Doubletree. Class Action.

over a year ago Answer

3 answers

Property representative
5353HOU
Houston, Texas
Helpful answer
1
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Not as helpful

Dear Sir,

What you describe is indeed an unfortunate sequence of events. In thoroughly reviewing this with the team you mention I can share that this scenario was a result of your refusal to share your name and room # when requested. You refused, eventually sharing this only with law enforcement who in turn gave us this information.

Please understand that a part of our obligation to all concerned is to ensure everyone on the hotel premises is either a valid guest or visiting a valid guest. This is for the security, protection of our team and guests as well as to ensure that our property continues to have the status of “Private Property” as outlined on the non-trespass notifications required by law posted at our entrances.

We appreciate your loyalty and hope that you understand this request to simply ask for your name and room number and if shared when asked would not have resulted in any escalation.

Thank you

over a year ago
Houston, Texas
Helpful answer
-1
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Not as helpful

Not True sir, I did give my info, more than once and even after I did, your manager didn't believe me. She had HPD to escort me to my room. So please stop trying to cover this mistake and start providing adequate customer service. Thank you sir

over a year ago
Houston, Texas
Helpful answer
-2
Votes
Not as helpful

Not True sir, I did give my info, more than once and even after I did, your manager didn't believe me. She had HPD to escort me to my room. So please stop trying to cover this mistake and start providing adequate customer service. Thank you sir

over a year ago
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