My family and I arrived for an overnight stay on 4/4/12. We reserved two rooms in advance at $151 each. Upon arrival, other family members decided to stay as well and were given the same room for $129. We asked, as a courtesy to the customer, if we could get the "walk-in" rate of $129. The young lady at the front desk, who is completely clueless, gave many excuses as to why not and I then asked to speak with her manager. Unfortunately, she wasn't available to speak with but I was told to call her in 20 minutes. I later spoke with the manager, Tara Anderson, by phone and explained our issue. She said she'd have to look into it and would get back to me. Can you guess??? She didn't. I went down to the front desk before we left to see if Ms. Anderson was available, but she hadn't arrived yet. We left there disappointed.
I followed up with "Hilton Garden Inn" website and commented about our recent stay. Interestingly, they have a "best rate guarantee"! I waited for a week to hear back from them and when I didn't, I called. I spoke with a lovely woman and she asked me to send my complaint to her directly. It was forwarded to Ms. Anderson for a response. Ms. Anderson and I exchanged many emails but they went no where. She just doesn't understand my point. Why were we penalized for planning ahead? Don't they want to know how many guests to expect? Staffing purposes and the like.
The Hilton Garden Inn obviously doesn't care about satisfying customers. All of this over $22.00!! How VERY disappointing!!!!!!!!!!!!!! I will never, ever stay at a Hilton again.
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- Also Known As:
- Hilton Garden Inn Beaufort Hotel Beaufort
- Hilton Beaufort
- Beaufort Hilton