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Complaint Details
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Initial Complaint
02/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On February 17, 2023 at approximately 11pm I checked into the Hilton Garden Inn on a business trip with a prior reservation which was made over the phone. The person whom booked my reservation assured me that there would be a military discount upon arrival w/my credit card payment. Once I checked in I was told no discount would be applied due to it being a full house. Full price was $190/night plus taxes bringing my total to $213.66 for one night. I was not ever told about the Mardi Gras Ball which was being held down stairs on the first floor directly underneath my room (rm 201). I called the front desk about a LOUD NOISE complaint. When I was told about the Ball. The loud music didn't stop until 6:15AM. I went downstairs for breakfast at 7AM spoke w/desk attendant and expressed my disdain for the inability to get any sleep the night before. She provided me w/the General Manager's card and stated I could call and email. I sent an email to ************************** and called ************
never received a call back or a response email yet. Very dissatisfied with this chain and their customer service on resolving issues. This is not business professional and should have been handled better.Business response
03/02/2023
I have spoked to Ms. **** and apologized for the lack of communication and for the service issues she experienced at the hotel. We had a productive conversation and resolved her complaint in a manner that she was happy with.
***** *********
GM
Customer response
03/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19453402. The business has agreed to refund my cost for the service and experience I had while I was a guest at their facility. Thus, I find that this resolution is satisfactory to me.
Sincerely,
******* ****
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