Hampton Inn & Suites Informative - Unathorized charges to credit card, innapropriate conduct by management, horrible customer service, mistreatment of customer via b
MIDDLETOWN, RHODE ISLAND -- PLEASE READ BELOW:
Name: Jennifer Hurley
Contact method: email
Brand: Hampton Inn
Arrival date: 6/23/05 - 6/24/05
Issue Category: SM - Management
Please reference CASE # 3*****, this is a formal complaint against this
hotel and the director of operations, Jeff Miller, for mistreatment,
discrimination, intimidation, non-authorization of payment applied to
credit card in order to "comp" another guests stay, and personal
I have NEVER experienced a more emotionally distressing vacation as I
did on a one-night stay at this hotel. While attempting to resolve a
complaint from another guest at this hotel with Jeff Miller, I was met
with blatant disrepect, blatant disregard and an overall "bulling" I was
told that because another guest complained of noise coming from my room
that "the general manager made the decision to comp" the complaining
guests room and "charge" my friends credit card the fees of their nights
stay. Upon hearing this, myself and my friend, Gina Avanzino, asked for
a reason we were never asked to leave or ever given the opportunity to
be told that the "general manager" may decide to charge us for another
guests unhappy stay. When asked for the documentation and/or Hiltons
policy outlinnig this policy/procedure, Jeff Miller stood approximately
2 feet from me and told me the decision was made and we would be charged
over $200 for another unhappy guests room and there was not a thing we
could do. While feeling incredibly helpless and "bullied" we asked to
speak to Jeff's manager, he again told us that was not possible and
any/all document, even the ones we signed were "internal documents" and
if we wanted them to have our lawyer attain them.I had to ask Jeff
Miller numerous times to remove himself from my personal space as he
stood directly next to me and in front of me. I can not beleive that a
corporation such as Hilton can show such utter disrespect, use
INTIMIDATION practices, and possibly discriminatory action against
women. This was the first time I have ever been to Newport, RI and the
last because of this incident, and obviously the last time I wever stay
at a Hilon owned establishment if this is the way customers are treated.
From: Chad L Wilson [mailto:Chad_Wilson@hilton.com]
Sent: Friday, July 08, 2005 8:58 PM
Subject: RE: Guest Assistance Comments
Thank you for visiting our website. Your comments have been forwarded to
Guest Assistance for handling. Please accept our apologies for your
experience with one of our hotels. To ensure your concerns are properly
addressed, we have attached your email to your file and have also
forwarded your comments to the General Manager of the hotel. A member of
the hotel management team will contact you to address your concerns.
Again, thank you for your feedback.
Guest Assistance Specialist
Hilton Hotels Corporation
755 Crossover Lane A-2
Memphis, TN 38117-4900
From: Jen Hurley [mailto:
Sent: Tuesday, July 12, 2005 9:30 AM
To: 'Chad L Wilson'
Subject: RE: Guest Assistance Comments
am concerned I emailed this message on 7/6/05 and myself and all
involved with the incident and other individuals from the wedding party
phoned in formal complaints to Hilton Corp., so far most have not been
contact by anyone from your company. Please advice what next step would
be to resolve this horrible incident so that we all can put this
disturbing occurrence behind us. Much time and effort has been put
forth from dissatisfied guests at one of your facilities and still not
much response, help, solutions offered, and/or even the simple courtesy
of a response has been set forth from your company.
I HAVE EMAILED AND CALLED YOU AND YOUR CORPORATION AT THIS POINT SO MANY TIMES I CAN NOT EVEN KEEP COUNT. THIS EMAIL WAS SENT TO ME BY YOU, CHAD WILSON "GUEST SERVICE SPECIALIST", ON FRIDAY JULY 8, 2005 AND STILL I HAVE NOT RECEIVED ANY, ABSOLUTELY NO REPLY NOR HAVE I EVER BEEN CONTACTED BY ANYONE FROM YOUR COORPORATION IN REGARDS TO THIS INCIDENT. AGAIN, MY HOME PHONE NUMBER IS AND WORK NUMBER IS. CHAD, AS WRITTEN BELOW YOU AND YOUR CORPORATION HAVE STATED THE FOLLOWING; "To ensure your concerns are properly addressed, we have attached your email to your file and have also forwarded your comments to the General Manager of the hotel. A member of the hotel management team will contact you to address your concerns." THIS LACK OF, ACTUALLY COMPLETELY NO RESPONSE IS VERY CONCERNING. IT IS NOW APPROACHING A FULL MONTH SINCE THIS SERIOUS INCIDENT OCCURRED AND STILL NO RESPONSE, NO RESOLUTION, AND MY CONCERNS ABSOLUTELY HAVE NOT BEEN "PROPERLY ADDRESSED" BY YOU OR YOUR "HOTEL MANAGEMENT TEAM."
THIS HAS BEEN A TERRIBLE EXPERIENCE THAT WENT FROM BAD TO EVEN WORSE! I WILL BE CONTACTING THE BETTER BUSINESS BUREAU AND FILLING A FORMAL COMPLAINT WITH R.I. ATTORNEY GENERAL.
SIR, I NEED A RESPONSE.
I would like to document that I have sent complaint e-mails on both Hmapton Inn.com and Hilton.com concerning my encounter with Jeff Miller.
I have had no response.
I spoke with Alicia Williams to initiate my case at customer service and she failed to send my case in for review and action.
Jen Hurley spoke to Melanie Harwell for 29 minutes and 44 seconds on July 6th and no response.
Adrian Allen was left a voice mail- no response.
I spoke and sent faxes to Ashley at customer service and I got no response.
The bride,whose wedding we were in as brides maids, left several complaints- all unanswered.
Finally, Katie Campbell followed up with my request and for that I have gain some confidence that there are employees at the Hampton Inn that do believe in servicing the needs of the customer. This is why I have chosen to forward this information on to Katie.
After many phone calls and e-mails (to what I believe is a black hole), we have confirmed that it is not the Hampton Inn policy to charge customers for other guests rooms. I have been told that Jeff Miller will have these numerous complaints against him for bullying, lack of customer service and leadership held against him. I hope these promises are kept. A wedding was ruined due to his inability to negotiate and his need to show his absolute power at the Hampton Inn. He charged my credit card without authority and dictated to a group of women- employees and guests that this will not be changed. His decision- though wrong, not company policy, and unlawful- was the only action he would take.
I am still in amazement that a manager at the Hampton Inn could bully female guests and these complaints not be taken seriously. We are in the 21st Century. Any person in a leadership role should not be acting this way in any situation nor act as a tyrant. I am hoping that Jeff Miller did not act this way because my friend and I were women and I am Asian.
I hope he did not treat us with such disrespect because of prejudice. If this is so, as an International Corportaion, I suggest looking into the matter. For me and my friend, our desire to spend any more weekends away has depleted for fear that we will run into the negative environment that Jeff Miller created on our friend's wedding day again. The experienece at the Hampton Inn has taken much of our time, money, anxiety, and energy and we have complained to deaf ears. Overall, we are highly disappointed that our complaints have been ignored for so long.
What I would suggets is that Hampton Inn work to listen and respond to complaints.
I believe that if anyone who be comped the room for June 23rd 2005 at the Hmpton Inn, Middletown RI it should be me. I have had a long and stressful battle to get my money back for the room Jeff Miller charged to my card without authorization and despite our insistance for documentation for a corporate policy. He refused to give us this documentation and in foresight, that is because it does not exist.
I think Hampton Inn owes it to both Jen Hurley and I to make up for the many headaches that we have had dealing with no responses, no feedback- no comfort from a business that was chosen to accommodate over 100 guests on a friend's wedding day.
I would recommend sending us vouchers for free accomodations at the Hampton Inn to change our minds about the hotel. With all our heradaches and complaints, something needs to be done to change this situation around. We are very disgruntled and hurt guests. We need to know that the Hampton Inn takes our complaints seriously and wants to keep our business. I feel that my needs were not met and my intelligence and gender have been insulted by Jeff Miller. I want to rectify this situation.
I also want to point out that Jeff Miller has never aplogized for his actions.
Please forward this to anyone who will respond. I saw all the e-mail addresses on the e-mail I forwarded and felt like I need some response.
Some closure. I saw that many other guests who encountered myself and my friend very upset after Jeff Miller's actions, were very disturbed also.