Hilton Garden Inn - Ran Out of Options, Please Help
GREENBELT, MARYLAND -- Hello, I'm writing this based on an issue I am having with the hotel listed above. I made reservations on Saturday June 30 because I had a power outage at my house. Less then 30 mins after I arrived the hotels power went out. I waited for about another 30 mins and I requested my money back. The power outage caused financial hardship and if I had to sit in a hot dark room I would do it at home based on my circumstances.
After 45 minutes of back and forth with the front desk I was told I could only get 50% refund. I thought that was a bit unreasonable and I couldn't understand why the manager was being so rude. I took it as maybe she was just overwhelmed but I figured half was better than nothing. I went to go check out and was told the computers were down and to write down my email. I asked the front desk clerk how long would they be down because I didn't feel comfortable leaving with just my email joted and expect my refund. I was told it was no guarantee when they will be running but was promised a refund and email confirmation. I have been calling since Monday July 2 ( 9281053 ) and each day I am told they will refund me by the end of the day.
When I called on July 5 I was told my money was refunded on the 2nd, once I told her I just got off the phone with my bank and I actually had a copy of my statement in front of me she told me to email her a copy as proof (janice. carter@Hilton.com) I told her I would send it by the end of the next day. I called back that morning to get mr. Carter fax # and was told by someone else that faxing a statement wouldn't help because it takes 7-10 business days to show up.
I tried to explain that I already made arrangements with someone to look at my statement, she basically told me to call back in a week. I travel often and have stayed in many hotels and have never been so inconvenienced by a one night stay. I'm more frustrated at the fact that I had a coworker have the exact same issue at another hotel after 3 hours and had no problems recovering. $57 may not seem like much but I'm having a very hard time right now. And I would like to receive my refund in a timely matter. Please help, my reservation # was 3481066316