[X]
Write ReviewJump to 
1
Helpful
Votes
Votes
Hilton Garden Inn - Ran Out of Options, Please Help
Complaint
Review by 168358 on 2012-07-10
Rating: 
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
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
Comments:
Posted by Nohandle on 2012-07-10:
I'll side with the Hilton in one respect and only one. They had no way of knowing when their power would be restored anymore than you did at your home. They are dependent on power for computers, CC Machines and the like.
I agree completely the rest of your issue was totally mishandled. Once their power was restored your credit should have been processed immediately unless there was a problem with their server. That obviously happens sometimes with massive power outages. Lack of contact with you after the fact is inexcusable. Not following through is inexcusable as well.
I agree completely the rest of your issue was totally mishandled. Once their power was restored your credit should have been processed immediately unless there was a problem with their server. That obviously happens sometimes with massive power outages. Lack of contact with you after the fact is inexcusable. Not following through is inexcusable as well.
Posted by trmn8r on 2012-07-10:
Electronic credits can take up to 2 weeks to show up from any company today, I have had it happen myself. It is the nature of the system used to process transactions. I would let this go for a few days even if you are stressed financially. If it has been queued to be processed, I doubt continuing to call will yield any change in the result.
Posted by Anonymous on 2012-07-11:
I agree with both comments, TRMN8R i understand that it takes up to two weeks but i have been told over and over that i would received an email confirmation/receipt once my refund was issued. Then only reason i dont believe the systems being down have anything to do with the delay is because i was told on the 5th that i was refunded on the 2nd. I'm not blaming the hotel for the outage, i just want whats owed to me. The post that i submitted is just the actual email that ive sent to corporate
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
