Hilton Hotels Complaint - Rude staff, poor service, dirty room!
ARLINGTON, VIRGINIA -- March 20, 2007
755 Crossover Ln.
Memphis, TN 38117
To Whom It May Concern:
I was a patron of the Doubletree Crystal City in Arlington, VA, for a two night stay on March 16-18. I am writing you to express my extreme displeasure with the service I received during the stay.
On the day of March 16, a severe snowstorm hit the Northeast, and travel was very difficult. As my partner and I were driving to VA from RI, we were concerned that we would miss check-in and called the hotel at 8 pm to let them know of our anticipated late arrival. The clerk that answered the phone was rude and short with me, though she assured me that there would not be a problem with my reservation (despite the fact that she never took my name and checked for a reservation). At 10:30 pm my partner called the hotel to advise that we were still progressing very slowly, and would not be arriving until well after the 1 am check-in cut off. Again, the person who answered the phone was very rude and short, yet still assured us that there would not be a problem with the reservation. When we finally arrived at the hotel at 3:30 am on Saturday the 17th, the clerk at the front desk informed me that we no longer had a reservation, as the hotel had been “overbooked”. She was also extremely rude, saying things such as “I don’t know why they told you it wouldn’t be a problem, because it is” and causing us extreme distress, particularly after driving 14 hours through a snow storm. After much insistence, we were eventually provided a room.
The room we received was not a smoking room with a king sized bed, as we had reserved, but a non smoking room with 2 double beds instead. It had also clearly not been cleaned prior to our arrival, as there were empty beer bottles under the chairs, and hair in the sheets. We had also not been informed that the WI-FI access was not free, as had been intimated in our reservation, and neither was parking. The $36 charge for parking on top of your high room rate charge was exorbitant, to say the least.
On Saturday evening, at 10pm, my partner and I were in bed, and the phone rang. It was the front desk, insisting that I come downstairs and provide them with a charge card for “incidentals”, as the clerk that had checked us in the night before had forgotten to ask for it. When I explained that I had a migraine headache and was in bed, the desk clerk was unsympathetic and rude, and continued to insist that we come downstairs immediately. I explained that we had no incidental charges, as I had paid for my WI-FI access directly with my credit card, and had no intention of incurring any additional charges. The clerk said that we needed the card on file for parking, and it could not wait until morning. When I asked why we hadn’t been contacted until such a late hour, the clerk said she had “just noticed it”. When I requested that my partner be the one to bring down a credit card, she said it had to be me, with a photo id. Because I was exhausted and feeling very ill, my partner took enough cash to cover the cost of parking and went down to speak to the concierge desk (where they were very helpful and understanding).
On Sunday morning, prior to check-out, we noticed that the maid had not replaced our coffee packet for the coffee maker. I called the front desk to ask that a replacement be sent up, and I was abruptly transferred to room service, where they would be happy to send a pot of coffee up to the room for $17. I hung up and again called the front desk, and was once again cut off in the middle of explaining what I needed, and abruptly transferred to room service once again. In frustration, we gave up and drove to Dunkin’ Donuts.
I am HIGHLY unsatisfied with my stay in your hotel. I mentioned my concerns to your staff on several occasions, and found them to be hostile, rude, and unwilling to address my needs. As a frequent traveler, I have never found myself in such an unfriendly and unsympathetic atmosphere, and I will certainly never deign to stay in any of the Hilton Hotel Franchise locations again.