Hilton Hotels Complaint - Reservation Scam
SAN FRANCISCO, CALIFORNIA -- My husband and I made an on-line reservation for a one-night stay at the San Francisco Financial District Hilton Hotel a few weeks prior to our arrival. We arrived over an hour past the time check-in had begun but were told by front desk staff that our room wasn't ready because of several late check-outs. They assured us that we were not the only people being inconvenienced. They told us we could come back in a few hours or hang out in the lobby! We demanded to be compensated with a meal or something else but they refused stating that was "illegal" for them to do. I demanded to know how long the wait would be. They didn't know. My husband informed them if he saw anyone else getting their room keys there would be problems. Sure enough after sitting in the lobby for about 15-20 minutes fuming with anger we saw several people getting their room keys.
I approached the front desk to speak with the clerk again. While I was waiting for her to complete her transaction with her customer, I overheard her tell him the same thing she told us--his room wasn't ready; it would be about an hour wait. I asked her when my room was going to be ready and she said she didn't know. I asked to speak with a manager. My husband asked why so many people had gotten a room key when there were supposedly no rooms available. The clerk said those people had checked in earlier and had just received their room keys after a long wait.
My husband did not believe them and asked one of the hotel guests that had just received a key if he had checked in earlier and he stated "no, I just checked in"! Meanwhile, I get on my cell phone to inform the person we'd be meeting later that I may have to cancel our night's plans since we were only going to be in the city one night and had no time to look for another room before attending our evening engagement. I made sure that I explained in detail to the person on the phone what the hotel staff were doing loudly enough that other people in the lobby could hear while my husband continued to stand at the front desk demanding we be let into our room.
We knew that we were being conned from the beginning but we didn't have any proof until we saw several other people getting their room keys. After about 10 minutes of complaining at the front desk another hotel clerk finally gave my husband a room key. I'd like to add a manager never materialized to talk with us, and we never received any compensation for the inconvenience.
My husband and I believe the management at this hotel encourages its staff to deceive selected guests and breach their confidence in order to further their profits (read: they're engaging in fraud). If the hotel doesn't have all of its rooms ready, hotel staff make their guests with reservations wait for their rooms for several hours while they try to sell the available rooms to last minute walk-ins or call-ins. During this encounter, the hotel clerk was very polite and smiled a lot all the while lying to us!
We've never had such a bad experience at a hotel and neither has anyone we talked to about it since the incident. We will never stay at another Hilton Hotel again.