Hilton Hotels Complaint - Treated like second class citizens
WOODCLIFF LAKE, NEW JERSEY -- **update: the original complaint had fiance instead of husband in several statements which prevented people from thinking this review was legit, so i'm updating that
My husband and I chose the Woodcliff Lake Hilton over the Park Ridge Marriot as our hotel for the night of festivities of our wedding - BAD CHOICE. Along with our suite reservation, we had a total of about 15 other rooms booked with us. The Hilton does not appreciate any sort of business you bring into them.
Let me set the premise for you. It was the night of our wedding, everyone came back from the venue in high spirits. I just had the best night of my life and was looking forward to having an extended great time with my friends. We all gathered in my suite for a nightcap. As it happens, we got a little bit too loud so there was a complaint made to the front desk. This was ok, we gladly relocated to an outside designated area they had for guests to gather and have fun. Later on I retired to my room to head to bed since it had been a long day (husband dropped me off and went back to say goodnight to the remaining guests). After I would say 10 minutes of sleeping I awoke to this witch of a security guard named Deborah, I'll never forget her wrinkled, orange, old leathered face. She was screaming at me, telling me I'd better shut up or she was gonna call the cops. I of course thought I was dreaming and found it hilarious since I was sleeping alone in the room. She didn't find it so funny and continued to scream and threaten me. At this point I called her out for being racist and demanded a manager there asap. I don't like to pull the race card ever, but we were a group of very diverse minorities in a very white neighborhood. All of the neighbors around us were white. She automatically assumed that it was my room making the noise, even when my room was completely empty with me sleeping.
Moving along, the manager got there. I asked her to enter my room to see how quiet it was. There was no one in there, I was laying on the bed. Did I have any objects making noise? I didn't even have a TV or radio on. The whole time the manager was defending the witch, saying a complaint came in so we have to respond. That's fine, everyone has a job to do but how can you come yelling and accusing me of something I'm not even doing? To this day I'm still puzzled. So now here's the kicker. While I was talking to the manager in my room, the witch took it upon herself to open my room door, throw my friends bag into the room (it was mistakingly left in the lobby), and then slam the door. This just seems wrong to me on so many levels. First off how can you just freeingly open the door whenever you choose. Isn't that a violation of privacy? Secondly she knew we were in the room, what is so hard about knocking. Thirdly, there were valuable items in that bag, don't forget we were just at a wedding. What if she broke something when she threw it into the room? This was the only point in time where the manager began showing any apologetic behavior.
After the witch threw the bag in my room, her and my husband happened to cross paths in the hallway. She said to him, in a very snyde manner, go take care of your wife. My husband brushed it off not aware of anything that was going on. He then returned to the room to find his new wife balling her eyes out with a manager who could care less about what was going on.
Did I mention I was promised during this time that my room charge would be removed from my bill? What did I receive the next morning? A charge for my room, but of course.
Upon checkout the next morning I with my sister in law proceeded to complain to the manager in charge. Once again I was greeted with a very demeaning attitude, as if I was the only one who was wrong. He said he knew everything that had happened, and there were noise complaints against us. Oh but to his surprise he had not been told the entire story. Funny how people always leave out the important details isn't it? I then told him the entire story, especially about how the witch threw my bag in the room, and how she made a comment to my husband. At this point his attitude completely changed and he became apologetic. He said the witch would be taken off of the schedule (but for how long?). He also said they would be letting the sales manager know about my experience and would be in contact with me once they figured out a way to rectify the issue. Needless to say, days after the event I still have not heard one word from either the sales manager or anyone in the hotel.
Someone mentioned (in the comments) that security might have been called against the patrons that were in the outside area so security came directly to me to complain. The next day when I complained to the morning manager he clarified that the complaints were not actually of noise, but of the door jams opening and closing. I asked him to check the logs, i'm sure they have a record of each time a keycard is swiped in the door. My husband dropped me off in the room so I could go to sleep first, while he was saying goodnight to the lingering guests. Our door was only opened one time. And on top of that, how can you blame the customer for something that is fauly in the building hardware?
So long story short, if you want to be persecuted for something you are not guilty of, and if you want to be treated like a second class citizen, please stay at the Woodcliff Lake Hilton. They are stars at this!!
PS - I'm not even telling you about how their front desk made my husband 15 minutes late to our wedding because they couldn't handle the complicated check in/check out room transfer task.