Hilton Hotels Complaint - Hilton wont help in emergencies
DALLAS, TEXAS -- My family and I live in Dallas TX. Feb 11th there was a snow storm in the north Texas area of record levels. This of course also brought power outages. We tried to ride it out but by Saturday night we had exhausted out firewood supply and still had no power. At this time there was also an NBA All-Stars event going on and all the hotels in the area were full or at near capacity. We were able to get a room at the Hilton but when we inquired about a rate reduction because of the power outage in the are there was no consideration or empathy from Hilton Anatole Hotel. We have two children, the youngest of which was sick at the time and we were forced to take the room at the ridiculous rate they were charging. They also overcharged us, saying we consumed items in the mini bar that we in fact did not. after a dispute they are in the process of refunding the erroneous mini bar charges. My wife reached out to the hotel management to try and get them to realize the situation we were in and help, to no avail. below is the email my wife sent followed by the reply of the Hilton manager.
Attached in final bill for our stay 2/13/10. There appears to be some errors on this bill. There are 9 total 'minibar' charges and we should only be charged for 3. We shifted some items around to make room in fridge for our own items (could that be the reason for the extra charges?) We only consumed 2 bottles of water and a bottle of wine- that was it.
Additionally, I wanted to bring to your attention special circumstances and request a break here for the full room rate.
We are Dallas residents, with two children & lost power Thursday 2/11/10 after that record-breaking storm hit our area. After two nights without power we were desperate to find a place to stay with heat- my youngest has asthma and was quite sick during the power outage. Area hardware stores were sold out of generators. Hilton was one of the few places in town with a room available- due to the All Star basketball event that weekend most hotels were booked- When I reserved the room, I asked if there would be a possibility of a discount due to circumstances and the operator said no. Frustrated, cold and in desperate need for a warm place to stay we reserved a room.
Surely, a Hotel as big as the Hilton can afford to give desperate Dallas resident a break on room rate- Does appear Hilton likely met record capacity that weekend with the Basket ball event. We've stayed at Hilton before in other cities and never been disappointed with the level of service or quality of your hotel.
Please carefully consider making adjustments and let me know. Any help will be greatly appreciated.
Hilton Hotel's response:
Thank you for contacting me regarding the automated mini bar charges. The mini bar is designed to automatically charge if items are not replaced within 60 seconds. Based on the information you noted below, I have adjusted the six mini bar charges accordingly. Please allow up to 10 business days from today for credit card processing, the refunded amount will reflect $57.65. Also, you mentioned in your correspondence that you were without heat due to the storm and would appreciate any rate deduction; unfortunately during your reservation process we did not have a lower rate available. At the present time we do not offer local distressed rates here at the Hilton Anatole Hotel.
With your help, we are moving one-step closer to improving service levels at the Hilton Anatole Hotel. I have forwarded your email on to the director of revenue for future consideration in the event the city should have a comparable event such as this past snow fall.
We do realize we could not be of assistance this time, but we look forward to making the necessary steps moving forward.
Again, I would like to express my appreciation for bringing these matters to our attention. In addition, the feedback such as yours provides a great value to us.
Quality Assurance Manager
Hilton Anatole Hotel
2201 N. Stemmons Freeway
Dallas, Texas 75207