Hilton Hotels Complaint - Heartless Gettysburg
GETTYSBURG, SOUTH CAROLINA -- I check into the Hilton Garden Inn in Gettysburg, PA for A quick stay so I could attend church the following morning. I check in with my children, sister, and parents. When I first arrive I was treated with great customer service, no complaints what so ever. They were very friendly, attention to detail, and just plain pleasant. It was not until the morning that I was showed the true color of the Hilton. My room was on the first floor close to the pool area so me and my family went back and forth to the pool often. My family's rooms were on the 3rd floor so it was easiest to go to my room for things. Lets just with so many people going back and forth my towels in my room was used up quickly. So in the morning when we took our showers We need more towels. My sister realized this first (who is a ex-Hilton employee)so she grab a towel for the weight room and took her shower. So when my girls went to take a shower there were no towels and I didn't see any employees so when they got finish I decided I would just run to the pool and grab 3 towels thinking that would be quicker then waiting for staff to come. In doing this I went to the pool area and retrieved the towels and one my way back to the room I was approached by a very irate looking women who tried to snatch the towels from my hand. I ask her watch she was doing after I gave her the most bizarre look that my face could show. She said she was housekeeper manager and I can not have those towels. I am still walking away for her(thinking I got girls in the shower that want out I have to go to them the are alone)she is still in pursuit trying to rip the towels form my arms. I kindly tell her my dilemma and I have to hurry. she said that people that take towels from the pool room are stealing but she will go get me some. she said you are not allowed to take a towel form the pool because they are counted and they know who takes the towels and where they go. we are no at my room. I hand her the towels like no big deal just go and get my some the kids are finished. now my kids are out of the shower just in the bathroom screaming where is the towels. the housekeeper leaves and comes back with one towel. remember I gave her three. I said I need more towels then this one is not enough and please hurry the kids are out of the shower. she said who do I think I am to give her directions. it is not my place to tell her what to do. this is all in an irate tone with kids screaming in the back ground. so I tell her in a very strong tone to go get the towels and bring them back right away. she told my where were all the towels for my room and she say my sister take a towel earlier from the weight room where is that towel. She said where is all the towels. I'm so upset that I go in the room get the pile of dirty towels and throw them at her feet including the weight room towel and say see her is all your towels I do not steal. and I resent the remark or accusations as if I did or would. I told her I want to speak to her manager now. Turned around and went back inside the room fuming and told my kids to dry off with a blanket, because she never did come back. After I got them dress I went to the front and the housekeeper was at the front desk telling the front desk clerk she had to stop someone from taking towels. Again she talks as if I wanted to steal. I go to the front desk and ask to speak to a manager right away. no one comes in stead the front desk person ask what is going on. I give him a quick version while I tell him I need to speak to a manager and the housekeeper then says it is Hilton Official Policy to check towels of every hotel guest. she told my that when I check out they will count my dirty towels and if any towels is missing that the Hilton will call the police and press charges. I look at the front desk attendant and said do you hear this she continues to accuse my of trying to steal. now there are other hotel guest in and out the lobby and one women was leaving the pool area with a towel and nothing is said to her. did I mention I am AFRICAN-AMERICAN and this lady was white. but the front desk clerk backs the housekeeper play and says yes we will count the towels. and to make matters worse the maintenance man comes up front and says what is the problem, meanwhile my father has join in the conversation, and the housekeeper says towels might be missing and he says yes you people left beer bottles in the swimming pool area and there was no drinking in the pool and you people left the gym room dirty. I called him a flat out liar. he said yes you people did I have a surveillance camera that only he can look at and he knows it was us. I told him he lies I am pregnant and we were not drinking. I demanded to see this surveillance camera and see us with beer going into the pool area and drinking while there. he said no he was the only one to see it. We saw the night before two couples going into the pool with beers(remember my room is right by the pool)and seem to be having fun, not that it matters to me but they were two white couples, and enjoy the time away for home. so I say back to this maintenance worker that he could not of look at a surveillance tape because if he did he would of saw who went in the drinking I know I did. I was getting nowhere this people the were a united front and they would not get my a manager. Finally some woman walk up and tells me that it was just a miscommunication because the housekeeper and maintenance worker for foreigners. I told her to please stop it and don't insult my intelligence they know exactly what they are saying. the speak clear English. so I walk away and tell them this is not over I will be complaining about my service her. I go back to the room and take the kids to breakfast in the lobby area come back to my room at like 10 am and my room key was not working the disconnected my key and closed the weight room. I was fuming. I went to the front desk to the front desk a few choice words and demanded my key be re-keyed. he did I grab my stuff and left. a few days later I sent an email to the GM of customer service in which she got back to me right away and apologize for her rude staff and said she spoke to the parties that was there and they told he about the terrible way the housekeeper was acting and she explain to me that she behave this way because she was pregnant and that she is like a golden employee of the hotel. i told her her behavior had nothing to do about being pregnant and what about maintenance he is not pregnant. she apologized and said she would refund me my money back since I had a horrible time. this was in February, i need received my refund. in March I went to the PA human relation commission about my treatment believing I was discriminated against. We were the only African-American family there. they took my complaint and contacted the hotel and that is were we are at. see what happens.