Hilton Hotels Complaint - Family of four kicked out of hotel
CLEVELAND, MISSISSIPPI -- Hello, my name is Genia Cole. I have four children, 2,6, 8, and 12. We always stay in Hilton hotels because we use their rewards program. We always rent two joining rooms. We usually stay at Hampton inns. We went to stay at a Hampton Inn in Cleveland, MS for my cousins wedding. We went to the wedding and came back to the hotel at 8:45 with some burger king for supper. My kids ate, got their PJ's on and were lying on the bed watching Nick at Night. My 12 yr old and my husband got a cart and loaded our luggage onto it and took it down to the car, we were leaving at 6am in the morning and didn't want to disturb people that early. They get back and then go to get some bottled water, ice in the ice bucket and some snacks out of the vending machine. We are lying in the bed, PJ's on and at 10pm there is a knock on the door. 3 policeman are standing there. I am shocked to see them, they are shocked to see me. They say there had been a noise complaint about our room..... I told him there must be a mistake. He said, yes, it might be, just call the manager and he was sure that we could straighten it out. I call, the clerk says the manager wants us to leave, there had been a complaint that our door was being opened and shut and they had tried to call but our phone was disconnected (the two yr old, I do that to keep him from calling everyone in the hotel), they then say they called the other room and told that person there had been a complaint of people going in and out of doors. My father in law, said they called at 9:20 (they were resting) and all she said was that there had been a complaint of people going in and out of doors, he told her that that they just got in and got settled and it wasn't an issue anymore. They never bothered to come and check, didn't bother to let us know, NOTHING.
The manager of the hotel is talking to the clerk on the phone and refuses to speak to my husband or myself and tells the police to escort us from the hotel.
We are 2 and half hours away from the next nearest hotel, it is now 10:30 at night, it is 20 degrees with a north wind blowing so hard it is rocking the van. We have to load our kids in the car in their PJ's in a state of shock. My 6 and 8 yr old are crying because they knew they had been quiet and good all night. They do not even want to st ay at another hotel again. My husband and I are both in shock. I finally break down over the telephone while talking to a hilton rep. It was all out a horrific experience for us.
I am told by hilton that the general manger of the hotel will call me to take care of the situation. Well, to this day I still have not gotten an apology from the manger. I still have not spoken to a manager. A clerk called and told me they would refund my rooms (I paid for two) and that the manager said to offer his apology. I asked to speak to the manager, can't. I call Hilton back, they offer me two nights somewhere else, that is fine, but I still want something done.
Long story short, nothing has been done, they gave me two free nights, my husband (business travel) and my family spends close to 6000.00 a year at hilton hotels, and expect me to let it rest. The hotel to this day has only refunded one of my rooms, Hilton has been "trying to reach the manger" for some time now and hasn't been able to. I want them to do something to make sure that this doesn't happen to another family.
This really tramatized my family. There was times in college, I probably deserved to get kicked out of a hotel, but didn't. Now I am a upper middle class family with four well behaved children and I get kicked out of a hotel because we were going in and out of our room, BEFORE 10PM AT NIGHT.
One last thing, I asked the clerk right before we left, "so I could call and say room 312 is making too much noise, wait and call back 15 minutes later with the same complaint, and you are going to have them police escorted out of your hotel without ever verifying if it is a legitamate complaint, HE SAID YES!!!!!" I thought my husband was going to explode. The policeman were even apologetic about the situation, they knew there had been a mistake!
I just want people to know about Hilton's customer service. I will never stay in another hilton again. They think throwing what amounts to one free night for us (we always rent two rooms a night) should make this all go away. I do not care about the free nights, they could throw a week at disney in and it wouldn't make us for the trauma it cause my children and my family. I want to know that some kind of disipline action was taken. They can't do that.
IT IS A JOKE. We will be staying at Marriot's from now on.
Thank you for listening.
Brian and Genia Cole
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