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Hampton Inn & Suites Complaint - The worst customer service - Hampton Inn Parsippany North NJ
Hampton Inn Parsippany North NJ - Complaint
PARSIPPANY, NEW JERSEY -- My wife and I booked a room for Sunday January 2, 2011 night through hotels.com. Full disclosure - the information we received when we booked the hotel stated they have a 24 hour cancellation policy. Saturday January 1, 2011 night was terrible for our family as my kids were sick and vomiting all night long and consequently we could not make our trip. We called hotels.com early in the morning and they stated that they had no problem providing the refund under the circumstances however they needed the approval of the GM of the property. The GM, Mr. Michael Williams, was contacted and he would not approve the refund because we did not cancel within 24 hours. We explained to the hotel that we could not have possibly foreseen the Saturday night events and that we still wanted to stay at the hotel at a later date however they will still not approve the refund. In fact, in my opinion, the hotel staff seemed uncaring and unhelpful and couldn't care less about our circumstance.
The Guest Services toll free number was of no help and their staff seemed just as uncaring. After my third call to the Guest Services number I finally reached someone who seemed to care however she was unable to help me. I called the hotel again on January 3rd to speak to Mr. Williams but unfortunately he was not in. Instead I was put through to the manager on duty by the name of Binny. After him not being able to help me satisfy my issue, and once again a Parsippany North staff member who seemed to care less, he proceeded to use profanity and go off on a F-bomb tirade towards me. Obviously I was shocked. Once Mr. Williams heard of this conversation, his reply was not of apology or even concern. He blamed me as Binny had obviously lied about the conversation in order to make himself look better. Regardless, a hotel manager telling me to "F-off" and "Go F yourself". Are you kidding me?
I have been met with nothing but poor customer service at almost every turn from the Parsippany North NJ hotel itself to almost every person that I have talked to in Guest Services at the Hampton Inn/Hilton. I even had someone I know personally call anonymously to the hotel to ask a question that I thought might help me and the Parsippany North staff member who answered the phone was also rude to them. I have no idea what is going on there but I strongly suggest that you stay away from this hotel. I can only imagine if I would have stayed there and I had a problem in the middle of the night with one of my kids. It sounds like if I would have had to ask for hotel help, I would have been greeted with a resounding NO and a WE DON'T CARE.
The Guest Services toll free number was of no help and their staff seemed just as uncaring. After my third call to the Guest Services number I finally reached someone who seemed to care however she was unable to help me. I called the hotel again on January 3rd to speak to Mr. Williams but unfortunately he was not in. Instead I was put through to the manager on duty by the name of Binny. After him not being able to help me satisfy my issue, and once again a Parsippany North staff member who seemed to care less, he proceeded to use profanity and go off on a F-bomb tirade towards me. Obviously I was shocked. Once Mr. Williams heard of this conversation, his reply was not of apology or even concern. He blamed me as Binny had obviously lied about the conversation in order to make himself look better. Regardless, a hotel manager telling me to "F-off" and "Go F yourself". Are you kidding me?
I have been met with nothing but poor customer service at almost every turn from the Parsippany North NJ hotel itself to almost every person that I have talked to in Guest Services at the Hampton Inn/Hilton. I even had someone I know personally call anonymously to the hotel to ask a question that I thought might help me and the Parsippany North staff member who answered the phone was also rude to them. I have no idea what is going on there but I strongly suggest that you stay away from this hotel. I can only imagine if I would have stayed there and I had a problem in the middle of the night with one of my kids. It sounds like if I would have had to ask for hotel help, I would have been greeted with a resounding NO and a WE DON'T CARE.
Comments:
Posted by Prince-Caesar on 2011-01-06:
If you knew the cancellation policy, then why do you think the rules don't apply for you? Anyone can call in and say 'hey my family is sick we cant make it". thats why the rules are in place. Thats also why there is insurance.
Posted by jktshff1 on 2011-01-06:
Next time book direct. Probably would have turned out better. Goes to show ya the 3rd parties ain't worth the time. They helped a lot didn't they?
Posted by msnanny on 2011-01-06:
Why is it poor customer service just because they will not break their policy for you? 24 hours notice was required for cancellation. You did not provide that, you do not deserve a refund.
Posted by momsey on 2011-01-06:
Definitely, the profanity is completely uncalled for. But you knew the cancellation policy. You didn't meet it. You did your best to get an exception, but the exception wasn't granted. That's the bottom line.
Posted by Prince-Caesar on 2011-01-06:
momsey, i have a feeling we're not hearing the whole story regarding the profanity.
Posted by trmn8r on 2011-01-06:
You were asking for a favor as you called the same day to cancel, and there is a 24 hour cancellation policy. The only reason I can think the hotel would make an exception is if they believed your excuse. Think about it - anyone could call and say "our whole family is sick, may we cancel without penalty?"
What you haven't stated is what the conversation was prior to off-color language being used. Did they just start swearing at you after you asked for a refund? That doesn't make sense.
What you haven't stated is what the conversation was prior to off-color language being used. Did they just start swearing at you after you asked for a refund? That doesn't make sense.
Posted by momsey on 2011-01-06:
Very true, Prince.
Posted by unhappy999 on 2011-01-06:
It sounds like you called several times during the course of a couple days to try to get a refund. Unfortunately, you did not cancel within 24 hours so they were not obligated to give you a refund. That's what sometimes happens when you make a reservation and for some reason, you can't go at the last minute. Next time, don't make a reservation or call the day you are going to leave to book the hotel and always book directly with a hotel instead of going through a third party. I'm guessing the hotel was not even close to be being full this time of year so you did not really need to book in advance except you were trying to save some money through Hotels.com. Probably you would not get a refund canceling the day of the reservation at any hotel. I think if you hadn't kept calling there, they wouldn't have used profanity with you. That wasn't right but you should not have kept calling their either. No means no.
Posted by olie on 2011-01-06:
It would have been nice if you'd been given a refund, under the circumstances. I can even see calling at a different time, hoping that a different manager might give you the refund.
It sounds like you kept calling, though, and that your calls were logged. While that doesn't excuse the foul language--if you'd stopped after 2 denials, you would not have exposed yourself to that language in the first place.
I checked out this hotel online. The site very clearly states "Rates displayed may be non-refundable". You were aware of the 24-hour cancellation policy.
I don't know how much you were charged, but I'm pretty sure it's not worth the grief you're going through. Chalk it up to experience and "one of those things".
It sounds like you kept calling, though, and that your calls were logged. While that doesn't excuse the foul language--if you'd stopped after 2 denials, you would not have exposed yourself to that language in the first place.
I checked out this hotel online. The site very clearly states "Rates displayed may be non-refundable". You were aware of the 24-hour cancellation policy.
I don't know how much you were charged, but I'm pretty sure it's not worth the grief you're going through. Chalk it up to experience and "one of those things".
Posted by HamptonParsippanyNorth on 2011-02-06:
Hi all - this is Mike Williams, the General Manager of the Hampton Inn & Suites Parsippany North.
I specifically remember this guest, and there is more to this story that I will not get into here. However, please trust that we strive to continually provide exceptional customer service, but we are pretty strict about our cancellation policies. Every situation if unique, and we evaluate each cancellation request on a case-by-case basis.
Please feel free to read our customer service reviews on Hotels.com, Google.com, Trip Advisor and Priceline, amongst others.
Feel free to contact me directly at Michael.Williams@Hilton.com if I can ever be of service. Thank you!!
I specifically remember this guest, and there is more to this story that I will not get into here. However, please trust that we strive to continually provide exceptional customer service, but we are pretty strict about our cancellation policies. Every situation if unique, and we evaluate each cancellation request on a case-by-case basis.
Please feel free to read our customer service reviews on Hotels.com, Google.com, Trip Advisor and Priceline, amongst others.
Feel free to contact me directly at Michael.Williams@Hilton.com if I can ever be of service. Thank you!!
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