I booked 2 rooms at the Hilton Dartford in the UK for a family trip. A few hours later, the price dropped more then 10 dollars. When I asked Hilton, they said to file a lowest price guarantee claim. When I did, I did not hear from them until the next day, when they refused the claim because the person was unable to book at the mentioned price. When I send the screenprints of 2 more sites with lower prices, they just stopped replying to my e-mail. I have not heard from them since. As the hotel was prepaid there is very little I can do about it. Hilton's guarantee of $ 50, - if you find a better price is just a joke! They do not pay!

I had to take the time to send this letter to share with you my experience of staying at the Hilton on Kearny on Valentines Day.

Let me start by saying it was my first time at any Hilton, so my excitement was stomach fluttering; I put so much effort into planning this day and was very much excited about my first stay at the Hilton!

That morning I called ahead to get driving directions which Donna was very nice and helpful in transferring me to Concierge who gave me great directions leading straight to the Hilton with no problems at all.

Upon my arrival, Valet who generously offered to park my car as I proceeded to check in at the front desk approached me. Steven confirmed my reservation, which I paid in full at the time I reserved the room two days before on Hotwire, greeted me. He then inquired on the room of my choice; smoking or non-smoking asked for a credit card and left the counter to go to the back advising me he needed to check to see if he could get me a good room? Steven returned quite quickly advising me quite smugly he could not accept “that kind of card”, and I would have to have $250.00 cash deposit to check-in. At that, very moment I believe my heart stopped beating. I advised Steven that I was not aware of such a large deposit and nowhere in the confirmation did it specify that and I asked to speak with the Manager or Supervisor on duty.

Steven, without hesitating immediately said there was NOT anyone I could speak with that was Hotel policy. I asked him was he sure there was not a Front end Supervisor or Manager on duty or ANYONE I could speak with he said NO, gave me back my ID and said I could not check in.

Upset and almost in tears, I walked away and went back to my car to regroup. Here I was on Valentines Day trying to do something romantic and I had my Valentines flying in from Atlanta in 2 hours to meet me.

The only thing I could think of was to call the Hotel from my car. Once “Scott” answered, I immediately asked for a Manager or Supervisor on duty. Scott replied, “I am the supervisor on duty”. I was stunned. I had just walked outside not even 1 minute ago and told there was not a Supervisor there. Without telling Scott what has just happened I explained to him that I was unaware of such a large deposit, that the room was fully paid for. Scott too explained that Hotel policy was indeed $250 deposit for any damage, phone charges, and room service. I explained to him that I only needed room for romantic evening, no phone or room service was needed as I had just explained the same exact thing to Steven. Scott then asked me to hold for a moment, returned and said that I could check in and explained I could not use phone or order room service. I assured him that was fine.

I never left the front of the Hotel mind you. I nervously approached the front desk and greeted by Scott, who I remembered, was at the front desk when I initially attempted to check in three people down helping another guest, when I had just asked to speak with him a few minutes ago, and advised there was not one. I extended my hand to thank him and began to cry. I then told him what had just happened and that I felt like Steven was inconsiderate by blatantly lying and made me feel like he did not want me to stay there. Scott apologized immensely, stating that he indeed see me when I had just came in, heard a little of my conversation, but was UNAWARE that I had requested to talk to Manager or Supervisor. He said, “We are in the business of hospitality, and it is not our intent to make you feel uncomfortable or unwanted no matter what, and Stevens behavior by lying was unexcused.” He insisted on upgrading my room and asked if I needed anything else.

I did ask to leave a key for my guest that would be joining me later, Scott had me sign his name on my room receipt and told me, “Have a great stay!”

I’ll make the arrival of my date a short story, because I’m still 4 days later so very hurt, upset, and appalled at the treatment he received when he arrived, there was a problem with him getting the key, because they were harassing him about what had happened earlier 3 hours ago regarding the deposit. “OOOHHH MYY GOOOD”, I could not believe this. Eventually, after talking to Hannah he was able to join me.

Without a doubt, the pedestal that I had the Hilton on is crushed. I am not at all saying that I do not understand that there policies and procedures to be followed. However, when you blatantly LIE and make a customer feel like their business is not good enough, that is horrible customer service.

I will continue to ask myself why was Steven so abrupt and refused to let me talk to the Supervisor when he was right there standing three people away from him at the front desk.

I will continue to wonder why my guest was harassed after I thought the problem was resolved 3 hours after my check in.

The only answer I came up with is that I was African American.

I also assure you, I WILL NEVER AGAIN stay at any Hilton Hotel and make sure I tell everyone of my horrible and unexcused treatment I received from the Hospitality staff at your Hotel.

I thank GOD for Scott on my Valentines Day it ended up being beautiful, and Susan was very delightful the next morning as I checked out. However, there is an abundance of opportunity for etiquette training at the front desk.

Hilton Hotels have a big name but the Hilton hotel in Las Vegas is not even close to average according to me. I was there during a festival and I was really set back when I experienced lack of customer service at Hilton's. The line at the check in counter was really long and there was hardly any staff members present there to handle that much of a crowd. The woman at the counter was very rude and did things very slowly. She, for a fact, was of no help whatsoever. The valet parking at this hotel is a huge flop. We had to park our cars and had no problems when the valet boy was not able to for almost an hour. The service later was not good either. We really regretted going there. When I called the customer service to complain regarding the disservice and I had to leave a message and I haven't got a response from them for over two months now which proves that they are not bothered about their customers. I will never choose to stay at this hotel again.

Milton Street,

Nottingham,

NG1 3PZ, United Kingdom



We have received your Message Regarding the Job you requested. So we have considered hiring you for your services (...F & B WORKER...).

TERMS AND CONDITIONS OF SERVICE



(1) For Your Flight Ticket will be taken care of by Hilton Hotel, your visa and other of your traveling documents, but you will be the one to pay for your work permit. This will enable work here in England; without this you can not work in England.



(2) This Hotel does not want encourage anybody with criminal record.



(3) You working service for this Hilton Hotel attract £120 weekly allowance money.



(4) Causing a disruptive influence in the hotel. Is not allowed.



(5) Obedience is our priority.



(6) Punctuality is encouraged.



(7) You are to be paid (...(GREAT BRITAIN POUNDS)...) Monthly



So if you agree with these terms and conditions of services



Please let us know so that we can have our lawyer issue you contract/invitation letter and also all the necessary details on how to obtain your traveling papers. You can call us anytime you wish to take the interview. You can get his(employment manager)number below.

Employment Manager + 44 703 590 8884



respected reader, plz tellme is this email is fraud [email protected]

In a hurry to check out of the Mission Bay Resort on 6-15-08, I left several items of clothing hanging in the closet of our room number 630. The next day, I realized I had forgot the clothes in the closet and immediately called the hotel. After more than 17 phone calls and a return trip back to the hotel (from Los Angles) specifically to pick up my items from the hotel, I was told nothing was recovered from the room and they were ultimately not responsible for any property left after check out.

I was able to describe what I left; type of hangers (mine, from home) even the brand name of some items.

The front desk told me all "lost" items are turned into security; I was transferred to security and left a message. After several attempts to talk to a live person in security, I finally reached someone on 6/16/08. Security told me the room we stayed in was cleaned by housekeeping and nothing was turned in as "lost/left behind". However, they told me it was possible that housekeeping could have missed items in the closet but because the room was already occupied with a "do not disturb" on the door no one could get into the room to check the closet for my clothes. I was told by security to wait until the room was unoccupied and they would check the closet.

On 6-17-08, I called the hotel again and talked to someone at the front desk about my items and to see if the room was unoccupied. It was suggested by the front desk operator that I return to the hotel to pick up my belongings. When I arrived at the hotel, no one had turned my things into security. Again, I was told the room was still occupied with a "do not disturb" sign, and they could not check the closet. I was told they would contact me after the room was vacated and investigate with housekeeping. I completed an investigation report and left.

Finally, on June 20 I received a call from security, after the room was vacated and they "investigated" housekeeping, no one had seen or turned in anything from room 630. Security manager, "Tom" told me Hilton Hotel would contact their liability insurance carrier and a someone would call me.

On 6-25-08, I received a call from the hotel's insurance company - the hotel was not responsible for any lost of left property after check out, there was nothing they could do, I was not entitled to any type of reimbursement, settlement, etc.

I am more than frustrated, I believe my items were "found" by housekeeping - and were either misplaced after being turned into security (I was told at one time to return to the hotel to pick up my belongings) or the hotels housekeeping department decided to do a little "keeping"; after all most all the items I left in the closet were new or nearly new designer (Anne Klein, Ann Taylor, etc.) clothes, clean and on hangers - why not...