Richard sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
Dear Mr. Nasetta;
I have been a Hilton Honors member for over seven years and, for the vast majority of the time, have received excellent service and hotel rooms.
My wife and I recently stayed at The Homewood Suites in Carlsbad and I feel compelled to write to you about our unfortunate experience there.
The HHonors website advised the hotel was in the process of a "soft renovation" but when we checked in the renovation was nothing but "soft". There was dust and wet paint and exposed drywall and plastic hanging over many walls and torn up carpet and chemical odors throughout the hotel. The entrance had been moved to a regular room to allow the renovation of the lobby and there were way too many people crammed in that little room checking in. The chemical smell was overwhelming. Once we checked in to our room we could still smell the glues, solvents, paints etc. and, because of my COPD, breathing was very difficult for me. My wife has no respiratory problems but her eyes and nose were running the entire two days of our stay.
The dining room had been moved and was set up in a room clear across the hotel, and not convenient for anyone. I could not walk there because of my COPD so my wife had to walk there both mornings and bring my breakfast to me. There were no trays and the kitchen staff couldn't find any trays for her to use so she had to make three trips, clear across the hotel every morning.
You may consider this complaint minor but for two nights stay (6/11-6/12) our bill came to $532.26. That is an extraordinary amount for a stay in a hotel that was clearly not suitable to stay in. We would have moved but it was a busy weekend in Carlsbad, and we could find no other hotels on such a short notice.
We stay in Carlsbad at The Homewood Suites and The Hampton in fairly often as our grandchildren live in Carlsbad.
We have never encountered such a bad hotel experience and thought you should be made aware of what your guests are experiencing in this particular hotel.
My wife and I are retired and travel quire often and we hope to never encounter this type of experience at a Hilton property again.
Sincerely;
Richard
