Robin sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
Good Morning, my name is Robin, and I am a Hilton Honors member and we normally use Hilton establishments with our travel department. on 9/13/16 my employer booked a 3 day stay in the Embassy Suites Chicago Downtown, two double bed suite, our rate was 349./night and parking of 59/night. Total stay for 3 days was 1241.00 this was booked and paid for with our Companies AMEX card. My flight was delayed on Saturday and at 3:00 PM, I contacted the hotel, advised we would need a late check in after midnight and was assured my room would be available. Upon arriving at the hotel about 12:45 AM I was checked in and sent to a room on the 10th floor, upon arriving I noticed the Do Not Disturb in the door, I inserted my key card and it was plain to see the room was occupied bed ruffled water on the table used towels on the bathroom floor, and it was a 1 bed suite when I clearly booked and reserved a double bed suite. We took our lugguage went back down to the desk and advised the night manager who apologized and told me he didn't believe the room to be occupied, and I would need to wait there until he went up to check. I advised him I had been on a flight all day, could he just put us in another room and he could check the room he sent me to at his leisure. He advised me there were no other available rooms and the hotel had overbooked for Saturday night. He advised he would send me over to another hotel for the night, I inquired about parking and breakfast one of the main reasons we book with Embassy suites, he told me it would be taken care of. I went to the next hotel and had breakfast and parked there. Upon check in for incidentals I presented my CC not the original card used at Embassy to pay for my rooms, when checking out, I was presented an invoice and my CC was charged for 54.39. I presented the invoice to Embassy the next day I checked in asking for the manager, and he made a copy and I was advised they would take care of the bill. I did not hear from anyone so I inquired the next morning to a different manager who advised me the night manager would look into it and get it corrected. I went out to 3 meetings on Monday and returned with collegues at 2:45 PM upon returning I realized that my room had not been serviced, I called down to the front desk and they sent up a manager, the manager explained there is only one person working housekeeping and all rooms should be serviced by 4:00 PM which is her off time. I let the manager know that is completely unacceptable for a paying customer. She did apologize but it did not sit well with me at all for a Hilton Hotel. Next morning, I called down to check out and was told that my room declined, and I would need to stop and present another form of payment. I advised the clerk this couldn't be true because the room was paid for on the date of booking at least 3 weeks prior. By the time I arrived downstairs they had gotten the billing corrected. However, when I arrived home I see a charge on my personal credit card not the company credit card, I contacted the manager on Wednesday, who advised me they would credit my personal card and bill the appropriate business card. He apologized for all of my inconveniences and assured me the Corporate Manager would be in, he asked if I could send him copies of my charges via email, he took my email address down and since Wednesday, I have not heard from anyone at Embassy Suites. I am very dissatisfied with my stay, the service, inconveniences and the total disregard that Hilton has for it's customers. I will continue contacting someone until I get a resolution.
