Valerie Crenshaw sent a message to Christopher Nassetta that said:
Good evening My name I Valerie Crenshaw, I recently stated at the Hilton
garden Inn on Evans place in St Louis, MO which I have stated several
times. I checked in on 11-6 and checked out on 11/8/2015 . I noticed on
11/7/15 during my stay there was an hold on my account for $100 so my
husband asked the people at the front desk what was it for , they said
just in case you charge something to the room you will get it back when
you check out, as many of times as i have stayed at this location i
never noticed this but I was like oh well no big deal. When I check out
I asked the guy at the front desk will I be getting my $100 dollar he
said oh yeah you are good you have a 0 balance. So today while checking
my account the Charge is posted on my account for $100 so I called the
Hilton at 5:30 am when I noticed it the young lad at the desk said im
sorry it was just a hold it should falling off in a couple of days i
said no its was a hold for a few days and now its posted, She said im
sorry i will have the manager call u back at 9am when she come in.@
3:49pm I received a voice mail for Vernita stated the $100 is for the
broken a/c unit. so I called The Hilton back and ask to speak to Vernita
they asked who is calling i told them Valerie Crenshaw they asked me to
hold , while holding for what seemed like forever i decided to also call
from my office phone I asked to speak to Vernita w/o giving my name and
to my surprise she picked right up. I told her i was still actually
still on hold waiting for her on my cell line . So I asked her why
didn\'t she pick up the other line she didnd answer that question so I
asked her what damage was she claiming I caused she stated to the a/c
unit i told her i didn\'t damage any property only two adults where in
the room the hold stay . I asked if the Hilton really felt i did some
damage why didn\'t the call me. why did it take me to inquire about my
money for this being the first time of me hearing of this? she told me
I would have to call the manager at a different number . I I asked for
the name and number of the CEO of the Hilton Garden Inn she refused to
give it to me and when I asked was she was refusing to give it to me she
said this call is being terminated . Sir I truly hope this conversation
was recorded this is not how you treat your customer im a Hilton honors
member. I love the Hilton this is why im so disappointed.. Im writing
you because Im sure you are not aware of how and unprofessional Vernita
is . I think you should be made aware and I did not cause any damage to
your property. this is concerning to me yes its only $100 but its false
charges.
