DeeDee sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
Mr. Nassetta I forward this complaint letter to you on August 23, 2016 . I also forward one to Katrina at the Hampton in Edenton , NC. as of today I haven't receive a response back as of today.
This a copy of the complaint:
DeeDee
I'd like to bring to your notice that my weeklong visit August 26-28, 2016 your hotel was quite disappointing and definitely not at par with the kind of expectations I've developed for a division of Hilton hotel. Hence, I found it inevitable to write in to you.
During our stay, room 102 had more problems than the usual; we could not get the air conditioner were not working correct. We call the front desk and went down to the desk to report this and no one ever came to check out the problem. We also told them that the room had a mildew smell, they did send someone down and her behavior was utterly rude. She didn’t ask any questions just start spraying something on all the carpet. When she left the room it smells worst like some one were using some therapeutic Relief medicate . Again we complaint and this time no came back to the room. I and husband had to change room with them because they couldn’t stay in there under these conditions. My in-laws are elderly with no air with the weather in the 90’s would have made them very very uncontainable.
Morever, the room service for my in-laws room (i.e., Room no. 102) didn’t do their daily chores and I was forced to go out and buy cleaning product for the bathroom and I had to go the front desk to get clean wash towels. After various calls to the front desk and no one never response to any of our complaints we decide to change rooms (201) with my in-laws. This means my mother in-law had to use steps because she doesn’t get on elevator, which is why we put them on the first level floor.
On Saturday morning at 9:00 a.m. we go down to the area where breakfast is being server and to our surprise there were no hot food left the young lady that was preparing the food told us we should have came earlier because some of the other guesses came more than one time to get food and she does have anymore left. My understanding when we made the reservation that breakfast will be server from 6:30 a.m. until 10:00 a.m.
This was the worst trip for my in-laws who have not been on a vacation for a very long time. Hampton hotel in Edenton made me feel disrespectful and demeaning for someone who has had been staying in hotels across the United States. I would have like to leave your hotel but calling around town there were no openings. Checking into the other hotel in Edenton, Hampton was the better of the two evil. I'd definitely think twice before using any of the Hampton change of hotels in the future as I don't feel like a valued customer anymore.-
But, I do hope there's no repetition of the same action from the Edenton location in future with me, or any of your guests for that matter and that you take the necessary action to ensure the same.
My understanding is that Hampton has a 100% Satisfaction Guarantee, as you can see ours was a nightmare. The refund of $85.00 was offensive when we paid $700.00 for the weekend.
