Doubletree by Hilton Richmond Airport

The response provided by the business is the same e-mail provided to me previously, and is not acceptable to me Thank you Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

*** *** was spoken to by Dawn C*** our Director of Front Desk Operations yesterday morning and told that she would look into this matter right away with the Executive Housekeeper, room attendant and General Manager and get back with her todayWhen Dawn called Ms*** back this morning,
Ms*** immediately said she had filed a complaint with the Revdex.comDawn told her that not only was the room fully inspected prior to her arrival, but it was also re-inspected after the room attendant had cleaned her room and no tampon was found under her bed or any other trash throughout the roomOur beds are on platforms that would not allow enough space for something to get under the bed and not be noticed when the inspector routinely pulls the bedskirts aside to inspectAccording to Ms*** she had already (slandered)given us a bad review onlineShe mentioned that her mother had worked for us and this would never have happened...mentioning "Dorothy"She also told Dawn that it wasn't about a refund as she works for *** and makes $**per hour and doesn't need the moneyShe said she just wanted to let us know and Dawn apologized for any inconveniences whatsoever, a number of times, that she may have experienced here.Ms*** said yesterday that she thought we were being dismissive of her since we said we would look into the matter. As to any other issues she never brought any of these up to us here at the hotelI feel she is adding to this to make sure she gets a refund of the one night she is requestingShe is a local resident that, I feel just wanted a free night!

Please note on the check in date for this *** sold out special event weekend, we had rooms available for this guest to check into however we did not have two adjoining as he had requestedRequests are not guaranteed but all Hilton properties do their very best to grant as many of the
requests as possibleOur housekeepers worked to complete them for this guest so that they could be together and got their rooms ready within the twenty minutes mentioned
We are a airport hotel and have contracts with airline crews where they can check out late into the evening (usually not past pm)For this reason we have at least one housekeeper here as well as one maintenance person here until pm each evening

The response provided by the business is the same e-mail provided to me previously, and is not acceptable to me.
Thank you.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted] was spoken to by Dawn C[redacted] our Director of Front Desk Operations yesterday morning and told that she would look into this matter right away with the Executive Housekeeper, room attendant and General Manager and get back with her today. When Dawn called Ms. [redacted] back this morning,...

Ms. [redacted] immediately said she had filed a complaint with the Revdex.com. Dawn told her that not only was the room fully inspected prior to her arrival, but it was also re-inspected after the room attendant had cleaned her room and no tampon was found under her bed or any other trash throughout the room. Our beds are on platforms that would not allow enough space for something to get under the bed and not be noticed when the inspector routinely pulls the bedskirts aside to inspect. According to Ms. [redacted] she had already (slandered)given us a bad review online. She mentioned that her mother had worked for us and this would never have happened...mentioning "Dorothy". She also told Dawn that it wasn't about a refund as she works for VCU and makes $21.00 per hour and doesn't need the money. She said she just wanted to let us know and Dawn apologized for any inconveniences whatsoever, a number of times, that she may have experienced here.Ms. [redacted] said yesterday that she thought we were being dismissive of her since we said we would look into the matter. As to any other issues she never brought any of these up to us here at the hotel. I feel she is adding to this to make sure she gets a refund of the one night she is requesting. She is a local resident that, I feel just wanted a free night!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

[redacted] was spoken to by Dawn C[redacted] our Director of Front Desk Operations yesterday morning and told that she would look into this matter right away with the Executive Housekeeper, room attendant and General Manager and get back with her today. When Dawn called Ms. [redacted] back this...

morning, Ms. [redacted] immediately said she had filed a complaint with the Revdex.com. Dawn told her that not only was the room fully inspected prior to her arrival, but it was also re-inspected after the room attendant had cleaned her room and no tampon was found under her bed or any other trash throughout the room. Our beds are on platforms that would not allow enough space for something to get under the bed and not be noticed when the inspector routinely pulls the bedskirts aside to inspect. According to Ms. [redacted] she had already (slandered)given us a bad review online. She mentioned that her mother had worked for us and this would never have happened...mentioning "Dorothy". She also told Dawn that it wasn't about a refund as she works for VCU and makes $21.00 per hour and doesn't need the money. She said she just wanted to let us know and Dawn apologized for any inconveniences whatsoever, a number of times, that she may have experienced here.Ms. [redacted] said yesterday that she thought we were being dismissive of her since we said we would look into the matter. 
As to any other issues she never brought any of these up to us here at the hotel. I feel she is adding to this to make sure she gets a refund of the one night she is requesting. She is a local resident that, I feel just wanted a free night!

Review: I recently completed a rewards stay at the Doubletree at Richmond International Airport in Virginia for 2 rooms, 2 nights each from 5 Sep – 7 Sep.

I was completely disappointed with this property. It is far and away the worst Hilton property I have stayed at. Because I trust your brand so much, and particularly the Doubletree brand, I did not research this property at all prior to booking . . . this proved to be a mistake;

• We attempted to check in at approximately 7:45pm, yet were told neither room was ready. After about 20 minutes of waiting, we were able to check in

• Upon entering the rooms, we found several concerns;

o They were filthy, particularly the fridge in room 409 which had something smeared all over the inside. Despite requesting a replacement or for it to be cleaned, it remained that way throughout our stay

o They were completely unsafe

? The office chair was missing one of the arm rests and had sharp metal exposed

? The main bed had a piece of angle iron sticking out approximately 3 inches past the bed frame, which my wife scraped her calf against

? The air vent above the pull out sofa had to be duct-taped to keep from falling out

o They were not equipped

? Only 2 towels when we arrived, and only 3 the following night

? No shampoo either night

o The service was poor, particularly by the Sunday morning staff

? Despite being told the check-out time was 12 noon, we had 2 separate knocks on our door by cleaning staff and a call from the front desk between 9:30 and 11:00 asking us to check out

? I called the front desk expressing my displeasure, as well as listing many of the items above, yet the gentleman on the phone was still only concerned with when we would be leaving

For these reasons I requested a full refund of the 40,000 points used to book the rooms. However, I was told the maximum they would be able to refund would be half of this amount.Desired Settlement: Refund of the full 40,000 points used to book the rooms.

Business

Response:

Please note on the check in date for this [redacted] sold out special event weekend, we had rooms available for this guest to check into however we did not have two adjoining as he had requested. Requests are not guaranteed but all Hilton properties do their very best to grant as many of the requests as possible. Our housekeepers worked to complete them for this guest so that they could be together and got their rooms ready within the twenty minutes mentioned.

We are a airport hotel and have contracts with airline crews where they can check out late into the evening (usually not past 7 pm). For this reason we have at least one housekeeper here as well as one maintenance person here until 11 pm each evening.

Consumer

Response:

The response provided by the business is the same e-mail provided to me previously, and is not acceptable to me.

Thank you.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I Stayed At The Richmond Airport Hotel On 6/27/2016-6/29/2016 When I Checked Into The Room I Noticed The Drawers On The TV Stand Was Broken (I Do Know That Its A Older Hotel) However Cleanliness Means More To Me Than Anything The First Night Was Ok But The Evening Of The Second Night I Pull The Covers Back Moving The Sheets At The End Of The Bed In Order Grab My Shoes And There Was A Used Old Dried Up Tampon Sitting There Which Did Not Belong To Me, Immediately I Was Disgusted!!!!!! I Didn't Wanna Sleep In The Room After That. I Even Made Sure To Check Out As Soon As I Could Which Was About 7ish The Following Morning, I Did Complain To The Hotel Front Desk As Well As Asked For A Manager Or General Manager Phone Number. The Front Desk Attendant Asked Me What Was The Issue And I Told Her And Then She Blows Me Off And Just Hand Me A Business Card And Turn Her Back Towards Me A Started To Have A Conversation With Another Employee Leaving Me Just Standing There It Was Never A Apology On The Behalf Of The Hotel Or Any Kindness. I Normally Don't Complain And I Know You Get What You Pay For But For $79.99 A Night (Booked Through Booking.com) I Atleast Though That I Would Atleast Get A Clean Room.Desired Settlement: I Would Like To Atleast Get Refunded For The Second Night I Stayed In The Room To Settle This As Well As A Apology And Moving Forward I Won't Stay There Ever Again.

Business

Response:

[redacted] was spoken to by Dawn C[redacted] our Director of Front Desk Operations yesterday morning and told that she would look into this matter right away with the Executive Housekeeper, room attendant and General Manager and get back with her today. When Dawn called Ms. [redacted] back this morning, Ms. [redacted] immediately said she had filed a complaint with the Revdex.com. Dawn told her that not only was the room fully inspected prior to her arrival, but it was also re-inspected after the room attendant had cleaned her room and no tampon was found under her bed or any other trash throughout the room. Our beds are on platforms that would not allow enough space for something to get under the bed and not be noticed when the inspector routinely pulls the bedskirts aside to inspect. According to Ms. [redacted] she had already (slandered)given us a bad review online. She mentioned that her mother had worked for us and this would never have happened...mentioning "Dorothy". She also told Dawn that it wasn't about a refund as she works for VCU and makes $21.00 per hour and doesn't need the money. She said she just wanted to let us know and Dawn apologized for any inconveniences whatsoever, a number of times, that she may have experienced here.Ms. [redacted] said yesterday that she thought we were being dismissive of her since we said we would look into the matter. As to any other issues she never brought any of these up to us here at the hotel. I feel she is adding to this to make sure she gets a refund of the one night she is requesting. She is a local resident that, I feel just wanted a free night!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,