Hilton Garden Inn Albuquerque North/Rio Rancho

This woman has been unable to work with two different sales managers before I got involvedWe bent over backwards for this woman and I personally made many concessions for herWe did not charge her for the banquet space, we gave her an additionalmeeting room to house her cash bar, I gave her a
complimentary sleeping room in which she decided to bring her dogs and lock them in the room even though we are not a hotel that allows pets on the property at allShe left her dogs in the room and we had a total of other guest complaints about the dogs barkingTwo of those six complaints resulted in the refund of the money paid for those rooms to those unhappy guestsother guests scored us low on the surveys they were sent speciffically talking about the dogs barking at am Ms* came strolling in the hotel intoxicated around 4am as was not the least bit concerned that her dogs had disturbed a whole floor of other guests I did not charge her for the money I had to refund nor doid I charge her for the cleaning fee that we normally charge someone when they sneak their pets into the hotelI worked her event personally and can tell you that I spoke with this lady numerous times throughout her event and not one time did she complain about the food nor did her guestsShe had nothing but great things to say throughout the entire event! In fact, when her event was over, her and her family stayed in the room and extra two hours cleaning each and every pan on the buffet making sure not to leave anythingThey took home all of the leftoversMy AGM was also working the event and in fact provided security at the doorHe spoke with everyone as they came in and when they leftNot one of her guests said anything negative about the event, or the food that was served at the eventIn fact we heard great things about the food and how nice everyone was. Finally, this lady knew that she was to settle up before she left the hotel and instead, she snuck out of the hotel without paying the billIt wasnt until I asked her for payment that she informed me that the buffet was missing a saladI removed $per person off of her bill and then another $for the tax for a total of for the fat that the salad was missedThen when I did that she started telling me about how bad the food was and wanted an itemized receipt in which I have sent to her on numerous ocassionsHer origional contract states the charge as a per person event not was not a per food item eventI have attached the copy of the bill I sent to her with everything lined out for her. It is more than obvious that this lady is trying to skip on theis billI have forwarded her file to out legal department and intend on filing theft of service charges on her for skipping the bill

Complaint: [redacted]
I am rejecting this response because
This business was difficult to work with immediately after the original salesperson that set up the event left the hotel in November 2016. I had to fight tooth and nail and I was the one to reach out to the salesperson to get the ball rolling on the details of the event.
The manager of the hotel did not "give" me anything extra. In the contract it included the cash bar and in fact, we were supposed to have 3 conference rooms and we were only given 2. I didn't have an issue with most of the discrepancies until management refused to give me an itemized statement of the food so that I could figure out what I was and wasn't charged for.
The manager provided a free room for me and my family after I had an incident with the saleswoman that took over my event planning to make up for how rude she was. When I attempted to have a block of rooms reserved for guests wanting to stay at the hotel she told me that she wasn't going to waste her time with just a few rooms because it would take her an hour to do so, even though that was part of the contract I signed.
The manager of the this property refuses to provide an itemized statement of what I was being charged for. None of the other issues he has raised were ever in question until I asked for a credit on my bill for the items that were not served. I questioned the totals provided on the initial bill because they have changed a few times. I requested the bill before I left the conference room after cleaning up. I had discussed at length with the previous salesperson the logistics of my daughter's high school graduation and I was told that no one would be in that room the rest of the night and I could clean up after the event was over. There was no set time on when were to be done cleaning up. There was no bill ready for me at the front desk before I left the morning after the party because I checked out of my hotel room and even if there had been I would have waited to talk to Jay or a salesperson about the charges because of the missing salad and cheap brownies. I think a lot of the issues could have been resolved if there was communication from this property, their sales people and the manager.
I could go around and around pointing fingers about what was good, what was bad, but I really just wanted a clear break down of what I was charged for each item because there is a discrepancy and this manager wants to fight instead of resolving the issue. I really do think that I was shorted by being told that the chef's specialty brownies were going to be served and I was provided with vending machine style brownies (complete with wrapper included) and I would like compensation for that and the salad. Management will not tell me where this banquet service charge is coming from because no where on the contract is there any mention of this. I also believe that the tax rate is incorrect and as a consumer I have a right to know what I am paying for.
As for the rest of the issues, I think the manager is being incredibly petty and unprofessional by making personal attacks. I can't understand how he would know what time I returned to the hotel, but I wonder if he keeps an eye on ALL of the guests that closely. That is incredibly odd behavior.
Regards,
[redacted]

What I have been requesting is a breakdown of the food I am being charged for and credit for the salad and brownies because the salad was not served and the brownies were not what we ordered.  It was as if the hotel forgot about the dessert included in the meal and just filled the table with brownies that should go in a vending machine.  I have requested this over and over and have not had any success.  I do not know why there is a banquet charge because that is not in the contract and I only want to know why I am being charged the amounts I am being charged.  I am willing to work this out with the business, but as a consumer I have a right to know what I am being charged for.  This property did not provide anything for free except for the hotel room for the night because of how I was treated by the salesperson when I requested a group of rooms be blocked off for guests who may want to stay the night after the party.  She also informed me at that time that the hotel did not have enough tables to accommodate what was on the contract.  She said they only had 8 tables and they could try to squeeze 10 people on each of them, but it was going to be a tight fit.  This was only when I made contact with the hotel because they never reached out to me after January 2017 for any last minute confirmations.  I had to initial contact each time.