Hilton New Orleans/St. Charles Avenue

Review: I checked into this hotel on Wednesday, July 2, 2014 and checked out Monday, July 7, 2014. The cost for these nights were $1,200.00. Upon check in I proceeded to my room (502). I notice the air conditioner on high. The room was very cold and there was a foul smell. I told my wife the carpet had a mildew smell. I turn the fan to the air conditioner down to low and notice the smell got worse. It smelled like someone had took a dump on the carpet. I immediately called the hotel desk to complain. A maintain acne person arrived and spray something on the carpet and stated you have to keep the air conditioner on high in order not to smell the foul odor.The spray did not work. The smell was still there. I complained and was only told I am sorry your room smells and to keep the air conditioner on high. I called around to other hotels but everything was booked because of the Essence Music Festival. I went to Walmart and purchased Renuizit air fresheners but this did not help.I expected high quality service for this price.I would like to either get a full refund or next years Essence Music Festival my entire four (4) night stay will be free. PleaseDesired Settlement: I would like to either get a full refund (credit card refunded) or next years Essence Music Festival my entire four (4) night stay will be free. Please

Business

Response:

Dear Ms. [redacted]:

I am responding to the subject, whereas a complaint has been submitted to the New Orleans Revdex.com.

The complainant had issue with what was a very cold room. Please know that It is our internal policy to set our sleeping room temperature to 72 degrees. According to nationally recognized AccuWeather, Wednesday, July 2, 2014, the ambient outdoor temperature in New Orleans reached 92 degrees with a heat index of 96.9 degrees. We sincerely apologize that the complainant found his room cold, however we feel we acted in the best comfort for all guest. As with all guest rooms, the thermostats are adjustable.

The complainant had a room related issue and complained to the Front Desk that the room smelled like someone had taken a ‘dump’ on the carpet. Please know that we are professionally offended in the use of complainant’s chosen adjective. Be that as it may, it was a housekeeping associate that responded to the complainant’s call to the Front Desk. Inasmuch, as our associate did not find a ‘foul’ smell, he accommodated the complainant and used an Ecolab ‘green’ product in our efforts to abate any concerns. We sincerely apologize that the complainant feels we fell short of his expectation to rid his room of a smell that only he could identify.

The complainant claims to have purchased Renuzit from Walmart. We respectfully request the complainant provide us with a time-stamped receipt for full reimbursement.

In our efforts to ‘work’ with the complainant and show good-faith-in-hospitality, I sent to him a complimentary one night stay in what will be our fully renovated hotel come the end of September 2014. The complainant has made it known that he has no interest in our offer of a complimentary one-night stay. In his reach to Hilton Guest Assistance, the complainant demands an all or nothing four (4) day future complimentary stay or full four (4) night stay adjustment to his current folio. I’m sure you can appreciate that these two particular demands are both deemed excessive and neither will be met by the hotel.

In our final efforts to work with the complainant, the Hilton New Orleans-St. Charles Hotel is prepared to provide him with a fifty percent (50%) discount on his recent stay however this offer is predicated on the return of our gift certificate. Please understand that we do this knowing that during his stay dates the complainant did have other hotel options but chose otherwise.

In closing, the Hilton New Orleans-St. Charles Avenue is a guest, associate, and community conscious entity. In the few instances that we have fallen short of any expectation, we have always done the right thing and will continue to do so.

As we seek final resolve with this issue, we respectfully request your support.

Respectfully submitted,

[redacted]/Hotel Manager