Hilton Worldwide Reviews (%countItem)
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Hilton Worldwide Rating
Description: Hotels
Address: 7930 Jones Branch Dr Ste 1100, McLean, Virginia, United States, 22102-3313
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+1 (314) 331-9029 +1 (636) 536-1387 +1 (314) 428-8465 +1 (573) 636-9664 +1 (314) 521-6445 +1 (217) 324-4505 +1 (314) 421-6468 +1 (217) 347-2828 +1 (573) 814-5465 +1 (314) 621-5267 +1 (314) 923-3970 +1 (417) 831-9786 +1 (417) 875-8801 +1 (417) 832-1201 |
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My partner and I have been coming to this hotel for the past couple years. We visit St. Louis for a relaxing getaway and love coming to the Hilton. However, our last visit was not a good visit. We felt very mistreated by the end of our stay. To be completely transparent, an employee walked into our room while I was having a very intimate moment with my partner. The employee was completely unprofessional, unapologetic and unremorseful towards her actions. She never knocked or announced who she was prior to entering. She came into our room before it was even time for us to check out. There are clear guidelines to how to enter a guest room. They were not followed in this case! She closed the door and stood behind the door chuckling, never apologizing for imposing or not announcing who she was. The privacy sign was on the door as well. When I called to speak with management about the encounter, the person that answered the phone wasn't very friendly either ( *** she quickly dismissed my complaint and shot me over to the manager. Please understand my extreme dissatisfaction with my stay; within 5 mins, my entire privacy at this hotel was violated! We felt mortified and to be honest by her chuckling and uncaring ways, it seemed like it was done deliberately. We felt discriminated and violated. After speaking with the manager and exchanging a couple emails, the manager just simply stopped replying. This is horrible customer service. I would never enter a person's room without knocking first! This is not how hotel guest should be treated. We left the hotel not enjoying our stay at all. We basically paid for a horrible experience.
We take security and privacy very seriously. The reservation did not have a late checkout and it was after 11:00am. The Housekeeper and Supervisor knocked on the door and announced housekeeping which may not have been heard. If there is not a late check-out, we have a standard operating procedure to make sure they have left. The Housekeeper entered the room and was embarrassed as well. Price-line had our checkout as 12:00pm, which was the information given to ***. I have reached out to *** and awaiting a response in order to resolve.
We have contacted third parties and audited the information for check-in and check-out on their sites for the hotel.
I stayed at this hotel from 07/17/2019-07/21/2019. Our hotel confirmation number is ***. My room was not serviced one single day while we stayed at this hotel for a large family reunion (room under name ***(my son in law). I called and complained every single day about no housekeeping in the room, no clean sheets and water leaking in the room. they would send someone up to provide the items but still, never service the room not one single day. Upon checking out I was advised I was being charged a 250$ smoking fee for smoking marijuana in the room. I AM IN MY 50'S AND HAVE NEVER SMOKED a day in my life. I told them they must be crazy or smelt it from another room my grandkids were staying with me during the family reunion. My daughter came to my room one day with legal Marijuana in her pockets again it's legal and she is a medical card carrier) no one ever smoked in the room not once and she told the staff about it being in her bag out of common courtesy because that's how she was raised. They had this information on Wednesday and still chose never to tell us there assumption and reason for not servicing our room even though I asked daily. we were treated horribly and I told them to come to the room with me because there was no way there was a smoke smell because I don't/ can't/won't and would smoke nor let anyone else smoke in my room. I am completely handicap and on social security because I can barely walk due to a back injury. I was told by staff that if the housekeeping said you were smoking they wouldn't have to service your room and that is exactly what they did. I repeatedly have tried to contact corporate and the hotel to get this straightened out to no avail.. we were treated horrible and we were charged a crazy fee for no reason what so ever.
This guest has filed complaint against the wrong hotel.
Not only do we have nobody who was registered under that name, we also do not have an 8th floor. This guest stayed at the Embassy Suites St Charles Convention Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, They are correct I filed a complaint for a hotel at the incorrect address by mistake. The actual address is embassy suites by hilton st louis, st chalres, ***. I am sorry for the confusion and also our hotel confirmation number is *** can you please update the address and continue following up on this complaint please.
Sincerely
Dear ***:
This letter responds to your letter of July 29, 2019 to Embassy Suites relating to a complaint made to your office by Ms. Saundra Brown.
*** was a guest in the Embassy from July 17 through July 21, 2019 and is alleging she was wrongfully charged a smoking fee of $250 and that her room was not regularly cleaned during her stay at the Embassy.
The Embassy is a “Non Smoking” hotel. Smoking is not allowed within the hotel premises. Guests are notified that smoking is not allowed within the hotel premises through the hotel’s website and signage placed in each guestroom.
We have investigated Ms. Brown’s complaint and have evidence that contradicts the allegations made in her complaint. We have gathered statements from the Hotel Housekeeping, Inspector and Front Desk Staff members. A summary of the statements confirms that on July 18, 2019, Hotel associates smelled a strong odor of marijuana smoke in the hallway outside of guestroom number 811. When they entered guestroom number *** the odor became more intense. Because the smell and smoke were so strong within the guestroom, the Hotel’s Housekeeper Inspector made the decision that Housekeepers were not to enter the room to clean it during the time the guest was registered to the room. The incident
was reported to the Front Desk Manager on that same day and a decision was made by Hotel Management to assess the guest the $250.00 smoking fee.
When the guests were checking out of the Hotel at the Front Desk on July 21, 2019, they inquired as to the charge and were told by the Front Desk Manager of the strong smell of marijuana witnessed by Hotel Housekeeping staff. While they argued that they did not smoke in the room, they did admit to having marijuana with them in the room. The Front Desk Assistant Manager asked the Hotel’s Housekeeper Inspector and Housekeeper that witnessed the smell and smoke to come to the Front Desk. When they shared their experience of the strong odor and presence of smoke within the room and hallway, Maurice Frazier, the complainant’s son-in-law, and also a guest within the room, told the Assistant Front Desk Manager to go ahead charge the room and it was “all good”.
The smoking charge is in place for a reason. Because the Embassy is a Non Smoking facility, it is very important to our guests and staff that the policy is enforced. Additionally, if a guest smokes within a guestroom, it requires a deeper cleaning at the time of checkout, so that the smoke smell is completely removed.
Based on the information noted above, we support the decision of Hotel management to charge the guest’s card for the smoking fee. If there is additional information or you would like to discuss, please contact me. My direct dial phone number is ***.