Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We stayed at this hotel with family on Mother’s Day weekend. We went to the pool and hot tub for a few hours. The water in the pool was dirty and oily with a lot of debris in it. I started having some rash on my eyes and I went to the room to wash my face and put some cream. But my eyes started watering and I had some kind of allergy. My son complained about his eyes too. We washed his face but nothing helped. We took medicine for allergies to soothe the rash. My husband noticed the next day that his new blue color garment turned light grey. We thought it was because of too much chlorine in the pool or hot tub. We sent messages on the ****** application. We are ****** hotel members and we have been in this hotel many times. Customer service responded after 3 messages the next day that they do everything by regulations. We went to the front desk to talk to the manager. The manager’s name was *****. He didn’t want to listen. Started screaming that it was not his problem and we used some wrong detergent that caused the garment to get bleached. He said that there could be some chemical reactions in the air causing my and my son’s eyes to itch. He said that I’m taking pictures of him and we have to get out of the hotel and he will call the police. He was mentally unstable and we left the room. We called the ****** customer service line. They’ve talked to ***** and said we have to leave. It was a holiday and we had to pack and rush to leave the hotel. This is the worst experience I’ve ever had in a ****** hotel. This is not a motel where they can disrespect customers and where you can hurt your health. I should have taken a sample from the pool and hot tub water and brought it to the health department. I attached a picture of the garment. Please help me with this issue and check this unstable employee. I don’t care about money. This is just really disrespectful. Awful hotel. They had a nice manager year ago and this hotel turned into two cheap motels.

  Business response

  06/08/2023

  Thank you for sharing the information below. 

   

  I personally spoke with ******* husband on the telephone (May 19^th) and we agreed on compensation which was equivalent to the overall stay via Hilton Honors membership points that were deposited into the Hilton Honors account associated with their stay.  The Jacuzzi chemicals are tested daily by a professional and reputable company serving other hotels in the valley as well as other Hilton hotels. In addition, we received no other complaints from other guests who stayed over Mother’s Day weekend pertaining to the Jacuzzi chemicals being irritating or discoloring any articles of clothing.  Also, this situation has been addressed with Peter, the manager Laura and her husband interacted with as a coaching opportunity. 

   

  Please reach out to me if any further assistance is needed. 

   

  Warmest Regards,

   

  ******* ** *****

  Director of Hotel Operations

  DoubleTree by Hilton Golf Resort Palm Springs

  ************

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