Complaints

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i stayed at this property , it was dirty and the room smelled like dogs. I had to move rooms 2 times . there were guest all over the property with huge dogs , some people had up to 3 dogs in 1 room. the breakfast was cold and nasty, with very little selections. upon leaving i was almost attacked by a dog in the elevator and i am pregnant. i did make complaints immediately after this happened and the staff showed very little concern. i escalated to hilton honors twice, and the supervisor closed the case both times without reaching out to me or any compensation. 3 weeks later my card was charged 450 dollars. when i called the property , the supervisor ********* , and ******* at the desk kept lying to me saying that no one was available to speak to me of this situation. she told hilton honors they closed my case because the dog only barked at me . which no one was on the elevator the day of the incident but me and my husband so how would she know. i still have not been refunded my 450 dollar unauthorized charge and there has been no valid reason for the property to charge me 3 weeks after my stay and i recieved my deposit back upon checking out. they are very unprofessional and disrespectful and the property is dirty, horrible customer service to me as a diamond member

  Business response

  02/22/2023

  To Whom It May Concern, 

  
  

  Ms. ******** ***** was a guest of the Homewood Suites by Hilton San **********, CA on both 1/22/2023 and 1/23/2023 for a total of two nights for which she presented what is called a Be My Guest certificate for redemption for each night. Each certificate is meant to be redeemed for one night of complimentary lodging. After the hotel accepts the certificates for redemption, the hotel is to request redemption reimbursement from the Hilton Guest Assistance team. At the time of doing so, each certificate (attached for reference) came back with a "voided" status and requested the hotel contact the Hilton Guest Assistance admin team. I personally contacted the Hilton Guest Assistance admin team for next steps. The certificates were determined to have been voided at Ms. ******** *****'s request in exchange for Hilton Honors points added to her Hilton Honors account and later used for complimentary lodging. In short, Ms. ***** attempted to double her complimentary lodging rewards by presenting voided certificates as well as using her Hilton Honors loyalty points. This is not allowed and as such, the voided certificates were unable to be reimbursed to the hotel, leaving Ms. ***** with a balance on each of her reservations. One in the amount of $173.29 and the other in the amount of $175.22. The process back and forth between the property and Hilton Guest Assistance to resolve the issue with the voided certificates did take some time to resolve and as such, the balance due was not charged to Ms. *****'s card until 2/15/2023 as the property wanted to ensure that this was the appropriate action to take. Ultimately, Ms. ***** utilized the services and lodging of the hotel and did give the hotel authorization to charge her for her stay by providing her payment information for each reservation. Ms. *****'s Hilton Honors account was also reported to the Hilton Honors Fraud protection team for review and suspension due to this.

  
  

  Please feel free to reach me at any time should you have further questions or concerns surrounding this incident. Thank you. 

  
  

  Kindest Regards,

  
  

  ********* ***** 

  General Manager 

  *********.*****2@hilton.com

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