Pilot S
28. elokuuta 2024
I woke up in my room at 11:30 due to noise coming from lobby(not their fault big open space that echoes). When I turned on the light I saw a huge roach on the wall about a foot from my head and when I jerked away another one move on top of the bed covers on the other side from me. Nope, after only being in thw hotel for about 5 hours i quickly packed and went downstairs to the desk to leave. I can’t sleep in a room with roaches. I tequested an immediate checkout with a refund for that 1st day. Two people at the front desk one said “I can’t check you out, I can only send a request to my supervisor tomorrow asking her to check you out”. The other added “you can’t check out because you haven’t waited and followed out maintenance procedure”. So the Hilton Stockton told me I couldn’t leave because I wouldn’t wait for maintenance to go look for the bugs themselves at midnight. I had to leave and book another hotel 30 minutes away and lose even more sleep. The next day I looked on the app at 1pm and they had not checked me out and were still going to charge me for not only the bug infested 1st night but two more. As a hilton honors gold member I had to stay on the phone for over 90 minutes begging Hilton to “ask” the location manager if they would agree to check me out and give a refund because Hilton cannot do anything for me unless the hotel with roaches agrees to check me out. After 90 minutes and talking to two different managers I finally got a refund and when I asked if they could do any better than the 20000 points they offered… “I was told in a very snotty voice that, they had adked for and gotten me a refund and that was sufficient, they didn’t owe me anything at all” Moral of the story: If you stay at the Hilton Stockton and complain about ths roaches on your bed and near your face, you have to qait until they follow their procedures for roaches(How often foes this happen??). before you are “allowed” to leave. If you’re a loyal Hilton Gold member, you should expect to beg corporate for 90 minutes to ask for a refund and remember that they don’t owe you anything.
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