Hello to all, I am so tired of Hilton and Booking,com trying to find an excuse to avoid addressing the issues I am presenting. On 12/30/2022, we arrived at the Hilton Hashbrouck hotel in New Jersey expecting a quality visit and good hospitaility. The night before, I called to make sure I received clarification on checking in early and the deposit amount. I also asked to make sure if I can use a different card than the card I used to book the room, I was told by an employee that the deposit was $100 per room. I booked two rooms for almost $1200. I also asked can we check in early becuase our flight will land at 12:00pm. She told me yes we can if rooms was available. Upon our arrival, as checking in, I was told the seurity deposit was $100 per night for each room which is a hold of $600. I then began to question the amount and informed those three ladies by the name of Destiny C., Mae K., and Hillary V. that I was told different when I called the night before. I'm not sure which name goes with the manager's but she was very rude and disrespectful. I have stayed at the Hilton hotel locations for over four years now and never had to encounter such unprofessionalism and disrespect. We went back and forth for about an hour on why I was told the deposit was $100 per room not per night for each room. I even offered to pay the security deposit cash. They denied my offer. They then informed me that I can use as many cards as I would like to place the hold and pay for the room. At this point, my brother who is a top member of Hilton use his card to place the security deposit of $600. They emailed the hold form and he authorized the hold. The credit card machine was not working at all. They took copies of all payments and attached to each guests information until the machine comes back up. We then was given our room after waiting four hours. What we encountered in one of our rooms the toilet in the bathroom was nasty and stopped up. Maintenance had to come fix this. It was annoying because we just got the room. Everything should have been cleaned and working properly. We waited for four hours watching other guests come in to receive rooms before us. The ladies kept lying to us that they had not received the authorization form for the deposit. One of the ladies call me to the counter to tell me that we do not have any rooms becuase the card on file was denied. My response was why did you run that card without authorization and you made a copy of the card I authorized to use. She stated the third party company ran the card. I DID NOTAUTHORIZE ANYONE TO RUN THE CARD I BOOKED THE HOTEL WITH ENDING IN 5259. I BOOKED THOSE TWO ROOMS ON A ”BOOK NOW PAY LATER” TERM. I CLEARLY GAVE THEM THE CORRECT CARD AND THEY MADE A COPY OF THE CARD TO RUN DUE TO THE CARD MACHINE BEING DOWN!!! WHY RUN THE CARD I BOOKED THE ROOM WITH WITHOUT AUTHORIZATION????? Later that night, as we returned back to the hotel from a night out in the city. The manager was still there maybe
Molto buono
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