Utente ospite
7 ottobre 2024
I cannot recommend this property under any circumstances. I have been a Hilton Diamond HHonors member for over 20 years and have from time to time encountered minor issues with Hilton properties; but, generally, those were minor and were addressed by the managers. Sadly, this was not the case with manager for the Embassy Suites North Loudoun. First, I had a late night arrival at 1 am with delayed flights due to weather. I had attempted to do a digital check in via Hilton’s app; but, it ran into unspecified problems so I called the front desk at about 9:30pm their time and finally got to someone after waiting 15 minutes with the phone ringing. I let them know that I would have a late arrival. As a Diamond member, I obviously have a reservation guarantee. No surprise - in retrospect, when I arrived at 1:30am, they had cancelled my room and charged a “no show” fee. The kind front desk clerk did give me a room; but, it was not the type I reserved. She did not correct the “no show” fee nor did she re-establish my reservation. Basically, she altered the rate from my guaranteed rate to something much higher. As a government traveler, I am restricted to the Government Rate, so this became a month’s long fiasco with dozens of hours on the phone with Hilton to get it fixed. The hotel never answered their phones and despite assurances the manager would call me back to correct the error, he never did. In the end, I had to dispute the overcharges through my credit card. Second, as an asthmatic, I needed t have a feather free room. When I checked in, I asked the front desk to swap out the pillows. It took one and a half hours for that to be done - at it was only done by me physically walking the feather pillows down to the front desk and returning to the room with one single foam pillow. The front desk clerk promised to have the room addressed later that day. On my way out of the hotel at 7am for my day of work, I reminded the front desk about the need and they were not aware of the issue - but assured me that it would be done. Nonetheless, when I came back from working at 6pm nothing had been done. I stopped at the front desk on my way out for a dinner meeting and reminded them that I needed the room defeathered. When I returned at 9pm, still nothing had been done. So, I stripped the room of all feather products, walked downstairs and dumped it all at the front desk. About an hour later the manager (name started with an “A”, maybe Andy?) stopped by to deliver one pillow. I told him about the persistent failure that day. He apologized and assured me that the room would be addressed the next day. Well the next day, I reminded the front desk again as I made my way out to work. When I returned, nothing had been done. I reminded the front desk again and asked to speak to the manager again. He “wasn’t available.” In the end NOTHING WAS EVER DONE before I checked out. In addition, when I saw and let the front desk know that they had mistakenly changed my ro
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