Guest User
April 16, 2024
my husband and I had a reservation at this hotel April 15. We are were arriving from separate cities and my flight was canceled and I had to take a later flight than expected.(he flew from home in Chicago and I was flying from Michigan after visiting my mother who is on hospice.) He arrived at the hotel first, but since I booked the hotel it was in my name and the front desk employee named Heidi would not let him check in. She said I had to be with him. I called the reservation center and added his name to the reservation as a guest. She still would not let him check in I called and explain the situation to her that my flight was canceled, and it was beyond my control , but I would be there later in the evening on a new flight. She still would not let him check in was unhelpful and unsympathetic and rude. I asked to speak to her manager, who she said his name was Teresa, who she said had left for the day. She said I had to cancel the reservation that I had made months previously and rebook it in my husband’s name and this would make the triple because it was a last-minute reservation instead of a booking. I did ahead of time to make it more affordable. when I tried to explain this to her, she cut me off and she said I’m canceling this reservation and hung up on me. Hilton needs to be put at the front desk because this is your first and last opinion of the hotel as a whole. We have never had such a bad experience at Hotel for business. My husband left and found a much nicer hotel that was not a Hilton brand. Shame on you Hampton inn and Heidi!