Upon check-in (7/9/2022), I was told my reservation payment was not seen due to a computer system upgrade. When the reservation was made/booked, the funds were charged at that time back in May 2022. After standing at the front desk for over 10min, I was then told payment could be seen and was ensured that all was fine. The following business day, the amount of the stay was charged again. I went to the front desk and the Manager, Jennifer said that was a mistake and she would reverse that charge. I had to wait 24/hrs for my bank to process this 'mistake' and I was unable to access $800 during that time. As a service recovery, I was promised enough Hilton points for the equivalent to a few nights stay, I was only awarded 35,000, for 1 night. The day of check-out, which was this past Friday (7/15/2022), I was charged $800 AGAIN! I was again told this was a mistake, but the Manager was not onsite to assist with reversing this 2nd 'mistake'. I called corporate and a claim was opened. I was also told by corporate associate that due to it being a Friday, the manager for corporate to review the claim would not view/approve until the next business day which was 3 days later on Monday (7/18/2022). After his review/approval, I would still have to wait another 24-48/hrs for my bank to process. So yet again, I am unable to access $800 and this time for 5days! I am extremely dissatisfied with all that has happened. Staff were unable to explain what had happened nor did they know how to fix the problem. Upon my check-in, the problem should have been identified as well as sufficient and appropriate follow up to ensure the reservation was in fact found with no issues. Staff need training relevant to their job role and managers should be easily accessible in situations where the Hotel is at fault and hundreds of dollars are at stake.
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