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Report: #1535920

Complaint Review: Hilton Hotels Corporate - McLean Virginia

  • Submitted:
  • Updated:
  • Reported By: Maria B B Robinson — Murfreesboro Tennessee United States
  • Author Not Confirmed What's this?
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  • Hilton Hotels Corporate 7930 Jones Branch Dr McLean, Virginia United States

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In august last year I stayed in a Hilton Hotel close to Nashville Airport. When I went to bed I noticed that the pillow case had a fresh catchup stain and that grossed me out. I filed a complaint and received a voucher for another stay.

Called call center and even with my voucher saying I had to stay in a Double Tree, the representative said I could choose another hotel since the hotel belonged to the same chain, so he suggested the TRU Hilton in Fort Lauderdale because was the closest to the airport and had a shuttle service available.

When I get there passed 10pm, the front desk Samuel said that I would need to pay with my credit card because they were not Double Tree and that could have a possibility that the manager would refund and accept the voucher (there were no guarantees whatsoever). I asked them to get me a room at Double Tree which was about 20 minutes away and was everything set so I would be in the right hotel and would have a place to sleep for only 6h, I got an uber and paid out of pocket. I had no idea that my nightmare was just about to start...

When I got there the story was completely different: they said that my voucher could be fake and they had to charge my card and in the next day in the morning, that charge would be refunded in case my voucher was legit!

I was badly treated by the front desk guy, the guy still called his Director CHERLIE JULMISSE who was extremely unprofessional and rude, even with hilton employee.

I called the TRU Hilton and asked to speak with the manager. Priscila was the one who actually tried to help me. I passed my phone to the front desk at BAHIA MAR FORT LAUDERDALE DOUBLE TREE BY HILTON and she told the front desk guy that my voucher was not fake and there was no need to charge me the full fee (just $50 deposit). He ignored that request and I had no other choice but handle my card so I would not sleep on the lobby.

When I was going to my room, it was already 12:30am, I asked the front desk about getting some help regarding my luggage. He said there was no one available to help (he could have helped but he didn´t), I had to drag 2 huge suitcases (one of them over 52 pounds) over at least 40 stairs. The front desk guy refused to change my room and he knew I would struggle to go thru the stairs with my luggage. In the middle I felf one of my vertabraes literally cracked. My pain was indescribable! I could not sleep one minute due to the pain in my back! I am still treating with anti inflammatory medication and it doesn't seem that is actually getting better so maybe surgery might be considered.

Next day in the morning I had to pay to another uber, again, out of pocket because they didn't have a shuttle for me in that location.

What should be a good experience turned to be my worst nightmare. Several days later I got my refund after contacting corporate because they didn´t act as promised and they kept my voucher (I could still take a picture of it though). They did nothing but what was the least minimum but not enough.

After contacting corporate, they said the hotel in Fort Lauderdale would handle the issue, giving me some kind of compensation.

Ms. Cherlie Julmisse called me and offered another voucher! Really? Do I really want to go thru all this again in the future? I think I deserve more than that!

Few days later I has contacted by another person, PJ JIMENEZ. He was extremelly rude on the phone, talking ironically like I was lying, no manners whatsoever. That conversation was followed by an email saying that they owe me nothing, that they didn´t refuse to help me with the luggage. He also said I was financially compensated which was a big lie. The only thing I got was a refund of the charge I got in order to get a room to sleep, but I used a voucher to pay for my stay so they didn´t give me anything! I really do not understand how people like that can keep their jobs in this kind of industry!

I really hope something can be done regarding this event, otherwise I won't have another way but hire my attorney and take the matter to another level since I am the one injured, badly treated, discriminated and called "Con Artist"!

 

This report was posted on Ripoff Report on 02/04/2025 10:37 AM and is a permanent record located here: https://www.ripoffreport.com/report/hilton-hotels-corporate/mclean-virginia-bahia-mar-i-1535920. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
3Author
2Consumer
0Employee/Owner

#5 General Comment

Suuure

AUTHOR: Flint - (United States)

POSTED: Tuesday, February 11, 2025

 Of course you are not just trying to get free stuff. You are literally trying to extort them for money because you supposedly messed up your back carrying your own suitcase, because they didn't have anyone to help you on the middle of the freaking night, after you raised hell at the front desk. Did I get that about right? Seriously, the only one looking bad here is you. You are an entitled, immature brat.

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#4 Author of original report

This report was not posted to get LEVERAGE! It is awareness!

AUTHOR: Maria - (United States)

POSTED: Tuesday, February 11, 2025

This report is merely to share bad experiences I have had in 3 different hotels from Hilton chain. Everything described here is the truth! My goal is not to take advantage in any way since I won't ever step my feet into another one. I don't want or need to be "gifted" with free stays! This review here is just to raise awareness. If you are looking into a stay, do yourself a favor and stay elsewhere! Rebuttals don't really concern me because It just increases the visibility on the web!

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#3 Author of original report

This report is not a LEVERAGE, it is awareness!

AUTHOR: Maria - (United States)

POSTED: Monday, February 10, 2025

This report is merely to share bad experiences I have had in 3 different hotels from Hilton chain. Everything described here is the truth! My goal is not to take advantage in any way since I won't ever step my feet into another one. I don't want or need to be "gifted" with free stays! This review here is just to raise awareness. If you are looking into a stay, do yourself a favor and stay elsewhere! Rebuttals don't really concern me because It just increases the visibility on the web!

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#2 Author of original report

Mind your business!

AUTHOR: Beatriz - (United States)

POSTED: Sunday, February 09, 2025

 I have the right to share my experience wherever I want or need. I didn't ask for your opinion. People shall know so they can make better choices! I was always very well treated on Marriot, Sheraton, and dozens of hotels/resorts all over the world. Hilton was the only one which doesn't cease to disappoint. They don't need to ban me because I won't go back, it is garbage! And if you work there or for them you should be ashamed! I will really pray for you because just Jesus to have mercy!

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#1 General Comment

OK, Karen

AUTHOR: Flint - (United States)

POSTED: Sunday, February 09, 2025

 One reason you might not be getting good service is because you are being an absolute Karen and demanding special treatment over trivial issues. A stained pillowcase is a matter that can be fully resolved with a single call to the front desk. There is no reason to file complaints or raise hell. The fact that they gave you a voucher is something that illustrates the excellent customer service they typically offer. They certainly didn't have to do that. Second, if you arrive to the hotel at an ungodly hour, don't expect the staff to be able to do anything then and there. A lot of things have to be done by someone who is only there during the day, not in the middle of the night. Again, if you were polite and understanding, I am sure the staff would have been more considerate. And if your voucher says it's only valid at Double Tree, then don't expect some other hotel to take it. That seems pretty obvious. Third, your entitled and arrogant attitude is not going to get you any favors. Certainly if I was a staff member I would do absolutely nothing that I didn't have to do for the likes of people like you. If you choose to put 52 lbs of crap in a suitcase, then it's kind of your problem to get it up and down stairs. Either hit the gym or learn to pack light. It is certainly not the hotel's fault that you messed up your back because you don't know how to handle your own suitcase safely. Honestly, if I was Hilton, I would just permanently ban you as a customer from any of their properties. Customers like you are bad business, and many businesses have figured that out and started "firing" bad customers who do nothing but complain to try to get free stuff, and then return the favor by creating bad publicity on the Internet.

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