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| - I've had nothing short of a nightmarish time dealing with this hotel, so much so that it prompted me to create a Yelp account to review it.
I stayed at the hotel in early June of 2014 due to an overbooked US Airways flight from Phoenix to San Francisco. I was given a voucher to stay at the Hilton Garden Inn free of charge. My stay was pleasant enough (the only reason why I think the hotel deserves 2 stars) - the rooms were nice and the breakfast was acceptable. When checking out, I was assured multiple times that my card would not be charged for the room because the voucher explicitly stated US Airways would be billed directly.
About 3 weeks later, I see that, of course, I'd been billed for a night's stay at the hotel. I promptly called customer service, who couldn't even find my name/reservation and insisted that I provide my reservation # and receipt (neither of which I saved, since I didn't think there would be a need to save it for almost a month). They couldn't find my name in the database for 30 minutes and, after being transferred to another less inadequate rep, was told the charge was done in error and would be reversed.
It was reversed a week later, but then sure enough, 3 days after that I was charged for the hotel again. I then called customer service a second time and spent about 30 minutes convincing the rep to reverse the charge. They assured me that yes, I should not have been liable and they didn't know why I was charged again. They said I would be refunded again within 3 days. 12 days later, I had yet to receive a refund and I emailed customer service to follow up for a THIRD TIME, fully explaining the situation. A few days later I receive an email from customer service saying that the hotel in question refuses to reverse the charges (despite the fact that the hotel itself ASSURED me I would not have to pay). They didn't give any explanation for why they wouldn't reverse the charges.
The email provided me with the phone number of the general manager, Ken Hammac, saying to contact him with questions. I called him a few days afterward in mid-August and left him a voicemail explaining the situation, asking him to call me back. A month later, I had heard nothing from him. I called him for a second time last Tuesday (it's now Sunday) to follow up and have still heard nothing from him (ironically, his voicemail says "we speak success" - as much as I want to believe him, I must beg to differ).
The fact that I've had to reach out FIVE times over the course of 3.5 months to be refunded for a hotel I never should have had to pay for is absolutely unacceptable. I would go as far as to say this is the worst customer service experience I've ever had in my life. I have never been so disappointed with a hotel and will do everything in my power to avoid staying at Hiltons in the future. If you represent the hotel and have any questions, please reach out to me and I would be happy to discuss.
-Adam
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