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| - On July 4th I checked in to the Las Vegas Hilton garden Inn aourh Las Vegas boulevard after a10 hour drive. Upon check in I received two waters from the agent, I was appreciative of his efforts and said "thank you." I went up to my room to relax, I went to the restroom and at the appropriate time noticed that the toilet paper was extremely low, it had been used by the previous guest. Immediately I called the front desk to ask for two new rolls to be brought up. Five minutes went by, ten minutes went by, fifteen minutes went by, and still toilet paper has not been delivered-finally I walked down the hall to the maid to get the rolls myself. Which was very uncomfortable, but I had no other choice.
As a Hilton honors member and frequent guest, for 40years of staying, dining, and traveling under the Hilton family of properties I was offended by not being provided a basic necessity for cleanliness. A guest should be provided with a fresh roll of toilet paper, especially give the quality of a Hilton hotel. Remind you I still never received a call to apologize for the delay, or received any rolls brought up to my room, so my request completely ignored by your staff. That is unacceptable especially when I am spending nearly $200/night.
Upon check out the agent ask me if I was satisfied with my stay, I told her no and explained the circumstances of when I got to my room, she offered me 50%off my stay, which is coercion, I told her that no that doesn't satisfy me, I expect a full refund based on their satisfaction guarantee that they advertise throughout the property. She said okay and that she would take care of it.
The next day I contacted the manager, upon a salty greeting he said "did you get my email,?" I told him no, I had been traveling, but was calling to confirm if my refund had been processed correctly. He told me that "he did it feel that used toilet paper warranted a refund, and that the room was at standard." I couldn't believe what I was hearing. I replied, sir that is unsanitary, and for having hotel rooms especially in the Las Vegas area, stocked with used toilet paper is unhealthy and in violation of heath codes. (ordinance 1.54.).
He basically didn't care, and said "we will take care of your refund, but never come back to this hotel, we are not able to ever satisfy you!" Totally inappropriate! AND RETALIATION ON HIS PART.
I hung up the phone and checked my email, to find the rudest letter I have ever received from a "professional," in the hospitality industry. The GM basically told me not to ever come back, due to my previous stay 2years ago, where they locked me out of my room on 3 different occasions, same stay, no excuse for poor service. I've sent a letter to the CEO of Hilton, and will be attending the annual stock holders meeting, and will have 2minutes to say whatever I want.
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