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  • Arrived at the hotel 3 a.m. following check in day. [Though my confirmation email says guaranteed late arrival] The person at the front desk, Mari-Kay, who was not initially welcoming, told me, "I cancelled your reservation because your card was declined." I told her that has never happened before. To which she questioned, "It's never happened to you before?" [Excuse me. What about me suggests that my credit card would be declined? Please...do tell]. So as I look at her questioning she goes on to say that she does not have any rooms accommodating my preference. [Huh?, it's 3 in the morning and I am hotelless. What exactly does that mean?] She did not once give the impression that she would try to assist in finding some or any resolution to this situation. So picking up on her obvious air of unwarranted snobbish dismissiveness, I kindly said I would search for another hotel. I DID NOT want to further interact with this woman. So as I began searching for a hotel from my cell phone she is just continually watching me. [WTF?]. I end up calling Hiton, Hilton Honors, and Guest Relations and could not get a hotel. I end up waiting in the lobby for two hours trying to find suitable accommodations. I had to make a reservation for the next day and spent 10 additional hours without shelter. There were too many opportunities for Mari-Kay to provide minimally decent customer service. The many phone reps I spoke with kept apologizing because they understood my frustration. Two separate reps offered to call Mari-Kay to work something out. One even asked me to pass my phone to her. Of course, I declined. I won't ever stay here again. They don't deserve my business. I also tried to reach the General Manager by cell phone, but was unsuccessful. We will see if he actually calls back. This scenario is unacceptable and unconscionable. Mari-Kay's behavior while passive aggressive is unnecessarily insulting. Homewood Suites should be ashamed. Hilton and the Board of Directors should be embarrassed. We we forced to secure a new reservation online at a higher price at another Hilton property, but had to spend the next ten hours hotelless. This Hilton member did not feel Honored at all.
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