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  • Let's start with the positive--I am so thankful for Latisha she is kind and a breath of fresh air. The room is comfy and cold air is great, and beds are comfortable. Our kids love the cookies and drinks. They of course love the breaker as well, most everyone you encounter is kind. I HATE leaving bad reviews because I think you should always give a manager the chance to fix it. So here is your chance!! Ramona is a NIGHTMARE to deal with and it's so sad to think in Vegas of all places someone who treats people the way she does has this job. I can't imagine treating anyone the way I was treated. I had two charges and all I did was call for some clarification that is all. Was so simple, hi Ramona I am curious why I have two charges and neither are what I was told about just curious. Her response was I'm not going to argue with you, my response was I'm not going to argue I'm just curious. Ramona started talking over me than told me she was going To tell her manager Karen and than said bye. Woah really you hung up on me because as a customer I had a question, come On we all know better. I was Calm, and In shock. I swear I was being punk'd so I call back and calmly try to talk To her and she informs me she told Karen on me. What?? You told your manager I want to know about a bill, hung up on me. Than called and told On me?? I am in shock... I guess I should add I am also currently a guest here and than tells me I'm not... no I am sure I am. Than she told Me I signed the folio and checked in this morning, how did I check in this morning when I checked in last night. Ramona told Me I lied and said I didn't have a room. Than said she would refund me my money. Yes this is how I felt, so confused. Why did I deserve to be treated like this????? UGHHHHHH I love Hilton and always stay BUT how can I when I pay for customer service and would rather go anywhere else and be treated like I should Ramona than asked if I wanted to stay and I asked do I get a refund she than said partial, i was so confused I asked what do you Mean she said well you have to pay for last night but I'll refund you for tonight. Why why would you do this to me?? I'm so saddened at this HORRIBLE customer service. I say ok that's fine we pack up our room. Go to leave Latisha and her were upfront. Latisha thankfully starts talking to us and I thanked her for her service last night and she was polite took over and got us to stay again and said please just think about it why should we leave we have kids they have breakfast and went above and beyond to keep us as guests. Thanks Latisha you saved the image I have of Hilton. Management here PLEASE please please please help Ramona with customer Service this was totally avoidable and didn't have to happen this way!!
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