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  • TRAVELERS BEWARE! If 0 stars was an option for rating I would have chosen that. I will review this hotel on every platform I am able to let other travelers know to beware. I travel often for both business and pleasure and frequent Hilton hotels. I have never been disappointed in a stay at any Embassy Suites and in fact have stayed at this specific hotel several times. Tonight however upon returning to my hotel I found my key did not work. I went to the front desk and was told by the "hotel manager" Tiarra (unsure of spelling because she would not provide it) that I was locked out of my room because the card on file with Priceline was only for "incidentals" and I was not charged for the room. Rather than contacting me at the number on file they chose to lock me out of my room (with all of my belongings inside). They then proceeded to charge my debit card for a second time. So, in essence I paid over $320 for a one night stay. When I went back to the front desk to confront the manager regarding this issue with proof of where I was charged twice I was told "I will not work with you" and "I will not give you your money back". When I expressed that I would not leave the front desk until I was refunded (seeing as how I was clearly charged twice and had proof right in front of her) she called security on me. The only saving grace was the kind security guard who agreed with me regarding the ridiculousness of this situation. After spending over 45 minutes on the phone with Priceline they confirmed the hotel and manager was wrong and called to speak with her while I was still standing in the lobby. She then told me the hotel would refund my money (which is all I requested in the first place) but said she could not give me proof that this was going to happen I just "had to trust" her. When I asked her what her name was so I could lodge a complaint she told me Tiarra but would not spell it or give me a last name or initial. She told me she "runs this hotel" but to feel free to try to complain. She also told me I am "Priceline's customer not a customer of this hotel". Excuse me?! Am I not staying in THIS hotel that I was just charged TWICE for? I still do not have my money back and wasted over an hour of my evening dealing with an extremely rude, arrogant and condescending manager. I cannot express how disappointed I am in this stay and this interaction. I have seen several other reviews within the last month complaining about this same manager and cannot believe the Hilton brand would continue to allow this type of behavior.
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