Experience with a @HomewoodSuites property booked through @HiltonHonors on March 9.
Upon arrival I was reassigned to a different room because my original room was not ready. At checkout the following morning, I received a folio showing a $0 balance and no issues were raised.
The next day I discovered a $250 “non-smoking” fee had been charged to my credit card.
After speaking with the property’s General Manager @ydnicngvyen , she acknowledged that the hotel’s smoke detection system never registered smoking and that the charge was applied due to an alleged odor reported after checkout.
I also documented significant maintenance and sanitation concerns within the room including visible mold, water damage, deteriorated fixtures, a damaged bathtub repair, heavy mineral buildup on the showerhead, and pest presence.
Today I received written confirmation from the GM stating that the charge is being upheld due to odor requiring cleaning and ozone treatment, despite no confirmation that smoking occurred in the room.
I have respectfully requested a fair resolution and the removal of the charge but have not received one.
I am sharing this publicly in hopes of resolving the matter and bringing attention to guest treatment and property maintenance standards.
@Hilton@HiltonHotels@HiltonHonors@HiltonWorldwid3@BlackRock@TheVanGroup@ChrisNassetta@KJakes@Jongray001@ydnicngvyen@HomewoodSuites@bbb_us@TXAG@FTC
@realdogenews The United States Office of Child Support Enforcement (OCSE)**, which is part of the Administration for Children and Families (ACF) within the U.S. Department of Health and Human Services (HHS).
Remove the right for states to take a person’s passport.