Hilton Garden Inn Customer Service Issues

I organized a Bachelorette Party with reservations at the Hilton Garden Inn in Chicago from 5/25/[redacted] to 5/28/[redacted]. Unfortunately, there were severe elevator issues at the hotel due to mechanical problems, causing everyone in the hotel to share one elevator. This led to significant delays for our group of 16 individuals, as we were constantly late to our planned events due to the extended waits for the elevator. Despite allocating extra time for travel, being on the 23rd floor left us dependent on the problematic elevator. It would be greatly appreciated if the hotel could offer a discount on the bill, which was over $1,[redacted], considering the time-consuming inconveniences we faced. If we had known about the elevator situation beforehand, we would have chosen a different location for our stay.

Upon check-in, there was no mention of adding breakfast for an additional $5 to the bill. I overheard a conversation between the front desk staff and another guest discussing breakfast, prompting me to inquire. The staff mentioned that online bookings include breakfast for $5. Since we arrived without an online reservation, we were unaware of this extra charge. Now, they are requesting $13 from us, claiming it cannot be added onsite. It is frustrating to be unaware of this expense and I am disappointed. The front desk should clarify such charges to avoid upsetting guests like myself who have already paid a considerable amount for their stay. I believe my breakfast for the remaining 3 days should be complimentary to rectify this oversight.

I stayed at the Hilton Garden Downtown Mobile, AL, on Saturday, March 27th, and checked out on March 28th around 10 am. My credit card shows a pending hold from the Hilton Garden Inn on March 27th for $[redacted].14, causing a negative balance. Then on March 30th, Hilton Garden Inn charged my card $[redacted].63. Despite calling customer service multiple times, they claim they only see one charge on my card. I contacted my bank to dispute, but they couldn't as it's still on hold. I don't understand why Hilton Garden Inn charged me $[redacted].63 but still has a $[redacted].14 hold. It's frustrating dealing with unhelpful customer service. I demand a refund for the $[redacted] hold since I already paid on the 30th but received no explanation for the excess charge.

I had reserved two rooms at the Hilton Garden Inn in Lawton Fort Sill for my niece's wedding on November 12th. When I called the hotel at 1-[redacted] to provide my credit card information, the representative couldn't locate my reservation under the wedding block. Subsequently, I reluctantly gave my card details, assuming it was to hold the rooms, not to be charged immediately. After speaking with my niece, I discovered that the card wasn't necessary until check-in. I promptly called to cancel the reservations made with my card and am seeking a refund of $[redacted].78. It seems there was a misunderstanding which resulted in an accidental double payment to Hilton Garden Inn.

I made a reservation for a four-night stay at the Hilton Garden Inn Pittsburgh from November 5th to 8th. During booking and at the front desk, I was told that two nights would be complimentary due to my rewards, and I would only need to pay for the other two nights. I just noticed that I was charged $[redacted].41 for the full four nights on my credit card statement. I kindly request a refund for the two nights that were supposed to be free, as previously discussed.

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