Home2 Suites Customer Service Issues

I am Maribel Avila, a guest at a HILTON property. I am currently seeking resolution and a refund for a very unpleasant stay at the Home2 property in South Carolina. Despite my name possibly not carrying weight in the industry, I still expect the same level of respect and service. While on hold, cleanliness, hygiene, and virus prevention were stressed, yet the hotel's standards did not align with these expectations. I have reached out to multiple people and numbers, but no one has taken responsibility. Whether my booking was done through a third-party, the core guarantee was a stay at a Hilton property. I have photographic evidence to support my complaint, but the hotel has yet to respond to me.

I encountered issues with the basics in two different rooms at the Home2 Suites. In the first room on the top floor, the window blinds were broken and the electric unit did not work. Despite requesting assistance from the front desk, the issue persisted, prompting a room change to the 3rd floor. Although the second room was smaller, I managed to close the blinds. However, the USB port to charge my iPhone did not work, which was frustrating as it had worked in the previous room. While attempting to charge my phone via laptop, noise disturbances from the room above made it difficult to rest. This experience has left me uncertain about staying at a Home2 Suites in the future, even as a loyal Hilton Diamond member.

I arrived at our confirmed hotel on the 25th with our group for a tournament, only to find out that our reservation was not in their system. The booking agency informed us that the reservation was canceled the same day it was made by an external party. They could not provide further details and claimed it was not their responsibility. We managed to secure one of the last three hotel rooms in Holland at 11 pm for over $[redacted] for 2 nights instead of the guaranteed $[redacted] per night rate with our team. I was not financially prepared for this unexpected expense. My reservation locator number is [redacted], ref# ARN [redacted]. I did not receive a cancellation notice or an itinerary. Any assistance would be greatly appreciated.

Dear Sir/Madam, I am writing to kindly request the tax identification numbers for the following hotels where our official stayed: Hotel: HOME2 SUITES BY HILTON MIAMI DORAL WEST AIRPORT Address: [redacted] NW 26TH STREET DORAL, FL [redacted] Hotel: HOME2 SUITES BY HILTON FORT MILL Address: [redacted] COLTHARP ROAD FORT MILL, SC [redacted] Your assistance in providing this information is greatly appreciated as we require it for updating our accounting system. Thank you in advance for your cooperation. Sincerely, Alberto Forero R.