We just checked into our room at the Hilton Garden Inn in Calabasas CA. We were very mu...

GetHuman302695's customer service issue with Hilton HHonors from July 2018

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The issue in GetHuman302695's own words
We just checked into our room at the Hilton Garden Inn in Calabasas CA. We were very much looking forward to relaxing in the hot tub following dinner, before continuing our drive north tomorrow. However, when we pulled up following dinner, there were ** people (* women and ** children) waiting outside of the pool entrance where we witnessed another woman come let them in from the inside, into the pool and spa. * of these children should be in water diapers but instead they were garbed in underwear. They proceeded to get into the pool and the spa (all were far under the age that is required). The pool and spa is relatively small, so needless to say there was not any room for anyone else to even fit into either one of those amenities. I don’t even want to mention how completely disgusting it is to think about getting into a spa or pool, with, or after multiple children in underwear (that should have been in diapers). It was very obvious that these people were NOT guests at this hotel, and rather had been let in by staff. When we mentioned this to the manager on duty, he simply chuckled. I informed him that the sole reason that we had chosen this hotel was because it was reported to have a decent pool and spa which we would be able to utilize during our stay. Additionally, I notified him of the people and the situation of uncleanliness and the potential health hazard. Again, he simply smiled and laughed. I am disgusted and disappointed by the lack of concern, and unwillingness to remedy the situation that was conveyed by the Hilton front desk staff. Thank goodness we are only staying for one night. So we will now try to find something to do tonight, considering that our previously planned activity, that we had both been looking so forward to and the purpose of our stay here, is no longer an option. We are Hilton HHoners members as well because we have always had wonderful experiences when we stayed at Hilton hotels. This is a giant disappointment, and this hotel chain may need to be reevaluated for its commitment to customer service, certainly in our book. *Thank you in advance for your consideration on this matter.**Sincerely,**Shannon Maloney *HHonors Acct*: *********
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Hilton HHonors

Customer service issue
Reported by GetHuman302695
Jul 1st, 2018 - a yr ago
I have an issue with Hilton HHonors too
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Seen by 7 customers so far
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Timeline
GetHuman302695 started working on this issue
Jul 1st, 2018 3:44am
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Jul 1st, 2018 7:05am
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Jul 1st, 2018 7:10am