ComplaintsforEmbassy Suits

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Me and my family drove over 12 hours on traffic to finally get to the hotel at around ****a which was far past our expected check in time. Upon arrival we were told the reservation we did earlier in the day that was confirmed via email and that ised ********* was not set up. The audit or something didn't include our reservation. The front desk personnel did jump in to action to find us a room. The points I used for my 2 night stay were gone in the wind and could.not be used so now I had to use the full amount instead of my discount. I called the honors and finally got them to re issue ********* but they would not apply them to.the stay. I chose the Hilton because of the discount with *********. I am very disappointed in this encounter and more upset that ********* could.not.be used as agreed for my stay. I do not get to.take many family trips and don't know when I can use ********* again. I will.admit the hotel.is beautiful.

  Business response

  07/28/2023

  I have reviewed the reservations under ******************************

  There were 2 reservations that were late cancelled and waived including **************** partial points reservations.  And the actual room reservation that they stayed.  The original reservation that have a late cancelled was for the arrival date of 7/13/23 for 2 nights.  The actual reservation they stayed at is for 7/14/23.  I am trying to understand having 2 different arrival dates, the reservation late cancellation was waived and that will also be the reason the Hilton Honors points were put back into their account.  I will update any information I can gather from the staff who was working that shift as there was no issues notated on their reservation during the time they were at the hotel.

  Thank you.

  Mylyn

  GM

   

  Customer response

  07/28/2023

   
  Complaint: 20319934
  
  I am rejecting this response because:

  The late cancellation waiver was not on my part. The reservation was never put through it was in some.type.of audit so by the time.we arrived even though it said the price and points were being used it never went through we were told. That was why there was a second arrival date put in because they never put in the first date. I will.close this out even though I am still.very dissatisfied with the situation. The staff did work and did a great job of helping to fix the issue whoever the front desk person was. 

  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩