ComplaintsforHilton Garden Inn

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at the Hilton Garden Inn for one night (check in June 17, 2023, check out June 18, 2023). We valeted my car upon arrival. When the valet brought my car back the next day, we immediately realized that it had a crack in the windshield and scratches on the paint (directly next to where the windshield crack was). We immediately alerted the valet, who took photos of the damage and informed us that he would be submitting a claim and would follow up with us with more info that same day. We live out of town and had to get home to our children, so left after this. We never heard from the valet (and/or hotel), so followed up with the hotel, who directed us to the valet, who never called us back. This happened several times. We then finally reached the valet, who directed us to their insurance company, who we never heard back from. We had waited to repair the car, fearful that if we repaired it before resolved with the hotel/valet, it would cause us issues, but ultimately had to repair as it became a safety hazard. We were able to rub out the scratches on the paint, but had to have the windshield repaired. We processed via insurance for $200. I do not know who actually owes us the $200, but Hilton employs the valet, so this is ultimately their responsibility, and they have refused to be helpful.

  Business response

  11/10/2023

  The ** of the valet company is reaching out the guest regarding the damages.

  Customer response

  11/11/2023

   
  Complaint: 20760636
  
  I am rejecting this response because: I received an email from the hotel indicating someone would reach out to me, but this has not yet occurred.  I would like the claim to remain open until this happens and we have a proposed resolution.
  
  Sincerely,
  
  *******************************

  Business response

  11/21/2023

  We received the below information from the valet company regarding the reimbursement for the guest. 

  "I left 2 VM messages for *****************, never received a response.  The last message stated that we were mailing her a check to reimburse the deductible. Check# **** was mailed on 11/15 to the address on the BBB notice.  That check has not been cashed yet.
  
  Thanks,"

  I left a VM for the guest as well requesting a call for follow up. 

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