Hilton HHonors - Unsatisfactory Situation with Hilton in Columbia, MD on Twin Knolls Road

Hi All,

I've resisted posting this information for a long time hoping that the situation would be better but I'd now like to get your advice on how to proceed. In a nutshell, myself and 6 others stayed in the Hilton in Columbia, MD from January 18th to March 7th as part of a corporate training. During this time, numerous issues occurred that were unsatisfactory - unhygienic rooms and breakfast restaurant conditions, no ice melter on parking lots and sidewalks resulting my spraining an ankle, and my bathing suit being dyed from purple to light pink (pictures are available if you wish) in addition to my skin turning as red as my hair from too much chlorine in a pool. I've dealt with the head of HR at the hotel, the General Manager, and finally their insurance adjuster (who was the worst person alive I have ever interacted with and that is saying something) all to no avail. Hilton has gone back on their original promise to pay for the cost of a new bathing suit (my old one was $200 and I had the receipts to prove it).

I've got Hilton Gold VIP status and am beyond frustrated that I'm still trying to get this situation resolved. What do you recommend I do now? How can I found out email addresses for the executives to notify them of the situation? Please don't say get over it - at this point it is about notifying Hilton executives how hideous and unsatisfactory the conditions and lack of customer service are at this particular hotel. My corporation is in the process of canceling an association with the hotel for the courses I took. I'm more than happy to provide pictures and the formal documentation I have about each discussion that was conducted. Just looking for some advice about what to do next.

Thanks,
Kesbeck

I have always had outstanding resolutions over the years with asking for Hilton Guest Assistance
Any Call center agent can put you through.They will open a case and give you a file number
While your complaints are understood the thing that I would say complicates your case and potential outcome is how long you stayed there before filing a complaint.It may not be an issue at all depending what you are seeking
If Guest Assistance fails (which I doubt) it would get pretty difficult as Hilton is in so much transistion\Good luck
Cheers

How can I found out email addresses for the executives to notify them of the situation?

You can also go to the owner - in this case, Lodgian, Inc. Here are the contacts: http://www.lodgian.com/contactus.htm

I hope everything works out for you. On an off topic note, I didn't know there were bathing suits that cost $200.

All,

Thank you for your replies - I greatly appreciate them. To answer a few questions/thoughts, I began dealing with the issue with Hilton on January 26th (the day after the bathing suit incident happened), unfortunately there is still no resolution to date but many many documented emails and written/certified mail letters and faxes between us.

Question about the lodgian information - is this Hilton location then a separate franchise from Hilton corporate? If so, how does that work? I ask because I was not familiar with how the Hilton franchise system worked and until I saw the link didn't realize that might be the case.

Again, thank you for the information - I greatly appreciate it!

Kesbeck

Question about the lodgian information - is this Hilton location then a separate franchise from Hilton corporate? If so, how does that work? I ask because I was not familiar with how the Hilton franchise system worked and until I saw the link didn't realize that might be the case.

Majority of brand-name hotels with most of the chains is franchised. There are many companies (like Lodgian) that own and operate properties that are branded Hilton, or Marriott, or Holiday Inn, etc.

Hope you'll get a satisfactory resolution to the issues you've described. And - off-topic - for $200, that swimsuit better be spectacular! ;)

You don't want to be advised to "move on," but...move on. You made your feelings known. You are never going to stay there again. Your company is...doing...something about canceling an association. You don't like a hotel, then don't use it again. Not everything has to be a federal case. "I just want someone to know." They do.

I am sure your ankle was hurt. It snows in Maryland. There's ice. Blaming others for accidents may be the American way, but it's not always the right way. "Discolored" $200 bathing suit?---no, we don't need to see pictures or receipts---for heaven's sake, stop making yourself miserable and bitter.

This is how it works: you are unhappy with a (product) (hotel) (airline) (department store), DON'T GO BACK. It's really that simple.

M o v e o n.

All,

Thank you for your explanations and help - I greatly appreciate it. As for those who would think I'm miserable and bitter - I'm not. I do however believe in quality customer service and client satisfaction. To that end, that is why I requested the assistance of the forum in finding additional contacts. To each their own opinion and for those who have provided assistance with my question - thank you!

Kesbeck

PS: Yes, I do have to say it was a spectacular swimsuit - it was also purchased with the intention of wearing it for 10 years just like the last one I bought before it. :D

As for those who would think I'm miserable and bitter - I'm not.

No worries - from what I've seen so far (including quite a few posts in other threads), among posters in this thread, it's not you who is miserable and bitter... ;)

PS: Yes, I do have to say it was a spectacular swimsuit - it was also purchased with the intention of wearing it for 10 years just like the last one I bought before it. :D
Now, completely off-topic: the world’s most expensive swimsuit cost $12,000! (http://www.swimsuit-style.com/facts.html) :eek: Imagine ruining that one...