Ok, so this is a long story so please bear with me.

I checked into a Curio hotel yesterday. It started off on the wrong foot, with an AC basically sounding like a jet engine. No big thing, they came by, had a look, temporarily fixed it (it would start again soon after).

I went to the bathroom and noted that were a lot of flies, like 5-6 flying around, I killed all of them and then more kept popping up and I couldn't understand from where. I called the front desk - after 30 min they send someone up, who just snaps a picture, and lets me know manager will be in touch. An hour goes and I don't hear anything. Completely disinterested. In my frustration, I start checking the room to see where the culprit for the flies could be. In the bathroom, I find that there are a bunch of hairs below the sink, and as I opened one of the hand towels, there were two hairs in them as well. Lovely.

In the bedroom, there is a small piece of bread on the floor, and on the bed there is a long female hair. Around the room, there are small plastic tags (like the one they use to attach the price on clothing in stores). Clearly this room has not been cleaned - and I'm feeling grossed out, and management is no help.

I no longer feel comfortable staying at the hotel and call the Diamond Desk and explain that this is my worst stay so far and I don't want to stay here. What are my options? He says he can move me to another Hilton hotel, and as I've stayed at the Conrad in the city, I choose that one. He then puts me on hold for 5-6 minutes and says that he has to complete a bunch of documentation in order to get this to work. He said that they were going to bill the stay at the Conrad to the Curio hotel. Some time goes by, he says that he is unable to get it to work and bill it properly and that the the computer systems aren't working as they are supposed to. He says that he'll create the reservation, I can go there and they'll figure out the billing after. I ask if I need to check out / complete the formalities at the Curio, whereas he says no, you can just leave. "Do I tell them I'm leaving?" - "That's up to you."

I go to the desk at the Curio, say there have been a ton of issues, I've talked with the Diamond desk and don't want to stay there and hand him the key. He just says ok.

I get into the car, get to the Conrad and the billing issue isn't fixed and I give my card as security.

Still, today, 24h later, the billing issue hasn't been fixed. The Conrad has been trying to coordinate with guest assistance / diamond desk, and they say there are no notes, no case created, NOTHING. The Curio is neither to much help.

I was ASSURED by Diamond Desk that I would not be billed for the stay at the Conrad - and all signs points towards me being billed. I have documented all the faults with the room of course. I got the name of the person I spoke to at the diamond desk but they are unable of getting a hold of him for some reason?

So what do I do? I'm feeling very uneasy by this and think this has been handled really poorly by Hilton. I'm set to check out tomorrow. Guest assistance says that all calls to them are recorded (dunno if that's true), and that in the worst case they will have to retrieve that call but I'm not holding my breath.