Last week I had an enormously disappointing stay at the Philadelphia Airport Embassy Suites. A combination of issues (unauthorized extra charges after checkout, refusal of airport shutle pickup out of pure laziness, continual noise in room's heating system throughout night prevented solid sleep, rude staff, and a host of other issues...) made this the worst stay I've ever experienced at any HHonors property. I tried, without success, to correct the problems at the time they occured. With regard to the unauthorized charges, it took me three calls to the hotel in order to get the extra $80 in charges removed from my credit card.

This week I contacted the Diamond Desk to file a complaint. I was told a member of the hotel management would contact me within 72 hours. The next day I received a poorly typed email with no subject line (at first, I mistook it for junk mail) from the hotel's chief engineer informing me that problems I experienced had been corrected. No offer of compensation was offered, just the unhelpful suggestion that I visit the hotel again during my next visit to PHL.

I then received an email from Hilton Guest Assistance letting me know that the hotel management team has "attempted to contact me without my success" and that my complaint file is being closed. At no point, though, did the hotel ever call me or express any intrest in genuninely addressing my concerns.

I feel that I deserve a better response than a single email. Is this unreasonable? Should the email I received from the hotel suffice? Is another call to the Diamond Desk in order? I don't feel that I should have to work so hard to fix these problems.

I would greatly appreciate any advice and/or opinions you guys and gals could provide.

Thanks,
FlyerBeek