Originally Posted by LarryU
To me, the chains published policy on this matter is really quite clear:
"Embassy Suites Hotels offers an unconditional 100% Satisfaction Guarantee at all of its hotels. The unprecedented guarantee assures that guests will receive high-quality accommodations, clean, comfortable surroundings and friendly, efficient service. If guests are not completely satisfied, they are not expected to pay for that night."
Does the word unconditional now have a new meaning?
I would follow up with the Hilton office, and then if I got no reasonable response, I would dispute the credit card charge.
This isn't exactly a normal problem, for sure. I've stayed in many Hilton properties that had front jacks on their TV's. Most recently a Homewood Suites.