2/10 Terrible
Monica
Travelled with family
4 Jan,2025
Disliked: Staff & service
This was the worse service I received from a hotel. The manager, Casey, was terrible. She was not helpful, she was dismissive and tried to scam me for more money. I booked a stay from 12/26-12/29 with my family because we were visiting Flagstaff. I checked in on the Hilton app and the app showed my check in date for 12/26. Once we arrived, I gave the front lobby staff my name and explained I checked in on the Hilton app. So, he said ok I found you and he gave me my room number but as he was going to provide me the room key, he said that the room is occupied. He contacted the manager, Casey for assistance with this matter. As she sees my room is already occupied, then all of a sudden the app date changes to 12/27 without any notice and she goes and tells me that she has my check in date for 12/27 instead of 12/26. How? When the app stated check in date for 12/26 before it magically changed to 12/27, and I showed her my Expedia itinerary where it showed that I already paid in full for my stay from 12/26-12/29. She stated there is nothing she can do but sell me a smaller room for the same price I paid for my stay on 12/26 or to come back on the 27th and my room will be available. Why would I pay another $300 for a room you clearly see I paid for already? Therefore, I contacted Expedia and two reps spoke with Casey and only solution was to sell me another room for the 26th. Expedia rep said no and found me another hotel and was not going to let Casey scam me for more money.
Monica
Stayed 3 nights in Dec 2024