Stay Gone Wrong at DoubleTree by Hilton Hotel Atlanta Airport
One of our Facebook Group members shared today his experience about a Hilton stay gone really wrong. This was a one-night stay paid in cash at DoubleTree by Hilton Hotel Atlanta Airport which involved a flooded room, destroyed belongings before a 2-week trip, and poor customer service.
Here’s how the guests describes his stay:
“I don’t know here to start, this is by far the worst hotel experience we endured. In the morning we realized that water coming all the way to our bed from the room next door. As it turns out toilet was flooding next door. We had to take a video and come down to the front desk for them to act and move us to the different room. Not much support or apologies from the property. One luggage of our stuff got completely soaking vet and we had to discard them before starting 2 weeks international trip. Way way to begin our journey. I wish our problems ended there but no. The new room they gave us did not have a soap, I went down to reception they said they will send someone. 30 min later nothing and I called again they said “it’s coming”. 15 more min from waiting and nothing. We are trying to wash up and get to the airport, and at that point my wife started to call the front desk repeatedly and the front desk person said “used the soap from the shower” and hangs up on my wife. At that point we were livid and called again. She said don’t call again and ended the call. Well, I said as a Diamond member it looks like we can use some help from Hilton and I called Hilton Customer Care. I was on the phone with them for 30 min and they were not able to reach the hotel to get some to send us one bar of soap. What makes the matters worst is that the cleaning products in the shower was also empty. All I can say is that avoid this property at all cost.”
Here’s a short video of the flooded room that the guest shared with us:
To make matters worse, Hilton chat support came back with a laughable offer for the damage and headaches. Just an extra 10,000 points (worth $35-$40) in addition to the reimbursed stay.
The reimbursed stay is the minimum that Hilton can do here. But the extra 10,000 points for waking up to toilet water in your room is not enough. based on the information shared by the guest, in this case the flood adds extra inconvenience as it ruins the upcoming trip, and the front desk adds insult to injury.
In this case it’s not clear what caused the flood, but hotel are usually inclined to give out better compensation if it was a hotel issue instead of guests causing the flood. I have seen Hilton offer more points in he past for room not being ready by check-in time, but I have also seen 5,000 points or no compensation at all for flooded rooms. Years ago Hilton reimbursed me two nights for the wrong room type and smell of cigarette smoke.
Let me know in the comments if you have had similar issues and how has Hilton compensated you for your troubles.
