My reservation was for one night at the DoubleTree Hotel Market Center in Dallas, Tx. I had order room service 2x ($25 each) and rented a movie for $13.99. I had until 12 pm to check out and pay my bill.
My friend came over the morning of checkout because he had an interview and was going to get ready at my hotel room while I ran to work for a couple of hours. At around 9 am the front desk manager started calling over and over to my room where my friend informed them that I had left but would be returning for sure before noon to checkout and pay the bill.
At 10 am the manager started banging at the door demanding to be let in. She stormed in the room demanding money from my friend for the bill. He reminded her that he wasnt liable or responsible for the bill for services in MY name. She threatened to call the cops. When he reminded her that it wasnt his responsibility she picked up the phone and dialed 911. He told her that I was coming back for sure and she demanded that he give her something until I checked out. Feeling harassed and threatened, he handed her his HP laptop.
He then called me to inform me of what had just happened. I called the hotel immedialely and demanded that his laptop be returned. I still had 2 hours before check out and not only did she piss me off because of the harassment my friend endured, but because my privacy and rights were violated when she discussed my financial matters with him. She told me she wasnt going to return his laptop until I paid the bill and hung up on me.
I called DoubleTree corporate care (800-222-TREE) to express my outrage with the hotel. The rep confirmed that the manager had violated Hilton policy when she discussed my financial matters with my friend because financial issues are not to be discussed with ANYONE but the "bill to" name. Then she told me that dispite all of the harassment and horrible customer service that I needed to pay the bill before they would even think about resolving my horrendous customer expierence.
My friend returned to the hotel again later on to get his laptop that they stole from him and they called the police on him. He is not liable or responsible for the bill in any way. THEY STOLE MY FRIENDS LAPTOP.
Three days have passed and I just called corporate customer care again to get an update on this matter. The rep informed me that DoubleTree had CLOSE my claim due to "outstanding bill".
DoubleTree: are you that money hungry that you totally disregard my horrible customer experience?! You're ok with managers violating my rights and harassing my guest? If this is the case then never will I ever step foot into any Hilton branded hotel again.
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