I checked into the tru by Hilton on Sunday July 21, 2024. I was greeted by Chandra who was pleasant and made the check in a breeze. Upon my checkout date I decided to make another reservation for the following day July 22,2024 I was then assisted by Dorris . She told me to enter my card and I was charged a pending payment of 183.00 including my deposit. Upon trying to issue a key Dorris was not able to for the system prompted her to take another payment from me. Understanding the payment had just been approved by the processor she advised that she was going to get help from Chandra on what happened. Around 30 minutes later I was told to come downstairs to talk to the general manager Matthew Brummett. He explained he couldn’t see the transaction on his side and then asked me to show him it pending on my banks side, I showed him he assured me he would get to the bottom of it and sent me to the room. As hours passed later on that evening came downstairs to ask Chandra the status of my room. Hilton had already tried to run my card an additional 3x. She assured me that she didn’t know what was going on but they were getting to the bottom of it and my reservation was fine. On my checkout date today Tuesday July 23,2024 I came downstairs and asked Dorris if she had an update on my stay for my card was continuously trying to get charged, she assured me Matt would be in by 9ams advised I talked to him. Ashley 9 am approached I went downstairs to speak to Matt. Before I could ask what happened he told me he didn’t want to hear what I had to say he demanded I made a payment or he would “call the police on me for fraud” (Dorris was present for this interaction and it can be verified) I explained to him that I would make the payment Hilton was trying to authorized but I asked him to provide me with some tangible reassurance such as a receipt that my 183.00 would be returned to my account. Irate he told me that I was trying to tell him how to do his job and I need to take it up with my bank but he would be calling the police. He told my I was committing fraud and indicated I was a criminal in front of not only staff but hotel guests. Then he advised Dorris to process my told me “call corporate “ and stormed off First of all. This is NO WAY TO TREAT ANYONE AT ALL. I never raised my voice became combative or aggressive . As a manager he exuded very poor emotional maturity as well as communication. I showed him where I was charged and asked for a receipt proving that pending transaction would fall off, as I would make the payment of 158.17 and since he couldn’t he not only threatened me, and BELITTLED MY CHARACTER IMPLYING I WAS A CRIMINAL AND BREAKING A LAW but REFUSED TO GIVE ME ANY EXPLANATION .THROWING HIS HANDS UP , using intimidation of the police for a glitch. Attached is proof of the 2 day stay of both charges I was charged 126.40 the first night 07/21/2024 183.17 the second night at 12:05 time of extension 07/22/2024 158.17 at 12:25 for the same r
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