Guest User
February 29, 2024
We arrived in the hotel after check-in time, waited >20 mins in line, they did not manage to check us in timely, did not specify the check in time ("before 10 PM definetely", ridiculous). A receptionist instead of solving the problem of late check-in, proposed irrelevant options for two free drinks and very quickly melted to passive aggresion when we said we are not interested in this, only in check in time estimation. She proposed to check us in into dirty room as response 🤷 Also, the hotel charged +50% price, compared to what I had to pay without any notice. Severe collapse, but OK, we could accept it. But, after we came back to check in after ~2-h of walking in Sittard, much worse experience was waiting for us - We were met by other receptionist at the desk, but the check in was interuppted by a suddenly appeared manager. He asked us to sit down on two armchairs, just few meters from the reception and other guests. - He looked at us attentively and politely asked "I've heard that there was an accident with one of my receptionists. She told that you called her stupid, I want to hear your opinion about this conflict because I want to know the opinion of both sides. I defend my personnel foremost, she cries now somewhere". Something like this. Above all, we have not called anyone not only stupid, but even incompetent despite this severe system fail. Also, this conversation looked like we broke some law and police investigator came to check the opinions of the conflicted sides. He basically publicly FORCED US into a position of the excused side with my bag on the back, without ability to be checked in, while falsely claiminig that his priority is our comfort. THE WORST thing, he did it in a public space in front of other guests and receiptionists which is extremely unacceptable 😡😡😡 I hoped that Hilton can at least assimilate our feedback, but the communication with Hilton support resulted in - Another accusation of our "bad" behaviour without ANY PROOFS that I asked to present - They sent us back to speak with hotel managers and stuff, thereby making a corrupted cirlce out ouf our complaint - The money for the room was never returned to our card, they basically indicated that we sent it to booking, it's your problem and their problem now