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Hilton Services / Poor customer service, not worth the money

1 Gillette, United States

Whenever I travel for work or leisure I like to stay at a Hilton hotel, usually a Hampton Inn. I have always had good service & an enjoyable stay and always recommend the Hampton to other colleagues. However 2 weeks ago I was visiting a family member in Gillette for a graduation. The prices seemed to be hiked up, I'm sure due to the weekend and the event. I still chose to book 2day/night stay. The first night was okay, a little noisy, but I didn't feel the need to complain. However, on the 2nd night, which was the night of graduation, it was very busy, loud & disturbing. I understand it's graduation, but some kind rules need to be enforced. I had a 6 yr old and a teething 1 1/2 yr old who were both over tired and ready for bed. The hall was constant noise and slamming, banging doors. Finally at about 10pm I phoned to the front desk to ask if they could do something about the noise & disruption. The phone rang & rang, no one answered. My children were up all night, none of us got any rest and to say the least I was unimpressed and very upset. When we checked out, I complained to the front desk. She simply said that 10pm is when they switch shifts and that is probably why no one answered the phone. She said she would adjust our rate. Knowing that there is 100% satisfaction guarantee, I expected to receive at least 1 night free. However, she only reduced our rate from $129.99 to $99.99-which as far as I'm concerned, is still way to much to pay for what we got and enough to discourage me from ever staying with Hampton again. We had to travel 4 1/2 hours home, overtired with 2 cranky children and then be to work by 8am the next morning.

I would really appreciate it if something would be done to make up for the horrible service and unrestfull, terrible experience we had at the Hampton Inn in Gillette, Wyoming.

Jessica Eisenbarth
69154 118 Ave SW
New England, ND


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