Hilton Hotels & Resorts review: Satisfaction guarantee is an empty promise

We held my mother’s memorial service and stayed at the Louisville Hilton on August 14-16. We had a thumb drive with videos and photos that was supposed to be sent to everyone so we could all view these during our service. The internet was not working during the majority of our stay and we were unable to send the files to our family members. We inquired about the service several times and were repeatedly told, “we’re working on it”. When we contacted the hotel about their Satisfaction Guarantee, the manager, director and guest services said not having internet didn’t count despite it being a listed amenity. In addition, they said we never inquired about the internet during our stay which is 100% inaccurate. We inquired 3 times!
The hotel manager, Marva, and the interim Director, Debbie (she wouldn’t confirm her name) repeatedly told us they were not going to honor the guarantee.
At this point, I would recommend any other brand besides Hilton. I guess booking 15 rooms as a group sale and creating issues during a celebration of life isn’t important enough to keep their customers happy by refunding the charges for one room and honoring their written guarantee that can be found online. SHAME ON HILTON!