Initially I was not going to write a review, but I owe it to future travelers so they are aware of the poor service and lack of professionalism this location provides guests. Note: We stayed here during a baseball tournament and parents I would strongly advise not staying here if you are in the area for tournament play. I used the app to book, pay, and check in for this stay on 7/12/2023. At that time I entered the credit card details and when I checked in on 7/13 I was told the entire amount of the stay would be charged at that time. When I checked in via the app, the digital key never activated. On the morning of 7/14/2023 I received a copy of my bill under the door with a note from the manager stating to stop by the front desk. I stopped by the desk later that day and I was told there were not any notes on the file and everything looked fine according to the reservation details. The next day, this is now our third night here, my minor son attempted to go to the room, the key did not work. The front desk told him that a new credit card was needed. I went in and the front desk clerk indicated they had been running a different card payment, not the one I booked and paid for the stay with. I even showed the clerk the email confirmation as well as the app confirmation, both of which showed the last four digits of my card. The clerk even took pictures of my confirmations and shared them via text to the manager, Rakesh Patel. The clerk asked for the card used to book the reservation and I explained that card was not in my possession and that is why the reservation was made via the app because y husband used his card (he was not traveling with us). I also explained that when I checked in on 7/13 the clerk said all charges would go to the card used when the stay was booked. For over 2 HOURS, I was made to stand in the lobby, along with my son, while the manger texted and called the front desk clerk alerting her to not allow me or my child into our room where our belongings were. My son was not allowed to use the bathroom in the room, he was not able to shower after playing baseball games all day in extreme heat, he was not allowed to access the room to change his clothing, and all the while this was done in front of a lobby full of guests. This was beyond belittling and frustrating. The front desk clerk then said Rakesh wanted a credit card authorization form completed. This was emailed, completed, signed and returned; however Rakesh stopped responding to the clerks texts. After the front desk clerk called his cell phone several times and texted him he finally responded 20 minutes later and said the form had not been signed. I then showed and sent the from desk clerk the picture of the form that showed my husband's signature. Once again, Rakesh ignored calls and text messages. We contributed to wait another 30 minutes in the lobby for him to respond. The front desk clerk apologized profusely and explained that Rakesh told her to not allow us into the room. Meanwhile my child is now emotional at what is taking place. The front desk clerk called another manager who was appalled at how we were being treated and told the front desk clerk to activate the key cards and allow my son access to the room. There were several times that I asked to speak with Rakesh directly when he was calling the front desk clerk, he refused to speak with me. We were treated like criminals, as though we were going to steal our own belongings. I have been traveling in extensively in a professional manner for close to 20 years and I use another major hotel brand and I have never experienced anything like what happened on 7/16/2023. I book and pay for my hotel stays via that other company’s app in the same manner that I booked this stay and I have never had any issue with the card(s) used to reserve and procure hotel rooms and I have never been treated in a less-than manner. To be treated the way we were and failing to allow my son, not even me, to change out of his uniform into clean clothing was low class. This manager took it upon himself to alter my booking and payment information to which I did not authorize him to do this. He had no right to take it upon himself to decide which card my stay should be charged to—this is highly unethical, deceitful, and is borderline theft. I realize this location is worked and managed by an independent contractor, however it carries the Hilton name and after the treatment my son and I received, I will never, willingly, stay at another Hilton property. For a manager, a business owner to treat a child in such a disparaging way is despicable. I reported this incident to the Hilton Customer Support team and they did not/could not do anything, I was told to contact the hotel's General Manager Nima Patel---you guessed it, this person is related to Rakesh, the manager! Needless to say, Nima Patel never acknowledged my email and two months later I am still waiting on a response. It is my hope Hilton will intervene. If you are a business traveler or one who expects quality service save yourself the hassle and avoid this place.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.