After carefully reviewing my folio from a recent stay (5 nights) on a business trip, I realized I had been charged a daily $20 "upgrade fee" that I never agreed to. I never signed anything, never was told about an increase to my room rate, and never would have accepted same. When I phoned the hotel to dispute the charge (after having spent a great deal of money eating and entertaining clients in the hotel restaurant each day, not to mention daily parking charges) the manager I spoke to, Fernando Chavez, was not only rude, accusatory, and unapologetic, but also suggested he was going to check surveillance cameras and audio to verify that I agreed to a rate I knew absolutely nothing about. As if I had committed some kind of criminal offense.
This is not customer service. This is a rude and disrespectful attitude to customers. I would now never recommend this hotel and am going to think twice about staying at Hilton properties in the future if this is how they train their employees and treat their guests.