My friend and I were traveling on a long weekend to Miami to run the ING Miami Half Marathon. The trip started off uneventful - flight, check-in, great weather - but it all went down hill very quickly. We left the room for the day and me being very OCD, checked that the door was slammed and shut. After returning for the night, I noticed that my chargers had gone missing and my stuff was sorted through, but didn't think anything of it and went to bed.
When we woke up, we went to get quick breakfast and we realized that my roommate's MacBook and Playstation Vita were taken from the room. We immediately went to the front desk and were met with sarcasm that it wasn't that big of an issue. The head of security noted that its only happened a few times at the hotel and would take "days" to investigate and that they did not believe a theft had occured. Unsatisfied by the way the hotel was approaching the situation we asked the front desk on how to file an insurance claim. What transpired in the next 24 hours would be unbelievable. We were met with hostility by the hotel managment staff and were accused of lying and misplacing our items and that no theft had occured.
We took to the airwaves on social media and were met with further aggression from the Hilton Miami staff as they were convinced we were looking for a handout. We were lectured that we had simply misplaced our items and/or left them at home. How can two people who used the computer and played the video game system be lying?
When we were in touch with Hilton Corporate, they were understanding to the situation and contacted the Hilton Miami. The staff took their time to call and when they did decided to lecture us once again about misplacing items and that he was in the right for raising his voice and calling me rude because I was causing a scene (which we were not). I informed them I would not be paying for the stays as they had treated us like common criminals, laughed and stated the Hotel was no obligated to do anything and we were lucky to get one day compensated.
However, we later found out that Hilton Miami operates as a franchise and is not under the jurisdication of their corporate office. Totally baffled at this and I understand why they have free reign to act the way they do.
In the end, moral of the story - don't stay at the Hilton Miami. Yes, we understand that items get stolen from time to time - staff or no staff - but it was the exeuction in the matters after that are the bizarre part. You are in the hospitality industry - show some. If you had treated us like human beings and were companssionate, we wouldnt be so angry.
DONT STAY AT THE HILTON MIAMI.
Rude staff (particularly Benny Degama and Dana Strupler), terrible security and does not live up to the HILTON PROMISE
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 22, 2013
Thank you for taking the time to share your opinions. We appreciate your concern regarding this matter. As this is an ongoing investigation with the Police Department, we ask that you please reach out to the investigator with whom the report was filed. Thank you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.