I am a Hilton Honors member and generally stay at Hiltons whenever I can, but the Hilton in West Lafayette has such disrespectful customer service that I will never return. I cancelled a series of stays on the same date due to an obligation that forced me to alter travel dates. Several weeks later, I received a reminder email a week before the arrival date. I called the hotel and informed them of the mistake. They had already billed my card 3 weeks before arrival and refused to give me a refund or work with me in any way. This in spite of the fact that they did not have any other 2-bed rooms available, and I knew of two separate families who wanted to rent a room. Ashley, the manager, was abrupt, argumentative and extremely unhelpful. This is a shameful blemish on Hilton to not assist one guest, while others actually want a room. It is shocking.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 19, 2012
I am sorry we were not able to provide you with the quality of services you deserve when you called over the weekend. My staff was only trying to uphold the policies that are in place for special event weekends and that were communicated to you when you made your reservation. I apologize that you feel that the staff come across as rude, but I do not think that was the intention. This is not typical of our hotel and staff, and we are always looking for ways to improve our customer experience. I hope that the issue has now been resolved to your satisfaction per my email to you. Your satisfaction really is very important to us and we try hard to make sure all of our guests have a rewarding experience. Thank you again for your feedback and we hope you will consider staying with us in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.