I have always enjoyed staying at Hiltons, the service is noramlly great and the rooms well appointed. The exceptionto this is the Hilton Garden Inn Chowtaw in Philadelphia, MS. I stayed there on August 13, 2010. When I arrived at 3:00 p. m. they didi not have a handicapped room available. The clerk told me I could leave my luggage in their locked storage room and come back to check in at my leisure after 4 p. m. I returned around 7:30 p. m. to check in, I asked for my luggage and when we went to the luggage room(different clerk) no luggage was there!. To make a bad situation worse, I was having back problems and my medicine was in my bag. The clerk checked me in. I went up to the assigned room, key didn't work, came back down got another key; but the room already had occupants when I opened the door. Back down to the lobby, and to make a long story shorter, they checked me into another room and the general manager, Trakesha Foster told me another guest had picked up my luggage when the clerk opened the luggage area. That guest had already left and they were trying to track him.She offered to pay for some clothes and essentilals as well as comp the room for the night. Not happy but OK. Later that night I found out the guy was going to send my luggage back to the hotel on saturday by FedX. The next day when I went to check out, not luggage, reimbursement for the items I needed, but no info from the general manager on if my lluggage had been sent. On Monday I talked with the GM and she said the person who took my luggage had sent it, but had sent it ground, and it would be 3 daya before arrival. On Wednesday when I still hadn't heard anything I e-mailed this GM who sent me a copy of the way bill. I asked had she been tracking it, and lets just say her answer inspired no cofidence. The way bill had the number so I called FedX, my package wasn't in their system. I then called the hotel where the guest was staying who had sent the package, The Beau Rivage in Biloxi, MS. They tracked the package for me and found it hadn't gone out. I then, again, e-mailed athe GM of the Hilton Choctaw and suggested she call and get the packaged overnited. She e-mailed back they (FedX) wouldn't let her do that. Then I got a call on Thursday from the Beau Rivage saying they had overnighted the package with my luggage and that it had arrived at the Hilton @ 1:23 p. m.(Meanwhile, I've called customer service, Hilton Corporate and just about anyone else I can find to talk with me. I wanted to Know who the GM's boss was, but got no where with that either. Told she didn't have a boss!) The GM finally called me back Friday a. m. the 20th to say she had just taken it to the post office because FedX wouldn't ship to my address(see a pattern
here?) I told her I wasn't interested in talking with her and just e-mail me the confirmation my luggage had been sent. She proceed to say "don't raise you voice to me you act like this is our fault". Last straw, and I still don't have an e-mail with the confirmation! So if you don't want to get robbed by the clerks giving out keys to your occupied room, untruths, rudeness, and total lack of customer service don't stay here! I'm a Hiltons Honors customer, wonder how much worse you could be treated. But the joke is I'll do everything I can to make sure any Medical Convention I attend is not helcat a Hilton.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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On behalf of our management company, I would like to extend our sincerest apologies about the incident with your luggage, and the resulting inconvenience and frustration it caused you during your recent visit. We strive to do the very best we can with all of our guests during their stay with us but unfortunately "we dropped the ball" in your situation. We hope you can forgive us for this honest mistake. I can assure you that our general manager, Kesha, did everything in her power, including the appropriate compensation and adjustments. We wish the guest who had inadvertently taken your luggage would have sent it directly to you using overnight delivery, but instead they sent it back to the hotel, using slower delivery methods, which only amplified the problem. When it did finally arrive at the nearest Fed Ex station, Kesha personally drove there to intercept it a day before it was due to arrive back at the hotel in order to overnight it directly to the address you provided so you would get it a day earlier. Unfortunately the business address it was sent to was closed, causing even further delay, despite her efforts.
Please know that we truly value your business, and we apologize for this inconvenience and honest mistake on behalf of our staff. We hope that you will give us a second chance to regain your business.
Sincerely, Erin Ruppenthal, S&L Hospitality
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.