So, I decided to book a room for my girlfriend and I at the Parsippany Hilton. It was in a nice centralized location for the business and personal matters that we both had commitments for last week. The hotel itself is nice, and the room is clean and spacious, but to be fair, for what they want a night, isn’t that expected?
Our problem came in the form of a rude Bartender with horrible customer service skills, and it is because of this person that I’m never going back to this place again, nor will I recommend anyone to stay at this property.
On Thursday night, my girlfriend and I were coming back from an event we were attending and were a little hungry. We thought it would be nice to stop off at the lobby bar and get some apps and a bottle of vino. When the $54 bill came, at 10:46 PM by the way (keep 10:46 PM in mind) my girlfriend suggested we split it, so we both handed our credit cards to the bartender, Bill. Here is where everything went downhill. For over 20 minutes, Bill had his back to us as he tried to figure out how to split the check among two cards, kind of strange considering this practice happens every day and I can’t imagine that my girlfriend and I were the first two people to ever request Bill for a split check. Our questions to him asking if everything was ok were unanswered as he kept his back to us, literally scratching his head and mumbling to himself. Since my girlfriend was very familiar with the system they use to ring up bar purchases, she offered to show him how easy it was to split a check, but Bill never turned around to acknowledge us, much less offer an apology for the wait or a customary drink on the house. Instead, after twenty minutes, he turns back around and presents us with two receipts to sign for the split bill, the only problem was, Bill put both charges on my girlfriend’s card!! At this point, we were obviously annoyed and after my girlfriend reluctantly signed both receipts, she went to the front desk to see what they could do and I dashed to the ATM to get cash to give her for my share. Went I returned with the cash for her, I saw that the front desk had given her a breakfast card for two for the next morning, but as we went up to the room and settled in, the more I thought about it, the more I wanted to return the card. Simply put, I can buy my own breakfast without the Hilton handout, and frankly, if breakfast was anything like our late dinner, we decided it would be better to go elsewhere.
I walked back downstairs to give the breakfast card back to the front desk, and told them thank you but no thank you, we were going elsewhere. It was at this point that Bill the bartender approached me with a $32.33 receipt to sign. Apparently, Bill took it upon himself to run my card which was already in the system, thereby in his mind splitting the check. Bill said he ran it because of a conversation he had with a gentlemen named Jimmy who works at the front desk, the only problem was no-one ever consulted me about running my card and why would he run my card again after the check was paid?! At this point, I’d like to ask you who is reading this, what do you call the practice of taking something from someone without asking them? That’s right, it is stealing, or at least that was the definition of it when I was raised, but I guess that’s not how they see it at the Parsippany Hilton, why else would Bill the bartender do that, must have been part of the training. So, I see this receipt and ask Bill why he did that, reminding him the bill was paid, again Bill had no answer, only to say that Jimmy at the front desk told him to. I told Bill I wasn’t signing it, and went back upstairs to my room.
Five minutes after getting into my room, I mentioned the most recent conversation I had with Bill to my girlfriend, who looked at me like I had 5 heads. She prompted me to open my laptop and check my bank account, telling me that a slip doesn’t need to be signed to be charged. When I went to my bank’s website, I saw that there was yet another charge to my card, this time the amount totaled $32.09 thanks to Bill. Keep in mind that this was the fourth charge Bill ran, two slips to my girlfriend for the original check, one charge to me for $32.33 and another one for $32.09. So, down to the lobby we went , laptop in hand and at 1:30 in the morning (remember the 10:46PM original order time) my girlfriend and I met with Rick, the night Mgr. and John, the food and beverage manager. The four of us sat down to discuss what had happened and asked for an explanation. It was at this point that Bill the bartender decided to speak over everyone, and kept repeating “just refund it, just refund it”, the only problem was that there was no way to tell what cards the refund was going to, not to mention the two other charges of $32.33 and $32.09 that Bill rang up that there was no slip for. I guess at this point I should mention that between the time Bill showed me the receipt to sign for $32.33 and the time that my girlfriend and I came back downstairs for a resolution, the $32.33 slip had mysteriously disappeared and Bill at this point was flat out lying that he ever charged anything. Lucky for me though, in front of his two managers Bill stated that he did run my card for $32.33 because Jimmy at the front desk told him to, when I looked at Bill’s managers and explained that my card was run without my approval or knowledge, they conceded it was not the right thing to do, especially since when asked, Jimmy at the front desk denied the entire conversation. It was at this point that Bill, still on the job mind you, decided that it would be best to start pouring himself glasses of Vodka to drink, I guess the Hilton okay’s drinking on the job as well. I also think it’s funny that Bill suddenly had all the answers to fix the situation, when it was his carelessness that put my girlfriend and I into this 3.5 hour debacle. So now, here we both are, with money in our bank accounts that is frozen thanks to Bill’s repeated charges and refunds, this is money that we will both be without for several days as the transaction is reversed on the bank end.
To be fair I should say that Rick and John did everything they could in a very professional manner to resolve the issue, our money for the meal was refunded, I was not charged anything for the stay and apparently my Hilton status will be upgraded, although I haven’t seen any paper trail on anything yet, I just have to keep an eye on it and take their word for it I guess. As I told the people at the Hilton, because I am honest and don’t believe in being fake, I am never going back to that Hilton again, nor will I recommended it to anyone. If anyone I know books a room there, I will strong recommend that they cancel the reservation and book at a nearby hotel. The bottom line is that a person like Bill works there, so how do I know that the entire hotel isn’t suspect?! If anyone has seen the movie Casino, they will remember the scene where Robert Deniro tells the slot manager that he is either in on the fix, or is too stupid to see the fix happening, either way he is out. That is my feeling towards this Hilton. Nice rooms are a dime a dozen, any bozo can work a vacuum, in this day and age it’s customer service that separates the good from the bad, and even though my girlfriend and I were treated professionally during the resolution of the issue, it is something that should never have happened in the first place. DO NOT STAY HERE.
- Official Description (provided by the hotel):
- We boast a great location on the New Jersey Mack-Cali business campus, in the heart of Morris County's Corporate Business Center. Make yourself at home in one of our Standard rooms, which exude modern luxury and classic sophistication. Here you will enjoy plush beds, a marble vanity in every bath, and expansive rooms. Cherry furniture with a contemporary accent, adds a warm feeling to the finest accommodations. Each room includes a large work desk, with two-line speakerphones, Hilton alarm clock with MP3 connector, and both wireless and wired high speed internet access. ... more less
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- Also Known As:
- Hilton Parsippany Hotel Parsippany
- Hampton Inn Parsippany
- Parsippany Hampton Inn
- Parsippany Hilton