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Home2 Suites by Hilton complaints

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222 South Dupont Highway
Dover, DE 19901 | Get Directions

(302) 674-3300

http://www.hilton.com/en/hotel...

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Total Amount in Dispute:
$1,325.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Home2 Suites by Hilton closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Home2 Suites by Hilton

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1/25/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,325.49 Amount Settled: $0.00

Customer Complaint

1/3/2022

I have 1 reservation at this hotel. Conf# 3510307062. Check in 12/30/21 check out 1/8/22. The total came to $1, 265.49 plus $50 security fee. When I checked in Mya at the front desk gave me these correct figures and I agreed. Later in the evening the supervisor, Susan, calls up to my room to say " the computer is going to charge your card RANDOM amounts." I find this unusual. Every time she swipes /run my card I'm being charged $1.50 for each transaction. Thus far $985 was deducted then few hours later $51 was deducted. My concern is Why not just take the whole amount now. I stay at this Hotel Everytime I come into town. I seems to always have some type of issue with this supervisor Susan. Its transparent she doesn't care for me and I'm concerned that she is doing this to irritate me. I have also submitted a email to the CEO Christopher Nassetta 12/31/2021. Resolution Sought I would like the hotel to take the Total amount in one transaction instead of running my card several times for odd amounts. I'm being charged $1.50 each time they run my card.

Company Response

1/13/2022

Ms. Clark checked into the Home2 Suites by Hilton Dover on Dec 30th at 11:59am. At the time of check in her card declined for the amount of 984.27. Mariah still allowed her to check in even though this is against our company policy. At 6:30pm the Front Office Manager Susan called her to receive a valid method of payment because her card declined at check in. During this phone call Ms. Clark proceeded to curse at Susan and also threaten her with ensuring she would lose her job. At 6:41pm Ms. Clark's card was authorized for 984.27 and also a separate incidental charge of 50.00 on Dec 30th. On Jan 7th at 6:36am Ms. Clark's card was authorized 281.22 this amount brought her room charges to at total of 1,265.49 which was posted at check out at 11:20am on Jan 8th. The 50.00 incidental charge falls off the card at check out as long as damages are not dore to the guest room. Our property management system is not set up to authorize the guest card for the whole length of stay. The system will authorize the card for a portion of the total several times during the stay. Unfortunately we do not have control of the percentage that is ran during check in or during the audit. Ms. Clark was only charged 1,265.49 which is the total amount for her 9 night stay.

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