Facing a missed connection flight in St. Louis and needing a last minute, overnight hotel on 3/31, my wife searched several options and was excited when she found Hampton Inn St. Louis/Westport. With two children and two senior citizens on a trip with us, we needed a safe, convenient and fast spot for 5 hours of sleep. At 10:28pm, she booked two rooms with a confirmed price of $151.91 each. With six in our party, we took 15 minute Uber rides to the hotel. When we arrived, we found an unacceptable hotel lobby. Renovations are underway but tarps covered hallways, the lobby worker sat at a folding table and two other frustrated customers were in front of us. They had confirmation numbers but were told no rooms were available. When we got to the makeshift desk, we were told the same thing. It didn’t matter we had a confirmation number and hired a driver to take us across town. We were out of luck. The worker told us the hotel had been filled for 2-3 hours. As we stood there, a young man holding wine and flowers was denied, a couple helping their aging mother was denied, a couple who’d travelled from it of town was denied and we were each given no solutions. With no other accommodations or help being offered by the Hilton property, we joined the other seven customers in walking out at 12:18am, frustrated and disappointed that our emailed promises didn’t matter. We were out of luck and offered nothing. We ordered Ubers, waited and returned to the airport on another 15 minute ride. Instead of resting at our confirmed Hilton hotel, our kids, the 80 year old grandparents, my wife and I sat in airport chairs all night, barely sleeping. We counted on the Hampton Westport to provide a refuge during a frustrating flight delay. Instead, the Hilton property made our challenging night even worse. As a Silver Hilton Honors member, the night was extra frustrating because when I talked with General Manager Henry Lee Sullivan in the makeshift lobby that was embarrassing to the Hilton name, Sullivan offered nothing to make up for the company’s mistake other than the offer to cancel our reservation without penalty.
92 評價