Homewood Suites By Hilton Augusta Gordon Highway

Wasn’t respectful

The staff!!!!! My husband received a call on the morning that he was to check in that he needed to update his card information however it made him feel uncertain to update his card over the phone. We called the Hilton location to change the card and were told it needs to be updated through booking. Within minutes it was updated through booking with a confirmation email at 8:53am. My husband drove to Augusta to be with his children because their mother had passed away. He went immediately to be with them and didn’t get to the hotel until 7pm to check in. When he arrives he is told that the Hilton servers were down and there was nothing they could do for him. They kept going back to the fact that he didn’t change his card over the phone and they couldn’t confirm that he had updated his card. They did not call booking to confirm the updated information from 11 hours before, they did absolutely nothing to get him into a room. He was told by Karen Brown that he would not be charged because they cannot check him in. Being mentally drained he went over to another hotel who immediately got him in to a room. The next day we see a charge by the HILTON for his room stay. I called and spoke to a woman who told me there was nothing she could do to reverse the charge and that he was still showing in their system until
Sunday. I get placed on hold and then the line disconnected this happened not once but twice! I called back and get Karen Brown on the line who was a complete and total nightmare. She all of sudden couldn’t talk to me but only to my husband who did not make the reservation but would only speak to him, I bring him on the line (mind you he is dealing with grieving children!) and Karen would not speak to me because I was “argumentative”. Would not provide her last name, never apologized for all of the excess stress, never apologized for no room being available, and never apologized for our card being charged.

The thing I didn’t like is I found two bugs in my room. The first one was crawling on the headboard, not sure what it was, but the second one was a flying roach 🤢.

The TV in the room did not work, I notified the receptionist and she responded back hours later. Hours later, I called the number to the hotel and she answered and tried to have me trouble shoot their TV issue, later, like, 3/4am I was told that maintenance was unavailable. The TV stated network wasn't available. The Direct TV seems a bit out of date, I'm used to other services, like logging into my Netflix account. I wasn't able to log onto the Internet initially, after speaking with the receptionist who knew absolutely nothing, she provided a number to help me log on. She did not know which WIFI was for guess usage. I spoke to the 1800 guy around 4am. I wish I would have stayed at another location.

Booking Customer Service was the WORSE. I will NEVER use Booking COM again for Booking any services.

staff membre Brittany at the front desk was not professional and did not know how to speak to customers. she was very rude