I want to first start off by saying I have never w...

I want to first start off by saying I have never written a review for any genre of hospitality services whether dining, entertainment or shelter but I felt compelled to come on here and create an account for the sole purpose of alarming potential tourists of this destination. I am a Hilton rewards member and stay at various Hilton's around the world for months at a time for work. Throughout all of my experiences prior to the one being reviewed I've typically had all expectations met/exceeded with the chain and usually preferred their services over the likes of Marriott and other options. This time was different, I had gifted my son a night at this hotel with his girlfriend for his college graduation using a "be my guest" complimentary certificate that I had. I booked though the Hilton rewards hotline, told them I would like to redeem the certificate and everything was handled smoothly. They told me to have my son show it upon checking in and everything would be set. The trouble began when he attempted to check in. After handing over the certificate and the requested forms of identification, he was then asked for a credit card which he had assumed was for the potential charge of incidentals. After asking, he was told the card was actually needed to charge the $260 a night fee. He explained that the certificate he had just handed them was to be used for that night. After that they read over the certificate and also read through the file on the computer to find notes from the booking agent that the certificate was to be used. They promptly apologized and corrected the mistake redeeming the certificate he had handed over...so he'd thought. After enjoying the beach that day and night, the time had arrived to check out the following morning. My son thought something was weird when he didn't find a receipt/bill under the door but continued the checkout process. The next day he noticed on his credit card bill that he had been charged in full for the room. This is where the disgusting lack of customer service and management rears it's head. He gave the branch a call and after getting bounced around he finally spoke to someone named Monica who showed zero empathy and told him there was nothing that could be done, he'd have to pay. Dumbfounded by her response, he couldn't believe that they would keep the certificate and refuse to honor it, conning their way into forcibly charging him for the room. He demanded to speak with someone else and was passed onto Stacey C. the guest relations manager. She had told him that she would review the account, investigate the scenario and give him a call back. As three days went by without hearing back from Ms. Stacey he attempted to call her back FOUR days in a row leaving messages the first three times and the fourth being told by a front desk agent that Ms. Stacey was was right there near the desk and that she would get her to the phone but then came back to the phone with a message from Ms. Stacey that she would call him back in just a few minutes...but as one could assume she never did. This utter lack of respect on not even a client level but a personal level should never be tolerated, As I look at how long this post is and the time I've had to take it to type it I only become more frustrated at how this has manifested. Stacey has single handedly pushed my family towards the Marriott chains with her horrendous excuse of "service." Maybe this review will finally illicit a response from the branch.