4th time's the charm?

4th time's the charm?

I was incredibly disappointed by our stay at this Hilton property. We're Hilton Honors members, and we are very faithful to the Hilton brand. After driving overnight with my sister and my two babies--including my medically fragile daughter who was seeing specialists at two local hospitals in Denver-- we arrived to find our reservation had been canceled. I didn't know this was a possibility. Chalk it up to ignorance on my part. I had booked Thursday night planning to arrive around 3am, but we didn't arrive until almost 6am (I also initially went to the wrong Double Tree... my error!). However, once I arrived, very hungry 4 month old in tow, the front desk staff just complained about her own rough day and how she was going out of her way to accommodate me. She created a second reservation, which created a second hold on my credit card since we were still charged for the night before even though they canceled the reservation. We went up to our room on the 8th floor, but there was a "Do not disturb" placard and the key didn't work. 2 more trips down to the service desk, and the key still wouldn't work. Finally, security came to check and discovered that the room was already occupied! To his credit, the security guard was the most helpful person during our stay. He negotiated a "holding" room for us with a single bed (we had two adults and two babies) where I could nurse and catch a few hours of sleep. He also brought us cookies and water bottles. Major props to him.

From that holding room (#2) we were sent upstairs again, but I literally opened the door and yelled "Nope!" to my sister as this room was also a single bed. Finally, our 4th room was according to our request: 2 double beds and not already occupied!

There were a few minor frustrations such as the rusty-bottomed pool being closed for 3 days and the terrible parking situation (people parked in handicapped spots, no-parking spots, and the aisles. Plus the Double Tree shuttles took up the entire front entry), but the check-in process was a total joke.

I initially spoke to a manager who never followed up with me after "seeing what he could do." I have called corporate and opened a case. I was told it was sent back to the hotel, and I haven't heard anymore since.

To be transparent, I was very frustrated to learn that we were also being charged for a new mattress after my medically fragile toddler wet the bed. That's understandable, but not when the hotel itself couldn't hold up to their end of the agreement. Frankly, you don't get to cancel my reservation, bump me around between 4 rooms, double charge my credit card, and then charge me for toddler pee. I am asking the hotel to refund me just the mattress charge, which I think is fair given our treatment on day one. I wish I'd moved hotels after the initial day's disaster, and now I know better.