Jacob Frazier

Review of Hilton Garden Inn Omaha Downto...

WILL ONLY GET A RESPONSE FROM MANAGEMENT IF YOUR F...

WILL ONLY GET A RESPONSE FROM MANAGEMENT IF YOUR FEEDBACK IS GOOD****Checked in for a short overnight stay while in town with my daughter. Everything with the hotel was nice. My experience really came to light after checking out. At check out time I pulled my vehicle from the 4th floor to the ground level so it was easier for us to access and load. As I was pulling in a I noticed a white truck that I parked next to. After leaving the hotel we hit the highway immediately and stopped just outside of town to fuel up. Once out of the car to pump gas I noticed my vehicle had been hit. It was white paint and corresponded with the same way someone next to me would have to cut the wheel in order to back out of the parking spot. I came to the conclusion it was probably the white truck that parked next to me. I called into the hotel immediately but was told the manager on duty was busy but would call me back. This made since as it was Sunday and a lot of people were checking out. Monday came and went without a call. Tuesday while at work I decide to call back. I reached someone who identified themselves as the GM. Took all info of what happened, said he would need to check the security footage and would call me back shortly. I explained I was waiting to call my insurance until I heard back. I never heard back Tuesday so on Wednesday I decide to take time out of my workday to follow up. I was told by the lady who answered the phone he was busy and in a meeting but knew I was waiting to hear back. Waited until Thursday and still did not hear back. I decided to call again and at that point reached someone else who identified themselves as either a GM or AGM. He told me who I was to be calling me back was off for the next couple days and was not aware of situation. I explained it and he said he would check the footage immediately to see if the camera view could see where I was parked. He put me on hold and did this within about 2 minutes. I asked him to have that same manager that was originally supposed to call me back reach out to me. Here we are almost a week after and no contact back from the original manager. Would have liked the professional courtesy to hear back from him with an apology but that is not going to happen I guess. Having your vehicle hit and ran on is not a fun situation. Having it happen on someone else's property and then not having them cooperate doesn't make it any easier. Not what I would expect from a Hilton property.

*** I went back through and edited my response. I called back after waiting an additional week and brought it to the managements attention that no one every reached back out to me. No real response of concern. Adding to it since then I see that management responds to 5 star reviews but seems to look over negative feedback. They are missing the point totally.