I would give BWI Hilton and Hilton customer servic...

I would give BWI Hilton and Hilton customer service a zero if I could.. Should of read all these comments before I booked to stay there.. My situation has been going on for the past 3 weeks and doing what's right for the customer (what was promised) doesn't matter to the management staff at this location. During my stay on the first night, a complete STRANGER was given a key to my room, (due to what they say was a system mistake).. Mind you it was at 12 am at night. I had called front desk about 8 times and no one answered.. I had to then get out of bed, get dressed and go to guest services just to get assistant.. I waited fro 30 mins to speak to a manger DAVID , who then came out and showed sympathy about the situation and said that was a major mistake and states he would take care of the 2 nights I was staying.. I had asked for a receipt, but due to the fact that I had booked through 3rd party, he would have to contact them to let them know to reimburse me and then Hilton will take care of paying the 3rd party company.. He informed me to check out with him when I left..

The day of checking out i asked to speak with David, but of course he was too busy, and the clerk knew of my situation and informed me that their system were going through an audit and at that time they couldn't give me any documentation but he would for sure email me when it was all taken care of.. I waited 2 days, called back Tuesday and Wednesday left messages (He was a night manager).. No call back.. call back Thursday and Friday to speak to ANY manager and even called 4-6 times through out the day.. Left messages and no returned call.. Finally was able to stay up one night and call and speak to david, which he informs me I have to call the 3rd party company to request a refund.. Huh.. this was NOT what was said.. So I the customer... calls 3rd party company.. 3rd party company then has to call and speak with david and he tells them only one night.. NOT AT ALL WHAT HE STATED HE WOULD GIVE ME BACK.. HE CLEARLY SAID BOTH NIGHTS.

This is when I decided to call the 1-800 number to file a complaint (don't waste your time in doing this because they do absolutely nothing but redirect you back to the hotel management.. Umm duh that why I called you in the first place, because the hotel management is a mess) Fist time the lady, destiny promised that they would get my situation resolved, which was crediting me for the 2nd night, Informed her that i was only given one night credit all ready from 3rd party.. just need them to call 3rd party to get my 2nd night credited. i was informed by destiny that if in 3 days I didn't get a call from the general manager I could call back in and they would handle it.. Well time goes by and then I finally get an email stating my case file was closed due to the fact that I was refunded the one night.. so yet again my situation was not resolve.. I obviously knew before calling into the 1800 number that I got back one night I told yall that which was in the notes (according to the next agent)... I my complaint was because they hotel is not crediting me back for the 2nd night as well like I was promised.. So I called the 1800 number the 2nd time and got ART who stated they had to resubmit another case and general manager will then contact me with in 3 days.. A CYCLE!!! Didn't receive a call.. Of course.. Called back in again spoke to a lady (didn't catch her name) explained a little bit of the situation and she also read some notes on the account... put me on hold for 10 mins and was transferred to the hotel.. Really Hilton.. This is how you handle a customer situation with your guest.. Will never come back to this place again.. And will have Hilton as the last resort in picking a hotel.. And please don't bother commenting back!!