AJ Nealey

Review of Embassy Suites Outdoor World D...

I'm part of a 20 group that meets about 3 to 4 tim...

I'm part of a 20 group that meets about 3 to 4 times a year around the country. We are peers in an industry to wish understand best practices, marketing, etc. Our main focus is creating raving fans, wow the customer with an incredible experience. This was seriously lacking, unfortunately, at our recent stay and use of this hotel's conference room. Our host who booked this event at this hotel is being charged over $3000 for rooms that were not even used. She even has proof via e-mail from an employee at this location that any unused rooms would not be charged as long as they were notified in time. She did notify them in time and was hit with this insane bill. When she tried to communicate to management regarding this and after providing proof of the e-mail stating that should would not be charged...they had the audacity to state that she FABRICATED the email! This just blows my mind...we are a faith based organization and small business owners. I don't even know how to respond to this. We are all extremely distraught that this has occurred.

Like I said, we are part of a larger group of over 100 members from over 7 different groups that meeting 3-4 times a year all over the country. They have all been Hilton hotels. If this isn't handled correctly, our members will have to look else where for proper SERVICE.