My stay at this hotel was disappointing due to several issues with customer service and billing management.
Upon arrival, I was surprised to see that the price calculation was done manually on a phone, which took a more than average amount of time and unfortunately had a negative impact on my experience right from the start especially after a long flight. Overall, the experience fell short of expectations, especially in terms of service quality.
At checkout, the same process was repeated, once again leading to unnecessary delays and potential stress on the client side if he or she has a flight to catch.
The room was standard and in line with the description.
Additionally, the system does not allow for the issuance of an invoice that includes the total amount, making it difficult to track all the payments especially for me since I spent 14 days. The payment itself was not processed in a single transaction, further complicating the traceability.
At checkout, the staff member, who was the manager, showed a lack of professionalism by refusing to send the invoice via email and repeatedly evading questions by only saying, "This is third party, check with the bank and Expedia" without providing any helpful clarification and most importantly without ensuring that the client is satisfied.
As European clients, we are used to booking via the platforms and it seems that the staff were not used to dealing with those clients and were more at ease with the ‘Hilton Honors’ clients.