My complaint:
Firstly, I rang your America Customer Service line on 6123 (i think) and spent a whole hour on the phone with your person. He found my booking under Sarah Seeley, took my email address and every detail. I found the 100% Satisfaction Guarantee in the small print when I was looking for this phone number – Caitlyn did not mention it once as a option when I was there! There are numerous hotels in this area and I would have checked out and cancelled the other nights!
Your member of staff said that it would be down to the Hotel Manager – Caitlyn – to address the issue and call me. I said I did not want to talk to him as I’d spend enough time talking to him in Glasgow and he did not tell me about the Satisfaction money back guarantee. I wanted to talk to someone who could sort things out. I also said I had photos and video of the beds. He said it would take 5-7 days to reply. Great no problem. But I’ve heard nothing at all which is not OK.
Stayed at Hampton in Hilton Glasgow 18-21st December 2022 in a twin room with my daughter to go to a music concert.
We had a catalogue of issues from the first rooms bathroom having a dirty uncleaned bathroom, them a toilet brush left in our sink! Then they moved us – the new room was small pokey and stuffy with dreadful squeaking bases so we kept each other awake, my whole bed was on a slope and the mattresses were thin and poor. Next room beds were even worse. None of the bathroom extractors work so bathroom smells’ and steam get into the rooms. Three miserable nights and wasted a lot of timed effort talking to the manager asking what he could do as we were exhausted with very sore backs – he gave us a drink voucher! I asked if there were better beds elsewhere in the hotel – I could get two rooms so we could both get some sleep – he said they were all the same – about 6 years old – I don’t think so, I’ve stayed in hostels with better beds and bases! So nothing changed
I do have photos an a video but cannot download them here (files too big) – I can do it on an email if needed
I just want this sorted out please – Sarah Seeley
Suggested solution:
100% money back guarantee applied - I asked Caitlyn in Glasgow to note on my account that I'd had all these issues as I would be making a complaint when I got home as we couldn't sleep
I don't know whether he did or not - he certainly did not tell us at any time about the guarantee!
