My complaint:
We checked in on the evening of Friday October 13th. When we opened the door to the room the air-conditioner sounded like it was going to explode. I immediately went to the front desk and was told there are no similar rooms available. A work order was completed to fix the problem the following day. Upon entering the room a second time we noticed two used hand towels in the bathroom. Apparently the staff new the room was a problem and moved the previous guest to another room.
We arrived back Saturday evening. The air-conditioner sounded the same. No work order was completed and nobody bothered to hold another room for us.
Upon check out we were given 5000 points and told the points would probably cover a free day.
I realized later that we used 80,000 points for two nights.
I have been a Hilton honors member for many years. It seems like the staff either could care less or are not empowered to do the right thing. Email was sent to the manager and assistant manager-No response
Suggested solution:
return the 80,000 points I used to book the rooms.
