Hilton Garden Inn Burlington Downtown — Hotel in Burlington

Room was overall clean (though we did find a big ball of hair under the sink and candy wrappers peaking from under the bed). Valet men were very welcoming and were always sure to greet you when you passed by. Though the front desk staff seems completely new or not well managed. The women who checked us in on 12/26 around 1pm was very pleasant. That same night, we went down to the market to utilize our daily $20 F&B credit. When we went up to the desk to notify the agent to add the charges to our room, she glimpsed over the items in our hands and said she got it. But did not write it down nor type it anywhere. We asked her what the toral charges were and they seemed taken aback by our question and not too interested in adding the total for us. We then asked if room changes were possible the next day because we were in a connecting room and could hear our neighbors. The agent did not help us. He briefly skimmed over availability and said it's possible but to try again in the morning. Did not even try to add a note in our reservation or anything. We just walked out and dealt with the noise until we checked out. Next morning 12/28, our check out date, our bill was emailed overnight. We had valet charges for a car that was not ours and no credit for the F&B charges as promised by being a Gold Hilton Honors member. I approach an agent around 9am, I cleary stated "Im not checking out yet but I want to address some charges" she seemed extremely uninterested in helping me and as if she was not even listening to me. She told me all the charges were gone and credited. I checked my email when i got back upstairs where she had sent the new bill, the credit number was not correct, and we still had a valet charge. About 5 minutes before checking out of the room, we get a light knock on our door and boom, HSKP enters our room with their master key. She quickly said sorry. and that her list said we checked out already. My partner speaks to the agent when we go back down to officially check out, first tells her that HSKP entered our room while we were still getting ready, all she said was "whats ur room number?". NO REACTION. NO APOLOGY. NO EMPATHY. I used to be FD agent for many years, I was shocked she did not even bother to say she was sorry but instead when my partner next addressed the charges were still incorrect, she says "oh the women who came down earlier didn't say that". Really? We are not here speaking to you to determine who said what but instead as a front desk agent I need YOUR help with my problem as a guest. For the lack of empathy and not well trained agents, I would not stay here again and its unfortunate because we do plan on returning to Burlington...

I stayed at the Hilton Garden Inn Burlington Downtown 3/11-3/13. I checked in with staff at around 6:30PM and let them know I was going to have a dog with me - they told me there would be a $45 flat fee charge for the stay which I agreed to. My booking was through a third party called HotelTonight. I provided a card for incidentals and deposit at check in. On the first night, tired after a 3 hour drive from Albany I took the dog for a walk and went to bed. On Saturday I had plans to go shopping on Church street and go to the comedy club (which is very close) in the evening. Again, no issues. Spent very little time in the room. Fast forward to check out on Sunday, I was cleaning the room and making sure I got all of my things together and noted some small blood speckles where the corner of the wall meets the floor. I had seen this before at my home a long time ago when my dog had an ear infection. I cleaned it up thinking that's what it was and took a look at my dogs ears and paws - there was no bleeding and they were not irritated. I looked around a little further and found blood on higher up portions of the wall (much higher up, around chest height). I also found speckles of blood on the linens. I pulled the tucked linens off of the foot of the bed and found more blood there. There is no way my dog could have gotten blood in that area, especially because he had no findings of blood on his ears or paws. I told the front desk agent when checking out and showed her the pictures. She said that my pet fee would be refunded and offered an apology. I would have let it go at that, but the next day I noted an additional $377 in fees attached to my account, when I called to follow up about it they said it was for pet damage. Attempted to call operations manager and housekeeping 2x each, left a message for them. No response yet. I'm an honest person and was upfront about my findings, which were absolutely gross and fairly distressing. I am pretty upset about how I was treated. Update (3/16), still no response from the operations manager or housekeeping manager. **UPDATE 3/19/22: Still no response from operations manager Nicole Murphy or Housekeeping manager after I left messages for both to call me back. Nicole Murphy's voicemail explicitly states she will get back within 48 hours. It has been 5 days. My support person Reuben at HotelTonight also has not been able to reach anyone with decision making capability yet to advocate on my behalf. In response to the 'owner' posting below I submitted a support form through the website they link to. Will update...

I made a reservation in April for a three day stay at the Hilton Garden Inn Burlington Downtown at the end of October. A few days before arrival, I received a call from the Shannon Moore asking me if I'd like to cancel my reservation because they were going to be busy this weekend. Ms. Moore asked me for a new credit card number, and I refused. I then called the hotel number and provided my credit card number. I also wrote an email back asking them to confirm that there would be a room for us when we arrived, but received no reply.

When we arrived on 10/30 at around 200pm, the room I'd selected was not available. At 400pm (check-in time) the room was still not available. At 430pm we were given a room right next to the elevator on the third floor.

On 10/31, I saw they charged my card for over $1,613.57. When I called the hotel to complain they said my room rate was changed to $420 a night. The total amount for my reservation of three nights was supposed to be $451.83, including tax.

I stopped at the desk and left a phone message for Ms. Moore. I never got a call back, so I called Hilton customer care. They promised that the room rate would be fixed and that I would get a call the next day from Ms. Moore to confirm.

On 11/1, Ms. Moore never called, so at around 215pm I called her again. Ms. Moore lied to me saying she had left a message for me on my room phone. She also lied again, saying that the room rate was corrected when we checked in. She promised to send me an email confirming that my room rate was corrected, but that was never received.

When I checked out on November 2, 2021, the room rate was still not corrected. I have the bill still showing a room rate of $420. I was able to get the bill corrected and paid a total of $511.83.

A few days later, the credit card authorization of $1,613.57 dropped off of my credit card, but then a day later it reappeared. I contacted my credit card and reported the hotel for fraud, and the charge was removed.

My reservation was booked under a government rate. I believe Ms. Moore decided to give me a hard time because she doesn’t like the police. 420 is a clear reference to marijuana, an issue that I really don’t care about. But, she thought it would be funny to rack my rate up to $420 a night, and have me trying to fix it during my entire stay.

I contend that Ms. Moore's actions amount to credit card fraud and harassment. I have also contacted the Office of the Vermont Attorney General, but have not heard...