Hilton Garden Inn Denison/Sherman/At Texoma Event Center — Hotel in Denison

I had made a reservation for a room the day I was coming into town and having a chemo treatment. I was told my the man on the reservation line it would be OK to check in early because I had agreed to pay an early check in fee. Well after my treatment my autistic/ADHD son and I were exhausted and went to check in. There was a middle aged black woman at the front desk. She refused to check me in because it wasn't 3 o'clock. I cried and begged and pleaded and was a little upset about the whole situation. Finally 45 minutes later after waiting on 4 other people she gave me keys, no apologies nothing... So we get to the room and sleep, and go to the front desk the next morning, and my son gets out an ice cream and Gatorade, his blood sugar was low, and he does not know any difference I've always gotten him everything he's needed. She didn't like that at all. She was very vocal and rude and said something about 'controlling' my son and that other guests were complaining. There were no other guests there and we hadn't left our room until that incident. So I check out the next morning. The following week I checked back in, just to be awoken at 6 am and yelled and screamed at that I'm not supposed to be there and the police had been notified. Understandably my son and I were very upset, people standing over us screaming and we literally just opened our eyes. As we were leaving somehow my son's phone got lost and that didn't help anything, she said we couldn't come back to look for it but that my ex monster abuser (also black) could come up to the hotel and they would go in the room together and look for it. My son has not stopped crying for that place since then all day every day hyperfocused on there and kept crying and asking me was he a failure because they didn't want us there, he feels safe there because when we finally escaped the domestic violence situation we stayed there for an extended period of time and that's the first time in a long time he felt safe. I called them several times both of us crying and asking why were we not allowed there. We never got an answer. Finally we were told for various reasons to do with my son... But couldn't name or prove one. So I've called Autism Speaks and they are going to help me get an attorney and sue them for discrimination, emotional and mental anguish pain and suffering... I really don't want to sue I'd rather just be welcomed back with an apology and a deeper understanding for my son. And I wouldn't even be suing for the money I will be suing because my son has to live in this messed up world when nobody understands him and that's not fair at all. Would you please give us another chance?

Here it is days later and no response

Anyone notice everyone else got a response from the owner, but they haven't responded to me? What...

I am a traveling respiratory therapist and i came to Denison to work. I checked into the hilton garden inn sept 29 and and checked out October 5th to go home for a few days. Upon checkout I asked the desk clerk to run my visa to pay for the room rather than the master cc I used to make the reservation and she obliged. However, to my dismay, rather than charge my visa for the nearly $600 stay she charged both my visa and master card. The following day i called her to tell her what she did and she denied it but when I called back and spoke to her manager, the manager found her mistake in the Foliant (accounting) system. Ok things happen no big deal. The manager apologized and “fixed” her mistake and told me he would reverse the charge but rather than reverse the charge he charged me yet again. So here I am stuck with 3, 5-hundred and something dollar charges- one on my visa and two on my master cc. So after days of getting the runaround and no returned phone calls from anyone including the manager who told me he’d investigate the situation and call me back, I’m still out of over $1600 for a 6 night hotel stay. I’m back at the hotel for four months and I’d like to leave at this point for the lack of hospitality and seemingly uncaring management system but unfortunately most of my funds are tied up in this hotel that refuses to refund me due to the incompetencies of the staff. (I’ve contacted Corporate and they won’t help me either). Here it is over a week later and management still hasn’t gotten back with me or refunded me my money. Oh well I’ll just let my credit card company fight them. Any-who, let this serve as a lesson for us all, if you aren’t sure how to do something don’t pretend to know because it creates a bigger mess. Had the front desk clerk said, “hey I’m not sure how to change the payment method,” I would have just used my master cc and paid off my balance at a later date. The least the hotel could do is offer me a complimentary beverage. Maybe that can offset all the interest I’m going to accrue on my master card until my credit card company recoups the money the hotel stole from me. I would leave but unfortunately this is the only hotel within a 40 miles radius that doesn’t have bed bugs. The hallways smells like sewage sometimes but at least you can’t smell it in the rooms.

Update: I finally had to check out for my own peace of mind. Upon checkout I was overcharged almost $200 but I got a refund a...

We are staying here due to our home being restored. We were not able to get a king sized bed room but we’re happy with the size on the two queens room. Bathtub was a little dirty and air vents definitely were dusty. They explained to us at check in that we would need to call before 10am for any housekeeping which we were definitely fine with. The first night, we received prompt service to receive extra towels and trash bags, but the second night I ran into a bit of a snafu. It really wasn’t that big of a deal but the girl at the front desk made it seem like she was the only one there and that I needed to come down to get some more coffee for the next day. Fine. Third day, I requested housekeeping at 8:30 in the morning. Left the room for 6 hours (3 hours 2 different times) and finally came home around 5ish with my toddler who was asleep. When I got into the room, our room was not serviced. I called down to see if someone could do it quick and unfortunately I was met with attitude. The girl said no, you can get your own sheets and trash bags from the front as housekeeping is already gone. I told her that I couldn’t because my toddler was already asleep and my husband wouldn’t be back until later. I said so there’s no one who can bring it to me? And she goes no I’m the only one here. Requested the manager who was already gone for the day. The next day I had to call a few times to finally get the manager. He was helpful and told me it wouldn’t happen again and that as well she was not the only worker that previous night and someone could have helped me. BUT as soon as I was satisfied with the response/resolution I received, I didn’t appreciate the next part of our conversation where he was asking me if I used profanity with his worker. I certainly did not use profanity and told him he could review the call if he didn’t believe me. At the same time…I’m a guest. I felt like I was being accused and felt like that was unnecessary. I used to work customer service as a manager myself and know how to treat people. Yes I was upset, but would never call someone names or cuss at them over not having a room serviced. Honestly, I don’t know how long we will be here, but I wouldn’t probably stay here by...