Hilton Garden Inn Newport News — Hotel in Poquoson

Prior to my arrival, I called in the second guest's name to add to the reservation. I sent a screenshot (see attached) to the 2nd guest while en route on the plane. At that time, she was attempting to check in with the front desk clerk. Upon the second guest arrival, she was informed that the rate had jumped to $1200 (est). She was informed that the rate that I quoted was not the rate in their system. Upon my arrival at the hotel around 11:30 pm est, the front desk clerk stated that he could not go into the system to make the correction. I showed him my original reservation which showed the rate of $858 for the entire stay. After a 30 minute attempt, the overnight clerk suggested that I wait to speak with the daytime staff.On Thursday, October 24, 2024, I approached the front desk to get the rate corrected. I informed him that my rate on my Hilton app was incorrect and had been changed to a higher rate. The front desk clerk, a male(name unknown) was quite indignant about the rate being correct. He informed me that they did an overnight audit and he assured me that the rate had not been changed. As his demeanor started to get aggressive every time I attempted to show him my initial reservation, he grew more agitated. I requested to see the manager, Prashant Patel. The front desk clerk left to honor my request only to return to inform me that Mr. Patel would not come out to speak with me. He directed me to send an email directly to him with my original reservation amount. The male frontdesk worker stated that they will check to see if there is a glitch in the system but the rate is correct on their end! While trying to enjoy my homecoming, I called the Hilton Customer Care number and spoke with Tanya. After staying on hold with Tanya for 45 minutes while she investigated my complaint, she returned to explain that the hotel staff actually requested that she send them a screenshot of what was in her system. Simply unreal! It was truly unbelievable that the Newport News staff did not believe the customer with receipts or the Hilton corporate staffer. The customer care worker informed me that the hotel added a second guest, which the hotel said resulted in the rate increasing $400. I have been a Hilton Honors member for over 20 years and have stayed at a number of Hilton properties. I have never experienced such a rate increase after adding a second guest. In fact, I attached a screenshot of the benefits of Silver membership which is clearly on my HH profile. An additional guest does not result in a higher rate for Silver members. It appears that the hotel is running a financial scam! What was the hotel planning to do with the extra money despite the fact that the corporate Hilton worker, Tanya, stated that her system reflected the original rate of $858. After the telephone call with the Hilton corporate staffer, my rate was corrected. She said it was a very simple change that the hotel should have and could have done immediately, yet they refused to.About 15 minutes after releasing the call from the corporate office, I received a call from Molly, the Hilton Garden Inn front desk manager. She informed me that everything was corrected. I explained again that I was very dissatisfied with her staff because they refused to change my rate despite the evidence. She apologized and explained again that the rate was higher because I added a second guest. Again, she repeated the misinformation despite me explaining that a second guest is free. Molly informed me that I was incorrect. Nevertheless, I decided to end the call with Molly because the local staff appear to be untrustworthy and incompetent. I would never stay at this hotel because they are...

Prior to my arrival, I called in the second guest's name to add to the reservation. I sent a screenshot (see attached) to the 2nd guest while en route on the plane. At that time, she was attempting to check in with the front desk clerk. Upon the second guest arrival, she was informed that the rate had jumped to $1200 (est). She was informed that the rate that I quoted was not the rate in their system.|Upon my arrival at the hotel around 11:30 pm est, the front desk clerk stated that he could not go into the system to make the correction. I showed him my original reservation which showed the rate of $858 for the entire stay. After a 30 minute attempt, the overnight clerk suggested that I wait to speak with the daytime staff.On Thursday, October 24, 2024, I approached the front desk to get the rate corrected. I informed him that my rate on my Hilton app was incorrect and had been changed to a higher rate. The front desk clerk, a male(name unknown) was quite indignant about the rate being correct. He informed me that they did an overnight audit and he assured me that the rate had not been changed.|As his demeanor started to get aggressive every time I attempted to show him my initial reservation, he grew more agitated. I requested to see the manager, Prashant Patel. The front desk clerk left to honor my request only to return to inform me that Mr. Patel would not come out to speak with me. He directed me to send an email directly to him with my original reservation amount. The male frontdesk worker stated that they will check to see if there is a glitch in the system but the rate is correct on their end!|While trying to enjoy my homecoming, I called the Hilton Customer Care number and spoke with Tanya. After staying on hold with Tanya for 45 minutes while she investigated my complaint, she returned to explain that the hotel staff actually requested that she send them a screenshot of what was in her system. Simply unreal!|It was truly unbelievable that the Newport News staff did not believe the customer with receipts or the Hilton corporate staffer. The customer care worker informed me that the hotel added a second guest, which the hotel said resulted in the rate increasing $400.|I have been a Hilton Honors member for over 20 years and have stayed at a number of Hilton properties. I have never experienced such a rate increase after adding a second guest. In fact, I attached a screenshot of the benefits of Silver membership which is clearly on my HH profile. An additional guest does not result in a higher rate for Silver members.|It appears that the hotel is running a financial scam! What was the hotel planning to do with the extra money despite the fact that the corporate Hilton worker, Tanya, stated that her system reflected the original rate of $858.|After the telephone call with the Hilton corporate staffer, my rate was corrected. She said it was a very simple change that the hotel should have and could have done immediately, yet they refused to.About 15 minutes after releasing the call from the corporate office, I received a call from Molly, the Hilton Garden Inn front desk manager. She informed me that everything was corrected. I explained again that I was very dissatisfied with her staff because they refused to change my rate despite the evidence. She apologized and explained again that the rate was higher because I added a second guest. Again, she repeated the misinformation despite me explaining that a second guest is free. Molly informed me that I was incorrect. Nevertheless, I decided to end the call with Molly because the local staff appear to be untrustworthy and incompetent. I would never stay at this hotel because they are...

This hotel was nice. With the exception of the woman whom checked us in, the staff was quite friendly and accommodating. The woman whom checked us in, however, was quite rude. I did not get her name but did make it a point to mention the situation to the sales manager and the woman whom checked us out (Eric and Olivia). They were both very apologetic that my experience was anything other than what I should have experienced given the Hilton brand. The woman whom checked us in did not even acknowledge me and continued her leisurely conversation when I came in to the hotel. The other employee standing at the front desk, however, did. When two of my children were in the pool and it had just closed, the "check in" lady came and let them know the pool closed at 8. The problem was, however, the clock near the pool was an hour behind so they had no way of knowing they were already beyond the time the pool had closed. She then came back and asked my children (a young adult and an older teen) if they understood what she said earlier. They explained to her that they were going by the clock in the room which was one hour behind. She never apologized for the misunderstanding....just continued in her rudeness. Not that this one interaction would deter us from staying at this or any other Hilton property, I am sure she will be addressed but interactions like this (and the lack thereof) do deter people from continuing business with companies. But other than that employee, our stay was pleasant. The rooms were cleaned and well stocked. They had Lysol stickers on the door before entering to let you know the room had been sanitized and not entered since (you had to break that sticker in order to get into the room). They had stickers posted ALL throughout the room showing what surfaces had been Lysol sanitized which was fantastic given the the world's health crisis. I appreciate all staff that made this visit enjoyable for my...