Embassy Suites by Hilton Jackson North Ridgeland — Hotel in Ridgeland

I stayed here to work at a local event October 13-15. I was travelling with my dogs. They have a pets policy which is clearly stated on their site (see attached photo) stating a $100 non refundable fee. IT does NOT state it is per pet. The language on their site CLEARLY states "PETS" not "PET" and no where on their site, nor at check-in when I advised them that I have my pets with me, and it was on my reservation, does it state that the $100 pets fee is PER PET.

I checked out on 10/15. My folio showed that my points were used and the $100 Non-Refundable pet fee, as expected. Apparently, at approximately noon, the Front Desk Manager, per the 10/15 evening (8pm) shift staff, put a $200 charge against my room as I had 3 dogs, without authorization, a phone call, notification, nothing! There was NO damage to the room other than pet hair which would be expected. Other than needing vacuumed and the standard wipe down, change sheets, the room was in great shape.

When I arrived home and checked my account, there was a $200 additional charge to my bank account, on top of the $100 pet fee and the room fee was covered under points as I am a diamond member with Hilton. I did NOT receive a phone call from the hotel to advise me of anything wrong with the room or that an additional charge was going to be placed. I called the hotel about 8pm when I found the unauthorized charges and the front desk said there were "no notes" as to why the additional $200 charge was put on my card and I would have to wait until Monday to find out more info, which was unacceptable. The front desk clerk wanted me to wait three days for a reason why there is a $200 unauthorized charge to my account!

I called the HILTONHONORS Diamond desk and explained the situation. She reviewed the language on the hotel's website as well and stated no where in the policy does she see a "PER PET CHARGE" fee authorized. Hilton Honors started an investigation. I STILL have not received a phone call from the hotel. Hilton Honors Customer Service representative stated she had not heard of the "per pet" charge before at their properties. I advised her that I am a frequent traveler, WITH my pets, and clearly review pet policies prior to making the reservation. I had the option to board the pups while I was at the hotel, which would have been WAY cheaper than the unauthorized $200. If a "per pet" charge WAS their policy, I would NOT have stayed there and would have made reservations ELSEWHERE. I travel ALOT, and RARELY write reviews. But THIS episode could NOT go unreviewed!

I had reservations for this weekend at the same hotel which I had the Hilton Honors change to a different facility because I Have NO intention of staying at a facility that thinks it is APPROPRIATE to put UNAUTHORIZED charges on a card, when the policy CLEARLY states per stay, not per pet, which is the equivalent of fraud and STEALING to me. The Hilton Honors Diamond Customer Service is refunding me the $200, along with refunding points that were spent on the room, since they agree that this is a fraudulent charge, and they nor I, have received a response from the hotel. So PET OWNERS BEWARE of UNAUTHORIZED, FRAUDULENT, and I wonder if not ILLEGAL charges from the front desk manager. I will be calling my bank in the morning to mark the charge as fraudulent.

I advised Hilton Honors Customer Service that I would be leaving the factual complaint on multiple review sites, as a buyer beware, if you plan on staying at this facility, especially if you are travelling with pets. But it also begs to question, what other unauthorized charges are possibly going to be charged to your account by this front...

Whew, where do I begin? This was the worst experience I have ever had for any Hilton family property. I was traveling from Atlanta to Jackson on Friday, April 19th during terrible weather which caused several delays. I decided to call the property to notify them of the delay in arrival and ensure I would be able to check in once I arrived. Imagine my surprise when I was told that I had no reservation it had been cancelled. I didn't cancel the reservation, and to date have not received a cancellation email, so when I asked who cancelled it and when, I was told that it didn't show that information and that they had rooms so they could assist with making another reservation.. I made the reservation, provided the representative with my debit card info and received my confirmation. I arrived in Jackson about an hour and a half later, upon walking in I was greeted by a friendly woman who assisted me with my check-in. Fast and friendly however there seemed to be an issue with their system as my card was continuously swiped which led to 3 authorizations, count them 3, being held on my card for ES Jackson. I notified the front desk and was met with confusion and aggravation. 'We didn't charge you anything, it will return to your account when you check out. We only authorized the amount of your stay'. No ma'am, you all authorized the amount 3 times for the stay so instead of $293 it was holding $879. So myself and small children were 400 miles from home with less $250 than my allotted 1100 for my weekend. Next issue (this is number 3) we go into the room and the tv was broken, was told that they would try to get maintenance up there to check it out.. a few minutes later, maintenance arrived or so we thought, turns out it was just a janitor who says he was told to come check the tv but he didn't know what to do and maintenance was gone for the evening. Next morning, my toddler son comes running to me saying look mommy I found a stick, I snatched it from him and what do you know, it was a vape pen, e cigarette whatever they are referred to. I nearly fainted, what if he had stuck that in his mouth??!!! I call the front desk no help. We got dressed and left the room. Upon our return we open the fridge to try and put our leftovers in and what do we find, old food in the fridge! Couldn't get any worse right? Wrong, we let the sofa bed out so that my son could lay down and there was a dirty sock right next to the sofa, a filthy sock which should not have been missed by housekeeping. At this point i was so disgusted I just went into the closet to get the blanket and pillow and put on the bed next to the window in the room, but couldn't use it because they were dirty. But guess what? I still had to pay for the stay, for the filth, for the horror of being robbed of my holiday funds, for the lack of knowledgeable and helpful staff. To say that I would never recommend this hotel to anyone would be an understatement. To rectify issues, I was offered 10,000 Hilton points and told next time to use a credit card. Other issues with filth and such were never handled. Very...

Muriel manages this location as a like a home. She makes you feel welcome as a guest. I have stayed at this location for the last 5 months. I am always here, and I feel like family. I am always greeted by all the staff. Kevin always checks me in, he would get me set up for my room, and he always makes sure I get my welcome snacks.

The wait staff, Aza, Reggie, and Jessica, greet me with open arms, asking how I'm doing and how my travels went. Even just a little wave of acknowledgment that I have arrived.

Next is the bar staff. OMG, what a great team of people. Clarke, Rhonda, and Juice. I don't even have to say anything. Just eye contact and my drink is made. Clarke is a great conversationalist. He is my therapist away from home. Rhonda can put a smile on my face, singing and having fun. Juice is solid, talking with everyone, making everyone feel welcome at the bar. I think people come just to see him. And don't get me started on the food. The best food I have ever eaten from a hotel kitchen. I would like to thank and recognize Ricco and give him the proper recognition as a how talented as a chef he is. I strongly suggest the ownership and management staff sit down with him to create an updated menu. He has so many great ideas for dishes that would do amazing at this location to stand out. Chris and Whitehead is an amazing team that can create amazing meals that feed that craving you have when you're away from home. You can taste the love and devotion they put in their meals from a simple as a salad to pizza to the high-end steaks. I go to bed every night, happy. These have been some of the best experiences I have had the pleasure to enjoy. Just take a moment to get to know the people that make this hotel they make you feel like you're at home away from home. It gives me sorrow that I am giving this review as it's the last week with these amazing people that I have been with for the past 5 months. I hope this review makes it up to someone who can recognize how amazing this staff is and can take these words into consideration and give the proper recognition to all the staff. Once again, I thank all of you for the drive and dedication you give to everyone who enters into this hotel. I do hope to see you...