I’m saddened to have to write this review as I truly did enjoy the facility itself. The rooms were spacious and the beds were quite comfortable. There was a saltwater pool and unique workout/laundry space. We did not have breakfast but it looked like a well-done spread. I would’ve made this hotel our go-to for trips to Tallahassee which are often.
But they are actively committing fraud. And leaving a solo-parent of four with a negative bank account balance because of these fraudulent practices.
My mother paid for the hotel IN FULL several weeks prior to our stay. I was checked in by an associate who asked for a card for incidentals, so I gave them my debit card but asked that they please not use it; we were there for one night, less than 12 hours technically. Upon our departure from Tallahassee on Saturday afternoon, I checked my bank account balance to see how much money I had left. That’s when I saw they had charged my debit card the FULL AMOUNT for the stay, $187.02. I immediately contacted the hotel and they said it was a mistake, they’d refund me. The following Monday was a holiday so I assumed it wouldn’t appear then; likely Tuesday as the manager claimed Hilton had reversed it/taken off the hold (we were told MULTIPLE explanations as to why my debit card was charged from Expedia made a mistake to it was a hold for something entirely different). I woke up Wednesday to get my children ready for school and checked to see if the money had been refunded.
THEY HAD CHARGED MY DEBIT CARD AGAIN. I have proof of all of this as well, so in their response if they say this charge did not exist, I have documentation from my bank showing they indeed charged my debit card again on 10/16/19. It was a pending charge but Chase removes pending transactions from your account. I called and the front desk manager hung up on me, and while I did use a curse word, it was not AT her; it was simply an adjective in the sentence and not directed at her. I went to my bank as soon as it opened, mind you we had tried in earnest to contact the manager of this hotel on MULTIPLE occasions to no avail. His phone went to voicemail and he did NOT return calls from me OR Chase bank. My bank was able to dispute the charges and they said they’d put the money in my account temporarily but ONLY for the charge that was no longer pending (the first charge that this manager INSISTED he reversed was INDEED taken out of my account, it was never on hold and they never reversed). In the meantime, my mother had called corporate Hilton offices and managed to speak with an executive assistant to the president of Hilton International who was FANTASTIC. She filed a case against the manager and sent an email from the corporate office or some kind of memo stating that if he did not reverse the charge, there would be dire consequences. Mind you, this is the same manager we’d tried to contact for TWO DAYS. And lo and behold, after we spoke with the wonderful woman at Hilton corporate? The first charge was IMMEDIATELY reversed and in my account. So not only was i defrauded but the management LIED initially about not being able to credit my account immediately. They said it would be 3-5 business days AND THEY NEVER DID REVERSE IT! It ended up CLEARING MY ACCOUNT! The second charge is still pending but a case has been opened via Chase disputing that so I’m praying it doesn’t clear as well.
If not for the kind and helpful people at Hilton Corporate and my bank, the management here or the desk staff would likely still trying to charge my card. This was truly an instance of fraud, plain and simple. I may still have to close my debit card if the charges continue. But I find it interesting that a manager WE couldn’t get ahold of-including staff at Chase-and that could not reverse the charge immediately OR give me a confirmation number for the reversal (he said “we don’t do that”) was able to reverse the charge INSTANTLY when corporate found out and contacted him. Seems like someone realized the jig was up and they couldn’t defraud people this way anymore. If there is anyone else out there that’s had this occur, contact corporate. No one in management here will do anything unless their job is on the line or they’re being threatened with a fine.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC