Hilton Charlotte University Place Reviews (%countItem)
Hilton Charlotte University Place Rating
Address: 8629 J M Keynes Dr, Charlotte, North Carolina, United States, 28262-8425
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On 2/26/20 I wrote Hilton: " On 2/22/20 the hotel was disabled; there was no electricity. The elevators didn't work. We could not go to our respective rooms until around 10:30 pm, after attending a funeral. After being forced to stay away for 10 hours we were able to return to the hotel that was cold because the heat had been off and it takes time. We did not rest well in the cold and had to catch transportation the morning of 2/23/20. This was extremely stressful for us seniors 70+ years old. It was unreal.
Your facility was unable to accommodate its'customers so you have to refund them."
On 2/28/20 Kimberly M wrote "We value you as a guest and in an effort to make it right we will adjust one night's room and tax. Please allow 48-72 hours to see the credit back to your credit card."
On 3/4/20 I wrote "This was the 3rd business day and no credit has been put on any account."
Product_Or_Service: Hotel
Account_Number:
Billing Adjustment Apply the credit that was promised six days ago.
As stated to claimant, full refund in the amount of $114.10 has been credited to the credit card on record as of 3/2/2020. As in most credits to a credit card, it does in fact take a few business days to reflect based on the individual credit card company. We confirm that the credit has been issued and will credit the account accordingly but may take a few more days. The time frame it takes to appear is out of our company's control but it has been issued as promised. We sincerely apologize for the isolated incident outlined as it was not in our control and we did everything possible to assist our guests accordingly.
Please recall Complaint. Credit has been discovered on accounts. So very sorry:
I reached out regarding getting sick in room 721 last thursday and friday
December 11-13
I reached out regarding getting sick in room 721 last thursday and friday
December 11-13
There is mold on the ceiling - I have pictures
There is so much dirt and dust in ac unit it was falling off the wall
I got so sick I was unable to attend my day 2 of Zodiac training
The trip cost me over $1000
Then was offered $60 in points
Something needs to be done
I would like to be compensated or credited for my 2 nights at this hotel
The director of Operations spoke with the guest regarding the issues he had at this property. We have compensated the guest for the full amount and have resolved the issue with the guest.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks
We were married at the Hilton University on May 27th and the hotel served the wrong dinner and has yet to make good on their promise make us whole.
We were married at the Hilton University May 27, 2017 and dealing with this location has been a nightmare ever since. From the outside I thought it was a beautiful, well organized place to be married until right before the wedding when the wedding coordinator, Katelyn, we'd worked with left without notice. I only found out she was away on vacation because I attempted to email her 2days before my wedding and a response came back that she was out of the office and wouldn't return until AFTER my wedding. I only mention this to show the lack of communication that I believe started this whole mess. Everything was fine until the guest were served the wrong dish... a mushroom chicken! Food and Beverage management wasn't there at the time of the reception, only the bar manager, Bob, who said 'we can't make 85 more plates so I'll comp the champagne toast and you can call in Tuesday and Rosemary will take care of it for you' Tuesday comes and I speak with Rosemary, who I assume is Katelyns Manager and Vincent, Rosemary's manager and after a little back and forth all they are willing to offer us for this HUGE mix up is and additional $500.00 toward the guest dishes which amounted to over 3k! We asked to comp half of the guest meals but Vincent and Rosemary said the GM Mr. Schaum was only willing to comp $850 for their mistake. $850 and a weekend stay. I was given the GMs information and Vincent says the credit will be there mid to end of next week. Of course it wasn't. I email them that following week and Rosemary sends me confirmation that it had finally been processed and to allow 48hrs.. 48hours later they issue a credit for $500 instead of the $850. I once again email Rosemary about this mistake. 2weeks later and still no certificate for the weekend stay. My husband has made multiple attempts to reach out to Mr. Schaum and he doesn't even have the decency to return our phone calls. I've emailed the corporate office and they apologize and advised that they would have management contact us within 48hours & of course they haven't. At this point I am very frustrated and upset, even shocked at how we and this situation has been handled. The Hilton Ruined my wedding day and is unwilling to hold themselves accountable or issue a proper refund. The fact that the GM only saw fit to reimburse us partially on the 77 plates that they made incorrectly and especially the fact that he didn't feel the need to reach out to us after multiple attempts at reaching him is unprofessional. The bottom line is that we paid for a service that was not properly delivered, we were promised to be compensated for this mistake and have been ignored by the GM repeatedly now that we are asking for a REAL resolution. This is stealing in my opinion. I would like to speak with someone other than the manager at this location for a REAL resolution. It is clear that no one there has concern for us as customers and they don't make good on their promises. This is clearly not as serious of a matter to them as it is to us. They have truly been a nightmare to deal with.
77 Plated Dinners @ $42.00 which was $3,234
This Bride worked with her primary hotel wedding specialist throughout her entire planning process.
ITEM 1. Guest states: "From the outside I thought it was a beautiful, well organized place to be married until right before the wedding when the wedding coordinator, Katelyn, we'd worked with left without notice. I only found out she was away on vacation because I attempted to email her 2days before my wedding and a response came back that she was out of the office and wouldn't return until AFTER my wedding."
HOTEL RESPONSE: The hotel has two wedding specialists. The Bride was informed by her primary wedding specialist on May 6th, (21 days before the wedding) in person, that she would be on vacation. The primary wedding specialist on May 6th, introduced the Bride to the other wedding specialist who would be present on the day of the wedding. On that day, the Bride was also introduced to the Maitre D` who would be, and was, present throughout the entire event.
ITEM 2. GUEST STATES: "Everything was fine until the guest were served the wrong dish... a mushroom chicken!"
HOTEL RESPONSE: The bride was sent via email on May 17th, the banquet event orders and banquet checks for the Brides review and approve. The Bride responded via email on the 17th with a question regarding final balance due. The wedding specialists detailed the final charges in a second email. Bride's response was "Got it" "A few things wrong on the banquet event order..the guest tables at the reception should be all black linens, the floor length linens and the overlay. Also under the dock set up, the high cocktail table linen should be white. The only ivory liens would be the gift table/cake table and dj table in the reception." The hotel accommodated all requested set up changes and the email chain concludes.
No food changes were noted by the Bride in her email. The food served at the event matched the documents and no complaints were received by any guests at the reception. In fact, compliments were made to the Banquet Captains.
ITEM 3. GUEST STATES: "bar manager, Bob, who said "we can't make 85 more plates so Ill comp the champagne toast and you can call in Tuesday and Rosemary will take care of you."
HOTEL REPONSE: The Bride hired her own DJ. We had no business interaction with the DJ. During the reception, the Bride's DJ announce the champagne toast earlier than agreed upon time which was listed on the Banquet Event Order. Despite no fault of the hotel, we provided the toast complimentary for her DJ's error. The adjustment to the guest bill was $359.64.
ITEM 3. Guest states: "Tuesday comes and I speak with Rosemary, who I assume is Katelyns Manager and Vincent, Rosemary's manager and after a little back and forth all they are willing to offer us for this HUGE mix up is and additional $500 toward the guest dishes which amounted to over 3k!
HOTEL RESPONSE: Based on the Banquet Event Order reviewed by the Bride on 17 May, and the event check signed on the day of the wedding, we served the correct Chicken. In good faith that there may have been a miscommunication, the hotel applied a $500 discount.
The hotel in total has adjusted $859.64 off of the Bride's account. The Bride spoke with Vincent *** Director of Sales, via phone on Friday, June 2nd. She was informed by Vincent of the adjustments and was additionally offered a 1 night gift certificate valued at $200. The Bride responded with: "Yes this will work for me."
The hotel considered the matter closed on June 2nd after the phone call.
This matter has NOT been settled and these people are CLEARLY liars and crooks!While it is true that I spoke with Vincent and Rosemary on June 2nd Vincent advised that the ONLY thing HE was able to offer was the total of 859 that was mentioned, and a certificate for a WEEKEND Stay which we HAVE YET to receive. AND he gave the GMs Mr. Schaum name and contact info when I expressed further concern with the resolution. My husband made several attempts to contact the GM Mr. Schaum and there was no attempt to return our call.
May 6, 2017 my husband and our parents met with the coordinator Katelyn for the food tasting, which is when we decided on the chicken with spinach... I don't recall us ever discussing it by name or as anything other then the chicken with spinach, this is why when they sent the confirm of the banquet order I assumed 'Marsala' was in fact the chicken with spinach. Katelyn knows this and the mistake was clearly made by her. I'm not sure if she got the proper names mixed up or what, but even when she and I went over the final plans for the wedding the Saturday before chicken with the spinach was confirmed yet again.. So when she goes out of town with no heads up or introduction to a replacement I'm just thrown with someone completely random.
The Champagne toast was comped because the bar manager was the only manager there and saw how upset I was about the food mix up. In a effort to calm me and save the night he said it was all he could do since the Food and Beverage manager wasn't there and wouldn't return until that Tuesday. There was NO issue with the champagne or the timing of the toast. That is the first I've heard about there being any problems with it! if anything the toast was LATE because it was served after dinner was served. Im not sure why they mentioned this. Maybe as a deflection.
That's neither here nor there these people are truly unbelievable. There is no way we would want to do business with them and I'll be sure to spread the word through my company. I'm not sure if this is discrimination or just utter disrespect but I am baffled by how they have handled this situation. I have very close friends who are GMs and Vice Presidents of local companies here in Charlotte and I know for a fact that this is NOT how they do business. With their GMs actions or lack there of its no wonder why they operate the way they do. This HAS NOT been settled. If need be I will seek legal counsel. I have the same records and emails as they've mentioned and also recordings from one of the meetings Katelyn and I had where we discussed the specifics for the weeding including the chicken with spinach.