The Consumer Complaints Blog

An update to this complaint was sent to us by the writer:

There’s a happy ending to my story! I followed up on the customer service email address you gave me. They quickly sent me a message confirming that the Ottawa hotel management would be in touch. Franco the General Manager of the Ottawa Hilton Garden Inn called me to apologize–he was very kind. He also said that the hotel would be purchasing robes and travel kits, and would have combs available for purchase. He also arranged for a refund on my travel and offered me another night at his hotel to stay as he guest. I was so delighted! All’s well that ends well. And that conversation was true to my expectations of the Hilton brand.

Thanks for your help Nick!

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And for the original complaint:

Thanks for your website, which I read about in the Globe and Mail today. I thought I would share my experience of last week.

I had a day of meetings in Ottawa and, as I usually do, I arrange to fly in from Toronto early in the morning and fly out in the early evening. I arrived to the airport for my return flight to Toronto only to be told that no planes were flying out due to fog. My flight was re-scheduled for the next morning. The airline staff told me that there are no hotels connected to the Ottawa airport, but there is a free shuttle to the Hilton Garden Inn.

I arrived there with no luggage but assumed that they would be able to take care of me by
providing me with some necessities–things that I’ve been able to get at other hotels when I’ve forgotten an item.

The Hilton Garden Inn had a very limp toothbrush and toothpaste for me. They had no combs
so I decided I would shower and not wash my hair, but there was no shower cap. I didn’t have any clothes except the suit I was wearing, so I requested a bathrobe. They don’t have bathrobes at the Hilton Garden Inn. I was hoping to replace my pantyhose, which had a run,
but there was no tuck shop on site and the only store nearby, I was told, was a five minute drive away–I didn’t have a car and it was nasty weather. The movie channel in my room didn’t work, and the next morning, everyone seemed to get a newspaper outside their door but me. When I checked out and mentioned the details of my unpleasant stay, I was told that this class of Hilton did not provide these items. So much for the poor traveller who ends up combing her hair with a toothbrush, and wrapping a blanket around herself in her cold room
while watching tv.

It was a dispiriting time to begin with, not being home with my family as planned, and the hotel made it worse. It would have taken so little to make time easier. In fact, it was a missed opportunity to make me a fan of the Hilton. I won’t be returning, even with my
luggage.

Thanks for letting me vent.

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.