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Business Profile

Hotels

Hilton Kansas City Country Club Plaza

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stayed at the Hilton hotel from May 2nd to May 4th. My vehicle was vandalized in their parking garage that had cameras and you also had to have a key card to enter and exit. I was told the day of check out that they had insurance for these types of things and I have yet to get a callback from multiple voicemails I have left. The time frame my vehicle was vandalized in their parking garage was from May 3rd 6:30pm to May 4th 10am. I was also charged for two rooms for my stay when I told them I only needed one the front desk explained that it would be reimbursed to me.

    Business Response

    Date: 06/12/2025

    Thank you for taking the time to share your concerns. We are genuinely sorry to hear about the damage to your vehicle during your stay. Please know that guest safety and satisfaction are very important to us.
    While our parking garage is gated and equipped with surveillance cameras, it is a self-park facility accessible to all registered guests. As such, and in line with industry standards, the hotel cannot accept responsibility for any theft or damage to vehicles or belongings left inside. We understand how upsetting this situation must have been, and we regret any confusion regarding available insurance coverage. We are reviewing this internally to ensure better communication going forward.
    Regarding your billing concern, we’ve reviewed your reservation and confirmed that it was made through a third-party travel site. In these cases, any billing adjustments or disputes—such as room charges or refunds—must be handled directly through the third-party provider, as the hotel does not have access to modify or refund reservations made outside our system. We recommend reaching out to the company you booked through for further assistance with this matter.
    We truly appreciate your feedback and the opportunity to respond. If there's anything else we can do to support you, please don’t hesitate to contact us directly.

Hilton Kansas City Country Club Plaza is NOT a BBB Accredited Business.

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