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Business Profile

Hotels

Hampton Inn and Suites by Hilton Keene

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:08/22/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My son played in a baseball tournament in NH so we booked a room for the last night incase he made it to the finals. If he did make it, the first game would be at 8am, I would need to be there for 7am and I live two hours away. My son's team did not make it so I cancelled the hotel the day before (within the policy/rules of the hotel). I called and spoke to someone at the hotel to help me cancel because I could not figure it out online easily. The woman said I was all set and cancelled my room for August 13th to the 14th. Two days later I noticed I was charged for the room. I called and talked to a girl whose name was either Catherine or Katie. She said she had the same name as the manager but was not the manager. She said the person did not complete the cancellation but she sees I am a 'no show' and believed that I cancelled based on the information I gave her. She said she cancelled provided me a refund but that they were having some difficulty with their computer so to double check later. I looked again days later and the fee was still on my credit card with no refund. I talked to someone again and she looked for the manager who was busy and said she would talk to the manager. She took my name and number and said one of them would get back to me. No one did. I called another time and was transferred to the manager's voicemail but before doing so she said she would make sure either she or the manager would call me back that day. I still have not heard from anyone. I was charged $277.99 on August 14th on my credit card and it has not been resolved and no one will get back to me.

Hampton Inn and Suites by Hilton Keene is NOT a BBB Accredited Business.

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