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Business Profile

Hotels

Home2 Suites by Hilton Weatherford

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:07/17/2024

    Type:Service or Repair 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 traveled to Weatherford on Friday, July **************** the Home2 Suites with my wife for two nights. We travel with a group of other couples to golf tournaments throughout the summer. We completed our stay and did our normal walkthrough before we left to ensure the room was clean. A day after our visit I was charged an additional two hundred cleaning fee. I called the facility and was told a manager would call me and provide me with photos of makeup on towels. The manager has not called or responded in any way. No proof of any damage or accounting of fees have been provided. The fraudulent charging of arbitrary fees with no proof of damage has led me to seek some accountability of a business that you represent.

    Business Response

    Date: 07/24/2024

    On 7/14/2024 upon check out,it was discovered that the linens and towels in room 305 were significantly damaged by dark brown stains. The extend of the damage was such that laundering it was not feasible, and they had to be discarded. The Items affected included:Bed sheets, Pillowcases, towels, washcloths and hand towels. Once the damages where assessed a $200.00 cleaning fee was applied to the guest's folio prior to his card being charged, and an updated folio with the applied cleaning fee was sent to the guests preferred email address. On 7/15/24, I received a call from ****************** upset that we charged a cleaning fee. I explained the condition on the linens and was told he would "dispute it with his bank." 
    Attached are photos of the linens from the guest room, as well as a final copy of the guest's folio after check out. The folio attached from the guest is an open balance folio sent at the end of night, and not a final completed receipt. 

Home2 Suites by Hilton Weatherford is NOT a BBB Accredited Business.

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