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Business Profile

Hotels

Hampton Inn - White House

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 type

  • Initial Complaint

    Date:08/19/2022

    Type:Product 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.
    We stayed at this hotel for the baseball state tournament on June 9th, 10th, and 11th. The first two nights of our hotel stay were paid for by team funds raised and one card was charged for all 11 team rooms. We were to be charged for the last night only. Initially we had two charges come out, one for the first two nights and then a separate one for the last night. My husband called and they said the two night charge would be refunded. Well, about a week later both charges were dropped and replaced by one charge for all 3 nights. My husband has called multiple times and talked to people who keep saying they need someone else to be there to take care of it. They say someone will call him back and no one ever does. Therefore, he has called again just to be told the same thing and never get anywhere. This is almost two months out and we have still been incorrectly charged and no one returns a call. The person in charge of the team rooms who paid with their card has also called and left messages and her calls are not returned. We have asked for a number to corporate to talk to someone who can fix this and are told there is no one else. I'm really not sure where to go from here. A call back from someone who is willing and able to help would be a great first step toward getting the refund.

    Business Response

    Date: 09/21/2022

    Business Response /* (1000, 11, 2022/09/12) */
    Contact Name and Title: ****** ***** - GM
    Contact Phone: XXXXXXXXXX
    Contact Email: *************@hilton.com
    I am the new General Manager (as of XXXXXX) at this location and I will look into this issue. I do not show a reservation under the name of ***** ***** (or any name *****) for the dates mentioned in the above complaint. Please have complainant provide a confirmation number or another name the room might be under. I can also look up the guest charges if I am provided the full credit card number and expiration date and the dates that charges were processed on the credit card. I can not provide a positive resolution to a problem if I do not have the correct information to look up the hotel stay. You can have the guest email me at *************@hilton.com for my quickest response.
    XXXXXX - ***

Hampton Inn - White House is NOT a BBB Accredited Business.

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