ComplaintsforThe Palmer House Hilton

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i had my 70th Birthday Dinner on ********* at the Palmer House for 30 guests including myself. When I received the Final Bill, I expected the bill to be approximately $796.80. I disputed the charge for 107 mixed drinks at $16.00 each, totaling $1712.00 plus taxes in the amount of $715.95 totaling $2427.95. I disputed the number of mixed drinks as being absurd. There is no way my guest, when only 3 out of 25 would have had more than a couple of drinks could have drunk ******************* 2 1/2 hours. I offered to pay for 30 mixed drinks at $16.00. That would bring the drink cost to $596.00 plus taxes $244.70 equals $840.70. The final bill was $6212.38 minus $3650.00 (prepaid in installments of $500.00 per month). balance owed $2562.38. I offered to pay $500 per month until 1/1/2025. I submitted my proposal on 9/24/2024. I didn't hear from Palmer House concerning my dispute. I sent a revised estimate of $859.13 on 1/26/2024. Today, 1/27/2024 I saw my checking with small charges of $10, $15, $25 until it was at 0 balance. My Citi Credit Card was charged $80.00 that maxed it out. The Apple Card was charged $1462.37 maxed it out. Not one courtesy call to discuss the dispute. When I called, I was told it is their policy to use all available cards on file until paid in full. I said I would have paid you. Why didn't I get a courtesy call? I didn't authorize any of this. I asked ********* ******, Event Coordinator to only use the Apple Card, now my checking, Citi Card, and Apple Card has a 0 balance. They didn't want to discuss my dispute or the arrangements for payment that I proposed. They want it all now. I am a senior citizen with one income from Social Security. I want to pay them, and I intend to do so.

  

  Business response

  10/16/2024

  ********* (our Event Manager) has been working with Mr. ********* since March on his birthday party and had a successful event. After the event ********* sent over to Mr. ********* his final bill as he had a bar on consumption and knew his bill would increase. Mr. ********* did dispute the consumption totals, all totals were verified via consumption sheets and ********* spoke to ********* the bartender for that evening who stated the group did drink that much and requested many drinks to be doubles.
  
  ********* explained to Mr. ********* via the phone that all charges were correct and that unfortunately we would not be able to extend a payment plan as full payment was required as outlined in his contract.********* did tell Mr. ********* that all 3 credit cards he provided would be charged to get payment for the event. Currently Mr. ********* still owes the hotel $710.00 from the event.
  
  We have copies of the contract, emails, banquet event orders, banquet check,and consumption totals. Please let us know if any of these are needed.

  Customer response

  10/17/2024

   
  Complaint: 22349622
  
  I am rejecting this response because: After speaking with my family who vehemently deny consuming $1,700.00 of liquor in 2 1/2 hours. That much liquor could fil up a bar. This was a sit-down diner of ******************************************* an event party. There was no dancing or any activity that my guest could have consumed that much liquor is such small amount of time. We spent taking pictures, eating and talking. I had 3 guest that did have more than one drink but not $1700.00 worth. The rest of my guest such as myself don't drink liquor because they were as old or older than I. l have included the estimated bill dated 9/1/2024. I also included the final bill with $1700.00 in one drink that cost $16.00 each at 107 drinks. That did not happen. I paid $300 for an open bar and i don't believe I exceeded that amount. I estimate my debt to be $18.43. Because the Palmer House raided my bank checking account and 2 credit cards to the max without one curtesy phone call or response to my dispute, or my authorization. I can't trust their outrageous inflation of $1700.00 consumed in liquor.
  
  Sincerely,
  
  **** E ********* **

  

  Business response

  11/04/2024

  Good evening - We respectfully disagree with his statement as an average of 4 drinks per person in a 2.5 hour event is quite common. 

  Nonetheless, we will accept his charge backs with his credit card as a gesture of goodwill. The total of the charge backs are $1622.37. This doesn't include $700 the guest still owes the hotel that will be removing as well.

  Please let me know if any additional information is needed.

  ***** ********

  Hotel Manager

   

   

  Customer response

  11/05/2024

   
  Complaint: 22349622
  
  I am rejecting this response because: Not all of my guests drank alcoholic beverages. I prepaid $300.00 for an open bar in my contract. I don't believe my guest exceeded that amount. I know that they didn't drink $1,700.00 in alcoholic beverages. You can stock an entire bar for that amount. This was not a party, t was, a sit-down dinner. not a wedding reception with 100 people that may consumed that amount of liquor. My guest did not. I want reasonable settlement to close this discrepancy. If Palmer House refuse to settle. I was advised by the State General Attorney to address this in small claims court. I will never pay the amount they claim I owe. The is price gouging. I stand on the fact that I don't believe their acers ion of the event.
  
  Sincerely,
  
  **** E ********* **

  

  Business response

  11/06/2024

  Good afternoon, I am not sure I understand the rejection response. That is a copy and paste from the original complaint from the consumer.

  The hotel already stated in the previous response, we will accept the charge backs the consumer initiated with his credit card company and credit back $1622.37 as a gesture of good will.

  We also confirmed we are not billing the consumer for the $700 still outstanding in his account; this is above and beyond his disputes and there are no other outstanding transactions.

  There seems to be a lot of confusion on the consumer's part.

  Please let us know if we are missing any items on this complaint.

  ***** ********
  Hotel Manager

  Customer response

  11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** E ********* **

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the worst experience I've ever had in a hotel. First, in the late night, none of my hotel room keys works. When I went out, I bring my room key card and my phone has digital key, but none of them works. when I went to the front desk to exchange my keys, I have to wait in an endless line together with customers who check in. I waited there ***** to get the chance to talk to the staff. There is only one staff who is taking customers. There are many other customers also standing there because their room keys didn't work and they don't want to wait in the line together with check-in customers -- it is the hotel's responsibility to make the key work, why should we wait in the line for 30min in late night (10:30pm) to get our key replaced? The staff is so rude to me. When I finally got the chance to talk to the staff and tell him my key problem, the staff, an Asian/Hispanic Man with long black hair, just don't respond me or sneer me!!! A staff sneer at the customer because the room key card doesn't work?? I told him that none of my keys work, he just said "***, they couldn't work" and rolled his eyes and no response anymore. When he was done with replacing the key, he literally throw the keys and my ID onto me! no respect, super rude. I got charged for the items I never had!! When I checked in, they told me that I have food and beverage credits for the hotel. They did not tell me that the credits are for which level or which restaurant, they said the credits are for the hotel! Since they didn't give me the free water (you need to ask for it specially, they don't give water to you when checkin!), so I just take the water in the minibar. However, when I received my checkout receipt, I was charged for a beer, which I never had. They didn't correct them before I told them. The price they charge for the items are much more expensive than the price they listed online -- for example, they said the cashew is ********************************************* 15 USD!

  

  Business response

  06/25/2024

  In response to ************* concerns, we have taken immediate action to address the inconvenience caused during her stay.

   

  A compensation of $537.69 has been offered to ********* to acknowledge the inconvenience she experienced.

   

  We have informed ********* that this refund should reflect in her account within 5 to 7 business days.

  We remain committed to ensuring the satisfaction of all our guests and apologize for any inconvenience ********* may have experienced. 

  Please do not hesitate to contact us if you require any further information or clarification.    

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 27, 2022. around 6:59pm I was eating at the ******** bar located in the Palmer House Hilton *******. I am seeking a refund of my entire bill and an apology from the waiter. My bill was $79. I ordered a Lockwood burger well done. I received a burger that was pinkish inside when I cut the burger.. (I never complain to the waiter or business about dis satisfaction with food) But since this burger cost $20 I reluctantly mentioned it to the waiter. He told me this is how they make their well done burger and if they cooked it any more it would be burnt. My husband and daughter had the same burger the day before at this same restaurant. Their well done burger was not pinkish. Reluctantly I said okay if thats how you cook well done. When the waiter left my table I asked my daughter did her well done burger look like this her answer was no it was well done. I spoke a second time to the waiter only to express when a customer is not happy that should be enough, he immediately cut me offer and said he would get the manger. I said I dont want or need a manger.(my point was for him not to treat any other person or black person like this which *** *** have been his motivation. Per pandemic three years consecutively a few days after Christmas my family enjoy a staycation at The Palmer House Hilton *******. I have enjoyed my time in the past and currently until this isolated incident by this waiter. I still would recommend this hotel . We usually enjoy our stay at the Palmer House Hilton *******. I want my full bill payment refunded and apology. Because the waiter changed my enjoyment of my entire meal and my next day. I still left a ten dollar tip which was smaller then my usual 20%Because I feel like other workers might share in the tip.The section he worked that night was the seat right in front of the main Christmas tree. Four high chair seats and table in front of main tree on the aisle. Wrote message on receipt left ten dollar tip

  

  Business response

  01/23/2023

  Good evening ******,

   

  Im emailing to let you know that we got in touch with ********************** with regard to her complaint and its been addressed and solved.

   

  Please, feel free to reach out with any questions you may have.

   

   

  Appreciate you,

   

  ***

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  GOOD MORNING,       I was contacted by a concerned representative for The Palmer House Hilton ******* Hotel .  He  expressed how wrong the waiter handled the food situation .  I received reimbursement for my burger with an invitation to revisit the restaurant.  I was satisfied with .  the resolution.   I would recommend The Palmer House Hotel as ,an all around good place to stay.    i am not sure if the waiter was directly informed of his

  
  
  ******************************************

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