Horrible communication by the front desk staff. Booking.com showed this site had trailer parking. When we checked in, we were told to park our pickup and small trailer at another hotel that was not part of the Hilton family. It felt wrong to park at another hotel with notifying them. We notified the front desk staff we had a small dog with us when we checked in. We paid for our room and left a card on file for incidentals. We were charged the correct price for the room. We received a call in the morning asking us to come to the front desk asap. We were told they did not have our card on file for incidentals. We give them our card. They immediately charged us $137. When we inquired about the charge the said it was $75 for the pet and $50 for other incidentals that they did not know about yet. We should have been told what the pet fee was when we checked in and we also feel that $75 pet fee is excessive. That is more that 50% of what the whole room cost.
A manager or assistant manager came out when we were at the front desk. She did not introduce herself or do anything to resolve the issue.
This could have been a positive experience if not for the front desk staff. We were planning on staying at the site on our way back, but now we are not. We may not stay at anymore Hilton sites if this is the way the front desk staff communicates.
(Read More)
See all hotels in Waco
