"We arrived at the hotel and checked in at the front desk after the designated check-in time. At that point, we were informed that our room would be ready in approximately 30 minutes. Unfortunately, it ended up taking over two and a half hours before our room was available.
During this time, the manager acknowledged the inconvenience and stated that compensation would be provided in the form of Hilton Honors points. We were told this could not be processed that day due to how busy the staff was, but that a note would be added to our account and we would be contacted regarding the compensation.
After a week passed without any follow-up, we reached out ourselves, only to be told there was no recollection or record of the incident. This has been very disappointing, especially given the inconvenience we experienced and the assurances we were originally given."
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