On Friday night, Doug and I stopped at a Hilton Garden Inn in Tennessee a little bit before midnight central time. I had researched the hotels in the area and although the one we picked was under construction, it still had very good reviews. We were both exhausted when we checked in and went straight to our room. When I opened the door, I noticed the room smelled very musty. I wasn't completely surprised as we had had moisture and humidity problems every time we stayed somewhere in Tennessee. I found the thermostat and saw that the batteries were dead. Thinking that I could still get the air conditioner to turn on manually, I walked toward the unit. Running out from under the bed was the largest cockroach that I had ever seen. I instantly grabbed my luggage and headed toward the door apologizing to Doug for leaving, but there was no way I was going to stay in a musty, smelly room with cockroaches. He agreed immediately. The front desk clerk was shocked to hear about the roach and apologized profusely while she found us a new room on a different floor. The second room definitely needed some upgrading, but it didn't smell and was free of cock roaches.
After Doug and I left Saturday morning, I decided to contact Hilton to let them know about the cockroaches and to also tell them that I would have expected more than just a room change. If it had been earlier in the night, we actually would have cancelled our reservation and switched hotels. I explained all of this to the customer service representative, and they promised me that we would hear from the hotel within three days.
Since today was the third day and I had heard nothing, I contacted Hilton again. The representative said that I should have received an email, but since I hadn't, they read it to me. The hotel replied that they had switched us rooms, had an exterminator come out within two days and would do better in the future. The email actually made me more frustrated than I had been when I saw the roach. I wasn't looking for much, but a free breakfast or a 10% discount would have been nice. Customer service gave me a corporate phone number to call and thankfully the woman who answered took my concern seriously, instantly apologized and offered us 20,000 points which would go a long way toward another room. I couldn't believe it. I hadn't been pushing for compensation and really just wanted someone to listen to me. I ended the phone call knowing that I had not only been heard but appreciated as well.
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