Complaint Review: Hilton Doubletree Hotel Galveston TX

I booked and pre-paid this hotel in Galveston and also a hotel in San Antonio back in February.  At the beginning of March, I canceled because of Covid-19. I briefly glanced at my credit card statement and saw 2 credits. I didn't give it much thought, thinking one was for each of the hotels.

Then, out of the blue, I received an email from Teresa Esparza in May (2 months later) saying that they had refunded me twice and charged my credit card. There was no confirmation number, receipt, reservation dates, or any credit card information. Only that they ALREADY charged my card. I believe a phone call or email prior to charging me would have been the professional thing to do.

I replied to an email asking for documentation and why it took 2 months to notify me. She gave me a very lame excuse and once again did not supply any documentation.

So, once again, I replied to her and asked for her manager's contact information. She never replied so I called her a week later and she said her manager was a person called Spencer and that he would be giving me a call. It's been another week now and Spencer has never called or replied to my email.

When I heard the name Hilton in the past, I thought of a professional organization that put their guests first. No more.

Guests - please be cautious when booking this hotel or dealing with their manager TERESA ESPARZA or GM CHANEL SPENCER!!!