Valet Service Crashed Car... Hotel Denied Responsibility (read on please!!) A review of Hilton Garden Inn Portland Downtown Waterfront

This hotel ruined my girlfriend's and my vacation and has caused weeks of havoc and stress. The valet parking service blatantly crashed our car. The entire staff refused to accept responsibility, saying we had no proof. It is amazing how the entire staff, from the valet drivers, to the night manager, to the hotel's GM are all really terrible people who would rather lie than take responsibility and help us. At one point in our discussions, the GM (Norm Roca) yelled "You will get no more information from me!" and hung up the phone on me. There was a girl who got out of our damaged car when it was brought to us, and the manager on duty said it couldn't have been her driving because "she doesn't know how to drive a 5-speed yet." (Yet?! Is she learning to drive on the cars we entrust with the valet service). Everyone on the staff had a different story as to who was driving and where, and no one would take responsibility. After long discussions, we were told we wouldn't be charged for the room until the situation was resolved. Then a charge showed up, and no one from the hotel had ever contacted us. After getting the Hilton Corporate Office, the Better Business Bureau, the Maine Innkeepers' Assocation, the Portland Police, the Maine Attorney General of Consumer Protection, and the Town of Portland involved, the hotel finally submitted the claim to their insurance. The hotel will still not reimburse us for the room.

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Hilton Garden Inn Portland Downtown Waterfront
629 reviews