Review of Hampton Inn & Suites Lansing West 2*

First of all, I never actually stayed here. I made a last minute reservation here over the phone when the hotel I actually stayed at told me they had given away my room. About two minutes later, I called the hotel back, and the night manager answered. I told her what had happened, and she told me that while they had charged my card already and checked me in despite me not being there, if I called back on a weekday, her General Manager would be HAPPY to refund me. The whole conversation lasted less than a minute and she told me it would be no problem and I don't need any paperwork. So Monday morning I called the General Manager to get my refund. I told him the situation, and also told him that despite the night manager quoting me a price, my card was charged for almost double. He said that his night manager doesn't have the authority to say that, and that he would not refund me. I repeatedly asked why I was being punished for following the advice of his employee, someone who he trusts enough to give the title of Night Manager. He became rude, raised his voice, and later hung up on me. I contacted Hilton International's Customer Service department, who assured me that it would be taken care of by the hotel General Manager in three days. Three days passed and the General Manager had not contacted me. I called the hotel to speak with him multiple times, and despite his front desk telling me he was in his office at the time, I was sent to voicemail and my calls were never returned. I contact Customer Service at Hilton again who, after several emails back and forth, promised me it would be refunded. The GM seemed to have a different idea though, and would not again return phone calls or emails. Finally, I'm guessing after push from his bosses, he sent me a passive aggressive email with no subject line that simply said "I have adjusted the charges. " I stay at Hampton Inn's for business and family travel all the time and am overall very pleased with their comfort, amenities and service, but you can rest assured there is no way I will ever step foot in this location again. It is so much more than the poor service, it's the blatant lack of respect the manager had for me and for my time. I am appreciative of Hilton International for taking care of my request and doing the right thing when this General Manager obviously wouldn't.