Review of Hilton Garden Inn Portland Airport 3*

This is a franchise and corporate Hilton does not have much authority. That is probably the reason for the lackadaisical response from the hotel's customer service people and management. There were two charges to my card, one charge was for the price of the room with a security deposit. The second charge was for the price of the room. They were made on different days. I have a screenshot of this. They were supposed to cancel one charge out and keep the actual charge. They chose to wait for the bank to cancel. That meant 1) my money was being held captive and 2) the hotel wasn't pro-active in canceling a charge, they just let the charge fall off. What was really frustrating is how the management repeatedly commented on not understanding how it worked. I understand completely how it works. They were lazy or they were trying to hold onto my money for a little longer. How they could have avoided this in depth review would have been to not treat me like I didn't understand and take responsibility. They talked in a nice voice, but their words were condescending. I am going to contact agencies, like Oregon Tourism, and write reviews. They have responded to another review on TripAdvisor about my "not understanding" how charging works. I do understand. They charged me twice, once for the full price of the room, and then the full price of the room with security deposit. They didn't cancel the one charge, instead, allowing my bank to let it fall off. Where they could have just cancelled the charge. They continue to respond to me in a condescending manner. Because of that, I am going to continue to find places where I can leave this review. This hotel has many positive attributes, but not handling a guest's money cancels out all of those attributes.