I am a Hilton Diamond Member and I have booked this hotel on previous stays with no issues.
The incident happened last September while we (my family) were staying over the weekend in Saint George. I exited the stairwell exit to the rear of the building at around ten o'clock at night. I was still in the shadows so the night maintenance man did not see me as he approached my pickup truck, which was parked directly across from the rear of the building. Curious to what he was doing, I stood still in the shadows and watched as he looked into the windows and checked the door handles. He then looked over his shoulder and then shook the hard plastic cargo bin in the rear bed of the truck, before prying up the corner with his hand and sticking his arm in to his elbow.
I called out to him and he immediately removed his arm and walked away from the truck as if he was just passing by, except he was walking away into an empty lot. He then turned around and I told him to approach. After a fruitless discussion where I learned only his name, confirmed by his name tag, and that he denied having his hands on my property, he darted past me into the employee entrance of the hotel.
I followed him and approached the night auditor at the front desk. Apparently the employee told on himself and fabricated a story ( one of 3 different ones I am later told of). The night auditor gave me an apology and stated that they took burglary very seriously and I would be contacted by management in the morning. Perplexed, I asked if they were going to have the police involved or if the employee in question would be terminated. He said they would handle it appropriately and that the manager would be calling me in the morning.
The manager never did call me in the morning and only the kitchen manager was on duty the next day. I approached him and inquired on what happened. He stated there was a small note left by the night auditor, and he apologized again that it was not handled like I was told. He said to email him a written statement (which I had already prepared) and they would bring in the employee for questioning. I would receive a call by the afternoon.
I never did receive the call, and speaking with the manager in the afternoon he stated that he looked over the videos but none of the cameras faced the parking lot. Furthermore he said that the General Manager over the hotel was on vacation and would not be back fro 3 weeks (Which made me wonder what kind of vacation, or maybe he was on tour with a band). But he did speak with the General Manager and was told that since there was no 'Evidence' of a break in that they would not do anything. It was my word against his. This is also when I was told that the employee in question's story was that he never had his hands anywhere near my truck and that he was just looking at it. It was the angle I was at that made it appear he was tampering with my vehicle.
I was livid, and as this rolled into the afternoon the afternoon desk manager took over. My wife asked for more pool towels and the front desk manager said that the employee in question would bring them out to her. Given the circumstances, I approached the front desk manager and asked that I be given the towels instead since I did not feel comfortable having this man around my family. He replied that he couldn't do that. So I told him then to find someone else who could. He said he didn't have anyone, so then I told him that he bring them out. The manager rolled his eyes and said he'd get to it. He did bring out the towels about 30 minutes later after I watched him and the employee in question have a chat at the front desk and both chuckle while staring at my family in the pool area.
The next morning I inquired once more if anything was going to be done. Again, I was being placated and was told with apologies that it was my word against his. A asked what his word was and was told that "He had asked me permission to look at my truck and I granted permission." I then inexplicably flipped out when he began checking the door handles to look inside. I asked if they actually believed this story and they refused to answer. I told him I was going to do what I should have done in the first place and call the police. I was told "You're more than welcome to do that."
We checked out of the hotel and I did call the police on the way home to Salt Lake City. Surprisingly they actually dispatched an officer who drove over to this property and began to ask questions and demand answers. He actually spoke to the employee in question and according the officer, he stated that the employee started into his third story where it was another misunderstanding and he was just looking at my trucks toolbox. After setting the tone, the officer told him we all knew what really happened and the employee fessed up and stated yes, he did clear the cargo netting out of the way and began to explore the box with his hands.
I was thinking this would be the nail in his coffin, but since a couple of days had lapsed the officer really couldn't do anything about it either. Surely though management would take the word of the officer seriously right?
The officer told me that the general manager would be back from vacation the next day (Not 3 weeks) and would be taking care of it. I was thinking we were now headed in the right direction.
Wrong, I contacted corporate that same day and gave them the police report number. They said they would look into it and contact me immediately. I received an email from the assistant general manager the next morning of this hotel stating "Thank you for the report... We will be conducting our own investigation..."
I did not hear back from corporate so four months later I emailed them again.
The response was the case file was closed and they had spoke with the general manager who said he had contacted me via email and called my home on numerous occasions to apologize and I never returned his emails or phone calls. This is a flat out lie, since they have all my numbers on file and my email address as well. I never got one email from anybody at that hotel after the initial email thanking me for my report. They also stated that they were told the police did show up but did nothing and came to the opinion that nothing happened because there was no evidence and then left. Corporate stated in so many words that there was nothing they could do and that my complaint was once again being forwarded to the General Manager.
It is now April, and I have still not heard anything from the General Manager. So my conclusion is this, they will go to any lengths to protect their own including lying to corporate about how they handled this. Furthermore I feel like I was being placated and hopefully get frustrated and leave. I was never offered any explanation why corporate didn't look into it further and basically feel as though I'm being called a liar.
So for anyone else who might be thinking of staying here, beware. I would like to reiterate once more I have stayed here on two previous occasions prior to the night in question and have not once complained or had anything to complain about. But that all changed last September.
- Official Description (provided by the hotel):
- Red sandstone bluffs and black lava rock ridges surround the Hilton Garden Inn St. George. The hotel is minutes from historic downtown St. George and convenient for day trips to Snow Canyon State Park and the Virgin River Trail System. Guest rooms offer complimentary high-speed Internet Access, a mini-refrigerator, and a microwave. The property also features an indoor pool, whirlpool, fitness room, on-site dining at the Great American Grill, and complimentary airport shuttle service. ... more less
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- Also Known As:
- Hilton Garden Inn St. George Hotel St. George
- Hilton St. George
- St. George Hilton
- Hilton Garden Inn St. George Utah