"Here’s a polished version under 1500 words (and still strong, clear, and professional):
⸻
Our first experience at this hotel was extremely disappointing. The front desk employee, Nathan, was rude, dismissive, and behaved in a way that felt discriminatory.
We arrived after 2:00 AM and waited patiently while he spoke with another guest for over 15 minutes. When it was finally our turn, our card kept getting declined for the deposit. We later learned this was due to the system being in audit mode, but he never explained that. Instead, he told us to “bring a working card or leave the property.” When we calmly expressed that he was being rude and that we were a respectful family, he responded with, “Oh yeah? Try me,” and then laughed about the situation with another guest in front of us.
After contacting our credit card company, we were told there were no transaction attempts showing. When we asked to try again, he suddenly changed his tone and proceeded with check-in — something he could have handled properly from the beginning without disrespect.
The next morning, the GM apologized and promised to make it right, but no meaningful follow-up or proper resolution was provided beyond a few Hilton points, despite being told we would receive a callback and reimbursement of some sort but nothing was done about it.
Overall, this experience was unprofessional, disrespectful, and unacceptable."
Change your mindBook hotels with free cancellation
Be pickySearch almost a million properties worldwide
