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I am writing to formally express my deep concern and disappointment regarding a recent stay at your Fredericksburg, Virginia location. My family and I are frequent travelers who have often chosen Hilton properties, including this very hotel just two months prior, where we had a positive experience. Unfortunately, this most recent stay was profoundly upsetting and fell far below the standard we have come to expect.
After a long 12-hour drive as part of a 24-hour journey home, I arrived at the hotel after 8:00 PM with my elderly mother and young child. Upon arrival, we were greeted by an employee named Dip, who was leaning on the front desk engaged with his phone and appeared immediately irritated when he had to stop to assist us.
When asked about my party size, I responded appropriately, only to be told dismissively that I had booked a king room and that there would be “no room” for us. I calmly explained that my reservation through Expedia was for a double room with two beds. At that point, Dip accused me of being rude—despite my maintaining a calm and respectful tone—and stated he would refuse to check me in. He then reversed course and said he could provide a double room for an additional $20 fee, which I agreed to under the circumstances.
I retrieved my phone from the car to show proof of my booking, but Dip refused to review my confirmation. "
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