I had a very disappointing and upsetting stay at the Hilton Garden Inn when I traveled there for a wedding last weekend. There were 2 major issues: a fraudulent late fee charge ($46) and staff making unauthorized changes to my existing reservation - removing me from the handicap room I required. When I got home and opened my emailed receipt, I realized there was a late check-out charge. I really thought this was a mistake. I called during the day and asked to speak to the manager. I assumed this would be an easy refund and a short apology. Jai, the manager, called me back. Honestly, I was taken aback by her immediately unapologetic and accusatory tone. I'm not sure if it was a language barrier or a bad connection, but I understood her to indicate I am a liar and blame me repeatedly for "purposefully" selecting the "add on" option for $46 to make a late check-out time 1 hour later. I don't know who would ever do that in advance? The only thing I can find on Hilton page is "choose or change add-ons" which include a pet fee and fee to get increased points - that's it. In my 35 years of traveling, I've never encountered an experience like this. I've made hotel reservations through Hilton (and many other hotel chains) many times. I've never been offered the selection of booking in advance a $46 late fee for an extra hour. I'm sure late check out may be in my PREFERENCES, perhaps, but I have NEVER had that turn into an automatic charge on my bill. Ultimately, we didn't even stay an hour over. IS THIS SOME KIND OF SCAM??? I see I'm not the only customer that felt the wrath of Jai.. On another note....Hotel staff (Audrey) changed my reservation without my consent, removing me from the handicap room, which I required and had made a reservation for well in advance. I'm not sure why Audrey let a person not on my account change the reservation that I had made. Audrey insisted that I had NOT called to verify handicap. I mean, why else would I call the night before? I do this for any hotel we book, because there usually aren't a lot of handicap rooms. I would request that recorded voice calls be reviewed from Audrey at 8:16 pm on Thursday June, 11. This unrequested change took a little extra time, but she was able to put me in a handicap room but only after she mentioned at least 3 times it wasn't her error. So if you want to experience Southern Hospitality, do not stay here. * It should be noted that Richard was very friendly and a pleasure to deal with. Be more like Richard. read more