A woman said in a TikTok video that she and her husband were told by staff at a Hilton hotel in Washington, D.C., that they would need to stay at a different hotel for the night after their room remained unavailable. The creator, who goes by the handle @brittany__schneider, said the issue came after a seven-hour flight delay and a large nursing conference at the hotel.
In the video, she said they arrived at the hotel around 7:45 p.m. and were told their room was not yet ready. She said staff told them the hotel was “overwhelmed” because of the nursing conference and that they were having trouble turning over rooms in time.
She said the hotel offered a $50 restaurant credit and told them they would receive a text once the room was ready. She said she and her husband decided to change in the hotel bathrooms and head to dinner at a restaurant down the street while they waited.
She said hotel told the couple they had to be relocated for the night
She said that as they were finishing their meal around 10:15 p.m., she still had not received a text from the hotel. She said she asked her husband to call and check on the status of their room.
She said that when her husband called, hotel staff answered and told them they would have to be moved to a different hotel for the night. She reacted with visible disbelief in the video, saying, “I’m sorry, what?”
She said she told the hotel she was not willing to move to another hotel for the night and then move back to the Hilton the following day. She said that instead, she wanted to stay at the other hotel for all three nights of the trip. Guests clashing with hotel staff over their stay isn’t limited to room relocations, as a family at a Tennessee motel pool says staff accused them of trespassing and tried to remove them.
She said she expected an upgrade and other perks
In the video, she said that if she was going to be moved, she expected the new hotel to be an upgrade. She also said she wanted a crepe delivered to her room and possibly a massage, calling the situation “insane” at 10:15 at night. Expecting perks from a hotel stay has paid off for others, as a Las Vegas woman tipped $100 at the Cosmopolitan check-in desk and was upgraded to a wrap-around suite.
She said her husband told her she needed to stop complaining on TikTok or Instagram, reminding her that she is a mom with a following. She defended her decision to share the story, saying, “this is tea. Anyone would want to hear this. This is tea.”
The video’s caption reads simply: “Insanity.” The video did not identify which specific Hilton property she was staying at, and it did not say where the couple ultimately ended up staying.
Viewers in the comment section shared a range of responses, with some offering advice and others relating to the frustration of travel delays.
One commenter wrote, “It’s called ‘walking a guest’ and it happens often esp when hotels are overbooked and busy.”
Another offered a suggestion, writing, “if the hilton youre staying at doesn’t handle it contact corporate my mom worked for hilton for years people get comped for less all the time.”
One commenter appeared to connect the video to the creator’s family, writing, “You can tell you have triplets because you’re too calm about this.”
Another person asked, “Are you at old ebbit?” while one viewer expressed sympathy, writing, “omg, that is horrible!!!After being delayed and traveling all day I want to get in my room and relax that is insane and I would be pissed. You’re handling it very well because I would have went off.”
Another commenter raised a question about billing, writing, “And they expect you to pay for 24 hrs when you half that.”
