Hampton Inn Denver-International Airport

I had a terrible experience at the Hampton Inn. When I arrived to check-in, I had to inform the front desk that I hadn't checked in yet. The employee checked the reservation and found that someone else had been checked in under my name. This is a security issue and could have caused problems if the person had caused any damage or incidents in the room. The employee seemed irritated and took a long time to attempt to resolve the issue. He was not empathetic or apologetic about the situation. When I asked if I could be given another room because I needed to leave early the next morning, he responded rudely and told me I needed to have a seat. I called my significant other for help, but the employee refused to speak with him and became even more frustrated. He threatened to deny my reservation and have me kicked off the property. Eventually, the employee booked me a different room, but it was not the type of room I had originally reserved. He did not inform me that the original room was no longer available. I was charged twice for two reservations, even though it was not my fault. This experience left me with a negative impression of Hilton. The only positive experience I had was with the hotel shuttle driver who showed empathy and offered me water. I am concerned about the security issue of someone else being checked in under my name and the lack of professionalism and empathy from the employee. I have two charges on my card at the fault of the employees, no one has reached out or attempted to fix the situation. I hope that Hilton will improve their policies and procedures to prevent this from happening to future guests.