***December 29, 2025
Dear Hilton Garden Inn Management Team,
I am writing to formally report a serious incident that occurred during my recent stay at the Hilton Garden Inn Niagara-on-the-Lake and to request appropriate compensation.
I checked in on December 24, 2025, and checked out on December 28, 2025. I have stayed at this property several times in the past and have always had positive experiences, which makes this incident and its handling particularly disappointing.
On the evening of December 24, while seated at the bar, I ordered a French onion soup as a starter. Approximately a quarter of the way through the soup, I felt a sharp pain in my mouth. Upon removing the object, I discovered a large piece of hard plastic with jagged edges, which had cut my tongue. The injury was significant and caused ongoing pain and difficulty speaking and eating for the remainder of my stay. I have photographs documenting the injury.
I immediately brought the matter to the attention of my server, Judith, who was understandably shocked. She escalated the issue to Brittany, the Head Chef. I overheard Brittany respond by saying, “it happens, get over it.” This comment was extremely inappropriate and distressing. After I expressed concern about this response, Brittany later approached me, apologized, and offered my dinner on the house. While the apology was appreciated, the injury had already occurred and continued to affect me for the duration of my stay.
Following this, I reported the incident to the front desk staff, Lovejot and Barb, who were also shocked after seeing the injury. I was assured that an incident report would be completed and that a supervisor named Dianne would follow up with me on December 25. No follow-up occurred.
The next day, I returned to the front desk and spoke with Dianne directly, only to learn that no incident report had been filed. By this point, my frustration had significantly increased. I was then advised that the General Manager, Linda Welsh, would be available on December 26. Unfortunately, I never received any follow-up from her either.
At no point during my stay did I feel that this serious incident was handled with the care, urgency, or professionalism one would expect from Hilton. Even more concerning, the Hilton Garden Inn Promise was not honored, despite my repeated efforts to seek resolution.
This experience caused physical injury, emotional distress, and significantly diminished the quality of my stay. I am requesting appropriate compensation for what I endured and for the lack of response and accountability from staff and management.
While my recent stay had challenges, I would like to take a moment to recognize several team members who made a meaningful and positive impact during my visit. I would like to acknowledge the following individuals for their exceptional service:
• Servers: Khrishia, Judith, Cathy, and Elena
• Housekeeping: Mirabelle
• Maintenance: Christian
Each of these team members demonstrated warmth, professionalism, and a genuine sense of care in their roles. Their dedication and positive attitudes stood out and reflect a strong commitment to guest satisfaction. They should be commended for their efforts and recognized for the outstanding service they provided.
I would appreciate a prompt response outlining how this matter will be addressed.
Sincerely,
Kareema Alladina
***January 12 and January 15, 2026
Hello Linda Welsh,
I am writing for the second time to formally follow up on my email dated December 29, 2025, titled “Formal Complaint and Request for Compensation – Incident on December 24, 2025,” referenced below. As of today, I have received no response.
I have made multiple attempts to contact you, including leaving voicemail messages. While I acknowledge missing a couple of your return calls, it is now January 12, 2026, and there has been no follow-up or communication since December 29. This continued lack of response is both disappointing and unacceptable, particularly given the seriousness of the matter.
At this point, the absence of any acknowledgment or action gives the impression that this issue is not being taken seriously. This is now my second follow-up, and I expect prompt attention.
I am requesting to speak with you as soon as possible to discuss an appropriate resolution, including compensation. Please confirm when this matter will be addressed. If I do not receive a response promptly, I will proceed with further steps to ensure this issue is formally reviewed and resolved.
I expect your immediate response.
***January 15 2026
Dear Chris Nassetta - President and CEO,
I am writing to escalate a matter that, despite multiple attempts, has gone completely unaddressed since December 29, 2025. On that date, I submitted a formal complaint titled “Formal Complaint and Request for Compensation – Incident on December 24, 2025.” As of today, I have received no response, acknowledgment, or meaningful follow-up of any kind.
I have made repeated efforts to resolve this directly, including sending follow-up emails and leaving voicemail messages. While there were limited attempts to return my calls, there has been no subsequent communication or resolution since December 29. This prolonged silence is deeply disappointing and reflects a troubling lack of empathy, accountability, and customer care for a matter of this seriousness.
The absence of any response conveys the impression that this incident—and the impact it has had—is not being taken seriously. At this point, the issue is no longer solely the incident itself, but the failure of your organization to respond appropriately, timely, or compassionately.
I am requesting your immediate intervention to ensure this matter is properly reviewed and addressed. I am seeking compensation and a direct response outlining how this failure in communication will be remedied. After nearly two weeks without acknowledgment, this level of inaction is unacceptable.
I expect a prompt response. If this matter continues to be ignored, I will consider pursuing further steps to ensure it receives the attention and review it warrants.
Sincerely,
Kareema Alladina
CA
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