When Williams complained about a room reservation at a franchisee-owned Hampton Inn in Lake Park, Georgia, she decided to roll on the conversation. At the start of the video we see a Hampton Inn front-desk staffer with a name tag reading “Rose” and hear two women off camera, Williams and her sister Ebonee Dobson.
The video begins like this:
Rose: “You people are ignorant.”
Williams: "You people?"
Rose: “Your reservation is not in my system! We extended a courtesy to you. We did not have to.”
Williams: “Ma’am... ma’am..."
Rose: "Step away from my counter!"
Williams: "Whoa, this is so unnecessary."
Williams says she made a reservation on the Hilton Hotel app for the Hampton Inn and received a confirmation email. But the Hampton Inn’s computer showed her July 2017 reservation was "cancelled" when she checked-in at the front desk. Williams says she got a room, but it had fewer amenities, and cost more than the one she originally booked.
The video continues:
Rose: “There's nowhere else to put you. You are lucky you got in a room for what we did do, for what my girl got you. She got in touch with me and I did check internally, but ignorance is bliss and you guys are just blazing this morning."
Williams also snapped photos of a cracked toilet and broken roll-away bed in the replacement room. They wanted to switch the room for their next night's stay.
William's sister Ebonee Dobson was traveling with her to visit their grandmother. Dobson actually works in the corporate customer complaint department for Hampton Inn’s parent company, Hilton.
“I know the standard, and I feel like my family hasn’t been able to experience that,” Dobson said in an interview later, saying her attempt to handle the situation for Williams backfired. “I really feel like it was because me letting her know I work for the company. That was the trigger."
The video continues:
Rose: “If you're in corporate complaints, walk in there and call. I'm not afraid. I don't know what you people think?”
Dobson: “Well, first of all Miss Rose…”
Rose: “I do not want to talk to you! I'm not going to argue with a fool! Do you understand?"
Dobson: “Wow, I don't know why you feel that way about me.”
Rose: “You know what, shut up! You people are ignorant!"
Williams: “Ebonee, Ebonee, Ebonee, just stop.”
Rose: “I don't want to talk to you. I'm not going to argue with a fool.”
Williams: “So we're both fools? I know you asked me a question. Are we going to have a conversation or do you just get to talk?"
Rose: “I'm done! Do you understand the law is coming?”