Hilton Worldwide

Guest Assistance File Number: [redacted] We consider this matter resolved The guest was given one free night?

Hello and thank you for your comments to the Revdex.com Unfortunately, we were unable to locate a reservation under your name and unable to reach you via phone The hotel was unable to locate a reservation under [redacted] Please advise of your arrival date and/or confirmation number for further assistance.Regards,Jey WExecutive Customer Relations

Dear Mr**, Thank you for contacting the Revdex.com Your account has been closed by our Loss Prevention Department, to get additional information you can contact them at href="mailto: [redacted] "> [redacted] Kindest regards, Valerie S [redacted] Executive Customer Relations File # [redacted]

Dear Ms [redacted] , I am receipt of your email which stated that have not accepted the previous responsesI do apologize for the inconvenience you have encountered during the check in processBy way of this email, the executive Management of the Embassy Suites, Chicago Downtown will be contacted and the matter will be addressed internally to ensure that this does not reoccurI understand your concerns and in effort to make it right, I am pleased to offer you 30000Hhonors points, which I will add to your account immediately Many thanks! Sincerely,Anne Marie T***Executive Customer Relations (response to file # [redacted]

Just waiting to hear back[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They did not respond to or address the complaint in any wayThey say their corporate policy is to make it right or it's free - well, saying "the hotel responded" doesn't adhere to their stated policy, and their not adhering to their policy is the reason for the complaint! Regards, [redacted]

File # shows 30,points were credited and a check in the amount of $ Thank you Alice M

The location in Red Bluff, California will over charge you You reserve at price but they will charge your card at a higher price I had to call once I said I had my confirmation they credited my money back I believe they knew what they were doing as I booked a year in advance and was told I got a cheap price when they called to make sure I was coming

Hello Mr [redacted] , Thank you for your email regarding your experience at one of our Embassy suites on 11/4/ I am truly sorry to read of the experience that you and your family encountered as I can understand your dismay and frustration I will be more than happy to ensure that your concerns are properly addressed and that the staff is better trained to handle situations like this So that I may properly address this can you please provide the following information:-Confirmation Number of stay-Exact Name on ReservationI If you can send this data to [redacted] , I will work on it as soon as I received the emailLarry M [redacted] Executive Customer Relation

I am in Nashville, TN for business travel and booked my stay at the Hilton Garden Inn VanderbiltUpon my arrival I initially thought this hotel was decent, nothing over the top however would suffice for the time needed to conduct businessPer my arrival back to my room after leaving the office the first issue was the room had not been cleaned or beds made since my departure previously that morningAs I settled into my room for the evening I noticed I began to itch uncontrollably which triggered me to take another showerAs I continued to itch throughout the evening, I simply concluded I was tired and chose to go to bedAs I got ready to pull back the comforter and sheet that I straightened early that evening I noticed a bug crawling on the bedI quickly grabbed a tissue and removed it, telling myself I wouldn't cause a big stink, as there was another queen size bed to sleep inAs I pulled those covers back this is when I became DISGUSTED! There was hair all over the sheets, some form of dirt that appeared to be from someone's skin and what also appeared to be another bug (pictures were in fact taken)I immediately turned on all lights and called the front deskThough management appeared to be concerned, offering to comp my entire stay and send facilities to change my sheets there is a bigger issue hereAs I was forced to sleep in this room due to full commitments within my window of stay I certainly did not do so comfortablyIt would definitely appear that this room was not cleaned and I cannot help but wonder how many other rooms have had this experience however the consumer is unawareThis was a grossly disgusting experience and I can state, I will NEVER stay in this establishment again

Hello, We certainly apologize for your inconvenience Please provide the full name and location of the hotel, stay dates, name registered on the reservation/stay, and confirmation number (if known) Thank you

Dear Mr [redacted] This e-mail is with respect to your concerns with the status of your Hilton HHonors Gold AccountI am responding on behalf of the Executive Office at Hilton Worldwide I would first like to begin by saying “Thank You” for your allegiance to the Hilton Portfolio of Brands over these years We do recognize the value that you bring to the equation of our business success and appreciate your trust in the service and products that we provide I can further understand how important a “Diamond” status is to you as you have made our Brands part of your travel profile for your personal and professional travels When exceptions are made for Hilton HHonors Members by our Executive Officers regarding Member status, we are immediately notified and the Member’s account documented accordingly After reviewing the e-mail communications to the Revdex.com, there were references to “Diamond” status and, subsequently, “200,– 300,000” hilton hhonors pointsAfter reviewing the correspondence history to determine any possible notations relative to “Diamond and hhonors point” status, there is no current record of hhonors account # [redacted] , or that 200,– 300,hhonors points was extended to you; however, I am pleased to say that a decision has been made to extend to you a “Replacement Account” and reenroll into the hhonors program Mr [redacted] I apologize for any miscommunication that may have occurred regarding the “Diamond and/or point” status To increase your awareness of the criteria for “Diamond status and hhonors point credit”, you must have “30” stays or “paid nights” within a calendar yearIn addition, in order to receive point and stay credit the member must be the paying, staying, registered guestCorporate paid stay are not eligible for the Hilton hhonors programIt is my hope that you will continue to utilize our Brands as you move forward with your attempt to achieve the most prominent status in the Hilton HHonors ProgramThank you for your continued loyalty and do not hesitate to contact me should you have any additional concernsBest Regards,AprilExecutive Customer RelationsGa File # [redacted] Tell us why here

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:my confirmation #s were [redacted] and [redacted] for 12/16/ Regards, [redacted]

Complaint: [redacted] I am rejecting this response because the response given is still not accurate First, the credit card number (AMEX) in my account was/is accurate as evidence by several other Hilton trips that I have recently made during my Permanent Change of Station process Second, when confirming the online chee-mail request, the Hilton system asked for my credit card number again, which I provided So, even if my credit card information within my HHonors account was having difficulty, the online cheprocess is built to handle this contingency Third, and finally, the hotel is missing the most important point in that I called right away to confirm my reservation with the hotel directlyI talked to an associate who personally confirmed my room on the 16th floor, took my credit card information (again), and apologized for the online cheprocess not working properlyTherefore, my issue remains that Hilton continues to not take responsibility for simply not holding the room that I confirmed It's really that simple Hilton continues to obfuscate responsibility with an erroneous response about my credit card, when their system accounts for problems associated with the HHonors account informationHilton needs to do more research before they answer complaints of a technical nature Regards, [redacted] PE, DM Rear Admiral USN

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: I am rejecting this response because: Hi Adrian, We would expect Hilton to be able to contact their hotels to properly handle customer serviceOne would expect your management team would respectfully respond to corporate officeAs noted in my complaint, the General Manager would not respond to call as wellI believe there are some issues with the hotel Just to clarify, I booked my hotel in June and it looks like this "new policy" did not go into effect until July 31, I hope you can understand my confusion as to why the email confirmations do not clearly call out the Hour Policy Change and how is this policy retroactive? I do see a hour Policy on changes to reservations which I have provided An additional email I shared made no mention of hours policy but only sufficient notice but it did clearly called out $Smoking ChargeI am not a smoker but a frequent guest in Hilton HotelsWe would be happy to wait for the Doubletree in Charleston to reply you inquiry I think the fact the management will not respond to your corporate office would prove as a very good example of the experience I have encountered If the hotel does not respond your inquiry it does not reflect well on HiltonBut we would accept the 50% refund plus be our guest certificates I have a trip planned with Hilton Grand Vacations in the near future and we can offset the disappointment in Charleston with hopefully a better vacation with a property that clearly reflects Hiltons commitment to the customers travel experiencePlease advise if the management offers the luxury of reply [redacted] Regards, *** [redacted]

Hilton Worldwide Guest Assistance Number: [redacted] Guest Assistance has issued a refund for one night Please allow business days to receive Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: The representative offered a free night's stay but I informed her that I will only accept a refund for the night spentI provided her with a receipt for the transaction in questionI have yet to receive a refund as promisedI am waiting on confirmation/receipt that refund has and will be mailed Regards,

Sent the guest an email and involve the hotelAlice M [redacted]

The reservation was booked through a third party booking siteThe guest needs to reach out to the third party companyHe mentions he didn't know what hotel was bookedIt sounds like a Downtown location and most downtown locations have parking fees that are not parking lots that belongs to the hotelThe guest doesn't mentioned the hotelHe needs to reach out to the company who booked his reservationA [redacted]

Dear Ms [redacted] , I am receipt of your email which stated that have not accepted the previous responsesI do apologize for the inconvenience you have encountered during the check in processBy way of this email, the executive Management of the Embassy Suites, Chicago Downtown will be contacted and the matter will be addressed internally to ensure that this does not reoccurI understand your concerns and in effort to make it right, I am pleased to offer you 30000Hhonors points, which I will add to your account immediately Many thanks! Sincerely, Anne Marie T [redacted] Executive Customer Relations (response to file # [redacted]