Hilton Worldwide

Mr***, Thank you for submitting your concerns to the Revdex.com regarding your experience at the Hilton Garden Inn Convention Center in New Orleans. My name is Adrian H*** and I will be responding to you on behalf of the Executive Office. I am truly sorry to read
of the details surrounding your experience and the discord that you encountered while visiting the property. I can certainly understand your frustration with not having your room cleaned and made ready for you after returning from a hard day of work only to discover that your room had not been cleaned and you were unable to take a shower. Furthering this negative experience, you have to move rooms with what appears to be with no help from the hotel, as you had to move your own baggage due to an issue that was not in your control. I would assume that at this point, Mr*** that with your previous experience, a recurrence of such an experience would not occur again, but based on your email it did. As a gesture of goodwill for the inconveniences, that you experienced you were provided with restaurant vouchers only to be told that the buffet was not available, as they were about to close. These experiences were then compounded by the hotel evacuation and the handling of the situation by the hotel staff. Mr***, I know that my words cannot change your previous experience, but I extend my personal apologies out to you regarding this. Here at Hilton, we pride our hotels in delivering the best service with comfortable room accommodations and it appears that we failed you on that. The experiences that you have described certainly does not align with the values and standards that you have come to expect as a Hilton Honors members and for this, I apologize. I see that you have contacted our Guest Assistance Department on yesterday and opened a Guest Assistance file which has been sent to the hotel management team to have addressed. Please rest assured that I will advise them of the additional details provided in your Revdex.com complaint to ensure that all concerns are addressed and resolved in a timely manner. The points that you have outlined in your complaint will be addressed directly with management so that we can prevent a recurrence of this situation for any guest. This will also help to ensure that proper protocol is being followed when certain issues arise, as to maintain high regard for the safety of our guests and employees. Mr***, please allow the hotel hours before a response may be received and in the interim should you have any additional questions, please do not hesitate to contact me directly Best Regards, Adrian KH*** Executive Customer RelationsFile Number: ***

The guest was given 30,points in August due to the inconvenienceI shared the guest Revdex.com concerns with the hotel

Sent email to guest requesting *** *** receipt, for reimbursement of lost item

Hilton Guest Assistance File NUmber: ***We consider this matter resolved as of 4/2/The guest was issued a "Be my guest" voucher valid for one free night

Dear *** **,I am very sorry, all matters regarding the closure of an HHonors account must be referred to our Loss Prevention DepartmentI see you noted that you have not received a response from them and it has nearly been a week. When an email is sent to ***, an automated response should be sent immediately advising the following: "Thank you for your e-mailYour e-mail was received successfullyPlease allow up to 7-business days for your e-mail and/or request to be reviewedOnce reviewed, we will respond to you via e-mail or phone."We must ask that you please allow up to business days for a response; however, I have reached out to our Loss Prevention Department to advise of your concerns and to ask if they can review and respond as soon as possibleBest regards,MiaGA File #***

Hilton honors is the worst in customer serviceI had an issue with a certificate that they issued and then they went back on there word, since I was entitled to a refund and they said no one was able to refund my moneyAll the people I spoke on the phone were very rude, one women Erika M*** *n guest assistance actually hung up on me while I was speakingThese people are all liars and need to know the definition of customer serviceThey are greedy as well

[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:it does not address the refund or the reinstatement of my points
Regards,
*** ***

Dear *** ***I am pleased to respond to you on behalf of the Executive Of Hilton through the Revdex.com complaint regarding your stay at the Waldorf Astoria, Boca Beach Club, Florida.Based on the details of your email, I do sincerely apologize for any inconvenience and the manner in which you stated
your concerns were addressed by the "tech guy".This lack of attention to detail is not acceptable by Hilton WorldwideWe at Hilton Worldwide are constantly monitoring our hotel's against Hilton's high standards and comments like yours will assist in the improvement of our service and amenitiesYour complaint will be sent to the Management of the Hotel for a response to you within business hours as this is within their purviewI will also forward this file to Quality Assurance Team for their internal investigations.Kindly allow the Management of the Hotel to respond within the timeline givenI would like to thank you for the compliment extended towards the staff, it is much appreciated.We at Hilton Corporate do understand that you have a choice in where you stay and we hope that this matter does not deter you from staying with us in the future.Sincerely,Anne Marie TExecutive Customer RelationsFile # ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
(I was not able to see any contents of what they said, nothing was
attached to the emailBut I was refunded finallyBut I would still like my review posted as that was just a detail In my big complaint)
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We take these cases very urgently and with the utmost importanceUpon alert that there was a concern regarding a vehicle that a guest of the hotel had parked with our valet company the manager on duty went out to the front drive to assistThe guest informed the manager that he believed that
someone had attempted to steal the speaker and amplifier from his carHe stated, however, that nothing was actually missing from the carThe manager informed the guest that he would need to fill out a claim form to be filed and sent to the hotel’s insurance companyThe guest indicated they wanted to file a police report and the guest was informed that they are more than welcome to call the police and that we, the hotel, would comply with any investigationThe police arrived and took a reportPer our standard operating procedure, the guest filled out our Property Loss/Damage Report and the claim was filed with our insurance companyAs far as we are aware, our insurance company is still conducting their investigation.In regards to the overcharge to the guest credit card, the guest reservation was made for two nights and this incident occurred after the first nightIt was not made clear by the guest that they had or were intending to check out a day early so the reservation ran for one more night, as bookedWhen the guest called to question this charge, the second nights charge was promptly removed and refunded to the guestDuring this same conversation the insurance claim number and contact information was given to the guestSubsequent calls by both the hotel and valet parking company to the guest have gone unanswered and to no response

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is what I will acceptI dispute the validity of being unwilling to return the parking fees but I will accept initial refund offer
For the record, Hilton corporate never replied or helped with this issueRegards, *** ***

Hello,
Please accept our sincere apologies for the inconvenience due to your experience during your stay, and due to the lack of follwhile attempting to submit your concerns. So that we may create a file to ensure your concerns are addressed, may we please ask for the full name
and location of the hotel in which you stayed, the full name on the reservation, and the confirmation number (if known)?We look forward to your responseThank 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: my family and many other traveling families were affected by the unprofessional manner of this Hilton Hotel AdministrationHilton is a worldwide, renowned hotel and to say they "comped us one night" is ludicrousMy family and I were actually charged for more nights than we stayedWe were charged erroneously from my banking account, which put my family and I in hardship while visiting in Florida; it took months for the bank to investigate fraudulent charges against the hotel, which the bank decided to deposit the amount taken because of accurate reporting of fraudulent activity by the hotelThis same accusation was true for our niece, nephew, and their new born child; they too experienced fraudulent activity in their banking account by being charged three times for the same nights
It saddens me to have waited eight months to hear (or read) such a vague and disdained responseMy original response requested a settlement of many unfortunate happenings that New Year's Eve that our family planned months ahead to be treated unjustly and unfairly, by giving our rooms away and waiting more than five hours in the lobby with elderly and medically challenged familyIt is no excuse for Hilton Hotel to treat any of its customer in such a way A copy of this complaint, along with the others, will be appropriately distributed to necessary parties.
Regards,
*** ***

want to say the people cleaning the rooms, maintenance, and the people putting out the breakfast were really great w/me and my daughter Even when I got really upset on my last day the lady that cleaned my room was so nice to me and gave me a hug and told how unprofessional and wrong it was how they treated me Its these people that made my stay really great and not the front desk & managementIt was not until I booked more night that the staff at the front desk, hotel manager were very nasty & rude to me & completely unprofessional On my last day when I returned to my room in the morning to pack up and shower I couldn't get inI went to the front desk & was told my keys were active until 12p so I returned to my room & still could not get in My keys were deactivated & me and my year old daughter who was also sick stood outside of my room for almost 45min wet & cold until I was let in Then my key was activated for only half hour more to get showered, dressed & stuff packed to bring down The manager Jeff came up to my room later on to talk to me & got real nasty & told me I ruined Hamptons reputation & I was lucky I was not evicted & this was in the hallway in front of other customers and staff at the hotel (very unprofessional, nasty & he put me in tears after this) This was all after I booked more day for my room & requesting to stay in the same room after I was told I had to leave my room when I am disabled w/a traumatic brain injury & that would have been really hard for me It was a matter of more night that I paid for.< span ""> When I had gone to the front desk to talk to the guy at the desk he was very nasty & rude to me, so I then asked for a manager & was told he was not there So I left w/my daughter to go out on the beach When I was out there & returned later on to go to my room, my keys were deactivated They would not even allow the lady to clean my room on my last night there so I ran out of towels and had to use dirty ones, ran out of tissues, nothing was cleaned that day for usThis is very horrible how I was treated I paid over $to stay at this hotel & continuously stay at Hilton/Hampton hotels I have worked in the customer service field for a long time & have never treated the customers like I was treatedI sure hope this is not an acceptable behavior for your hotel because I wouldn't want return to this hotel if that is how people get treatedI had to actually go to the front desk to have them unclog my bathroom sink and shower upon arriving there and have them clean up all the mildew that was in the shower and it was not all addressed but I let it goI stayed at this hotel once before in June and never was I ever treated like this I expect to be treated better, especially being a long time Hilton honors member and spending over $to stay for the weekThis amazing much needed family vacation that was supposed to be a wonderful experience that I truly enjoyed and planned to do again has turned into this horrible nightmare of an experience and has caused me extreme mental and emotional stress I am traumatic brain injury survivor who deals daily chronic pain and headaches; and all I needed was some time to get away, relax, without any stress from work and home and enjoy some time with my daughter This experience was supposed to be something I can share with others and help relieve some of the daily stress I deal with at home and it has turned out to be one of the worst experiences I have ever had at any hotel I have stayed atI just received a letter in the mail from the manager (Jeffrey MT***) at the Hampton Inn Suites in Corolla NC, that not only was extremely nasty but also very unprofessional letter that was geared at harassing me as a guest After the sincere apology sent to my email and to my personal phone from guest services I then receive this very unwelcoming, hurtful letter from Jeffrey T*** with absolutely no remorse for how I was treated in the first placeThis is unacceptable to continue to be harassed by the manager at this hotel after I have already checked out As stated by guest services/guest escalation department "I would like to sincerely apologize to you for the lack of service you received at the Hampton Inn & Suites, Outer Banks/Corolla, NCPlease note that the lack of empathy and customer service is never accepted by Hilton Worldwide." If this company gears at providing the best customer service as stated in your email then why would I receive such a letter from the Hotel management and telling me to never return to this hotelAs a customer and continued guest of this hotel I never expected to get such a hurtful, saddening letter and to be told to never return to a spot that myself and my four year old daughter truly enjoyed visiting Not only did the short conversation with the manger become hostile with him yelling at me(in front of other guests and co-workers), it truly devastated me and left me in tears; that took a half an hour to finally compose myself and finish gathering my belongings to check out As a loyal customer and Hilton Rewards member I always expect to receive the best customer service and have always up until this point while staying at your hotels, yet this recent unpleasant experience that has continued past me leaving the hotel has shaken my belief in your ability to provide top notch customer serviceThe managers letter response to me talking to Hilton Guest services about my recent stay seems to be very revengeful; especially when he is barring me from returning to the hotel every again I cant believe that this type of customer service and behavior is ever allowed at your hotels I am extremely distraught and again this has caused me emotional and mental stress I have stayed at this hotel on more then one occasion and always planned on returning in the futureI hope my concerns are truly addressed this time and in now way am I ever bared from returning to a hotel after being treated the way I wasOn top of my experience with the hotel management and staff I first entered my room to notice the shower had a ton of mildew in it, and the sink and tub were clogged really bad Someone came out and fixed the clogged sink and tub, and cleaned only some of the mildew but not all It was really nasty to notice that in the shower when me and my daughter went to use itI have had a couple of terrible experiences at Hamptons, Hiltons (in Orlando FL I stayed at a Hilton and left my pajamas behind in the bathroomI called that day and my belongings disappeared I was at least grateful that they reimbursed me for both my items In Baltimore MD at a Hampton again I left behind my expensive bathing suit, boardshorts and rashguard after staying there for a week for treatment at Johns Hopkins and MtSinai and was told they don't hold items that are left behind and nothing was done to reimburse me) Now to have one of the worst experiences with hotel staff and to be treated so terribly as a disabled person and then to be told to never return to this hotel is the most horrible experience I have had with this hotel When I contacted the customer service they told me there was basically nothing that can be done I find it terrible that I was never apologized to and treated like that and told I cant return I made another trip recently for July and decided not to return to a Hampton/Hilton because of this experienceIf someone could please get back to me about thisThis is not how I want my experience to have endedThank youWhen I contacted the escalations department and customer care they told me there was nothing they could do to help with this matter

Dear Mr***,I am responding on behalf of the Hilton Executive Office regarding the challenges you have experienced in relation to your stay at the Hampton Inn Atlanta/Stone MountainThank you for allowing us the opportunity to assist youI attempted to reach you by phone and left you a voice
messageI am sorry to have missed you.After reviewing your concerns, I can certainly understand your disappointment and frustrationClearly, we have not met your expectations and I offer our sincerest apologies for your experienceAs I mentioned in my voice message, I will research this matter and revert back to you by the end of business on MondayWe greatly appreciate your patience and understanding during this process.Mr. ***, your voice is critical to acting on our areas of opportunity and I appreciate you sharing your experience with usService Excellence is a key focus to building and maintaining our customer base and we, humbly, thank you for choosing to stay at our Brands for your personal and professional travels.Best regards,Mia Executive Customer RelationsGA File #***

Dear Mr[redacted]
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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 year. In 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 program It 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 concerns
Best Regards,
April
Executive Customer Relations
Ga File #[redacted]
Tell us why here

href="http://www.hilton.com/search/hp/us/ca/palm_desert/0/00000000000/0/0/0/0/40...⇄ "text-decoration: none">Hampton Inn & Suites [redacted]----------------------------------------------------------------------...⇄ /> [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted]
tome
The complaint has been resolved Thank you [redacted]