Hilton Worldwide

I have shared the guest's concerns with the General Manager for a reply asap.
 
Alice M[redacted]

Hello [redacted], I hope you are having a good day. I am responding to the Revdex.com case # [redacted] received at the Hilton Executive offices. Regarding your experience with a reservation booked at the Hilton Harrisburg, PA. I attempted to reach you by phone, but you were unavailable...

and I was not able to leave a voice message. After reviewing your concerns, I can certainly understand your frustration.  Please allow me to extend our apologies for any dissatisfaction for services rendered. Customer feedback is vital to our operations and we are most grateful for the effort you have made to reach out to us. Please extend me a time in which to contact you by phone to discuss your correspondence.  I apologize for the inconvenience and the delay. Best Regards Larry M[redacted] Executive Customer Relations GA file # [redacted]

Dear [redacted], I am responding on behalf of the Hilton Executive Office regarding billing concern with the Embassy Suites Atlanta Buckhead. Thank you for allowing us the opportunity to assist you. I attempted to reach you by phone and left you a voice message. I am sorry to have missed you. After...

reviewing your concerns, I can certainly understand your frustration. Clearly, we have not met your expectations and I offer our sincerest apologies for your experience. As promised in my voice message, I have reached out to the hotel's General Manager, Steven Q[redacted] to discuss this matter. He was unsure as to why the refund of the $178.01 has not processed to your account; however, he resubmitted it while on the phone with me. Mr. Q[redacted] will be contacting you by phone to discuss the matter with you and offer a future complimentary stay with his hotel in an effort to make amends for your inconveniences. [redacted], your voice is critical to acting on our areas of opportunity and I appreciate you sharing your experience with us. Service 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,MiaExecutive Customer RelationsGA File #[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Thank you for the proactive action April.  The assistant manager, Bridgitte R[redacted] was still around a few weeks ago because she contacted me.  I am rejecting this response because I want to ensure that the new management gives the insurance the appropriate details they need to make progress on the claim.  Thank you for your patience and all the time you spend on this.   
Regards,
[redacted]

The guest has been in contact with the guest/(file#[redacted]) The hotel had a non-refundable policy. I will reach out and offer a free night certificate.
Alice M[redacted]

Dear [redacted], I hope you are having a good day. I am sorry that I was not able to reach you today when I attempted to contact you. I am in receipt of the correspondence you have shared with the Revdex.com in case # [redacted] regarding your experience with the Hampton Inn Vero Beach...

[redacted], FL. It will be my pleasure to respond on behalf of Hilton Corporate Executive Office. Please accept my most sincere apologies for the challenges you experienced dealing with the hotel. It is always our goal to deliver wholly rewarding experiences and we regret that on this occasion we did not succeed in that endeavor, due to the billing issue. This is certainly not the impression with which we wish to leave you of what you should expect of a Hilton stay. I was able to locate a Guest Assistance file created when you contacted that department about the concern on 11-23-17. You called and spoke with a Guest Assistance agent, who created the complaint file # [redacted] and sent it to the hotel as all billing issues are under the control of the individual hotels. I was glad to see that the hotel processed a refund and as you stated it has been received. I apologize for the mistake by the hotel’s agent. I see that on 11/26/17 as a way of apology, guest assistance added to your Hilton Honors account 25,000 Hilton Honors bonus points which have posted to your account. We're pleased to know that our Guest Assistance agent was able to appropriately address and acknowledge your concerns and needs. We appreciate that you have taken the time to share with us your feedback, as we know comments from our guests allow us to ensure Hilton Standards are being met and rewarding stays are being delivered. Please rest assured the hotel management team has received your comments and will review and address internally to prevent recurrence. We hope that you will continue to make Hilton your first choice when traveling, based on the high level of service, quality and the diversity and value that each of our distinctive brands offers all of our guests.   Best Regards Larry M[redacted] Executive Customer Relations GA file # [redacted]

Refunding the guest's room and tax back. Also responded to the guest via-email
 
Alice M[redacted]

File  # [redacted] shows 30,000 points were credited and a check in the amount of $179.67
 
Thank you
Alice M

I called the hotel and the credit was issued to day, please allow 2-3 business days for it to show on the statement.  Alice M[redacted]

I spoke with Cristobal @ the hotel, he indicated the room was booked as a smoking room by the travel agency, it was a last minute booking and they were not able to cancel or refund the guest. The hotel is willing to send the guest a BMG certificate (a free night for any Hampton Inn- I will send...

the guest an email advising
Alice M[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.  All issues have been handed and my bank status from negative has been cleared.  
Regards,
[redacted]

Dear Mr. [redacted]   This e-mail is with respect to your concerns with the status of your Hilton HHonors Gold Account. I 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, “200,000 – 300,000” hilton hhonors points. After 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 200,000 – 300,000 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 “60 paid nights” within a calendar year. In addition, in order to receive point and stay credit the member must be the paying, staying, registered guest. Corporate 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 Program. Thank you for your continued loyalty and do not hesitate to contact me should you have any additional concerns. Best Regards,AprilExecutive Customer RelationsGa File #[redacted] Tell us why here...

---------- Forwarded message ----------
#222222;">From: [redacted] <[redacted]>Date: Tue, Sep 9, 2014 at 7:51 PMSubject: Hilton San Francisco Financial District Complaint ID # [redacted]To: "[email protected]" <[email protected]>
To Whom It May Concern,
**. [redacted] had opened a complaint some time ago.  It was determined that our hotel was and is not responsible for his [redacted] failing to work.  We offered to have it sent to be inspected to see if the cause of the [redacted] failure was due to our electrical current/outlet in the hotel.  He refused this offer.  **. [redacted], then, sent the [redacted] to be inspected and the service tech could not and would not say that the [redacted] failure was due to an electrical surge at our hotel.  Because of this, we reminded him again that we are not responsible for this [redacted] failure. 
Please let us know if any further notes are needed.  We feel that this complaint should be removed as it has no merit.  Our hotel always take action to make it right, when we are responsible.  In this case, we are not responsible because he cannot provide evidence that we caused the [redacted] failure.    We do not even have evidence that it was ever working when he arrived, because our hotel never took possession of the [redacted].  The [redacted] was always in his possession.
Please let me know if any further information is needed.
Kindest regards,
 
[redacted]  I  Director of Front Office Operations
 
HILTON [redacted]

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 [redacted]. Kindest regards, Valerie S[redacted]Executive Customer RelationsFile...

#[redacted]

From: [redacted] <[redacted]>Date: Sat, Nov 7, 2015 at 1:23 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected] complaint was resolved to my satisfaction by Hilton.

The guest was offered 30,000 points in August- Sent to the General Manager for a reply to her Revdex.com complaint dated 2/1/2018

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Hello! Thank you for the email. I realize that both of those bonus certificates posed earlier in the year and were part of my signup bonus. The certificate in question has to do with spending $10,000 in my card member year. I’ll attach a conversation that I’ve had concerning this with [redacted], where they said that the certificate was sent over. Additionally another problem was the lack of responses that I received via Hilton customer service for nearly a month trying to get my issue resolved. I've also attached the communication I had with Hilton via [redacted]. I had to copy and paste the communication via a word document since I'm not able to add enough screen shots here of the direct [redacted] messages. 
Regards,
[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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Mr. [redacted]Thank you for reaching out to the Hilton Executive Office, via the Revdex.com, regarding your service and cleanliness concerns during your stay at the Embassy Suites Hotel Dallas / DFW International Airport South. Please accept our sincerest apologies for falling...

short of our commitment to extend a rewarding experience to you during your stay. It is our goal to provide only the highest level of customer service and cleanliness for our guests, and based on the details you have provided, we deeply regret we have fallen short of that goal.In an effort to make amends for your inconveniences, we are happy to honor your request for a refund of your room and tax in the amount of $174.80. As the refund is being provided from our office, and we do not have access to the hotel's billing system, the refund will be sent in the form of a check. It will be sent to the mailing address you have provided on [redacted] and will be mailed out of our office within 3 business days.Mr. [redacted] your loyalty to Hilton Worldwide is very important to us and we sincerely appreciate you taking the time to bring your concerns to our attention. These details allow us to assess the service we are providing, and in turn, will make us aware of opportunities for improvement. It is our sincere hope that you will continue to choose the Hilton Portfolio of Brands for your future hospitality and travel needs.Best regards,M[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. 
Please also forward this message to Hilton regarding my mailing address below. [redacted]Fredericton, NB, [redacted]
Regards,
[redacted]