Hilton Worldwide

GA File [redacted]. 
The reason the guest was not dropped off on his requested time was because another guest had requested to be dropped off at a different location.  As the shuttle service is first come, first serve – the hotel was unable to put this guest’s...

request in front of a guest that had already secured her time.  Unfortunately, there will be no compensation – as the shuttle is first come, first serve.
 
This matter is considered resolved

To whom it may concern,
My wife and I booked the Hilton hotel in Mystic Conn. for the weekend of Feb. 19-20th. Upon arrival we were subjected to a hour and a half delay for our suite, then once room was finally ready we carried our bags up to room 200 only to open the door and find the room wasn't even cleaned yet. After a discussion with the manager in the hallway we were upgraded to there Commodore Suite which with complimentary breakfast for our two days and $50 off first night. We were satisfied at this point only to return from a night out on the 2oth to find someone entered our room and locked the door not allowing us entry to the other half of the suite where 90% of our belongings were. As my wife was on the phone with desk I can hear the women yelling back at my wife saying "we didn't know your had that room" I proceeded to take the phone from my wife and explain to her calmly what the problem was only to have her hang the phone on me. I left the room and got into a heated argument with the two women at the desk as security made its way to our room to meet my wife to open the door, mind you this is well after midnight now.. only compensation for final problem was another $50??? The customer service we received that night was of the lowest I have ever seen.. We have been staying at this hotel since 1995 and have stayed at Hiltons form Niagara Falls to Orlando Fl. I personally feel that nothing short of a full refund would make up for this horrific experience ... At this point without the above request I will spend my time writing reviews on every website I can with this detailed complaint.. Signed Michael J F[redacted]

Dear [redacted] [redacted],I am in receipt of your email to the Revdex.com regarding your stay at the Hampton Inn & Suites, Mt.Juliet TN. I called you at 8.46 am CST and I was unable to leave a voicemail as there was no activation. However I am pleased to respond to your email.Based on the...

details of your email, I do apologize for any inconvenience. Mr. [redacted], since this is a complaint with reference to bedbugs, I have to forward this matter to the Management of the hotel for a response to you within 48 business hours as this is within their purview. We at Hilton Corporate can only liaise with the hotel on your behalf, so as to garner their attention if as you stated they have not responded to your emails previously.Again, my apology to you and kindly allow the hotel to respond to you within the timeline given Many thanks, Anne MarieExecutive Customer Relations File #[redacted]

Dear [redacted], I am in receipt of the correspondence you have shared with the Revdex.com case # [redacted], regarding your missing [redacted] bank certificates. It will be my pleasure to respond on behalf of Hilton Executive Office. Please accept my most sincere apologies for the challenges...

you experienced with our staff. It is always our goal to deliver a rewarding experience between the staff and our guest and we regret that on this occasion we did not succeed in that endeavor. This is certainly not the impression with which we wish to leave you of what you should expect of a Hilton stay. Our records show that the certificates from [redacted] were actually posted to your account back in July of this year. The certificate numbers were     [redacted] and [redacted] both are good for a free weekend night each. One certificate was for reaching a spending limit and the other was an anniversary bonus certificate, we have received no other notification from [redacted]. Please let us know that the issue has been resolved. 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. 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]

I sent the guest an apology email. I requested more information as well. Waiting to hear back from the guestAlice 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.]
Better Business...

Bureau:
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]

Ga file# [redacted] This matter is considered resolved on 6/23/14.  Guest received 668 points on 6/23.  As he states he should have 703 points, 35 additional points were added on 9/7.  For the inconvenience, an additional 1k points have been added to account.

Guest has been refunded for one night plus tax.  Please allow 7-10 business days to receive refund check.

the 50,000 points were added due to the guest having to pay an extra 600.00. The guest was told they would get the points if the reservation was kept  The guest canceled the booking. The guest was offered 20,000 points for the  inconvenience.  Alice M[redacted]

Hello [redacted], I hope you are having a good day. I have received case # [redacted] from the Revdex.com, regarding robo telemarketing calls. Thank you for allowing me to assist you. I understand your concerns regarding your personal information and the receipt of unwanted telemarketing...

calls. I want to assure you that Hilton does not provide customer information to any third party vendors to conduct telemarketing activities. Information is shared with the Hilton Grand Vacations as they are a division of Hilton. This practice is in line with our Global Privacy Statement, which is available for your review here: http://hhonors3.hilton.com/en/promotions/privacy-policy/english.html. The calls you are receiving are not related to or authorized by Hilton. We are currently investigating these unauthorized telemarketing calls and are taking steps to prevent them from occurring in the future. As we previously noted, we have informed Hilton Grand Vacations and Hilton marketing to place your information on their do not contact list. If you continue to receive telemarketing calls from other entities you can request, over the phone, that they place you on their do not call list as well. I want to again assure you that we do not allow entities other than Hilton Grand Vacations to conduct telemarketing activities using Hilton customer information. We take the privacy of our customers extremely seriously at Hilton and hope that we can regain your trust and continue to serve you as a valued customer.  Best Regards Larry M[redacted] Executive Customer Relations GA file # [redacted]

Hello,
We apologize for any confusion.  Our records reflect that GA File #[redacted] was created by us on 07-Jul-2015 when we received notification by the Revdex.com.  A note was placed on the file that the Revdex.com had been notified.  The hotel has been in contact with the guest and...

explained that the reservation required an advance deposit and the card on file was declined.  The hotel could have canceled the reservation; however, they did not.  Although they went ahead and held a room, the room type and pre-selected items were no longer in the system or guaranteed.  The hotel provided guest with a 50% refund off the first night's room and tax due to the cleanliness and maintenance concerns.  This matter is resolved.
Best regards,
[redacted]

I am in Nashville, TN for business travel and booked my stay at the Hilton Garden Inn Vanderbilt. Upon my arrival I initially thought this hotel was decent, nothing over the top however would suffice for the time needed to conduct business. Per 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 morning. As I settled into my room for the evening I noticed I began to itch uncontrollably which triggered me to take another shower. As I continued to itch throughout the evening, I simply concluded I was tired and chose to go to bed. As I got ready to pull back the comforter and sheet that I straightened early that evening I noticed a bug crawling on the bed. I 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 in. As 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 desk. Though management appeared to be concerned, offering to comp my entire stay and send facilities to change my sheets there is a bigger issue here. As I was forced to sleep in this room due to full commitments within my window of stay I certainly did not do so comfortably. It 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 unaware. This was a grossly disgusting experience and I can state, I will NEVER stay in this establishment again.

Dear [redacted],
Thank you for contacting the Revdex.com. I am sorry to hear that you experienced bed bugs at the hotel. I need additional information in order to follow up with the hotel. Please provide the name of the hotel, the date of arrival, the exact name on the reservation...

and or the confirmation # if you have it.
Kindest regards,
Valerie S[redacted]
Executive Escalations

From: Alice M[redacted] 
0pt" class="MsoNormal">Sent: Friday, February 06, 2015 10:22 AMTo: '[redacted].com'Subject: Hilton Grand Vacation Resort- Revdex.com [redacted]
 
[redacted],
 
Thank you for reaching out to the Revdex.com in regards to the Hilton Grand Vacation Division. I am very sorry to hear of your experience. Your concerns have been registered and shared with their telemarketing division. Please allow them a chance to respond.
 
Best regards,
 
Alice M[redacted]- Guest Assistance Senior Specialist/Corporate Escalations
 
Hilton Worldwide
2050 Chennault Drive
Carrollton, TX 75006
USA
 
 
From: Alice M[redacted] Sent: Friday, February 06, 2015 10:20 AMTo: [redacted]Cc: [redacted]Subject: RE: Revdex.com concern [redacted]
 
Thanks!
 
Alice     
 
From: [redacted] Sent: Friday, February 06, 2015 10:20 AMTo: Alice M[redacted]Cc: [redacted]Subject: RE: Revdex.com concern [redacted]
 
I will assign this case to telemarketing.
 
________________________________________________                ...⇄                                         ...⇄ /> Airton C[redacted]
Customer Relations Specialist I, Membership Support
________________________________________________                ...⇄                                         ...⇄ /> HILTON GRAND VACATIONS
T ###-###-#### xt. 4567 | F ###-###-####
6355 MetroWest Blvd., Suite 180
Orlando, FL 32835
www.hgvc.com | [redacted]@hgvc.com

[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: 12339784
I am rejecting this response because: Hi Adrian, We would expect Hilton to be able to contact their hotels to properly handle customer service. One would expect your management team would respectfully respond to corporate office. As noted in my complaint, the General Manager would not respond to call as well. I 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, 2017.   I hope you can understand my confusion as to why the email confirmations do not clearly call out the 48 Hour Policy Change and how is this policy retroactive?  I do see a 12 hour Policy on changes to reservations which I have provided.  An additional email I shared made no mention of 48 hours policy but only sufficient notice but it did clearly called out $250 Smoking Charge. I am not a smoker but a frequent guest in Hilton Hotels. We 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 Hilton. But 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 experience. Please advise if the management offers the luxury of reply. [redacted] 
Regards,
[redacted]

My involvement with Hilton Hotels has quite possibly been one of the worst customer service experiences in my life.
My husband and I booked a one-night hotel stay at the Hilton Garden Inn in Florence Italy. After booking our stay, we found another hotel that was more centrally located in the city so I called and cancelled our stay. As we were travelling to multiple cities in Europe, my email inbox was filled with hotel and flight confirmations so I neglected to search for an email confirmation of my hotel cancellation following the call. Upon the return from my trip, I was notified by my bank that I was charged $149 euros for my Hilton stay, even though I had called and cancelled it well in advance. This was also curious because I had booked our room using our Hilton Honors points, so we shouldn’t have been charged for our room at all.
I called and was connected to a customer service representative named Joyce W[redacted] She called the hotel manager of the Garden Inn in Florence and we all spoke on the phone together. He then explained that the hotel did not have any documentation of my cancellation and that they will not accept my Hilton Honors points as this stay counted as a “no-show,” which their policy states that they must charge the occupant the full $149 euros.
As I DID take the time to cancel my reservation over the phone, I was frustrated that they were pushing back. Isn’t it the businesses responsibility to document these occurrences? After a while, they both decided that the hotel will refund half of the cost and Joyce W[redacted], on the other end, will refund the other half. I distinctly remember this as she was confused on the exchange rate and I had to sit there and listen to her asking how much it will be on her end…. In any case, Joyce then asked me to send her a screen shot of the hotel charge in my banking statement. I sent it to her via email later that day.
A few days later, I get an email from Hilton Guest Correspondence and they said that I will still be charged the $149 euros and that my hotel points will be credited back to me. I emailed back and said that the situation has been handled and that I had spoke to Joyce and sent her the screenshot she had requested. I get a response saying that there is no documentation of our arrangement and that I will still be charged the no-show rate of $149 euros, unless I can show some proof of our arrangement. Should that be the responsibility of the customer? Should I always record my phone calls and force their employees to send me confirmations following our conversations? Apparently with Hilton, this is a must.
I am beyond frustrated. They have been an absolute nightmare to deal with and are extremely inefficient. I will never stay in a Hilton hotel, or affiliate, ever again.

FILE [redacted]. Guest will be contacted within 72 business hours.

[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:  I did not see any attachment response from the Hilton.  Not sure where to look though.  Thanks.Regards,[redacted]

The location in Red Bluff, California will over charge you. You reserve at 1 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.

Guest Assistance File Number: [redacted]We consider this matter closed.  Guest was issued a free night cert.