Hilton Worldwide

Dear Mr. [redacted],
 
Thanks for your response, it is a pleasure to assist you.  I am showing that a total of 85,000 points have been deposited into your account. My colleague made a final offer to redound one more night in the amount of $ 405.97.  This is the final offer, there will be no more offers of compensation.
 
Kindest regards,
 
Valerie S[redacted]
File #[redacted]

I have received a response from the Hilton claiming they would send me a complimentary stay but have yet to receive it. I assume they will send it soon. Thank you.
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]

Dear Ms. [redacted]I am in receipt of your email that you sent to the Revdex.com which was forwarded to the Executive Office of Hilton Worldwide. My name is Anne Marie T[redacted] and I must apologize for any inconvenience caused. However please note that in these matters I have documented your...

concerns to the hotel and forwarded a file #[redacted] so that they can respond directly to you in order to resolve this matter. I see that since I opened this file that Joe Proscia has responded to you and the matter has been resolved to your satisfaction  as indicated on the file.At this juncture, I would consider the matter closed based on the correspondence on the complaint file.Many thanks and thanks for your consideration.Respectfully,Anne Marie T[redacted]Executive Escalations

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

To: Revdex.com office The issue was handled on 3/2/2016 See the belowAlice M[redacted]3/2/2016 2:28:23 PM [redacted] Mr. [redacted]e spoke with the GM and a refund has been issued by the hotel on 3/2/16 in the amount of $160.55 /// [redacted]

Dear [redacted]   I am in receipt of your email that was sent to the Office Of Hilton Worldwide through the Revdex.com regarding your request to cancel your upcoming non-refundable confirmation# [redacted].   I do apologize to you for any inconvenience, please note that...

I am unable to cancel this reservation due to the hotel’s policy. We are unable to over-ride the protocol set out for non –refundable reservations. However, if you have documentation from a hospital regarding your daughter’s illness, please forward to the hotel.   I hope your daughter is doing better and as I stated at Hilton Worldwide, we do not over-ride the hotel’s policy.   Many thanks.   Sincerely,   Anne [redacted]
  Hilton Worldwide 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Hilton continues to promote their branded hotels, and I
booked my stay on the Hilton website, and all communication was via Hilton
corporate. The implication was that I was staying at a Hilton hotel, not a [redacted] hotel. Any reasonable person would assume that there is an implied
contract whereby Hilton would assume some responsibility in the event that
their franchisee does not carry sufficient insurance.
If Hilton Worldwide has not authority to intervene in these
matters I have to ask why, and then why should I have any loyalty to Hilton
brands, when the reality is that they’re not actually Hilton hotels, but are
individual hotels using a common booking software.
At a minimum, and as a Diamond member I expect that Hilton
would take an active role in ensuring that a loyal guest would be taken care
of. That Hilton does not, and utterly refuses to be helpful in any way, is
beyond maddening and needs to be made known so that others do not believe the
marketing untruths related to Hilton’s “customer service” such as it is not.
Until Hilton takes and active role in resolving this I
cannot accept their flippant responses as a way to resolve my complaint.
Regards,
[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.  Below is my address that was requested to send the gift certificate to.  We would like to know, if due to emergency or weather in December, we had to cancel our reservation, would we be able to use this certificate in the near future?[redacted] DriveLodi, WI 53555
Regards,
[redacted]

The room type reserved was a non smoking king on line, the reservation was booked 3 hours prior to arrival time. My apologies for the inconvenience. The hotel will refund the...

charge as a gesture of goodwill. I spoke with the General Manager -E[redacted] and the credit will be issued. A[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 Administratively Resolved]
 Complaint:...

10674001
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 spent. I provided her with a receipt for the transaction in question. I have yet to receive a refund as promised. I am waiting on confirmation/receipt that refund has and will be mailed. 
Regards,

Reaching out to Management for a reply and resolution Alice M[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I actually receive the automatically response from this department, but I still hope you could remind them, as a loyal Diamond guest of Hilton, I hope you could offer me an oppotunity to stay with you, I hope you could reopen my account as soon as possible.
Regards,
[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]

Below is a copy of the email I sent to the General Manager, which has gone unanswered. I think this letter speaks of my experience at this particular establishment.
Hello Paul,
I am writing with regards to our experience at your hotel last night, and please rest assured that a copy of this email will also be sent to Hilton Corporate Offices as well as the Revdex.com. I will basically not stop until your "Supervisor On Call", Henry, has been properly reprimanded for his disgusting display of vulgarity.
First of all, my colleagues and I have never been treated the way we did at your establishment. We are professional people, who expect professionalism from others. When the words "F[redacted] off" were uttered to one of my colleagues, I was not only baffled at the lack of professionalism from someone considered "management", but his blatant disregard for how people should be treated. His actions went beyond unprofessional at that point, but was akin to something you would experience at a street fight.
I not only want Henry reprimanded, I want him fired from your establishment. People representing a company should never utter obscenities to their customers; and call me old fashioned, but a lady should never be spoken to in that manner, especially one who is two months pregnant. I had to ensure that my pregnant colleague was calm enough to be able to drive in the snow back home to Worcester instead of being able to sleep in a hotel room after a long business dinner.
I will be following up to ensure that Henry is no longer employed by your company. To have someone who tells their customers to "f[redacted] off" should not be working in customer service, let alone have a management role. They should not be the face representing Hilton.
Thank you for your time, and I would appreciate your feedback.
Best regards,
Jeanne Reyes

Hello Ms. [redacted],
I am sorry for the issues that you were experiencing at the Home2Suites by Hilton Atlanta Downtown. I called the hotel and was advised by David V[redacted],...

Director of Sales & Marketing for the hotel, that they addressed your concern on 11/18/16, while you were still at the hotel and they corrected the over charge error for you.I am sorry that you had the billing concern, but the hotel has addressed and assisted you on the concern. If there are any other issues that need addressed, please feel free to contact us at [redacted]
 
Best Regards
Larry M[redacted],
Executive Customer Relations

Hello,Please accept our sincere apologies for the inconvenience due to your experience during your stay, and due to the lack of follow-up while 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 response.Thank you.

Sent the guest an email and involve the hotelAlice M[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: I had questions that I would like the Organization to respond to and they have not. I appreciate the call and will accept the call and have clear out my messages so I can return the phone call. Answering my questions via email would be helpful. I would like your thoughts about your practice not to contact our customer when you decide to walk them. How do you make the decision to walk a customer. If I had not made it to my reservations you would have charged me as your policy states, it appears that you would also charge the person in the room meaning you would get double payment for the one night. If that is not your practice, how do you inform the customer and who do you report this information to.
Regards,
[redacted]

Hilton Guest Assistance file Number:  [redacted]We will issue $250 refund as a one time exception.  Please allow 7-10 business days for check to be received.

From: Kristen H[redacted] <Kristen.H[redacted]>Date: Fri, Mar 6, 2015 at 5:25 PMSubject: FW: Revdex.com -[redacted]To: "[redacted])" <[redacted]>Cc: Kristen H[redacted] <Kristen.H[redacted]>Hello [redacted]-We consider...

this matter resolved.  Please update the file with the following. “Per Guest Assistance file [redacted] we consider this matter resolved.  Hotel released the funds back to [redacted] on 7/5/14.  With this, [redacted] will need to credit the guest’s account back, if they have not done so already”. Thanks!Kristen