Hilton Worldwide

Guest Assistance File Number: [redacted]
We consider this matter resolved.  The hotel comped one night.

It is a classic bait and switch.  I spoke to a customer service representative over the phone from your hotel that made promises.  I assume she knew about hotel availability.  She promised a hotel room with wet bar for the price paid, and I ended up with a inferior product.  Moreover, she failed to send me an email confirmation within 24 hours.  It would appear your hotel tried to cover up the fact that they sold me something that clearly wasn't available.   Your hotel should train its staff to be more professional, and certainly build lasting relationships with customers.  Please make this remedy this business relationship.[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 [redacted],
We apologize for any inconvenience or disappointment you have experienced when booking through our mobile app and website.
When a hotel has a rate change in effect during the dates for which a guest is inquiring, the initial rate that is displayed is the rate that...

is effective on the date of check in. Next to the rate will be an asterisk, as you indicated. At this point in the process, there is a note that advises "* = Rate change during stay". The name of the rate listed will be highlighted in blue as a hyperlink. You may click on the link and view the rates that apply to each date. On step 4 of the booking process, there is a Reservation Summary, which provides the number of nights each rate applies with the totals. Below this information is the final total. This information is provided prior to confirming the reservation.
The hotel's guarantee and cancellation process is provided on step 4 of the online booking process prior to confirming a reservation.
Please be assured that it is not our intention to mislead our guests and we are very sorry for any challenges you have faced.
To ensure we are able to provide your feedback to our technical team regarding your concerns with our mobile app, may we please ask that you advise which app and version you are utilizing, as well as the type and version of your phone?
We look forward to your response.
Best regards,
GA File #[redacted]

Reaching out to Management for a reply and resolution
 
Alice M[redacted]

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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]

Hello [redacted],   Thank you for speaking with me today, and for your explanation of the events.  I was glad to hear that the authorization hold had be removed from your credit card. I apologize that it took so long to process. I will update the case # [redacted] from the Better...

Business Bureau, advising them that the authorization hold from the Hilton Garden Inn West Palm Beach Airport, FL. Has processed.    I have updated the formal complaint file, with your comments on the staff and I have forwarded it to the Brand and hotel management teams for internal review. I am terribly sorry for any disappointment and inconvenience this experience has caused you. Thank you for your time, and your continued loyalty. 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 guest
Alice M[redacted]

Dear [redacted],I am responding on behalf of our Executive Offices at Hilton regarding the service challenges that you experienced during your stay at the Homewood Suites West Palm Beach, FL.  Thank you for allowing me the opportunity to assist you.After reviewing your concerns, I can...

certainly understand your dismay and frustration.  Clearly, we have not met your expectations and I do apologize for your experience.  The Homewood Suites unconditional Brand Guarantee assures our guests high-quality accommodations, clean and comfortable surroundings, and friendly and efficient service.  As a result of this inconvenience, I will be refunding to you $238.74.  The refund check will be sent to the address as noted below: [redacted], APT. [redacted] DURHAM, NC  [redacted], your voice is critical to acting on our areas of opportunity and I appreciate you sharing your experience with us. Best Regards,AprilExecutive Customer RelationsGA File # [redacted]

I will reach out to the guest- A priority letter went out see below
DEAR MRS. [redacted],
THANK YOU FOR YOUR RECENT CORRESPONDENCE REGARDING YOUR HILTON HHONORS ACCOUNT.
UPON FURTHER REVIEW OF YOUR INQUIRY, PLEASE FORWARD MORE INFORMATION REGARDING THE SURVEY UPGRADE FOR FURTHER RESEARCH. WE ARE...

TERRIBLY SORRY FOR ANY INCONVENIENCE THIS HAS CAUSED.
SHOULD YOU REQUIRE FURTHER ASSISTANCE, PLEASE CONTACT THE HILTON CUSTOMER SERVICE CENTER AT THE ADDRESS OR TELEPHONE NUMBER LISTED BELOW.  ANY HHONORS CUSTOMER SERVICE REPRESENTATIVE WILL BE HAPPY TO ASSIST YOU.  
THANK YOU FOR YOUR CONTINUING SUPPORT OF HILTON WORLDWIDE AND THE HILTON HHONORS GUEST REWARD PROGRAM.
SINCERELY,
JOE F.
HILTON WORLDWIDE
P. ###-###-####
E. [redacted]
*JF*
 
Alice

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Answered]
 Complaint: [redacted]
I am rejecting this response because: there has been no resolution yet. The agent only asked for the address to the establishment. Once a resolution is discussed we will close the 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. 
Regards,
[redacted]

Hello Ms. [redacted]       I am responding on behalf of our Executive Offices at Hilton regarding your Hilton Honors points question. First, let me thank you for your continued loyalty to our brand and congratulations on your new Diamond status.  Thank you for allowing me...

the opportunity to assist you.       Per your inquiry, let me explain the 5th night free and how it works. Let's use your example for the Double Tree Sonoma Wine Country hotel in Rohnert Park, CA.  The confusion comes due to a system glitch, for the Honors system to issue a 5-night reward stay it must reflect points used for every night. In your example, you stated you could book a 4-night stay at 40,000 points per night for a total of 160,000 points. The 5th-night free stay shows 5 nights at 32,000 points a night for the same total of 160,000 points. So you are getting 5 nights for the same number of points as 4 nights. I apologize for all the confusion due to our system needs.      We appreciate your time and thank you for being a loyal Honors member.  If my assistance is needed any further, please reach out to my email address.          Best Regards       Larry M[redacted]   Executive Customer RelationsGA file # [redacted]

Horrible and they don't refund your money.

[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]

[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:
[redacted] informed us that they notified the hotel that our reservation had changed within the allotted change period. [redacted] said that they sent an email to Hilton that informs them of this. The Hilton did refund the no show fees 10 days later after the charges lead to numerous over draft fees. This account is only used for purchases and we are on a strict budget. We spoke to our bank and they told us the hotel could release the funds immediately so that the bank would show the release within 24 hours. However, the Hilton offered us no resolution such as this and when asked to do this only said that we would have to wait 7-10 days for the charges to fall off.Our concern was that not only did they charge this particular card for two rooms, one which was cashed out and paid for by another person that day. Then they charged our room to the same card they already had the two supposed no-show (which were not no-show) charges on the card. We received a receipt for this room charge of 194 going through our account, and then they charged a complete other card for 155, plus 28.00. Yes, these charges are now off. However, they have disrupted our cash flow for the past 7 days. Why could they double charge us for one room? once with a receipt, and then minutes later on a different credit card?Mind you, this is one room, 194 dollars (with valet charges) and our one card was tied up for over 300.00 and our other card was tied up with 180.00.There is something wrong here with the accounting practices, and the fact no one acknowledges is upsetting. even without the supposed no show charges, there is a problem with someone being charged twice for the same room.I will forward the email of the check out and charges to our card later.
Regards,
[redacted]

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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:
The response is incorrect. I am not requesting anything about what happened in July I am speaking on what recently happened I referred back to Julu because you all still making mistakes and giving out wrong information. And we never received the 1000 points however it's very insufficient to the points we should have received for 4 rooms that should have inquired double points on top of my earnings as a silver member. 
Regards,
[redacted]

Dear Ms. [redacted], I am receipt of your email which stated that have not accepted the previous responses. I do apologize for the inconvenience you have encountered during the...

check in process. By 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 reoccur. I 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]

The service stops the reservations were made ahead of time my room was not ready every time I rent my room is never ready when I do get into my room things are broken found the part things are dirty the last time I ran in here my bed has blood on it I have to go downstairs and get my own sheets and make my own bed this is ridiculous the lights did not work on one side of the room now today August 6th I'm renting a room and they told me that my room will be ready at 1 o'clock I'm here it's my daughter's birthday and now they're telling me two maybe three maybe four o'clock this is unfair treatment I asked for a compromise maybe another room but the manager was not willing to work with me he just kept saying you want a corner room and I kept saying I did not book a corner room I'll take any room you have available so that my daughter's party does not start till 8 and people are not just sitting in the lobby looking crazy it's ridiculous as much as you paid for this room almost $300 a night and you get treated unfairly and I'm starting to think it's the color of my skin because when someone of a lighter skin color came in and they put them right on into a room so I'm not understanding how come my room has been booked for at least a month and it's not ready the service at this hotel s[redacted] I wouldn't advise anyone to waste their money or time staying here

[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]

[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 appreciate giving me the points I earned to resolve this instance but I want to be clear that [redacted] did post the points and the Hilton app did not add them to my total.  If this continues to be an issue I will not hesitate to contact Revdex.com again.  To be clear the issue is with a Hilton system not [redacted].  I will be paying very close attention to this matter and will be sure to have all necessary supporting documentation and screenshots should this happen again.  I do not accept a 1-time courtesy of a potentially reoccurring issue but I do accept the 30k points for this instance.  Thanks!
Regards,
[redacted]