Hilton Worldwide

Hello [redacted] , I hope you are having a good dayI have received your correspondence from the Revdex.com on your case # [redacted] , which was sent to our Executive office regarding an alleged discrimination and billing issue with the staff at the Hampton Inn Marion, INI attempted to contact you, but when I called all I received was a fast busy signalI apologize that I could not make contact with youI would like to state that Hilton is a global company of diverse cultures serving diverse guestsOur hotels have always strived to be a gathering place for all people, regardless of beliefs, race, color, national origin, religion, sexual orientation or gender identityI am terribly sorry for the disappointment and inconvenience this experience has caused youDue to the sensitive nature of your concerns, I need to forward the details to the Brand and hotel’s management team for review and resolutionUnfortunately, all fees charged by the hotel are under the control of the local hotelIt is our goal to provide only the highest level of customer service for our guests, and we deeply regret that we have fallen short of that goalI have contacted the hotel management and advised that a member of their management staff contact you within business hoursBest Regards Larry M [redacted] Executive Customer Relations GA file # [redacted]

Hello Ms [redacted] ,I am sorry for the issues that you were experiencing at the Home2Suites by Hilton Atlanta DowntownI 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 concernIf there are any other issues that need addressed, please feel free to contact us at [redacted] Best RegardsLarry M***,Executive Customer Relations

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

Guest has been advised by the hotel, as well as the corporate offices, that the smoking charge will stand We do apologize; however, we are unable to reverse the fee

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*Executive Customer RelationsFile # [redacted]

Dear [redacted] , Thank you for contacting the Revdex.comI am sorry to hear that you experienced bed bugs at the hotelI need additional information in order to follow up with the hotelPlease 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

[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 11936599, and find that this resolution is satisfactory to me Regards, [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 TNI called you at am CST and I was unable to leave a voicemail as there was no activationHowever I am pleased to respond to your email.Based on the details of your email, I do apologize for any inconvenienceMr [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 business hours as this is within their purviewWe 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]

Guest was refunded one night plus taxWe consider this matter resolved

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 guestThe 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]

All hotels are sold out in the area When a hotel is sold out, we find the next closet hotel In this case, the closest hotel was in Exeter Now, Exeter is sold out and all hotels within a mile radius are sold out as well Unfortunately, we are unable to assist with the reservation request as we are now sold out We apologize for any inconveniences received

Hello Mrs [redacted] We are terribly sorry to learn that you have yet to be contacted by the hotel's Management Team regarding your concernsAs our office received notice from the Revdex.com that the matter was resolved, the file was closed, which led the hotel to believe no action was requiredI have reopened the file and emailed the hotel, including the General Manager, requesting that you be contacted within hoursWe greatly appreciate your patience and understandingBest regards, [redacted] GA File # [redacted]

From: [redacted] < [redacted] >Date: Sat, Nov 7, at 1: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

[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: [redacted] I am rejecting this response because: The complaint is against the Hilton Hotel located at [redacted] Fl ***, tel # ###-###-####Room # [redacted] , confirmation # [redacted] Regards, [redacted] ***

[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: [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 thisThe Hilton did refund the no show fees days later after the charges lead to numerous over draft feesThis account is only used for purchases and we are on a strict budgetWe spoke to our bank and they told us the hotel could release the funds immediately so that the bank would show the release within hoursHowever, the Hilton offered us no resolution such as this and when asked to do this only said that we would have to wait 7-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 dayThen they charged our room to the same card they already had the two supposed no-show (which were not no-show) charges on the cardWe received a receipt for this room charge of going through our account, and then they charged a complete other card for 155, plus Yes, these charges are now offHowever, they have disrupted our cash flow for the past daysWhy 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, dollars (with valet charges) and our one card was tied up for over 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 upsettingeven 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]

My daughter made a reservation for Embassy Suites through a booking agencyHer stay was for night, July 12thHer stay was as planned and had no problems until she checked out She was told she could not have a receipt and the booking card would be chargedThe desk staff refused to give her any receipt for the roomMy bank card was used for the room reservationdays later my account was charged $by Embassy SuitesThe rate through the booking agency was $plus taxesI called the hotel and was told there were no extra charges on the roomThe accounting representative, Ashley, quoted me the room rate of over $per nightI explained that was not the rate I booked the room forShe said she couldn't help meI have proof of my reservation rate, Embassy Suites agrees to take reservations from the booking agencies, I should have been allowed a reciept at check out to alert me of the charges and they should not have charged me for a room that should have been I now have to wait for a possible refund and it has caused insufficient fees at my bankI want a refund of $plus $fee for each item this overage causes in my bank account

[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]

Dear Mr [redacted] 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 yearIn 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

It has been shared with the General Manager of the hotel, I have sent the guest an apology email, I asked her to allow business hours for a reply Best regards, Alice M

[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: [redacted] I am rejecting this response because: I rec’v no offer letter or formal letter RE my stay at Embassy Suites [redacted] , IL *** I have been asked if I accept/decline the resolution but I do not know what the resolution is Regards, [redacted]