Hilton Worldwide

I sent the guest an apology email. I have also shared with the hotel - it appears the hotel tried to resolve it while she was a guest at the hotel.
Alice M[redacted]

From: <[redacted]>Date: Tue, Dec 2, 2014 at 11:15 AMSubject: RE: CID [redacted]; [redacted] v. Hilton WorldwideTo: [redacted] <[redacted]>
Hi. I finally did receive a refund, so it's been satisfied.
 
Thanks, [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: They did not respond to or address the complaint in any way. They say their corporate policy is to make it right or it's free - well, saying "the hotel responded" doesn't adhere to their stated policy, and their not adhering to their policy is the reason for the complaint!
Regards,
[redacted]

I will reach out to the guest- A priority letter went out see below
0in 0in 0pt">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

Hello, GA file [redacted] has been created for the guest.  The hotel will reach out within the next 24 hours with resolution.  Thank you for your patience. Regards,Executive Customer Relations

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 RegardsLarry M[redacted],Executive Customer Relations

[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:
From: [redacted] <[redacted]>Date: Thu, Oct 22, 2015 at 10:03 AMSubject: Re: Your Revdex.com Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted],The name of the hotel is Doubletree by Hilton Hotel - Green Tree. The confirmation number is [redacted]. The hotel was booked using [redacted].com. The total amount paid was $130.50. The name on the reservation was [redacted]. Please let me know if you need any further information. Best,[redacted]

Guest has been refunded 248.66

Hello, Mr. [redacted]: Thank you again for your patience while I researched this matter. I sent my response below via email as well. I was able to discuss your concerns with the hotel's General Manager, Dawn M[redacted] this morning. With this discussion and my previous research, I have found that you were originally booked for 1 King Deluxe room and one room with 2 Double Beds. A request to have the rooms connecting was placed on your reservation; however, it is subject to availability at check-in. Our records do reflect you were sent an email confirmation of your booking. Had you have been booked in a King Suite and room with 2 Double Beds, it would have resulted in a total of 4 beds, as the King Suite has a pull-out sofa. It is my understanding the hotel provided you with a room with 2 beds and 2 rooms with King beds, as such, you received a total of 4 beds during your stay. We are pleased to learn the hotel did everything they could to accommodate you and your family to the best of their ability and provided the number of beds you were expecting. In an effort to make amends for your inconveniences, it is my understanding that the hotel has fully compensated you for 2 of your 3 rooms, which totals to 6 nights of recompense. As such, you have paid for 1 room for 3 nights, which totals to $357.13. In an additional effort to make amends for the challenges you experienced with our Reservations Team, and due to your overall experience, I will be happy to refund your room and tax for the remaining 1 room for 3 nights in the amount of $357.13. As the refund will be issued from our office, it will be in the form of a check. The check will be mailed out of our office within 3 business days to the address you have provided to the Revdex.com, which I have noted below: [redacted]Lexington, AL 35648 Mr. [redacted], once again, we are terribly sorry for the challenges that you experienced with our Reservations Team and at the hotel during your stay. It is our hope that you continue to choose the Hilton Portfolio of Brands for your travel and hospitality needs. Best regards,MiaExecutive Customer RelationsGA File #[redacted]

GA File #[redacted]We consider this matter resolved as of 9/13/14.  A refund was issued.

Hello,
Points were posted to account on 8/22/14.  Thank you.

Hello,GA file [redacted].Thank you for your email.  The hotel has refunded the guest for his stay , due to the wake up call concern.  We are unable to assist with any additional monies for the airline flight.  We apologize for any inconvenience.Executive Customer Relations

Hello and thank you for your comments to the Revdex.com.  Unfortunately, we were unable to locate a reservation under your name and unable to reach you via phone.  The hotel was unable to locate a reservation under [redacted].  Please advise of your arrival date and/or confirmation number...

for further assistance.Regards,Jey WExecutive Customer Relations

Ga file [redacted] has been created for the guest.  Please allow 72 business hours to be contacted by the hotel.

Please provide the name of the Specific hotel in Hershey for further assistance.

Hello,
We apologize for the misinformation and inconvenience this has caused. Stays booked through a third party are ineligible for HHonors credit. The guest was provided 3,000 points on 1/5/15 regarding this matter. As a one-time exception, we have posted an additional 8,620 to provide a...

total of 11,620 points towards the stay. This would be the equivalent of the Base Points the guest would have earned if the stay were eligible. For future reference, you may verify this as well as other policies specific to eligible rates on-line by accessing the following link: http://hhonors3.hilton.com/en/terms/index.html#accrual_of_points.
Best regards,
M**
GA File #[redacted]

Ga file [redacted].  We apologize for any inconvenience.  Guest has been advised that 30k points will be the maximum awarded.  We thank you for your understanding regarding this decision.  Thank you for your time.

Good Day,
I am very sorry of the treatment received when attempting to speak with a member of management at the hotel.  I have opened Guest Assistance file number [redacted] to the hotel management , please allow up to 3 business days for a response directly from the hotel management...

team. 
Best Regards,
Adrian K. H[redacted]

Hello [redacted], I hope you are having a good day. I 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, IN. I attempted to...

contact you, but when I called all I received was a fast busy signal. I apologize that I could not make contact with you. I would like to state that Hilton is a global company of diverse cultures serving diverse guests. Our hotels have always strived to be a gathering place for all people, regardless of beliefs, race, color, national origin, religion, sexual orientation or gender identity. I am terribly sorry for the disappointment and inconvenience this experience has caused you. Due to the sensitive nature of your concerns, I need to forward the details to the Brand and hotel’s management team for review and resolution. Unfortunately, all fees charged by the hotel are under the control of the local hotel. It 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 goal. I have contacted the hotel management and advised that a member of their management staff contact you within 24 business hours. Best Regards Larry M[redacted] Executive Customer Relations GA 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: The complaint is against the Hilton Hotel located
at [redacted] Fl [redacted], tel # ###-###-####. Room # [redacted], confirmation #
[redacted]
Regards,
[redacted]