Hilton Worldwide

Ned S[redacted]
General Manager
Hilton Fort Collins
425 West Prospect Road
Fort Collins, CO 80526
Dear Mr S[redacted],
I am writing to express dissatisfaction with a recent visit to your establishment.
Checking in on the evening of 13 Jun, I was disappointed when the desk clerk provided neither the complementary water nor snacks we usually receive as HHonors Gold customers. He also failed to mention our eligibility to visit your ninth floor Concierge Lounge. He did, however, promptly charge $8/night for the “privilege” of parking our car in your lot. Adding insult to injury, the Double Beds in our room belonged in a Motel 6 rather than a $200+/night Hilton! (Every other Hilton property in which we’ve stayed in recent memory offered single King or double Queen Bed rooms.) Following an uncomfortable and restless night, I asked about changing rooms as we rushed to grab a quick snack at the Starbucks kiosk.
We were privileged to deal with Mr Rami Abu A[redacted] when we returned on the evening of 14 Jun. As he thanked us for being loyal HHonors customers, he ensured we were moved to a room with a decent bed; and provided a hospitality bag with water, snacks, and a welcome letter. He went on to explain our Concierge Lounge privileges, including hors d'oeuvres and beverages that night, and breakfast the next morning. We were taken aback since none of this was mentioned the previous night. Rami apologized profusely for the other clerk’s failures, offered a complementary movie, and provided coupons for complementary beverages from Starbucks. He is a credit to your organization!
I commend Rami’s dedication to customer service, and ask that you pass along our appreciation to him. Unfortunately, the previous day and night’s shortcomings inspired us to shop around for what we will be numerous future visits to Fort Collins as our son begins his freshman year at CSU. Depending on what we find, we may be back. For $200+/night in Fort Collins, CO, however, I encourage you to include complementary parking and ensure all your desk clerks are as competent and capable as Rami.

Dear [redacted], I am responding on behalf of our Executive Offices at Hilton regarding the challenges that you experienced during your stay at the Hampton Inn Bowie, MD.  Thank you for allowing me the opportunity to assist you.Thank you for taking the time out to speak with me today. ...

After reviewing your correspondence, I can certainly understand your frustration.  Our office has understand your request that due to poor weather conditions the other guest were unable to arrive.  As a one-time exception our office is refunding you in the amount of $134.47. The certificates will be sent to the address as noted below: MS. CHERYLE S[redacted]722 BARLEY HILL LANESUGAR HILL, GA 30518-7135 [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 # 22410263

I reached out to the guest via-email for more information. I was unable to locate by his email address and he only shared [redacted].Alice M[redacted]

The guest received 1000 points in July - no additional compensation will be rewarded.

Mr. [redacted],   Thank you for contacting the Revdex.com regarding your experience with the reservation at the Hilton Doubletree Hotel & Suites in Charleston, SC.  My name is Adrian H[redacted] and I will be responding on behalf of our Executive Office.  I am truly sorry that...

the hotel's cancellation policy would not allow you to cancel the reservation without penalty and the interactions with our Customer Service and Guest Assistance departments as it did not improve the experience you had already encountered.     I will do my best to work with the hotel in order to seek a resolution for this situation.  Please know that I will as well ensure that conversations are taking place regarding the handling of the situation by our Guest Assistance and Customer Care agents, as they should be more of an advocate for you.  I do apologize but the email that you indicated in your notice to Revdex.com was not received and I would appreciate it if you could forward that to me for review.  I am a little confused as well, because I do see the reservation canceled, but you are requesting for a refund in the amount of $1,456.00.  Did the hotel not charge you the one nights room rate and tax, since the reservation was canceled?     I shall await your response so that we can work through this experience.  Should you have any additional concerns, please do not hesitate to contact me.     Best Regards,  Adrian K H[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 11936599, 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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I had multiple email exchanges with Alice M[redacted] and she stated she is investigating the complaint.  I am deeply concerned that she would be sending a message stating she cannot contact me.
From: Alice M[redacted]
[mailto:[redacted]@hilton.com]
Sent: Tuesday, October 20, 2015 11:37 AM
To: [redacted] <[redacted]>
Subject: RE: Revdex.com/Hilton Corporate Office Thank you,Investigating nowAlice M[redacted]- Guest Assistance Senior
Specialist/Corporate Escalations
###-###-####
Hilton Worldwide
[redacted]
Carrollton, TX [redacted]
USA

I am a member of Hilton Honors program. Website and customer service provided inaccurate price information, which I assumed to be accurate, when I attempted to check on the information and make reservations It was not honored. I spoke with 5 different representatives, was treated rudely, and in the end Hilton did not honor what they had advertised. I asked to be connected to the customer service survey that was offered at the beginning of my call but was disconnected.

Please provide us with exact city, state, and hotel for further assistance.

Stay information added:Info 2: VT CC TO HONOR GVT RATE:Info 1: NON-GOVT RATE FRI-SUN NIGHTS OF $299 PER JASON---MUST PAY WITH GOCheck Amount: 1427.34
file  #[redacted] Submitted to the hotel again. The guest agreed to the rate and paid with check

Please provide us with the exact city, state, and hotel in order to proceed.
 
Revdex.com- please send original complaint back over once information has been received.

Hello,
We certainly apologize for your inconvenience.  Please provide the full name and location of the hotel, stay dates, name registered on the reservation/stay, and confirmation number (if known).
Thank you.

Unable to locate the reservation/stay under the name provided.  Please respond with the name of the actual registered guest for further assistance.  Once provided, the hotel will follow-up with the registered guest.

Hello,
Please accept our apologies for your inconvenience.  It is our commitment to work with the hotel to ensure that your concerns are resolved.  I have submitted a file to the Hilton Garden Inn Atlanta Airport / Millenium Center.  Please allow the hotel 24 business hours...

to review and respond to your billing issue.  We greatly appreciate your patience.
GA File #[redacted]
Thank you,
Mia

The reservation was booked through a third party booking site. The guest needs to reach out to the third party company. He mentions he didn't know what hotel was booked. It sounds like a Downtown location and most downtown locations have parking fees that are not parking lots that belongs to the...

hotel. The guest doesn't mentioned the hotel. He needs to reach out to the company who booked his reservation. A[redacted]

It has been shared with the General Manager of the hotel, I have sent the guest an apology email, I asked her to allow 72 business hours for a reply.
 
Best regards,
Alice M.

[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]

[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 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]

Guest was refunded one night plus taxWe consider this matter resolved.

[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]