Hilton Worldwide

Please provide us with the specific hotel and date of stay

Hello,
The guest contacted our Guest Assistance Department under GA file number [redacted].   All claims are being referred to the hotels insurance company for handling as will cannot intervene on a situation regarding loss/damage of personal property.  We cannot override the decision...

of the hotel insurance company if they have denied a claim.  I did try to reach the property, but they are still not operating and requested that we do not leave voicemails as they are limited in accessing them.  They provided an email address of [redacted].  The guest will need to follow-up with the hotels insurance company or the hotel regarding his claim. 
Thanks,
Adrian *. H[redacted]

Hello Ms. [redacted]     I am responding on behalf of our Executive Offices at Hilton to a Revdex.com case #[redacted] regarding service issues at the Hilton Oakland Airport.  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.  I have created a guest assistance file # [redacted] to send to Brand management for review with the hotel staff. I have checked through our reservation systems and the hotel website and they all reflect that the hotel charges a parking fee of $14 dollars a night. I see that the reservation was booked through a third party maybe that is where the wrong information was received.   I would like to extend my most sincere apologies, on behalf of the front desk agents and their superiors, for the unprofessional and discourteous service you received. Due to this inconvenience, I will refund you one night room and tax and parking fee, for a total of $326.25. The refund will be in the form of a check mailed to the address in the file.   Service Excellence is a key focus to building and maintaining our customer base and we, humbly, thank you for choosing to stay at our Brands for your personal and professional travels!     Warmest regards     L[redacted] Executive Customer Relations

5 nights were given as a goodwill gesture.  Unfortunately, we are unable to issue any more certificates.  These certificates are valid at ANY Hilton, including the Waldorf Astoria brand.  Thank you.

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

[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]

I accept the business's response to resolve this complaint. I wil wait to see if Business makes refund.

I left an expensive bag containing a Panasonic Lumix DMC fz150 camera in my hotel room closet. I called within 2 hours of leaving the hotel to report my missing items. The items were located by housekeeping and I was told my property would be mailed to me. Over a month went by and my items never arrived. I called again and got the run around so I asked to speak to the GM. I got his voicemail and I left him a message asking him to return my call. A week later my call was never returned. I called again and asked for the GM. I was again sent to his voice mail so I left a message asking for a prompt response. I have never gotten a return call. I call once a week and ask for him - he NEVER answers the phone and NEVER returns my call. My items are worth around $400 and I want them back!

From: Kristen H[redacted] <[redacted]@hilton.com>Date: Sat, Feb 28, 2015 at 1:43 PMSubject: FW: Revdex.com -[redacted] -5/16/2014 ([redacted])To: "[redacted] ([redacted]@myRevdex.com.org)" <[redacted]@myRevdex.com.org>Cc: Kristen H[redacted] <[redacted]@hilton.com>Hi [redacted]-Please update the complaint with the following response below: "We consider this matter resolved as of June 2014.   Guest Assistance File [redacted] confirmed a check was issued on 6/30/14". Thanks!Kristen

Dear Mr. [redacted]
Thank you for contacting the Revdex.com, it is a pleasure to assist you.  I would like to apologize about the issue of injuring your fingers at the Embassy Suites New Orleans Convention Center.  These type of incidents  are typically handled...

by the hotel's insurance company.  I will contact the hotel and follow up with you within 24 hours.  Thanks for your patience and the opportunity to assist you. 
Kindest regards,
 
Valerie S[redacted]
Corporate Guest Relations
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:
 
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]

So I stay at Hampton Inn and Suites Fort Myers Beach, Fl this past Labor Day weekend and 1. The room looked like it had been express cleaned as I found trash behind coffee tables and the sheets were dirty with sand-spurs on them and 2. I left my work clothes in the closet on accident upon departure and called today to see if the housekeepers have turned them in and they conveniently DISAPPEARED and the housekeeper said she hasn't seen any clothes. Needless to say, I will not be staying with Hampton again. No one apologized or acted as if this was even a big deal. Those clothes were expensive and this needs to be corrected. It's not like I flew on a plane where they might have been lost in transit. They aren't in my car, my house, suitcase, etc so one of your employees has taken it upon themselves to steal. Apparently you hire thieves.

Review: I was searching on [redacted]/hotels and noticed both an ad and a normal result for booking directly through Hilton.com at a rate of $143/night for the dates of May 25th - May 27th. When I called the hotel they said there were only a certain number of rooms available at that price and they are all sold out, yet the ad and rate remains advertised through [redacted].Desired Settlement: Just want them to honor their advertised rate online.

Business

Response:

Ga File [redacted] Rates are subject to availability. If rate is unavailable for the dates selected, we are unable to honor the rate. We sincerely apologize for any inconvenience of rate not being available. This case is considered closed and resolved

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Rates being displayed should be subject to availability, I agree. This company is purposefully continue to display rates that are unavailable through ads for specific dates. So even though they say they are unavailable, they continue to put ads out there displaying unavailable rates. Bait and switch at it's finest.

Regards,

Business

Response:

Rates are subject to availability. If rate is unavailable for the dates selected, we are unable to honor the rate. We sincerely apologize for any inconvenience of rate not being available. This case is considered closed and resolved

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Bait and switch. Take down ads that advertise rates for specific days, when you no longer have the rates for those days. The same response over and over is not going to convince me otherwise. This is a shady business. They know they are advertising rates they don't have anymore. It's a scam, and they know it. Take the ads down when the rates are gone, it's pretty simple.

Review: During a business trip to Los Angeles California I decided that as a loyal Hilton Honors customer I would be staying at the downtown Hilton [redacted] in Los Angeles California. The morning of my departure date in April of 2014 I called the front desk to ask for an extended checkout time the hotel said I had until 12PM to checkout. I left the hotel that morning to go for coffee and breakfast and upon returning to my room to retrieve my bags before my flight I had found that my room had been vandalized. My clothes were scattered all across the room my [redacted] bag had sustained damage, and all of my items were thrown on the table. To my immediate shock I looked for my checkbook to see that money had been taken. I called the front desk and told them that I would be down to see the manager ASAP as my room had been broken into. The manager greeted me as I arrived and he said that he would check into the situation and that the maid had been the only one in my room. The head of housecleaning was their translating from Spanish to English as she was questioning the maid, and she was unaware that I am fluent in Spanish. The maid said that she was someone who looked like me enter my room at 11:30 in the morning although he was wearing shorts and not the attire I was. The maid said she knocked and the person stated they would be checking out soon. The manager assured me that I needed to wait for the police to arrive, and I gave him all my contact information as I left as I had a flight to catch to go back home, and could not miss it as a family member was ill and I needed to get back. I told them that I wanted to be contacted and was not happy with this stay at the Hilton. I called a month later and the manager was unavailable, and they stated he would call me back Monday. Fast forward to last week and I messaged corporate they said that they needed 3 Business days to get a response and they would be in touch. I messaged them 5 Business days later, and no response from them. I have never felt like I should question the honesty or credibility of the Hilton Staff until now that is. I am requesting a full refund or credit for my one day stay of $400.00. This isn't something that I would normally do although I feel like had this not been a staff member that was in my room they would have given me a response.Desired Settlement: I would like a full refund for $400.00 or a credit posted to my Hilton Honors account listed under the name [redacted].

Business

Response:

Refund in the amount of $351.22 has been processed and will be mailed to the address on file.

Consumer

Response:

[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.]

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,

Review: I0After booking a trip with a hilton employee they transferred me to a Mr Taylor C[redacted] badge number [redacted] this was on July 7th. He offered me a discounted price for one of there resorts. I explained to him I travel with my four grandchildren and the room would have to accomodate them as well. He quoted me $546.50 and I would have to go to a presentation. The presentation was ok but I refused because of price. He then said " ok here's what I will do....you just need to pay $197.73". I said thats for rwo nights two adults and four kids, yes that is correct. Ok I will do that. Gave him my credit card etc. never got a confirmation so I called back and spoke to Gerda P[redacted], she gave me my confirmation number[redacted]. I was very pleased. On July 14th I called to book our stay and was told the rate mr. C[redacted] gave me was for a standard room. Oh no. I explained to her he told me 3 day, 2nights and a two bedroom condo. Her name was jessica. She then got Veronica on the phone. I was told Mr C[redacted] was not there to confirm what I was saying so they could not honor this deal (calling me a liar?) They are refunding my money. I feel they need to take the time to get the true information and honor this deal!Desired Settlement: I would like my 3 day 2 night stay in myrtle beach for August 9th and 10 as originally offered to me

Business

Response:

File [redacted] has been created. Guest will be contacted by a member of Hilton Grand Vacations Club.

Consumer

Response:

[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.]

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,

Review: Checked in on Friday, Sept.13 for 2 nights. I was in town for the weekend. Friday night there was a party in the hotel lobby that was so loud that I couldn't get any sleep. It was also noisy outside the hotel. I called the front desk 4 times from 10pm until 1:30 am with no results as to stopping the noise. When I checked out the next morning due to the noise, I was told that I could not get a refund, but I could get Hilton honors points for a night. I had to repack and didn't get any rest the first night so I requested both night refund. The hotel did refund one night and the manager will not take my calls or return my calls. I think this is very poor customer service on the part of the manager. I will not stay at that hotel again and will tell everyone I know about the service there. I think I should have received credit for both nights.Desired Settlement: DesiredSettlementID: Refund

Credit for the first night that I couldn't get any sleep.

Business

Response:

Please advise the guest that she will receive a refund check within the next 10 business days.

Executive Escalations

Hilton WorldWide

(P) ###-###-####

Consumer

Response:

[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.]

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,

Review: On Saturday August 30, 2014, I checked into Hilton Honors [redacted] Washington DC [redacted] around 7:00pm. I used valet service compant [redacted] for my vechile for the evening. Upon checkout on August 31,2014 I retrieved my vehicle [redacted]. Opening the back of the truck to find that someone had broke into my vehicle with an intent to take possenions. A [redacted] Amplifier was disassembled from the 12 inch speaker. This cause excessive damage to the rear trunk area of vechile There were no signs of focred entry into vechile. The only keys that were present was with the valet service named [redacted]. When notfiting the Hotel staff and manager, they were not very helpful with provdinging information to take care of this issue, nor did they notify the authorities. I called the police to the scene to document damages to vechile.

Manager Kristopher K[redacted] eventually assited with documenting loss. Another manager on duty, I was told his name was "Twan" accounting manager was very rude, disrespectful, did not assist, did not wear a name tag to identify hisself nor help with the situation. His customer service skills as a manager are non-exisiting.

I was told someone would contact me Tuesday September 2, 2014 to discuss the resolution of the property damage which occured at [redacted]. To date no one has contacted me.

Once I got home, I checked my account to notice [redacted] overcharged my stay of over $300. Only stayed one night in hotel and was charged for 2 nights. Vechile was broke into and damaged. As a customer I should not have to call and get this issue resolved. This is the worst service I have encountered with any 4 star Hotel.

I have stayed at this [redacted] on plenty occassions, but after this espoide, I will never revisit this location again.Desired Settlement: Repair of damage to vechile. Refund of overpayment.

Business

Response:

We take these cases very urgently and with the utmost importance. Upon alert that there was a concern regarding a vehicle that a guest of the hotel had parked with our valet company the manager on duty went out to the front drive to assist. The guest informed the manager that he believed that someone had attempted to steal the speaker and amplifier from his car. He stated, however, that nothing was actually missing from the car. The manager informed the guest that he would need to fill out a claim form to be filed and sent to the hotel’s insurance company. The guest indicated they wanted to file a police report and the guest was informed that they are more than welcome to call the police and that we, the hotel, would comply with any investigation. The police arrived and took a report. Per our standard operating procedure, the guest filled out our Property Loss/Damage Report and the claim was filed with our insurance company. As far as we are aware, our insurance company is still conducting their investigation.In regards to the overcharge to the guest credit card, the guest reservation was made for two nights and this incident occurred after the first night. It was not made clear by the guest that they had or were intending to check out a day early so the reservation ran for one more night, as booked. When the guest called to question this charge, the second nights charge was promptly removed and refunded to the guest. During this same conversation the insurance claim number and contact information was given to the guest. Subsequent calls by both the hotel and valet parking company to the guest have gone unanswered and to no response.

Review: The Hampton Inn Hotel in [redacted], VA, offered our family a room rate of $29 for a stay on May 3-6 and 2 rooms from July 1-8. The reservations were made in February 2013. My husband sent an email requesting the $95 rate that we received in the summer of 2012. He explained that we would be in the area visiting our son who played baseball. The manager at the time gave us what we thought was a baseball team rate of $29 dollars. We were thrilled! We enjoyed our stay in May when we went to visit him and didn't have any problems. On June 20, [redacted] called from the hotel quizzing me about how we got the rate of $29 and she said the hotel would not honor the rate and our reservations for July had been canceled. She was rude and accusatory about how we received the rate. I gave her my husband's number, and she was just as rude to him and she acted like we had done something dishonest. [redacted] and the other manager informed us that the $29 was a rate for employees of Hilton. We had no idea, and further more, we were never asked to show any identification during our stay in May. We never pretended to be someone else; we openly discussed with the front desk clerks the reason for our visit. We assumed we were given some sort of baseball team rate.

We still have not received a cancellation notice, an email, or a letter explaining the problem. We were even told that it would be in our best interest to let the matter drop and if we pursued, we would get the manager that made the reservations fired! You can imagine our shock and concern. We would have gladly paid a higher rate; that is not the issue. The issue is the late notice and rude treatment by the management at this hotel.

If the rate was given to us incorrectly, the management should have contacted us in a polite manner and explained the situation instead of treating us like dishonest people. Furthermore, I do not understand why the hotel waited until 11 days before our scheduled arrival. It was very difficult to find accommodations for the Fourth of July weekend and we had invested in six airline tickets.

Any help you can give us would be appreciated. Thank you for taking the time to review this complaint.Desired Settlement: I would like a letter from the Hilton Hotel corporate offices acknowledging the unprofessional and disrespectful behavior of the managers at the Hampton Inn and Suites in [redacted], VA. A letter from the managers themselves would also be appreciated.

Business

Response:

Guest was advised on 6/20 that the rate received was for team members. As the guest is not a team member, we are unable to assist with a rate reduction. We do apologize.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The primary complaint was not about the room rate, however, it referred to the unprofessional and rude management at the [redacted] property and the late notice of the cancellation of the reservation. I'm disappointed the response did not apologize to those concerns.

Regards,

Review: I booked this with my hilton honors card, when arrived I walk in with my 2 and 4 yr old, to a loby full of intoxicated people, was told by staff "this is a business hotel" dont bring kids. Then was charged to much for 2nd night, when I asked she said it was charge, then told me that she put hold on cc/ for any overcharges, but they charged my card $25.00 2x's this caused overdraft of $35.00 each, yes I got the $25. back but not the overdraft they caused. Then I was treated poorly over and over told to "get a life" when I asked about why the pool was closed, then I had to book again the next weekend I was there on business, hoping it could be not the same, this was worse, I paid with cc/ for room for 2 nights, had my children again, this time my grandson was approached by a drunk man, pushed out of the elevator, I was then told by a older woman at the desk to say somewhere else this was for business people, then when I got up to go down for breakfeast, I was told by staff to take my kids upstairs they dont belong down here, this is for busines people, comeon I paid for this. After this I was upset, was told again to book elsewhere. When I got home and checked my cc/ they charged me 2 times the day I got there, then again on 2 days after I got home they charged me full price again. This is just not they way it should be. I contacted Hilton HOnors, filed the complaint with them, I was emailed by the staff at the hotel, never got an Im sorry, never got paid back for the overcharge, the just kept talking abou the 25.00 hold, never reading my complaints at all. Never telling me "sorry" about how I was treated. I was offered 2 day coupon at the same hotel, now there is no way I would ever stay there again, or 25000 hilton honors points, (this is not enough to even cover 1 night, I emailed them several times to get the taken care of, with no reply. Hilton itself only emailed me once. No reply.Desired Settlement: I eather want my money back, or points to cover stays to make up for the 4 days I was there in total. I am not asking for anything else just this. I was mistreated badly by staff, and had money stolen from my bank account.

Business

Response:

Unfortunately, we are unable to grant the guest back 4 nights. She can either receive the 2 nights at the hotel or 25k points. She will need to email the hotel back, as they did email her, to let them know which she would like.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

business has a 100% guarentee

Review: This hotel treats its guests terribly.First, I was promised a double bed in my room. That did not happen. The floor we were on smelled like smoke and feet. The room had moldy and dirty ceilings and floors. The room service was slow and didn't answer after four calls. The restaurant service was the worst I've ever experienced. It took an hour to get our food and the manager took his time to check on us. They lost the credit card on file at check in and made me leave my room, come to the front desk to give a new one, and would not listen to any complaints I wished to discuss. I will never stay here again, and I will never recommend this hotel to anyone I know. I will tell of the terrible service and how poor I was treated. This hotel gives Hilton a bad reputation and I will not prefer any Hilton hotel over another. Also, when I ordered room service after finally getting through, they promised 30 minutes and I had to call 45 minutes to 1 hour after, every time. This hotel is not worth a dime of what they charge.Desired Settlement: I would like to be reimbursed for all of my slow room service charges. This hotel is an embarrassment.

Business

Response:

I will respond to the guest and request for more information. I will take care of it.

Alice