Hilton Worldwide

Review: The manager at the embassy suites on [redacted] was rude. He cancelled my hotel reservation and would not assist me in changing my reservation since I was booked at the wrong hotel. I had to call hilton to switch the hotel. they only switched on reservation when I had 2 rooms. Now I need to call again... I asked for a credit and the lady said she would call me back if she could do anything she said no. I wanted the credit since I had to pay an extra 180 for signing up last minute.Desired Settlement: I want a refund for 180 for the over charge and lack of customer service

Business

Response:

Guest booked his reservation online. We are unable to offer any compensation for this issue as the guest booked online via our website. We apologize for any inconvenience.

Review: Booked a 'guaranteed room' at this hotel and paid with 15,000 HH points. Hotel could not provide the room and failed to refund the points.

Booked room at this property on the Hilton Honors website for Saturday, October 12th, 2013. Upon arrival the room provided had a non-functioning toilet. Requested another room, told none available and plunger would be used to clear toilet. They were unsuccessful, soiled entire bathroom in process. Then without telling us, knowingly sent us to a smoking room, even though non-smoking was on our profile and I'm allergic to cigarette smoke. The clerk purposely jeopardized our health when he could have simply said I only have a smoking room and the we could have declined. We moved to another property using double the point paid for this property. The points paid for this property were not refunded to us.

Hampton Inn [redacted], TX [redacted]###-###-#### fax ###-###-#### [redacted]Desired Settlement: Reimbursement of the 30,000 HH points we had to spend on another room at another hotel because this hotel failed to honor their guaranteed room policy.

Business

Response:

The 20k points will be returned within 7-10 business day. The 30k points guest used at other Hilton will not be returned as he was asked to leave the Hampton Inn due to him yelling at the staff.

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:

The busienss didn't bother to get customer input -- only accepted their employee view. I was not 'yelling' at their employee. I was absolutely speaking with emotion as it became evident the employee knowingly sent someone with allergy to cigarette smoke to a smoking room. I did tell him with his attitude he had no business in this line of work. I would think the hotel owner would be concerned as well given this type of indifferent employee will eventually get them sued for negligence in purposefully endangering a hotel guest.

Regards,

Review: On September 26th, I checked into the [redacted] Embassy Suites and had an awful experience. I have contacted their customer support service via email requesting a complete refund of all charges and have yet to hear anything from them. It has been a week since I contacted them in writing via email and no response.Desired Settlement: I wish to have all funds charged on the card refunded.

Business

Response:

File [redacted] was created on 10/7. Please allow 3 business days for response. If you have not heard from the hotel, please call ###-###-#### and reference the file number.

Review: I RECENTLY WAS AT THE HOTEL VISITING WITH MY FRIENDS FROM NORTH CAROLINA. I NOTICED A FRONT DESK EVERYDAY I WAS THERE MAKING BREAKFAST. I ASKED THE FRONT DESK STAFF WHAT WAS HIS NAME HE SAID [redacted]. HE LITERALLY WENT INTO THE KITCHEN MAY HAD WASHED HIS HANDS BUT NEVER PUT GLOVES OR HAIR NET ON. HE WAS MAKING FOOD TO BE CONSUMED BY GUEST. I ALSO WITNESSED HIM FOLDING LAUNDRY AND THEN RETURNING TO THE FRONT DESK TO COMPLETE DUTIES THERE. THE NEXT NIGHT THERE WAS ANOTHER MALE NAME [redacted] WHO HAD GLOVES ON BUT NO HAIRNET. THE OTHER GUY SEEMED TO HAD BAD SKIN AND WAS VERY SCALY AND ASHY. WITH HIM NOT WEARING GLOVES I WASN'T SURE IF SOME WOULD FALL IN THE FOOD. THE HOTEL SEEMS TO NOT UNDERSTAND THE IMPORTANCE OF HAVING SERV SAFE CERTIFIED EMPLOYEES WORKING IN THE FOOD AREAS. THE MAIN BREAKFAST AREA IS IN THE OPEN AREA OF THE LOBBY. LOTS OF FLIES ARE ALWAYS FLYING AROUND. THERE WAS ALSO A YOUNG GIRL WORKING DURING THE ACTUAL HOURS OF BREAKFAST WHO ALSO WASNT WEARING GLOVES. I WITNESSED HER PUT MILK CARTONS FROM THE FLOOR INTO A REFRIGERATOR TO BE CONSUMED BY GUEST.Desired Settlement: DesiredSettlementID: Not applicable

HAVE SERV SAFE CERTIFIED EMPLOYEES AND IF THEY ARE MAKE SURE THEY UNDERSTAND THE IMPORTANCE OF WEARING GLOVES AND HAIR NETS

Business

Response:

Thank you for the feedback. We will forward to the ownership of the hotel for follow up. We thank you for bringing this to our attention.

Review: I visited this Hilton for Labor Day weekend 2012. Upon my arrival I have paid for the room fees and any charges that were due at the time. I was there for 3 nights. Sometime later in October they recently changed their name from Hilton to Double Tree Hilton and charged my card for the 3 nights stay AGAIN. I called and requested a refund and patiently waited over 2 weeks for it and yet nothing came back in. I have been very graceful and generous as far as giving them the allotted 3-5 business days for the return and then some. I've continued to call and they continue to give me the run around about this return. It is now Nov. 11 2012, a total of 20 days since they said my refund should return and I still have no refund.Desired Settlement: Refund my account.

Consumer

Response:

11:51 AM (24 minutes ago)

Hello,

It has since been resolved.

[redacted], Thank you.

Review: Hello,My boy friend [redacted] and I stayed at The Hilton [redacted] Hotel this past week. (From 7/14/14 - 7/20/14). During out stay we noticed that we attained lice from the sheets inside the room we were staying in (room #[redacted]). We stayed there for six night and only until that Friday did we confirmed that we both were infected by lice and asked for the front desk manager to come to our room. Instead of the manager "James," coming he sent his assistant which had no idea what to do. Very frustrated, we asked them to keep us in the room, afraid that moving us will infect a different room and they will then have more issue to deal with in the future. We also asked them to clean our room thoroughly and to change our sheets and disinfect the room. After coming back a few hours later, we were in shocked to see that the maintenance people left a dirty bar soap, a used shower cap and the card were we put three little lice eggs, to show proof to management that we got lice in our hair. When we contacted James, he apologized one time and said that there is not much he could do besides just have someone come back the next day to clean again. Both [redacted] and felt very displeased the way he handled this matter and we are very afraid that this room is still not clean and possibly allowing customers to come into the room. A week later, we are still treating our HAIR because of this matter. No discount was given or apologies card or gesture given to either of us. As this is the FIRST time I have ever experience such poor service I am uncertain what to do next.If someone could contact me regarding this I would greatly appreciate it.My name is [redacted] ###-###-####Sincerely,[redacted]Desired Settlement: As this is the first time this has happened to us. I am not sure what to do next???

Business

Response:

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

Review: I had to rooms reserved @ the Embassy Suites at [redacted], MO airport location. Reservation number [redacted]. Reserved dates where for 07/26/2014 through 07/27/2014. After checking into the room [redacted] there wasn't a iron in the room nor any towels. I called down to the front and asked that we get a iron and some towels and we where preparing to shower and change clothes to head over to [redacted]. After a hour and half wait and several calls being placed to the front desk the iron of towels never had arrived. We return back to the room after our wonderful adventure @ [redacted] only to discover still no iron or towels. Additionally the room is hot. We called to the front desk once again and this time we where brought towels but no iron. After taking a shower the water in the tub took about 30 minutes to go down the drain pipe. I contacted the front desk to complain about the shower drain issue and the a/c only working in the living room air and not the bedroom area. Oh was I only met with unprofessional and a rude front desk clerk. I was advised that the hotel was completely full. She has gotten several calls about the water drainage and a/c issues. It wasn't nothing she could do as moving us to a different room wasn't a option and I would need to call in the morning and speak to the room desk manager on duty. She then hung up. I was completely shocked. After sleeping in a hot bedroom and not being able to take a shower I called several times to speak to the front desk manager that morning. The manager name was Peggy and she refused to take any call as the front desk lady stated she was in the middle of doing reports. I also called backed once again to contact the General Manager and Heather was the rudeest person I have ever spoken to. As you can imagine I never had spoken to the GM.Desired Settlement: I am requesting a full refund in the amount of $166.02 be placed back on the credit card used to placed the reservation.

Business

Response:

File [redacted] has been created. The guest will be contacted within the next 72 business hours.

Review: I did not receive the notification, that I was promised, from the Hampton Inn management about a room that I had cancelled.

On Nov. 17, I made reservations for a room at the Hampton Inn, in [redacted] Indiana. On Nov. 19, I had to cancel the reservation due to work issues. When I went to cancel the reservation, I was told by the management (of the hotel and by Hilton Hotel's management) that I would be charged for the room. The rate for the room that weekend was almost double the normal rate, it was Notre Dame football weekend. I was told that I had to give notice two weeks ahead of time, if I was going to cancel my reservation. I did not even make the reservation two weeks ahead of time, how can that policy pertain to me? When I received my confirmation of my reservation, there was no indication of the cancellation policy on the confirmation email. On the day that I called to cancel, I was told by hotel management that my room would be put back on the hotel reservation list. When I looked to see if it was on the hotel reservation list, it was not on there for that weekend. I was also told that someone was going to notify me that Friday (Nov. 22) or Saturday (Nov. 23) if my room was not taken by someone else. NO ONE notified me, I could have at the very least offered the room to someone else myself. Also, I looked at the hotel policy for Nov. 23 and there was a same day cancellation policy that stated there were no cancellation fees if the room was cancelled prior to 6pm that evening. How can I be given a different policy? I think the hotel takes advantage of families wanting to get together on Notre Dame football weekends.Desired Settlement: I feel that I should not be charged for the hotel room that I had reserved on November 23/24 at the Hampton Inn in [redacted], IN. I want my money back, plain and simple.

Business

Response:

The hotel has advised that they are unable to refund the reservation. We stand behind the hotel's decision at this time. We apologize for any inconvenience.

Review: Hello,

I would first like to say that I am long-time Hilton customer. The quality of service that I usually receive from the company has kept me coming back time and time again. This is why I am saddened to have to file this complaint but I am at the point where I am frustrated with the current situation. On the weekend of August 31-September 2, I had a large party stay at the Hampton Inn [redacted] for my wedding. While the hotel appears to be both well kept and managed, we encountered a fair share of issues with our stay. I am not one to hamper on small problems so I will keep my complaint to the two largest issues. The first issue is that I used my credit card to hold a guest's room because pre-payment was not taken for the room as was requested when the room was booked. During his stay, the guest had his parents fill out an authorization form which was returned to hotel via fax. Boy-oh-boy was I surprised when I found that I was still charged the full amount for the room. When I called the hotel to correct the error, I was told that no authorization was on file and that I was the only payment listed for the room. When my husband called a few minutes later, the form was magically found. While we were able to eventually correct this issue, I was understandably agitated that I had to deal with the $500+ charge that was unnecessary.

My second complaint is a bit more severe than the first and highlights a real problem with the hotel's system. On the night of our wedding, my husband received a call from his mother that they were locked out of their room that we paid for due to his card being declined for payment. Confused as to the reason for decline, we called the front desk and were told that indeed the card was declined. Concerned, confused, and embarrassed, we authorized the payment to be made on one of my cards instead. You can only imagine my dismay when a few days later, we realized that not only was my husband's card charged with the charges being fully processed, my card was also charged for the room and was fully processed. Upon realizing this, we called the hotel and spoke to a young man, [redacted], who assured us that was some type of billing error that would be corrected "soon". Needless to say, this error occurred on September 1 and is still not corrected to this day.

Again, I understand that dealing with larger parties naturally leads to issues but the hotel's slow response to the issue of my refund and the issue of doubling charging for stays is quite serious and, in my opinion, requires addressing.Desired Settlement: I am requesting my owed refund of $186.71 for the daouble payment collected by the Hampton Inn. In addition, I would like some compensation for the issues of double billing as well as the embarrassment caused when we were told the card was declined and our guests locked out of their room, although, the card was apparently not declined but was in fact charged.

Business

Response:

File [redacted] has been created and sent to the hotel for follow up. Please allow 3 business days

Review: ON APRIP 18,2013 WE HAD TWO ROOMS AT THE EMBASSY SUITES IN NIAGARA FALLS FOR THREE NIGHTS WHEN I SIGN IN TWO DIFFERENT REG. CARDS THE PRICE WAS $135.00 PER NIGHT FOR THREE NIGHTS APRIL 18,19,20 2013 THEY HAD A FALLS VIEW ROM THAT I COULD UP GRADE FOR $25.00 PER NIGHT SO THAT ROOM CAME TO $160.00 PER NIGHT FOR THREE NIGHTS AND THE OTHER ROOM WAS A FALLS VIEW ROOM AT $155.00 PER NIGHT FOR APRIL 18,19,20 2013.WHEN I CHECK OUT IN THE MORNING THE BILL HAD A INCREASE OF $69.60 FOR ONE ROOM AND $96.13 FOR THE OTHER ROOM AS THE CKERK TO SHOW ME AND GIVE ME A COPY OF THE REG. CARD THEY HE REFUSED AND AS FOR A MANAGER AND SHE REFUSED TO GIVE ME A COPY I TOLD HER THE NIGHT CLERK TOLD ME AND MY WIFE THAT THE ROOMS WOULD BE $155.00 AND $160.00 PER NIGHT FOR THREE NIGHT APRIL 18,19,20 2013 AND SHE SAID I WILL REP. HIM YOU LOSE.Desired Settlement: I WOULD LIKE THEM TO STAND BEHIND WHAT THE CLARK TOLD ME AND MY WIFE AND WHAT I SIGNED FOR WATCH AGAIN I SAY THEY REFUSED TO GIVE ME A COPY. SO I WOULD LIKE THEM TO PAY ME THE MONEY OF $69.60 AND 92.80 FOR BOTH ROOMS THAT THEY OVER CHARGE ME.

Business

Response:

Guest was charged correctly per the contract signed by the group. There will be no refund forthcoming at this time.

Review: I reserved a non smoking room during the [redacted] convention this past spring. When I arrived to the room it smelled terrible of smoke, I reported this to the night manager and they did offer me a new room. The next room was just as bad with the smoke smell, they told me that was the only room they had available as they were sold out. I moved to another Hilton Hotel that had a NON smoking room available. I was charged over $5,000 for a room I didn't stay in. They said there was a no-refund policy however, they couldn't provide me with a NON smoking room which is what I reserved in the first place. I had my Administrative Assistant call the next day and they told her that they were completely sold out, so obviously they sold my room as well as the other smoke room that they offered me. With that said they not only charged me an insane price for not staying they also booked it out again and received another payment from someone else.Desired Settlement: I would like them to credit my [redacted] account that they charged.

Business

Response:

Pleaser provide us with the exact hotel, exact date, and confirmation number if available.

Revdex.com - once received, please provide information and FORWARD the original complaint back over.

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:

The Hotel was the Homewood Suites By Hilton [redacted] /Airport Property number is [redacted]

The check in date was March 5, 2014

I do not have the confirmation code on my [redacted] Bill.

Respectfully,

P.###-###-####

F.###-###-####

[email protected]

www.blueskytherapy.net

Regards,

Renee Halfhill

Business

Response:





This is the email sent to the guest on 3/7/14

3/7/2014 3:39:35 PM [redacted] From: [redacted] Sent: Friday, March 07, 2014 3:39 PMTo: [redacted]Subject: Homewood Suites by Hilton [redacted]

Dear [redacted],

I have received a copy of your communication with Hilton Guest Assistance regarding your reservations at Homewood Suites by Hilton [redacted]. I am also aware that [redacted] has spoken to Connie R[redacted], Director of Sales, in regards to this reservation. This reservation originally shows for 12 days arriving on March 5th that was reserved on August 13th, 2013. At the time of the reservation, the cancellation policy was non-refundable and non-cancellable. It is my understanding that upon arrival, the room smelled of smoke. I regret that this may have been the case; however, the staff offered an alternate room to which was declined. This reservation was booked early for an extended period of time over a high demand time in [redacted]. We have been declining business due to the guarantee of this reservation. All reservations during this time period were held to the same policy and therefore, no overbookings were allowed. The charge for the reservation will not be refunded.

You are a valued member of the Hilton family. We appreciate your loyalty. I am unable to speak for the additional future business that you have with the Hilton family of hotels. The reserved room is still available for you at our hotel. If you are interested in relocating back or perhaps you have a co-worker or someone in need of a room in [redacted], we would be happy to make the changes for you.

Please let me know if I can be of any further assistance.

Kind Regards,

Elizabeth J[redacted], GTP / General Manager / Homewood Suites by Hilton - [redacted] / [redacted] Texas / [redacted]P: ###-###-#### / F: ###-###-#### / [redacted]

Review: On July 22, 2013, I booked reservation at the [redacted] Hilton [redacted], California at a rate of $110.00 a night. On July 29, I received a call from [redacted], rude member of your company saying that I would be required to show orders for my stay since it was booked at the government rate. After I explained that I was not in the military and in fact a government employee and would provide government identification, he insisted that I pay for my stay with a government provided credit card instead of cash. I said I would be paying for my stay with cash and asked that he not call and harass me regarding a reservation booked for next year. Hours later, I received an email from [redacted] stating my room rate will be doubled to $299.00 a night plus taxes.Desired Settlement: I would like a phone call from your corporate headquarters regarding receipt of this complaint. Also an adjustment to my reservation back to the room rate in which my reservation was booked under, including my requests of two double beds, high floor and away from elevators.

Business

Response:

To receive the government rate, the guest must be on official government business or the hotel will not honor the rate. A file has been submitted to the hotel and the guest will be contacted within the next 72 business hours.

Review: I booked 2 rooms for $138 ea. - Total $276 for 08/09/14. I wrote down the Confirmation#: [redacted] and showed up and was told the reservation was for checking out 08/09/14. When I booked, I confirmed those dates. I tried booking both rooms again and they were sold out. I didn't have a chance to stay and my credit card was charged.Desired Settlement: Refund of $276.00

Business

Response:

Guest booked incorrect date online. Guest also provided hotel with email advising that he booked the dates and forgot to cancel. Here's the email the guest sent the hotel:

We just checked into one of your rooms. We are private flight crew that was suppose to fly in yesterday. But do to weather in the east we didn't make it. My company left it up to me to switch the rooms to tonight. With all the chaos in the job I forgot. We showed up today by cab unfortunately finding all this out. To make matters worse you were all sold out. Your two nice front desk staff tried to find us reservations and couldn't anywhere at all. So we decided to rent a car and drive to Rochester, the next closest available Hampton, which we like. We were not able to find any rental cars. After hours in your lobby one room opened up. We wete left with no choice but to share a room. I guess it could be worse. Anyways can you please credit my card back for the reservation confusion yesterday. Unfortunately in my line of work thats happens occasionaly and the hotel understands especially for flight crew. I would really appreciate it.

Hotel has advised that they were sold out and can not refund the rooms. With this, we are unable to assist with a refund.

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: All the hotel did was attach an email from me to which they edited. They changed and left out portions that were non favorable to their case. Very unprofessional.

Regards,

Business

Response:

Unable to assist with refund as guest booked reservations online.

Review: I usually always stay at this hotel when I m in KC, this visit my credit card was charged 25.00 more than I expected. I was not informed of this charge, and it has never happened before. I keep good teach of the money I'm spending.I called and talked w/Christian A[redacted] Manager, he was less than understanding with the customer, he told me I was wrong and that this is always done to cover expenses that "maybe" exercised in the room. His attitude was awful, not sorry for not informing me. He was less than accommodating. Also the air conditioning didn't work, and they didn't have enough food for all the customers for breakfast this morning. I think I might do my business elsewhere an inform others of this less than professional manager of this hotel. I don't understand the need to use my money and not inform the customer. Thank you for any attention you give to this matter. Its supposed to be an up and up hotel, I think they do a lot behind the customers back and don't inform them.Desired Settlement: an apology from this arrogant manager, and a little more understanding. He is horrible dealing w/customers.

Business

Response:

Please advise of the exact city, state, and specific hotel. Also, it is Hilton policy that we hold an additional amount for "incidentals". If this amount is not used, it is released back to the credit card within 7 business day. For example, if your room with tax is $200, our hotel might hold $50 for incidentals. If, at check out, the guest has not used the additional $50 will be released.

Review: On August 8, 2013, I attended a time share presentation at the Hilton Hawaiian Village Waikiki Beach Resort and was told that I would receive $100 in Hilton dollars and 40,000 Hilton Honors points. I was given the $100 in Hilton dollars at the end of the presentation and told that the points would appear later. On August 11, 2013, the 40,000 points did appear in my Hilton honors account. In October when I logged on to make another Hilton reservation, the points were gone. I was in e-mail contact with [redacted], who indicated that she was checking on the issue, but she has since failed to respond to e-mail messages.Desired Settlement: I would like the 40,000 point redeposited into my account.

Business

Response:

File has been created and sent over to HGVC for contact.

Consumer

Response:

I certainly accept that a file has been created and sent to HGVC for further assistance but I do not accept that as final resolution to this complaint. Thank you

Review: [redacted]

I am rejecting this response because:

Regards,

Review: CS rep [redacted] ID # [redacted] refused to help me with my Hilton Honors account. All info in account was incorrect and she refused due to BOGUS security questions that I don't k now the answer to. TOTALLY RUDE WOMAN! my act # [redacted]Desired Settlement: Look up my account and help me use my rewards!

Business

Response:

Revdex.com ID # [redacted] / [redacted]

Inboxx

[redacted] <[redacted]>

1:23 PM (13 minutes ago)

to me

Hello [redacted],

The Revdex.com complaint id # [redacted] from [redacted] should not be against our business. **. [redacted] has never stayed at our hotel (Hilton Garden Inn Philadelphia Center City). I did call Hilton and found out that she did stay at the Hilton Garden Inn [redacted] in [redacted] California on June 18, 2013 and also stayed at the Hilton Garden Inn [redacted] Hotel in [redacted] California on September 12, 2013. Thank you very much for your help and please let me know if there is anything additional information you would need to close this case against our business.

General Manager

Hilton Garden Inn Philadelphia Center City

1100 Arch Street

Philadelphia, PA 19107

Direct: ###-###-#### Fax: ###-###-####

Cell: ###-###-####

www.philadelphiacentercity.hgi.com

Review: The Hampton Inn in [redacted], NC has a bizarre policy on smoking. The rate permitted for smokers is substantially less than for non-smokers. Upon my complaint they could offer no reason. It would have been cheaper and more reasonable if we were smokers (they are ignoring the health issue and encouraging the lower price for any age smokers). The price for the smoking rooms are $79.00 and the price for the non-smoking rooms are $94.00. They do not permit pets and yet encourage smokers. We have complained to them and higher HI offices to no avail except sympathy. Amounts to this; I am being penalized for being a non-smoker. Does any of this make sense in this day and age?Desired Settlement: DesiredSettlementID: Other (requires explanation)

Make the same rate for all patrons; smokers or non-smokers.

Business

Response:

9/17/2013 11:18:57 AM [redacted] GM has responded to guest complaint by email as follows: Thank you for your comments on the policy of our room types and rates for the Hampton Inn [redacted], NC. This is not our standard practice in lowering the rate for smoking rooms as we are conducting a study on room type’s verses rates. Your concerns will be part of our next review meeting so that we may offer the best service and rates to our guests. Thank you once again and I hope you will consider staying with us on your next visit to the [redacted] area. [redacted] / GM

Review: My husband and I saved up for this stay at the Hampton Inn because we wanted a special night with the whirlpool jacuzzi. I reserved the room and requested an early check-in. Regular check-in is 3pm but we needed the room at 8am. I called several times the week before to make sure the room wasn't checked out. The last time I called was the night before, at 11pm. I was told that no one checked the room out. Upon our arrival at 8am, the front desk clerk told us with a smirk on her face that the room had been checked out. Her name is [redacted], and she seemed to be having a great time telling us the bad news. We told her to cancel our reservation. No one ever informed us about a cancellation fee. We were charged $197.00 for the room that we never even saw! I called to try to dispute this with the hotel manager and he was very rude and uninterested in my situation. [redacted] was also very rude, sarcastic, and very defensive about everything she did and said to us the day of our reservation. She claims to have held the room for us even though we cancelled the reservation. That makes no sense. I have tried to call and talk to the manager and [redacted] again in hopes that they could lessen the fee charged to my card, but they were both rude and unsorry for my situation. They sounded like they were so glad to have stolen my money. I feel very cheated by the staff of The Hampton Inn in [redacted], CA.Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded the entire amount because I feel like the staff was toying with my emotions the whole time. Their level of sincerity was nil. Their sarcasm and poor customer service has caused me to ask for no less. If the company does not want to refund the entire amount, the most I will pay is $50 since they SAY they held the room for me... ONLY if I absolutely have to pay a fee.

Business

Response:

Guest disputed the charge with her bank.

Review: Charged me much more for hotel room than what they told me on phone when reserved, complained but no response back from manager.

When I called for a reservation for a room for August 19th, 2013, the person told me I would have a standard king room for $129.00. When we checked in I signed a paper with the amount for $159.00 which I thought included taxes. When we checked out the next day our total was over $170.00 and when the girl checked what room he reserved us in, it was a Jr. Suite King room which it not what we were told we would get. I have never stayed there so I didn't know that our room was a suite. I just assumed a living room came with the standard king room. I told the girl what room and the price I was told but nothing was done about it, just a "sorry". If our room would have cost $159.00, we would have stayed somewhere else. $30 might not be much to some, but we have 2 kids to support and $30 buys me formula for my baby. I don't want a full refund, even though I would appreciate that, but I would like to have the difference refunded. I complained to the Hilton Customer Service, they said that sent an E-mail to the General Manager but I have not heard a response and it has already been a week. I contacted them again but nothing. Last year we set up a reservation through Hilton Garden Inn and wanted a King room, when we got up to our room it was a double queen room. The hotel is beautiful and clean but I am not impressed with the Customer Service, the customer should matter not the money.

ADDITIONAL DETAILS:

Case is being handled by another organization: Hilton Customer ServiceDesired Settlement: I don't want a full refund, though it would be nice, I just want the difference paid back. Thank you.

Business

Response:

Please provide us with city, state, date, and specific hotel.

Review: I had an extremely poor experience during my most recent stay. It began with the desk staff announcing our hotel room number to the entire lobby as we checked in; this was an extreme breach of our personal security. Then we were aggressively driven to our reception (we were there for a wedding) and eventually left behind by the hotel at about 1am waiting for our pick up; turned out the hotel shuttle was being used to transport other guests to a liquor store at the time. Finally arrived back at the hotel by taxi and were greeted by a security guard who was attempting to intimidate us. He was leaning up against the front desk, making sure his presence was known to all parties present. A guest came up to the front desk and was having issues with his room keycard and while it seemed to be the guests fault, the security guard made comments about the guest as he walked away. The guard just seemed like a bully who wanted to establish that he was on duty and was in charge. I have contacted both the general manager and the assistant general manager of the hotel and I only received a general response back, apologizing for the poor customer service and attempting to justify what happened.According to the Hampton's website (http://hamptoninn3.hilton.com/en/about/satisfaction.html) I am not expected to pay for my stay. This was also voiced to the GM and it was ignored.

Product_Or_Service: Hotel RoomDesired Settlement: DesiredSettlementID: Refund

I would like to have my $109.89 refunded back onto my credit card.

Business

Response:

Please provide city, state, date, and hotel for further assistance.