Hilton Worldwide

Review: Fraudulent and unauthorized charge to my credit card

I contracted a room at Hilton [redacted] via [redacted] and [redacted] check in date 2/5/14 and check out date 2/6/14. The offered and accepted price was $39 plus tax. I confirmed in by phone and in writing with [redacted] customer service and with [redacted] by phone on the same date that there was no issues with the pricing or legitimacy of the transaction. On 2/7/14 Hilton fraudulently charged $331.89 to my account on file with [redacted]. I am responsible only for the contracted price of $39 plus tax, as well as a restaurant charge of approximately $15, NOT $331.89. Hilton has refused to correct the fraudulent charge, blaming the third party [redacted]. I have all documents related to this transactionDesired Settlement: Credit for $331.89 and recharged for $39 plus tax and the approximate $15 restaurant charge.

Business

Response:

File [redacted] created and sent to hotel

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: I did not see any attachment response from the Hilton. Not sure where to look though. Thanks.Regards,[redacted]

Business

Response:

Hilton Guest Assistance File NUmber: [redacted]. We consider this matter resolved as of 4/2/14. The guest was issued a "Be my guest" voucher valid for one free night.

Review: I arrived in [redacted] on Friday morning & taxied straight to my hotel, The Hilton in Downtown [redacted]. The room reservation was in my friends name [redacted]. I had chosen this hotel because I was running the ING Marathon & it was close to the race start. After dropping our stuff off in the room, my friend & I headed out to go explore the city. After returning to the hotel very late, my friend & I went straight to bed. Upon waking up I came to realize that while out on the town on Friday someone had broken into our room and stolen my laptop & portable gaming system, over $1500 worth of electronics. That was only the beginning of the horrors that would last for the next 2 days. Upon informing the staff of what happened I was introduced to the head of security. After helping me file a police report, in which the police told me they would not be investigating the matter, the security officer said he would conduct his own investigation but it would take about a week, and that he would "get back to me". I headed back to the room convinced there was nothing else I could do and sure I would never see my stuff again. After spending some time in the room, I decided this was completely unacceptable, how could there be nothing they could do for me while I was still here in [redacted]? Were there no forms I could fill out? Was there no type of insurance policy the hotel had? I decided to go back down to the lobby and try to contact the manager, at which time things started to get really bad. My roommate and I were yelled at and they refused to let us see the manager claiming there was nothing else they could do for us. After much arguing they finally agreed but said we would have to wait in our room if we wanted to see her. When the manager finally arrived at our room she was rude, disrespectful and accused me of lying. She offered no type of compensation whatsoever, and was incredibly offensive. I am baffled how stuff can just be stolen from rooms at this hotel & then people get accused of lying.Desired Settlement: I believe at the very least that we are entitled to a refund for the entire hotel stay. After arguing with the staff there for an entire day & having them ruin the weekend they only agreed to pay for one of our two days. I would also like some sort of compensation for the items stolen out of my room, obviously not full price but some sort of compensation would be nice. The hotel security here is terrible & I am not the first to complain of items being stolen out of the room at this hotel.

Business

Response:

Our hotels are not responsible for any items lost or stolen. With this, we are unable to enforce a full refund from the hotel. Also, as we are not responsible for lost/stolen items, we do not offer compensation if items are lost/stolen. A file has been sent to the hotel and guest will be contacted within the next 72 hours.

Review: From April 26, 2013 - April 28th, 2013 I stayed at the Hampton Inns in [redacted], WA and my stay was less than satisfactory with the sink in the bathroom making weird noises whenever other rooms showered or flushed their toilets. The bathroom had black mold in one area and the wall above the sofa had knife marks in it. Additionally the rooms were not very sound proof as we could hear other guests romantic affairs and here people coming and going down the halls all night.

Overall it was a pretty bad stay and had most areas hotels not been booked due to the tech conference we were attending we probably would have went elsewhere.Desired Settlement: Hampton Inn's offers a 100% satification guarantee according to their website and as such due to the issues with the condition of the room, plumbing and noises throughout the night from other guests we hope that Hampton Inn will meet that guarantee by issuing a refund ([redacted])

Notably I ended up getting less than two and a half hours of sleep the first night and sleep the second night was also disrupted on one occasion and really do not know if I could ever stay at a Hampton Inn again.

Business

Response:

Hotel will contact guest within 72 business hours.

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: I had chosen the Revdex.com to handle resolution.

Regards,

Business

Response:

File has been sent to hotel for resolution.

Review: I was bullied by security when attending a yoga conference.

I was physically harassed and then forced to sign a bar notice under pressure without explanation about its real intentions: barring me from the hotel for life.

I was photographed and intimidated by three different guards.

Complaints to security and the general manager were fruitless.Desired Settlement: Lifting of the bar notice.

Business

Response:

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

Consumer

Response:

Dear Sirs,

Review: My family recently stayed at the Hampton inn in [redacted], pa for state championships for 9-10 yr old little league. We brought 6 other families to purchase rooms. My bed and shower had hair in it, the vents in the hotel had dust buildup and blowing out onto the ceiling. the pool area was unclean for all 3 nights (same mess), no towels. The hottub had a layer 1/2 inch thick of sm buildup on the water even when the tub bubbles were turned on. The shower in room [redacted] has white mold on the ceiling. The bananas in the welcome area with the coffee were black for 2 days. The breakfast in the morning of the first night, was only half full because they ran out of food until shipment cameand was never fully stocked (had to ask for forks or more waffle mix). We were put on the 3rd floor while everyone else was on the 2nd. Upon arrival we asked to be put on the 2nd floor by everyone else, not accommodating and was to told the manager said no. I went down a 2nd time and asked again saying we will stay the night and move tomorrow and the ladies said no. We had dinners in the breakfast area. The team cleaned up most of the mess and emptied the garbages. In the morning, the area was not cleaned to satisfaction (crumbs, watermelon, pepperoni on the floor). When we went into the kitchen to get water and bags to clean up, the dish strainer had dead flies and soggy crumbs that were turning to slim. the kitchen was filthy. I use a Cpap machine and the filter in my mask needed replaced after 2 nights, the air was unclean and for someone with breathing problems, it was worse. I contacted guest assistance at ###-###-#### they asked why I didn't leave and I said the team was there and there were no other hotels open. He asked why I didn't say anything and I told them my husband told me not and to be quite and just wait till we are home. Now that I am home, I want compensated for the 3 nights I stayed July 21 to July 24. I have to purchase extra Cpap filters not covered under ins. Filters last 1 monthDesired Settlement: One day is going to be compensated through the guest assistance number, but I am not satisfied. they told me I would have to talk to the manager for full refund and the manager was not compensating when I was there, why would they help now. The complaint file number was [redacted]. I was also asked why I didn't leave and go to another hotel. The hotels were booked and we were with a team. The hotel needs an all around inspection, the vents, pool and hottub, kitchen where food is cooked,rooms.

Business

Response:

Guest agreed to a one night refund on 7/25. We are unable to process a full refund for this issue.

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: I attended a wedding On: Saturday, 16/AUg/2014, and I Stayed at the:

Hilton Garden Inn [redacted], [redacted]., [redacted], Oh, [redacted], ###-###-####

I had a group rate of $99/Night. My paper bill came under the door and was $114.10 for one night. However my Bank card was charged $131.22.

I called the Hotel and they said it was for incidentals. $17.10 over charge. I did not order any food or any movies.

Thank for you Help,

[redacted]Desired Settlement: Refund $17.10

Thank you!

Business

Response:

Thank you for reaching out to the Hilton Corporate Office, a file has been created for the hotel to respond to our department and the guest- the file # is [redacted], we have the guest's email address as [redacted].

Best regards,

Alice M[redacted]

Review: [redacted] reservation # 171696634640

The above itinerary reservation was not honoured by the Hotel, [redacted] Hilton, Downtown

I arrived at 11.30 pm March 14. I had pre paid via [redacted] for a room with two double beds.

The Hilton Representative at the reception said [redacted] overbooked and they had no rooms with two double beds.

After a discussion the hotel found a room with one bed and added a roll bed. At, then 2:30 am we had no option but to stay at the hotel. However those were terrible conditions (we have health issues so a roll bed was not acceptable).

The same Hilton representative told us that we were going to be refunded our payment (we paid for a room with two beds, we never has that) . We are still waiting!

We also had serious issues with the other itinerary [redacted] (this one was a reservation for two days but Hilton said they only had for one day, after another complain Hilton Representative found that the reservation was for two days.

Until this moment nothing was done.

This was and is unacceptable.Desired Settlement: Refund of $155.30 for the room we paid and never received. This is not about the money, this is about the principle and the terrible customer service.

Business

Response:

Ga file [redacted]

Guest was refunded on 3/27/14

Review: October 24th, 2013

RE: Disputing the charge due to the fact that services that were paid for were not provided.

To whom it may concern,

On the weekend of July 19th - 21st, 2013,1 have brought a group of over 200 people to the [redacted] Hilton Hotel, a 4 star hotel, in [redacted] Connecticut. We occupied over 75 rooms for a two room-night stay as well as ample meeting space.

Prior to the event, on or about June 18th, 2013 I met with **. [redacted] to discuss using the hotel for a convention and all of the groups needs. All details were carefully discussed, as I had brought a similar group there the previous summer. **. [redacted] was well aware of my groups heeds as she was the person who booked our reservation last year.

Last year, even though I did not dispute any charges, registration was a complete disaster. They first put our registration table in the direct sunlight, which was unbearable. Then when we were in the highlight of registration they moved us again, for no apparent reason.

I was promised by the manager that they would "take care of my group" this year. But they didn't.

This year we rented the beautiful Pavilion area, which is a completely enclosed area with its own air conditioning system. I was assured that this room would be perfect for my group and that the air conditioning was more than ample. Prior to the event, t learned that the hotel had gone through managerial changes and there was no manager. At some point before the event, **. [redacted] contacted me as the acting manager.

Pleasantly, check-in went very well. I mention this only because of last year. However when it came to Friday night, our first "scheduled'' part of the event, a prayer service, it went downhill from there. Shockingly, the air conditioning in the Pavilion was by far up to par. I immediately alerted the management; **. [redacted], who called the technicians. They were not able to do anything and [redacted] then suggested that we wait until morning, as this was only the night crew. They speculated that maybe the AC was not on all day & that was why it was so hot. If that were the case, that too is their obligation. Additionally, we did not even fill up the space to its full capacity of people.

Being that they were leaving us with no positive solution I asked that they should at least bring in a few fans. The night crew did not seem too pleased, but [redacted] insisted. Although the tech said they had two, they only brought in 1.

The next morning, It was really hot and I complained again! They brought in different technicians and I heard one of them say there is nothing that can be done. This is the way it always is, and that the management is aware that the Pavilion cannot be cooled off properly. In fact, they are looking to redo something for next year because of it.

Separate and apart from the above, the Pavilion was reserved only for our group for the entire weekend. Yet other “hotel" guests kept crashing our prayer services! The management was alerted but again they didn't do much.

Throughout the weekend I personally complained to the management regarding the crashers and the air conditioning but to no avail. **, [redacted] had not been around for the weekend. [redacted], the acting manager on duty told me to discuss the matter with **. [redacted] when he gets back, and he would most likely give us a substantial discount.

There were other items, such as the Jacuzzi was not In operation, crashers kept invading our other privately rented space, the kitchen was in total disarray, despite the specified terms of the contract. Please see enclosed letter from the caterer.

One of our guests, **. [redacted], is an attorney and had been in communication with **. [redacted] for quiet some time in hopes to rectify this matter. Insultingly, **. [redacted] offered a mere few hundred dollars of a discount towards what he charged us thousands. Please note, if I would’ve been made aware of the situation prior to the event, I never would've booked the hotel. There were many hotels available that weekend, and in today’s economy the hotels are vying for business. But to outright lie is totally unacceptable.

Sadly, **. [redacted] admitted to **. [redacted] (as well as other staff members mentioned to some of the guests) that the hotel was well aware that the air conditioning did not cool off the Pavilion properly nor was the Jacuzzi working! Such actions are not acceptable!

We are hoping that you will be able to intervene and rectify this matter. I have written to corporate Hilton on October 1st, 2013 and have yet to hear anything from them.Desired Settlement: see Attached document

Business

Response:

Below is the response sent on August 22, 2013 to [redacted] from [redacted]. [redacted] I Director of Catering & Convention Services

I have showed good faith throughout this process, which included a concession of $1,000 off your bill at the time of your event, in which we honored. Also, I provided two additional private swims at no charge when you asked me to help drive your attendees to your event.

In speaking to **. [redacted], I offered in an additional 50% off the balance due of $1,335.30 which equals $667.65, not a “mere few hundred dollars” and a credit of $1,500 credit towards your next event.

Finally, The threat to pursue litigation and slander our reputation is not warranted. I will settle this amicably by removing the balance due of $1,335.30. The previous offer will be rescinded and there will be “No” credit to any future event.

Consumer

Response:

Review: [redacted]

Review: I attended a preview at the Hilton [redacted] located in [redacted] on June 1, 2013. I was issued a certificate for a one night stay at any Hilton. I used the certificate on November 15, 2013 at a [redacted] Hotel, a Hilton brand hotel. I completed the certificate information and submitted to Hilton. Today, I received a post card stating that they would not honor the stay because it was not a Hilton Hotel. I checked the certificate and it does not indicate that it has to be a Hilton Hotel only. In fact, the certificate states: We are plesased to present to you a rebate for one night stay at any Hilto Hotel in the U.S. - maxiimum value is $200.00 USD. No where on the certificate does it state that any other hotel under the brand would not be an acceptable redemption. I feel that Hilton is being less than honest about the rebate.Desired Settlement: I would like the rebate as advertised in the amount of $133.28.

Business

Response:

File has been sent over to Hilton [redacted]. Please allow 7 business days

Review: My family stayed in Hilton [redacted] in [redacted], HI, from 8/17 to 19 for a vacation (confirmation: [redacted]). One 8/19, we reported two issues to the hotel front desk: one is cockroaches in room everyday; the other is that my 12 years old son, [redacted], got injury by the sharp edge of the steel soap holder on the wall of the bath tub on 8/19. The hotel agent said that many people saw the cockroaches in room and a few people reported similar injury cases already. She said it was normal to see cockroaches in room because of the summer season.

1) Cockroaches issue:

Hilton [redacted] village hotel is a FIVE STAR hotel. It is not a $20 per night small hotel. Why could not keep its rooms clean? We had to stay with cockroaches for vacation. The hotel agent thought it was normal in summer.

2) [redacted]'s injury issue:

[redacted] got a 1/4" X 3" huge bleedy scratch by the steel soap holder with sharp edge. He is only a 12 years old kid. He suffered terrible pain. When we reported his injury to the front desk, the hotel should at least send a nurse over to take care his injury, so that he would not get infection. Because his injury and pain when moving, our family vacation got suffered. To have a family vacation in Waikiki beach from Los Angeles is very expensive and important to our kids. But we got very bad experience in the Hilton hotel.

The room we stayed is room [redacted], a FIVE STAR HOTEL executive room. We should expect a wonderful vacation instead of miserable one.

The hotel front desk passed the case to manager. The manager said it was not his responsibility and passed the case to security office. The security said it was not their responsibility and passed the case to insurance company—[redacted]. The insurance said that they would not like to handle the hotel room cockroaches issue and do not handle any hotel injury case either if no medical bill. They said that the hotel shall handle the case. It is already four weeks. No one is willing to give us an answer.

Please help us solve this problem. Thanks.Desired Settlement: Solution for these two issues

Business

Response:

Per the hotel, the guest reported roaches at check out. As a goodwill gesture, the guest was given $50. Guest wanted compensation for his son's injury- which is always handled by the insurance company. As the insurance company is now involved, we are unable to intervene.

Review: On February of 2013 I thought made reservations for August 9 - 10th of 2013 for Hilton Garden. Due to my family moving the confirmation letter was lost. Wed. August 7th of 2012 I called customer service to confirm reservation. I was disconnected and called again to get a different person and was told I did not have a reservation to cancel. I asked her to check under my name, my husbands, my name and husbands each again but a misspelled way. She said there were no reservations. I then made a different reservation and the next day decided the trip was too expensive for us at this time and cancelled those reservations (these reservations are not in question). Then on Sunday, August 9th two withdrawls were made by Hilton for the reservation I was told I did not have. I contacted customer service and was given a file number [redacted]. I was told to call back in 72 hrs. if I had not been contacted. On August 13th I called again and was told a hotel manager would call back that day. Instead 24 hours later I received an email from [redacted]. She said I needed a cancellation number or the name of the person I talked to. I did not receive a cancellation number because I was told there were no reservations to cancel. I didn't have the name of the woman I talked to because I was not aware there was a problem. **. [redacted] then said there was nothing she could do. I asked for more information on why and the name and number of her supervisor. **. [redacted] then cut off communication with me. I sent more emails saying that I would take further action and again heard nothing back. This charge of $337.24 is not my fault but the fault of customer service. I do have phone records showing that I called customer service on Wednesday, August 7th which was 48 hrs. prior to the arrival date I was charged for. I was told this was not good enough. Hilton showed very poor customer service during this whole process and I feel the made an unauthorized withdraw.Desired Settlement: I wish to have the full amount that was withdrawn by Hilton Hotels refunded.

Business

Response:

Please fax a copy of the credit card charge to ###-###-####. Please reference FILE [redacted]. The check will be sent to the below address unless otherwise notified:

Review: Review: We were told the room would not be available until 3pm (which is fine/stand procedure) We checked our bags at the front desk and went out on the town. (Arrived back around 5pm.) We were told, Sorry youre room is not ready yet. This is completely unacceptable!!! We paid over $300 a night and still do not have a room to get into at 5pm. Absolutely Ridiculous! The front desk was very unorganized/chaotic. They were NOT very accommodating AT ALL! We had VIP Bottle reservations at 6PM and had zero time to get ready. Not only did they downgrade our room, they COMPLETELY ruined our night. We were supposed to get 2 queen beds and we paid extra for a balcony. We received no balcony and had 2 full beds. I am in complete and utter shock at how POOR the service was in NYC. We had a group of 6 people visiting the city and none of us care to ever return. Very disappointed!!I appreciate your concern and acknowledgment to my complaint. Respectfully,[redacted]Desired Settlement: Free/Upgraded Room to be used another time or 100% Refund

Business

Response:

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

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: booked a room online and went to cancel room and was told that they do not give refunds , on the companys web site you can cancel anytime full refund

company own web site states full refund up to 1 day before talked to front desk and they told me it was the corp headquarters polcy with the 3rd party bookingDesired Settlement: full refund of $450

Business

Response:

I will reach out to the guest.

Alice

Review: confirmation number [redacted] - check in date 5/30/2013; check out 6/2/2013. Upon check in it was discovered that Hampton Inn was charging more than the rate they quoted when the reservation was made. When questioned about the difference they stated it was for taxes - which we showed taxes were listed on the bill; they then stated the extra charge was for "incidentals" - whatever that means. After some discussion, the hotel agreed to abide by the rate they quoted when the reservation was made but the bill at check out showed a $177.75 charge to my [redacted] card which was incorrect. The check out clerk stated she was going to cancel the $177.75 charge and change it to $61.92. A second bill was printed that showed the charge of $61.92 to my [redacted] card. The check out person stated my card would not be billed for the $177.75 - this would be cancelled and not charged to my [redacted] account - that Hampton Inn would only be billing for the $61.92. On 6/4/2013 it was discovered that Hampton had in fact billed my [redacted] for $177.75 - it posted 6/2/2013 the day I checked out. The hotel was contacted - several times as the manager failed to return a call to my mother regarding this issue - and [redacted] stated a credit would be applied to my [redacted] within 7 to 10 days for the difference $115.83. Today it was discovered that the hotel posted a charge of $61.92 also. They have charged my [redacted] account a total of $238.67 for a $61.92 charge. The hotel was called - when asked to speak with the manager, my mother was connected to voice mail. The manager never returned the call. Since my [redacted] is a debit account I now do not have access to $177.75 that was incorrectly billed to my [redacted] and will not have access for at least 7 to 10 days { assuming Hampton Inn makes the correct credit to my [redacted] account} or longer if the correct amounts are not credited.Desired Settlement: Immediate credit of $177.75 to my [redacted] account. Apology from management for billing error { service from management during stay and with this billing issue was substandard}.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jun 17, 2013 at 6:30 PM

Subject: [redacted] Complaint Type: Business Complaint Date Filed: 6/5/2013 9:42 PM

To: [email protected]

Thank you for your help. The hotel has remedied the situation - they have made the necessary adjustments to my account. Thank you.

Review: I visited the Skydome lounge at the Doubletree Hotel in Arlington, VA for the first time yesterday with a friend. We were very excited as neither of us had ever been there. We even checked the menu online to make sure there was something I could eat (I do not eat seafood or red meat). I looked up the menu online which is also posted on two different websites.

[redacted] We were both excited as the menu sounded amazing. We parked in the garage, which up to one hour is $9. We go upstairs and the view is amazing. We sit down with menus and notice the menu is almost completely different and about 1/3 the size of what was online. We ask the lady who brought the waters, "is your menu online different?" Her response: "um I don't know. Our menu changed about a month ago so maybe the website is not updated." Her name was [redacted], I think. The staff doesn't even know what is going on. Maybe there should be more training and make sure the site is updated with accurate information.

There was only two things on the menu that I was semi interested in. One was the pan roasted chicken and the other was the chilled or grilled caesar. I thought that maybe a "grilled caesar" meant with chicken, but there wasn't anything written to add chicken. I also prefer boneless so I wanted to check for the pan roasted. When the waiter came back, I asked if the pan roasted was boned or boneless. He said it had bone. That was a no. So then I asked about the salad. Does it come with chicken? He said no. I asked can I add chicken? He said no. I said then why does it say "grilled or chilled. What does grilled mean?" He said it was a new style where some of the lettuce is grilled. I found that strange, and I said I needed another minute. There was nothing on the menu that neither of us had any interest to eat. We were so disappointed especially after viewing the menu online that we got extremely excited about. And we had no interested to pay $20 for a meal that we weren't looking extremely forward to. We decided to leave and get a meal that we wanted rather than forced to get just to get.

On our walk out, we told the waiter we were leaving. We were certain that the host/manager would ask why we were leaving considering how nice and posh the place was. Instead, he said "have a good evening."

We started walking out through the hotel and realized we had a parking ticket. I thought we could validate this considering we were here for 15 minutes. We waited in line for 5 while someone checked in. We asked the guy at the desk and his manager told him that because we were not overnight guests, we could not get validated. We had to pay $9 for a 20 minute visit to see a restaurant with absolutely no variety on the menu. Does that sound fair? It does not to me.

I just happened to check reviews on [redacted] and I wish I had done this before we went. Someone said food was cold. Someone said they had to pay the $10 cover even though they were there before 9. I don't know if the restaurant/hotel is hurting for money, but making them pay for a ridiculous visit is not the way of doing this. Just a bit of advice, make sure your technical person/manager is sure that ALL your correct information is updated on the website, so others aren't wasting time making a trip and having to cost more for an unpleasant experience.Desired Settlement: I want my $9 back. I promise never to return to your restaurant just reimburse me for the 20 minute parking even though I did not stay for the hour.

Business

Response:

Check Message tab or see attached.

Review: I have been a Hilton Honor Gold Member for quite many years. About three weeks ago, I received a Hilton Silver card from Hilton and got very confused about that because I have been Gold member (even my online account showed Gold member status at that time). Then I called Hilton Guest Assistance and was told by a representative that I will still be Hilton Honors Gold member until the end of this year. Meanwhile, she reviewed my stays in Hilton hotels this year and found I stayed a lot in Hilton hotels. She then very very firmly promised to me that I will definitely remain as Hilton Honors Gold member for this year for sure.

However, today when I checked out from [redacted] Suites in [redacted], TX (one of Hilton hotels), I noticed that my receipt showed I am a Hilton Silver member instead of Gold member. Then tonight I called Hilton Guest Assistance but was told that Hilton Membership services down-graded me to Hilton Silver member from Hilton Gold member.Desired Settlement: I feel so angry that Hilton didn't have any business integrity as their Guest Assistance representative promised to me about three weeks ago that I will remain as Hilton Honor Gold member until the end of this year. Also I have stayed in Hilton hotels for 25 nights in just the first three months of this year (2014). It is so ridiculous that Hilton down-graded such a loyal customer like to from Gold Member to Silver member. Meanwhile, I am Starwood Platinum member and Marriott Gold member. If Hilton does not put me back to Hilton Gold member status, I will NEVER stay in Hilton hotels any more and will immediately switch to Marriott or Starwood hotels for my next trip very soon.

Again, based on Hilton Guest Assistance representative verbal commitment and promise, I request Hilton to put me back to Hilton Honors Gold membership status IMMEDIATELY!

Business

Response:

Guest Assitance File #: [redacted]We consider this matter resolved. The guest was credted 40,000 HHonors Points.

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 March 24th, I placed an order through the Hilton Honors shopping portal with [redacted] #[redacted] for $296.55 . After waiting to receive credit for the purchase, I have contacted Hilton Honors several times to receive the points for this transaction. I have supplied copies of the order several times but they will not respond. I last contacted them on April 19th. Here is a copy of my message sent April 7th: I placed an order through the shopping portal and have not received the points. My # is [redacted]; [redacted].

Here is the order in question:

#[redacted]

We will continue to email the status of your order as each item is shipped. You can also review your order status and return policy at www.[redacted].com.

Sincerely,

[redacted] Customer Service [redacted]

7 days a week, 5:00 am - 9:00 pm (PT)

SHIP TO NAME AND ADDRESS

[redacted], NY [redacted]

ITEM DESCRIPTION STATUS QTY PRICE

[redacted] Porch Bench White

Item # [redacted] Available for immediate shipping 1 $296.65

Merchandise: $296.65

Delivery Charge: $25.00

Shipping and Processing Charges: $29.67

Tax: $30.28

TOTAL: $381.60

Credit Card Amount: $381.60

Promotion/Discount Amount Applied: $52.35

Please provide the credit and get back to me.

[redacted]Desired Settlement: Please credit my Hilton account,( #[redacted]) 2 miles per dollar spent less tax as soon as possible, which is 703 points.

I have spent a lot of time trying to have Hilton honor their agreement. I can't understand why no one can get back to me and discuss this, either.

Business

Response:

Ga file# [redacted] This matter is considered resolved on 6/23/14. Guest received 668 points on 6/23. As he states he should have 703 points, 35 additional points were added on 9/7. For the inconvenience, an additional 1k points have been added to account.

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: I walked in on March 2, 2013 and was quoted $109.00 for two nights stay. Monday, March 4, 2013 I brought to the attention of the receptionist that I would be staying for possibly 30 days. I was stopped on my way back into my room by the same receptionist and was told that the weekday rate would be adjusted to $119.00 a night for the weekdays. I asked if I could get a discount if I stayed for 30 days. She gave me [redacted]'s card and told me to contact her to work something out. I called her a couple of times before I caught her at her desk. I spoke with her Monday afternoon, March 4, 2013. She told me the best she could do was $115.00 a night for 30 days. I didn't accept and asked to speak to her boss. She told me that she was not in and wouldn't be in until Tuesday morning, March 5, 2013. I spoke with [redacted] on the morning of March 5, 2013 and she stated that she would not be able to do anything less than $119.00. I said ok and hung up. I later called back because I noticed an exit ticket at my door on the floor. I told the receptionist that I would not be leaving until Friday, March 8, 2013. She said that I was told that the sales manager quoted you $119.00 for 30 days so I will have to charge you $149.00 a night. I stated that I was first quoted $119.00 as a weekday amount before I spoke to her and that I didn't accept the 30 day deal. I was able to find another hotel for $89.00 a night for two weeks. I plan to checkin there Friday, March 8, 2013, afternoon. I also noticed on the exit bill that they charged me $119.00 for Sunday, March 3, 2013 when I was told by the receptionist at check in that it would be $109.00. [redacted] stated that the regular rate was $189.00 per night and [redacted] stated that the regular rate is $219.00 a night. Frankly I getting the impression that customers are not being charged in a consistent and fair manner. I think the receptionist that tried to charge me $149.00 a night was [redacted] but she didn't offer up that information to me. Inconsistencies!Desired Settlement: That I am charged $119.00 a night up until Friday, March 8, 2013 and that this information be brought to other consumers attention.

Business

Response:

Hello,

Please advise which city, state, and hotel the guest is referencing. Upon receipt of the requested information, a file will be sent to the property for resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is not a resolution. The location of the site is in [redacted]. They can be reached at 1-301-622-3333.

Regards,

My involvement with Hilton Hotels has quite possibly been one of the worst customer service experiences in my life.
My husband and I booked a one-night hotel stay at the Hilton Garden Inn in Florence Italy. After booking our stay, we found another hotel that was more centrally located in the city so I called and cancelled our stay. As we were travelling to multiple cities in Europe, my email inbox was filled with hotel and flight confirmations so I neglected to search for an email confirmation of my hotel cancellation following the call. Upon the return from my trip, I was notified by my bank that I was charged $149 euros for my Hilton stay, even though I had called and cancelled it well in advance. This was also curious because I had booked our room using our Hilton Honors points, so we shouldn’t have been charged for our room at all.
I called and was connected to a customer service representative named Joyce W[redacted] She called the hotel manager of the Garden Inn in Florence and we all spoke on the phone together. He then explained that the hotel did not have any documentation of my cancellation and that they will not accept my Hilton Honors points as this stay counted as a “no-show,” which their policy states that they must charge the occupant the full $149 euros.
As I DID take the time to cancel my reservation over the phone, I was frustrated that they were pushing back. Isn’t it the businesses responsibility to document these occurrences? After a while, they both decided that the hotel will refund half of the cost and Joyce W[redacted], on the other end, will refund the other half. I distinctly remember this as she was confused on the exchange rate and I had to sit there and listen to her asking how much it will be on her end…. In any case, Joyce then asked me to send her a screen shot of the hotel charge in my banking statement. I sent it to her via email later that day.
A few days later, I get an email from Hilton Guest Correspondence and they said that I will still be charged the $149 euros and that my hotel points will be credited back to me. I emailed back and said that the situation has been handled and that I had spoke to Joyce and sent her the screenshot she had requested. I get a response saying that there is no documentation of our arrangement and that I will still be charged the no-show rate of $149 euros, unless I can show some proof of our arrangement. Should that be the responsibility of the customer? Should I always record my phone calls and force their employees to send me confirmations following our conversations? Apparently with Hilton, this is a must.
I am beyond frustrated. They have been an absolute nightmare to deal with and are extremely inefficient. I will never stay in a Hilton hotel, or affiliate, ever again.

Review: General Manager has accused us of smoking in the hotel room and has charged our account an extra $125.00 and is now holding an additional $125 our of our bank account. WE have filed a complaint w/ hilton and have spoke w/ general manager several times. He now is calling us liars and will not refund the money. THe room on admission w/ musty and moldy and I now after 4 days of staying there have a nice cough and sore throat associated w/ the moldy smell in the room which we did fail to report to the front desk. It is poor business to simply charge someone for something they did not do. The general manager is aware that he has the last say in whether a charge is reversed or not. I wonder how many other people are being taken advantage of at this hotel. I have stopped payment on my debit card but they are still trying to take more money out today.

Product_Or_Service: hotel roomDesired Settlement: DesiredSettlementID: Refund

Refund the $250.00 that was falsely charged to my account

Business

Response:

General Manager has advised that room was put "out of order" due to the heavy smoke smell, for 3 days. The hotel will not issue a refund at this time.