Hilton Worldwide

Review: I checked in at the [redacted] by hilton on the 18th of december and payed 849.30$ upfront for my 5 night stay.

when I wanted to check out of the hotel the front disk person insisted that I have not payed anything and insisted that I pay the hotel 849.30$ in addition to the internet charges.

They did not believe me when I told them that I have already payed and made several attempts to withdraw money from my two credit cards resulting with the bank blocking my account .

After an hour of arguing with them they realized that they have made a mistake and promised me to cancel all the extra charges.

few minutes later they told me that all the extra charges have been cancelled but they have made a second mistake of refunding me an extra amount and insisted that I pay them that extra amount in cash before leaving.

I payed them the necessary money to bring my balance to 0$ and left but I have no way of verifying their claims until I receive and review my credit card statement.

First, they caused me so much stress by asking me to re-pay an amount of 849.30

Second, they attempted to over charge my credit card without my approval (for an amount that I have already payed)

Third, they claim to have over refunded me by 140$ and insisted that I pay them back that amount.

Fourth, waisted my time and cause the banks to block my credit card and left me with the hassle of contacting my two banks to reviewing my transactions.Desired Settlement: a compensation of 200$ for the hassle they caused and a confirmation that no amount was charged on any of my credit cards.

Business

Response:

Please provide the city/state of the [redacted] Hotel

Review: I checked into this hotel on 11/30/13 for a 2 night stay. The charges were going to be $221.76 for those nights. I stayed only one night and was refunded the unused night in cash at checkout on 12/1/13. I reserved the room with my debit card so it was required that a hold be placed on the funds. Hilton garden held the amount of 443.52 which was double what it should have been. I called the hotel and was directed to [redacted] (guest services supervisor). He stated that the correction will be made to release the amount of $443.52 and instead hold $221.76 instead.He stated that this may take 24-48hrs even though it was there mistake. The $443.52 was released and the $221.76 was then placed on hold instead. I questioned why my funds were being held eventhough Hilton Garden had already taken out the payment due of $221.76 on 12/2/13. I was told by **. [redacted] that the $221.76 hold will be released in 24-48hrs and that it is up to my bank. My bank [redacted] Credit Union in New Orleans stated that it was up to Hilton Garden to release my funds. The overage of funds held caused me to be late paying an obligation that was due. The funds are still being held and it has been 24-48hrs already.Desired Settlement: I would prefer a reimbursement for my issues. I will never stay at a Hilton Hotel again

Business

Response:

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

Business

Response:

Here is the response from the hotel:

12/5/2013 4:04:45 PM [redacted] Guest has confirmed that the hold has been released on the account

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,

I do reject the response because the issues was that they had a hold on double the amount that should have been held causing me to have other issues with other bills that were due. The manager could have at least given me rewards points for there error and my having to explain to my creditor why I could not make my payment as scheduled . I was told by the manager, [redacted], to come back if I were in the area again. Really???? NEVER!!!!!!

Review: Now on two occasions the manager of the HILTON HOTEL in [redacted] has not responded to my phone calls. I am attempting to resolve both a CUSTOMER SERVICE and a BILLING issue. He refuses to return my phone call leaving me no choice, but to pursue outside resolution.Desired Settlement: CALL ME BACK!

Business

Response:

A file has been sent to the hotel. They will contact guest within 72 business hours.

Review: We, a family of four, spent four nights at the Homewood Suites (7/12 to 7/15) at [redacted] in [redacted], VA. We did the booking several weeks in advance when the representative on the phone claimed that the hotel was one mile from the beach. When we got to the hotel on 7/12 we found out that the hotel was 13 miles from the beach. Because of this our vacation was ruined. We had to drive 26 miles everyday to get to the beach and on the 15th we ended up driving twice to the beach on the same day. All of this driving was a complete waste of time. Staying at the Homewood Suites for those four nights was certainly not worth what we paid. We want a refund of $300 which is only a portion of the $831 that we paid.Desired Settlement: We want our $300 refunded to us by July 31

Business

Response:

Guest will be refunded one night plus tax ($207.91). Check will be mailed to address on file and will arrive within 10 business days. File [redacted]

Review: Hello,I contacted Embassy Suite on 1-10-2014 about getting a president suite for a slumber party for 10 girls. the gentleman in the front stated that he could not take my reservations because he was the only on up front you need go to the reservations line. they told that they did not have a room to fit that many girls. occupancy on for 6. they told book two room for that request. I made the reservation with them. I called back that same evening and stated to cancel my request. I was told when you receive your email you can do so. was told they would note that. I never received the email because they spelled my name wrong. on 1-19 I had pending charges of 50.00 and 150.00. I called the hotel and talk to billing rep [redacted]. he said we will refund your money, those are just pending you will not be charged. I was charged 200.00 on the 20th. I called back and talk to Becky and she told me that she would get on the phone with my bank because she told me that she didn't show any charges. I called her bank with the bank on the line and she was at lunch. left her a message and never heard back. Now I have went online and got rep for CS problem and was told on 23rd January that it takes hotel 72 hours to contact you. I gave them my correct name and email address because they keep spelling my name incorrectly. I am not a person who makes carless mistakes. the Embassy will not own up to them making a error. They already did not spell my name correctly and will not call me because their staff has made commitment to fixing a mistake. please help me get my money back.Desired Settlement: my 200.00 plus a suite for

Consumer

Response:

Embassy Suite is correct sorry for not putting all information in.

Business

Response:

Please provide us with city/state/specific hotel. Also, guest can dispute the charge with her bank for a quicker response time.

Review: My account was debited for $200.10 on 12-18 form this company. I called to see what was going on and they said I made reservations for there hotel on a 1800 number. I never made reservations or called a 1800 number. Ive never traveled out of north and south Carolina. I have no reason to book a room all the way in NJ that's ridicules. I have a Hilton honors account that has all my information including credit card info. I never verified or authorized this transaction. They told me I had to show prof. No I'm the victim they should show me prof that I called in. My card is on fill at different locations I don't know if my account was confused with someone else or what happened. I have always had high expectations for Hilton and always support Hilton. I have the silver card I've never had this happen before. They seemed to not be concerned and acted as if I was in the wrong. [redacted] 12-18, [redacted] 12-20, [redacted] 12-16, [redacted] 12-16, they all sent automated emails. No one picked up the phone to call.Desired Settlement: Refund money back to credit card.

Business

Response:

If guest feels they have a fraudulent charge, they will need to contact their financial institution.

Review: I stayed at a the Hilton Double Tree in Panama City, Panama. While doing so the staff thier made copies of my U.S Passport and kept on file. I sent two certifed letters to the hilton HQs on 25 Feb 2013 and on 21 Dec 2012 and as yet no response.Desired Settlement: Request that the policy is not to do that. Request that those files are destroyed.

Business

Response:

Here is the response sent from by the hotel to the guest:

From: [redacted]

Sent: miércoles, 21 de noviembre de 2012 08:16 p.m.

To: '[redacted]

Subject: from DoubleTree by Hilton Panama City

Dear [redacted]

With our guests’ safety in mind, it is our policy that anyone who may enter a guestroom has to register at the Front Desk and some additional charges (in this case, $10 + 10% tax) may apply since the room rate is different according to the number of guests in the room. This policy applies to all new guests not registered during initial check-in regardless of their gender. If any member of the staff suggested something different it was wrong and I apologize for that. I am deeply sorry if this caused any inconvenience during your stay and marred your overall experience and hope you understand our concern for your safety.

Regarding the copy of the personal information page of your passport (name, nationality, sex, date and place of birth, date of issue/expiration), this is a requirement of the local authorities and in compliance with company policy we are responsible for guaranteeing confidentiality and integrity of the information. Be assured that no one besides local authorities may have access to your personal information.

On behalf of the whole team of the hotel I wish to express our appreciation for your preference for our hotel and want to thank you for your comments.

I hope to have the chance to serve you on your next visit to Panama.

Sincerely,

[redacted] General Manager

Direct +[redacted]

DoubleTree by Hilton Panama City

Vía España & Federico Boyd, Panamá

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:

1. Please state the Panama Code / law and POC which requires you to copy, and maintain Passport information.

2. Please state how long you maintain the copy of the Passport Information on file.

3. Clarification: Once the Fee of

$10 + 10% tax is paid in regards to that guest then that guest should receive a key and access to all hotel facilities unescorted.

Regards,

Embassy Suites Birmingham Hoover
Stayed at the embassy suites Birmingham Hoover location October 2015. The front office staff was extremely nice! Very professional! The front office manager Shamika was very respectful and nice! So was Kendall and Donella! HOWEVER...THE HOUSEKEEPING DEPARTMENT IS VERY RUDE VERY UNPROFESSIONAL AND VERY UNSANITARY!!!!!! The housekeeping supervisor (Dark skinned complexion with the black uniform shirt) very loud in tone was with an older woman and a housekeeper with bright red hair (which is very unprofessional) was standing in the hallway by the elevators gossiping for about 2 hours about other workers. I stood at the door and overheard the horrible things said. I walked out of my room to get on the elevator and the housekeeping supervisor as described above spoke to me with a very fake smile and when I got onto the elevator before the door could even shut she said out of her unprofessional mean mouth "THAT"S AN UGLY WHITE [redacted]" I exited the elevator and said "EXCUSE ME"??? May I ask who's your manager she then stated I'm the executive assistant/supervisor then asked if she could help me. If thats the type of person they have running that department then it's no wonder MY SHEETS WEREN'T CHANGED BED WASN"T MADE TRASH WASN'T REMOVED BUT THE TIP I LEFT THE FIRST NIGHT OF MY STAY WAS TAKEN BUT NO SERVICE WAS GIVEN!!!!! I will say the young gentleman that fixed my omelet was very nice!

Review: First let me start by saying I have made multiple attempts to resolve with corporate and the hotel, but cannot even get a return call from the manager. Corporate says hotel needs to resolve but they refuse to call me. Hotel is hampton inn hollywood. 2500 sterling road.

Problem 1-Trip started with me arriving at hotel and waiting 10 minutes for elevator with my heavy bags. I walked up to the hotel desk and said, is elevator broken, they said" oh yes its broken sorry they didnt tell you when you checked in. After lugging all my bags to the 4th floor I get to the room and it stinks like smoke. Room has sink running, and long brown hair on the sink. I later also found a hair on the pillow also. On the second night after checking out I went to parking lot and my car was gone. I went into the lobby and guy disappeared after he saw me go to parking lot. I went back out and found my car on the other end of the lot. I had to get to work so I called back and hotel admitted they towed my car by accident, but returned it in the middle of the night. At first they acted like I was crazy until I kept asking. Then they admitted what happened. The staff member said, sorry we didnt return it to the same spot! Then they told me they would give me one free voucher. I told them I wanted 2 for both night which were horrible. The manager said she would return my call. She never did. I called back, and she said. We are not giving you anything. Make a police report. This staff refuses to resolve the issue of violating my personal property. There is no signs in the parking lot saying its a tow away zone. Only a sign that says guest parking. I guess I was not a guest. They do not inform you when you check in that they tow vehicles. Still waiting for a call from management to resolve issue.

Problem 2- I reserved hotel with a major credit card of my own. I changed the bill to my company's card on the first night. On the second night I bought a soda with my debit card, and the hotel somehow charged the room and everything to my debit card with no authorization. My card was over drafted because I had several payments that needed to go through on that account.Desired Settlement: Since my entire trip was ruined, I want a chance to enjoy myself in another hotel.

Business

Response:

Guest's car was towed as the parking sticker given was not visible. The tow company provided pictures validating this. The hotel offered 1 free night which the guest declined. Should the guest wish to accept the one free night, he will need to contact the hotel back and advise. We are unable to comp both nights of this stay.

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 will accept this response if the one night certificate is sent to me. I refuse to contact the staff at the hotel. Last time we talked to them they said they will not do anything for us without a police report. I am willing to accept the one night but only if sent to my address. I am still waiting for an apology for this hotel for charging my debt card and over drafting it instead of the provided major credit card. I was told on numerous occasions that I would recieve a call from the GM to resolve and never did. Please email me to get my home address.

Regards,

Review: I have completed the form and procedure that Hilton Honors requires to stop receiving emails from them. I have completed this unsubscribe process at least 5 times and they will not stop emailing me. I have received roughly 10-15 emails since I have completed the unsubscribe process. I cant get them to stop. Help!Desired Settlement: I want them to stop emailing and explain why this happened and document how they have made sure this isnt happening to other people. I am pretty sure this is in violation of US law.

Business

Response:

Email address has been sent to our marketing department to cease distribution.

Review: On April 30, 2013, I filed a Best Rate Guarantee claim with Hilton. Hilton policy allows consumers who find a better rate than that offered on their own website to submit a claim. If Hilton finds that the claim meets its terms and conditions, it will match the lower rate and provide a $50 [redacted] card.

I booked a room with Hilton on their site for $119/night, but the rate available at [redacted] was $104.80. So I filed a best rates guarantee claim.

My claim was promptly rejected by [redacted] of Hilton. Quoting from the rejection email: “I have reviewed the rate published…and the lower rate offered carries a more restrictive cancellation policy vs. what is confirmed on your actual reservation (one day cancellation).”

This is incorrect by the terms and conditions that [redacted] quoted in the same email, which follow: “You must find a lower publicly available rate (“Lower Rate”) on a non-Hilton Worldwide booking channel (except for "opaque" websites) for the Same Accommodations. "Same Accommodations" means the same room type, at the same hotel, with the same dates and length of stay, same number of guests, SAME DESIGNATION AS EITHER CANCELLABLE OR NON_CANCELLABLE, same advance purchase policies, and the same terms and conditions governing the room rate.”

The cancellation policy associated with the lower rate involved a nominal ($10) fee if you cancelled the booking, but the reservation was fully cancellable. The reservation I made through Hilton’s site was also cancellable with no associated fee.

So, [redacted] was correct in observing that the lower rate had a more restrictive cancellation policy. But the terms and conditions only require that the reservations have the same designation as either cancellable or non-cancellable. It was acknowledged that my lower rate reservation was a cancellable reservation. So Hilton’s justification for denying my claim was wrong.

[redacted]’s email denying my claim guaranteed a response within 48 hours if I required further assistance with the best rate claim. I responded to her note before 8am on May 1. I had received no response by the evening of May 4, so I emailed again, and then again on the 5th, 6th, 7th, and 8th. I got no response.

I also called Hilton on each of these days. The best rates claim program does not accept customer service calls, only emails, so I was forced to speak to general customer service staff and guest services staff, all of whom were not able to address the issue directly. I would estimate that I spoke to two dozen Hilton staff at that time as I was transferred from person to person, non of whom could really assist me at all.

Ultimately, on each call, someone would promise to bring the matter to the attention of the Best Rates Guarantee program. Counting the time I spent on hold, I would estimate conservatively that I spent 6-7 hours on the phone attempting to resolve this initial aspect of this matter.

On two occasions, someone was kind enough to forward me to the voice mail of Best Rate claim program supervisors. Both times, the voice mailboxes were full, resulting in my being disconnected, after having spent hours on hold and pleading with multiple customer service agents for assistance.

A week after I was promised a 48 hour response, I received an email from [redacted] Copling, who I understand is in charge of the Best Rates Guarantee program. He said that the denial of my claim was correct but that he would grant my request based on the inconvenience I suffered along the way.

In the meantime, I had changed my reservation from May 23-24 to May 26. Accordingly, I submitted a new best rate claim form for the new reservation. The rate that I paid on Hilton's site is $119; the rate available at olotels.com was $75.22. (both exclude taxes and fees).

The new claim was from the same site as the old claim, and it was also cancellable with a small fee. Presumably Hilton would have the same objection to this claim because it has a more restrictive cancellation policy, even though this objection is inconsistent with the explicit text of the terms and conditions.

For some time after my email from [redacted], I heard nothing back from the Best Rate program. It took me some time to realize that an email that appeared to be nothing more than a reservation confirmation actually reflected an adjustment of my rate for the May 26 reservation from $119 to $104.80. I assume that Best Rates did this, but I am honestly surprised that I ever noticed.

Further, this adjusted rate was incorrect. The lower rate that I found for the May 26 reservation was $75.22, not $104.80. $104.80 was the lower rate I had found for the initial May 23-24 reservation.

Within 4-5 days of [redacted]’s May 1 email, I began attempting to follow up with Best Rate further, as I had heard nothing back from them directly. I spent many more hours on the phone with Guest Services and was occasionally directed to Best Rate supervisor voicemails, where I would inevitably be disconnected.

I emailed [redacted] directly on May 8, 9, twice on the 13th, 17, twice on the 20th, and on the 21st. I left him voicemails on a near-daily basis over the first 3.5 weeks of May. I also emailed and called [redacted] during this time period. I was unfailingly polite in each communication and just begged for assistance.

24 days after I requested further assistance on May 1, and after literally dozens of emails and phone calls to Hilton were ignored, [redacted] emailed back to say “we cannot continue to change the rate to a lower rate each time you discover a lower rate. Please note that no further adjustments will be made to the rate.”

Of course, I had not made a series of attempts to change the rate to a lower rate. I followed the procedures outlined by Hilton exactly when I submitted a second claim for a new reservation, and it was fully consistent with their terms and conditions. In both instances where I was actually able to elicit a short email from [redacted], he dismissed my concerns without bothering to address them directly. But even his general dismissal reflected little, if any, understanding of the particulars of my situation.

Over the 3 weeks or so that I was emailing [redacted], I would always receive an automated out-of-office reply to my email that said he would be gone until the next day. It seemed odd that someone would be on vacation every day but always returning the next day. I also received similarly odd out-of-office replies from [redacted] – they always said she would be returning the next day. This reminded me of the experience I had with being disconnected due to full voice mailboxes. Of course, I do not know this for sure, but it certainly seemed like the best rates program has intentionally erected every possible barrier to dealing with customer service requests, including bogus out-of-office replies.

Around May 10, someone in Guest Services over the phone helped me file a formal complaint with Hilton Worldwide about my experience with the Best Rates Program. I received a response to that complaint on May 13. (File number: [redacted]) The response was obviously a form apology letter with “Best Rate program” inserted in a noticeably different font. It did not address the particulars of my situation at all, but it did include quite a bit of self-congratulatory language about Hilton’s high standards of excellence. This struck me as especially odd, since the response from Hilton did nothing whatsoever to help me move toward some resolution.

The response email to my complaint came from [redacted] with Guest Assistance. I sent her an email back directly, saying that my issue was still wholly unresolved and requesting further help. I never received any response.

A few hours before my stay at the Hilton Atlanta, I called to inquire if my room included a mini-fridge. I was told that it did not, but that as an HHonors member, I was entitled to a complimentary fridge being moved to my room upon my request when I arrived. I brought a significant amount of expensive perishable food as a result.

Once I arrived at the hotel, I was told that the fridge service cost $25. I spoke to a couple of people at the check-in desk, none of whom would excuse the fee. But they said they would follow up with me once I arrived in my room. After checking in, I rode the elevator up to my room, only to find that it was being cleaned. I arrived at the room at 5:00pm, two hours after the designated 3pm check-in time. I relaxed and chatted outside the room with the cleaning staff, all of whom were very nice. It was a little over an hour before I was able to get access to the room. That's no small delay in an evening where I had plans and had arrived well after the check-in time.

Seeing no evidence of follow up from the front desk, I called to inquire about the fridge. The clerk first admonished me for not remembering who had promised me the complimentary service over the phone. Then, I said that given the delay in getting access to my room, I thought a complimentary fridge was the least that could be done. I am a patient person who is not quick to anger, and I was nothing but polite on this call and in person.

But this clerk, incredibly enough, proceeded to scold me again, actually saying that I was lucky to be in my room, and other customers had not yet gotten access to theirs. Needless to say, I was surprised to hear an hour delay in getting my room (that the front desk checked me into with no warning!) characterized as a stroke of great luck.

I requested that a manager follow up about the fridge. I never heard from anyone, never received the fridge, and all of my food spoiled. Given that I was without a car, I had to spend significant time replacing it the following day, further inconveniencing me and adding to the cost of my trip.

In the room, it quickly became apparent that the shower hardly drained at all. There was a stray condom wrapper located under the sink. At this point I did not bother reporting this to the front desk. I do not think the bathroom was cleaned at all before our arrival. We avoided it.

I left an item in the room upon my departure and called about it the next day. After holding, the clerk connected me to lost and found who looked for it and promised to call me back. I forgot about it for a couple of days and called once again,, spent some amount of time waiting on hold to get to lost and found again, and was again told that they would call me back once they knew if they could help. I have not heard back.

To date, I have not received the $50 [redacted] gift card that was promised to customers with best rate claims and to me by [redacted] in an email.

There is no telling how many Hilton employees I interacted with over the month of May, but it was many dozens, usually in reference to a complaint of some kind or another. With the exception of [redacted], it was most striking to me that no one ever apologized. I am not prone to exaggeration and mean this very literally. Each of [redacted]'s terse emails included an apology for his delay in responding, but showed little sympathy for the degree to which I had been inconvenienced. More often, the response was like that of the clerk who scolded me. Customer service staff would quickly become exasperated with me if I continued to ask for help after telling me that they had nothing to do with the Best Rates Program. While on the phone filing a complaint, I was very sharply corrected when I said that Hilton had ignored my many emails. Often, I was subjected to lectures and condescension. It was bad enough to actually not be helped, but to be met with an openly annoyed and, at times, hostile reaction to my polite but persistent requests for help really tested my patience.

In summary, my best rate claim was improperly denied; my requests for further assistance were ignored for a week despite a 48 hour response guarantee; the tardy response did not address my problem; a formal complaint elicited a self-congratulatory form letter that did not address my issue or help me in anyway; my response to that complaint was also ignored; I was not given reasonable notice that my best rate claim was addressed and had to figure it out myself; my adjusted rate was incorrect; my repeated phone and email inquiries to have the rate adjusted properly were ignored; I was disconnected after reaching full mailboxes after holding to even get to that point; I dealt with obviously inaccurate out-of-office email replies; waited three weeks for a response to my second best rates inquiry; that response flatly denied my valid claim and mischaracterized my conduct; I was told a mini-fridge would be available to me for free; then Hilton tried to charge me for it; then scolded me for not remembering who made me the promise; then had to replace my food at significant time and expense; I was checked into a room that was still being cleaned; delayed entry to my room for one hour; told I was lucky it wasn't longer; subjected to a shower that would not drain, an unclean bathroom, and a condom wrapper on the bathroom floor; and, with three pro forma exceptions, received no apologies for any of the inconvenience.Desired Settlement: Given that I was overcharged for the room in the first place, and all the inconveniences suffered along the way, I think a full refund is more than appropriate. The basic relationship that keeps our society afloat is premised on honesty and fair dealing in commercial exchanges. Hilton promised me a clean room that would be available to me for a certain period of time, and in return, I promised them a certain amount of money. I made good on my end of the bargain, but Hilton failed to uphold their end by giving me a dirty bathroom, denying access to the room when I had a right to be there, and not honoring the terms and conditions they set out for pricing. I can assure you that if I did not pay Hilton, they would provide any service to me. So I fail to see why I should be expected to uphold my obligation to Hilton when they so thoroughly failed to meet theirs.

If Hilton hopes to earn any of my business in the future, I would expect some sort of additional remedy that recognizes the extraordinary scale of the inconvenience I suffered through in my dealings with them. At every turn over a month's time -- having invested hours upon hours on an issue that remains almost completely unresolved -- I dealt with incompetence, a lack of common courtesy, and my requests for help either proved futile or were just outright ignored. I would think that something like a week's free stay in a resort of my choosing or the equivalent amount of Hilton points would be appropriate. If that sounds unreasonable, I invite anyone to read through the last sentence of my complaint again and ask themselves what it would take to do business again with an organization that had so consistently treated them so badly.

Business

Response:

Information has been forwarded to [redacted] who will respond to the guest.

Review: All my Hilton Honors points were forfeited due to no activity. I did not receive any notification or information about this. I am requesting that all points be reinstated on account [redacted]Desired Settlement: Reinstate all points on account [redacted]

Business

Response:

Per GA file #[redacted] Points were reinstated on 4/18/14. This case is considered 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: I stayed in [redacted] Hilton last year from 15th January - 5th February 2012, and during these three weeks they billed me for $14,728.27, out of which $7,270.52 were telephone charges and rest were stay, internet, food, beverage and taxes.

I raised a dispute against the telephone charges as I made only few calls and asked for the itemized billing. In the itemized billing there are duplicity of calls, calls made to invalid nos. and also when I'm not present in the hotel. They had a look and waived off only $1,000. I analyzed their invoice more and realized that 90% of the calls are made to India No. and they are invalid (as its only a 9 digit no.) and the rest 10% were made to different states which I'm unaware of as I was traveling to New York for the first time.

I called [redacted] Hilton and spoke to the Manager , Mr. Ryan K[redacted] and couple of more and asked for the justification until they stopped answering my calls and sent only the incorrect invoice over and over again.

I raised a dispute with [redacted] Corporate card division and after looking into the itemized bill they waived the charges up to 50 % on my card.

There has been an outstanding on my credit card for an year now and I have been trying to resolve it with [redacted] Hilton since the time I'm back from NYC, there has been no action taken against it. I genuinely need your help and this problem with torturing your customers is not very pleasant.

I would request you to kindly look into this matter at the earliest.

In case you need any further information, you may directly call me at +[redacted] (India) or email at [redacted]

I would be more than happy to assist you.

Warm regards,

Assistant Manager – Global Merchant Services (GMS)

[redacted], Zone [redacted], India

?: +[redacted]Desired Settlement: Since the charges are invalid and I have made several requests about the same, Kindly waive off the entire telephone charges (i.e. - $6270.52) or get the proper itemized billing and recorded calls in order to prove it to me that these calls are valid.

Business

Response:

GA file Number: [redacted]We consider this matter resolved as of 2/27/13. Guest was contacted by director of finance to resolve the matter.

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 am a returned frequent business traveler and am mainly using Hilton properties because I have always had a positive experience in the past as a Diamond member and now as a Gold and again eventually heading back up to Diamond again. I have run into a brick wall completely in trying to find an amiable way to alleviate the hit of $261.23 to the company I work for a room that I will not be staying at due to outside forces, in this case, my customer cancelled the meeting last minute - yes, less than the 3-day "allowable" time to cancel for an exception to be applied. I understand that the room was paid as an advance purchase, hence already credited to the company credit card, I also understand the policy states that if this is done that there are no-refund, no changes on said reservation. I understand that such a vehicle is done, I imagine to guarantee a sale on the room without risk of cancellation such as normal reservations that are not pre-paid. In my experience working with companies from different industries, I have had to work with customer service and usually there is a multi-tiered structure, but always there has been a resolution to try to keep the business relationship intact, but in this case I saw no relief at all, again, it was these are the rules and that is it. I understand that there are rules, but there are also exceptions or at least some path to minimize impact, but in this case there wasn't. Perhaps, I have been blessed to work with companies with a bit more compassion to their clientele, but felt no such thing. This reservation, was in [redacted] to be exact near [redacted], during Spring Break, which with most certainty, the room would have sold and perhaps at a higher rate, had it been cancelled, so I didn't see where this would affect from a fiduciary aspect. It is as if, this was being imposed as a penalty to pay the room in it's entirety for something that was out of my control. Had this been on my own dime, I would have chalked it up for my experience and let it be, but this is on my company's dime and I feel a responsibility to voice my opinion on this absoluteness of not wanting to continue our business relationship at all. Again, I am saddened to see that airlines, credit card companies, etc. have always shown some flexibility even when going against the rules, once they understand that it is not with mal-intent that I tried to cancel.Desired Settlement: My desired outcome ultimately would be to review the policy and to have some kind of flexibility to account for times that a cancellation or modification needs to be done, when things are not within one's control and not to penalize the customer the full rate as well as block an empty room, that otherwise could have been used by another customer. To me that is bad business, but then again with how things and mindsets are going in this day in age, I am not surprised, but also will not go away quiet and conform.

Business

Response:

Guest has been refunded. Please allow 2-4 weeks for receipt of refund.

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. Thank you!

Regards,

Review: When I made this reservation I was inform that I could make changes. My conformation is #[redacted] Arriving Feb 22, 2014 and depart February 24, 2014. I had to cancel my reservation due to a family emergency. When I call to cancel the reservation to another date I was informed that I couldn't and I not receive a refund of $418.03 or changed the dates. I don't have $418.03 to give to your company.Desired Settlement: I want a credit so that I can use it for stay at your hotel

Business

Response:

Guest booked nonrefundable reservation. Unable to issue refund for any stay not completed.

Review: I tried to make a reservation and I was asked to pretty much shut my one year old up. I WAS HUNG UP ON AND CALLED AN IT IN SPANISH. I FILED A COMPLAINT WITH CORPORATE AND WAS PROMISED A BE MY GUEST CERTIFICATE. THAT WAS THREE WEEKS AGO!!! I never recieved it I called today and wendy told me she didnt know what I was talking about!!If you promise complimentary nights just to shut people up it isnt going to work this time!Desired Settlement: I want the be my guest card as promised !

Business

Response:

There is no complaint in our sytem for this guest. Unfortunately, we are unable to issue a free night certificate.

Review: My husband and I spent our honeymoon night at [redacted] Casino and resort booking two rooms at the Hampton Inn attached to the casino on 11/8/13. We took our son and his girlfriend along as well. We went to the [redacted] concert, gambled, ate at their restaurants, etc. After a night of fun, we awoke at 2:30 in the morning to find our bed infested with bed bugs. We went down to report it to the front desk and were treated very poorly. The woman took several steps back and told us not to touch anything, or contaminate other areas. We told her we had been drinking and that is why we planned on staying in the first place. All she could say was "I'm sorry, there's nothing we can do." This was NOT our wrong doing. The hotel is completely at fault for this infestation and unclean environment. We are disgusted that our night, not to mention our wedding night, ended in such a disgusting manner. We have had to treat our vehicle, which is brand new, and had to throw away all our clothes, to not infest our home. We are absolutely in awe, how poorly we were treated and shoved out the door with no where to go except drive home 2.5 hours after we had been drinking and spending money all evening at their facility.Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want refunded all our money that was spent, (not just our hotel rooms) including the concert, food, traveling expense and for all the clothing we had to throw away for all four of us. We want our vehicle and house treated for precautionary measures. We also want a settlement for mental anguish and suffering. Lastly, we want every single hotel room occupant of the night of 11/8/13 notified that they could have been contaminated as well.

Consumer

Response:

In regards to our complaint, our desired outcome is that the Hampton inn notifies all hotel customers that have stayed in room [redacted] for the several weeks prior to 11/8 as the kdhe report reflects that room had been infested for numerous weeks. We would also like a formal apology by the hotel manager and president of the company.

Business

Response:

Please provide us with the city and state of the Hampton Inn

Consumer

Response:

In reference to complaint, hampton inn location is [redacted] ks at the [redacted] casino and resort.

Regards,

Review: overcharge room rate

Rip off big time.

I am staying in the SFO area at a bad time, [redacted] has it's annual event, the americas cup race, and it is late september.

Here's my complaint, I am paying over $400 ($369 plus $44.48 taxes, even though the max rate on the door is $359) for the worst room in this hotel, terrible but they are taking advantage of the number of people here. my room is on floor one, next to the ice machine, doorway, and parking lot.

BTW, I was called earlier by this place telling me to provide a cc before 5 pm as they are sold out.

I checked in before 3 PM, not too happy about the price AND hotel, then went across the street to a very nice [redacted] (lounge, better rooms, views etc) and was told I could get a room for $219 per night. I went back to the Hampton, explained I just check in (they knew) and I asked if I could leave since I had not used the room yet.

Well, you guessed it, I was told "sure you can leave, but you will be charged 100%" for the room. I was told "if we let you, others may want to leave also."!!!Desired Settlement: refund of rate paid

Business

Response:

PLease provide city, state, specific hotel, VALID phone number and dates of stay for further assistance.

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 April 9, I prepaid for three nights stay at this hotel using [redacted]. I realized immediately after placing my order that the dates I had reserved for were incorrect. I immediately called [redacted], who called the hotel. Per [redacted], the hotel manager then changed the dates to the correct ones. Several days before my trip, I called the hotel directly to confirm my registration. The manager Jennifer stated at the registration dates were still incorrect and that there was nothing she could do, that I had to call [redacted]. I immediately called [redacted], who again called the hotel and stated that the dates were fixed by the hotel at that time. Upon my arrival to [redacted] for a conference, I was first told by this hotel that my original reservation was under the incorrect dates and that I was listed as a 'no show.' I was then told by the manager Jennifer that my reservation had been canceled. Jennifer stated at the hotel was full (which was immediately after she offered the option of multiple rooms with a "different view" to a couple next to me, which they did not take her up on). She stated that I did not have any options. I called [redacted] who had difficulty getting ahold of Jennifer. Per [redacted], Jennifer the manager denied that she had ever offered to change the registration dates for [redacted]. As [redacted] records all of their phone conversations, they stated that she was lying. After almost two hours, Jennifer told [redacted] that I would need to make a reservation somewhere else and suggested that I call another double tree and make a second reservation at almost double the cost. She additionally refused to refund my prepaid hotel reservation and stated that [redacted] would need to call a reservation manager on Monday to discuss any refund. [redacted] has tried to contract this manager with no response. I had to stay at another nearby hotel ([redacted])at almost 150% of the cost of the room I originally booked, which was far out of my budget.

Product_Or_Service: Hotel stayDesired Settlement: DesiredSettlementID: Refund

I want a full reservation for the three nights I had prepaid for the double tree, since they were at fault for my incorrect reservation and I had to find another hotel. I additionally want them to either pay for my stay at the alternative hotel or to pay the difference between the two hotel stays, since I had to find an alternative and more expensive place to stay and was very inconvenienced. The double tree staff, specifically the manager, were rude, unhelpful, an

Business

Response:

Guest Assistance File Number: [redacted]We consider this matter resolved. Guest was advised a refund would not be issued.

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,

Review: Good Afternoon,

On March 2, 2014 I booked a reservation to stay at the Embassy Suites on [redacted], TX on May 23-25th . I had planned a trip with my mother to go visit my sister in Texas and spend a few days with her. My mother, my sister and I were all planning on staying at the hotel and do some shopping and catching up. Unfortunately on May 21 my nephew the son of my sister who I was going there to visit pasty away in a horrible car accident and everything turned very tragic. He died two days before we were due to arrive and I was very distraught we had to immediately change our plans and the trip turned into a funeral. I was too upset to call the hotel that same day but I called them 24 hours before my arrival on May 22, 2014 and I spoke with the management there and told them about my issue and that now I was going to stay with my sister to provide her with the support she needed instead of the hotel and to please cancel the reservation. However after I explained what had happened they told me I would still be charged for the room and I would not be issued a refund because it was a prepaid reservation online and they also said since it was my nephew only immediate family counted as an excuse to cancel a room and get a refund.

I was appalled to hear this and I was very upset I sent a letter of this issue to corporate and I received an email that said the would get in touch with me in a few days to discuss this and it has been almost two weeks and never heard back from them. Today I checked my CC statement and the hotel has now charged me a parking fee for the reservation that I did not even stay I called just now and they said that I had authorized all charges when I booked. I am very upset at the situation not only have they refused to refund my cc for the room now they have charged me for a parking fee. The manager just told me that they would credit me back my parking fee however the room would still be charged.

I would like to know why a chain like this whom I have used several times and I am even a hilton honors member refuses to get in touch with me and even care about my situation. I feel like they do not care about its customers and only care about profits. I would like to request again to have my credit card refunded or at the very least an explanation from their corporation and an apology for treating me this way they told me he was not my immediate family but he is my nephew he was like my son to me and also his mother was going to stay at the hotel as well as a guest but they have refused to listen or even care about my situation.

Enclosed is my reservation number with the amount charged on my CC.

Thank you for your time in helping to resolve this matter

Reservation Number: [redacted] Hotel I was supposed to stay at is

Embassy Suites

[redacted], TX [redacted] Date of Arrival May 23-May25

Amount Charged: $391.23Desired Settlement: I would like to see their policy where it says mothers are not immediate family because I was told that I was not going to be issued a refund because he is my nephew and even though the mother of my deceased nephew was planning on staying they did not care and have failed to contact me regarding this matter. I would like for them to issue me a refund for the total amount charged to my CC including the new parking fee that they have just charged today.

Thank you

Business

Response:

Guest booked a nonrefundable reservation. We are unable to refund; however, the hotel did advise her of a free night offer in the future. Thank you.

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 called the day before my reservation to advise them my Nephew had just been killed in an automobile accident, my Sister's Son who was going with me to stay, and was advised that He was not considered Family and they only refund if it was Family. At no time was I ever offered a free night stay, I was advised that it was booked online and they can't help me. I would accept another 2 night stay to get this matter resolved.

Regards,

Business

Response:

Guest will need to contact Brittonee Allen at the hotel as the offer of a free night came directly from the property. We will not be able to issue 2 nights- as the one night was given as a goodwill gesture. The number to the hotel is ###-###-#### and the Guest Assistance File number is [redacted]. This matter is considered resolved.