Hilton Worldwide

Review: I upgraded to a [redacted] Surpass Credit card. I was suppose to get 50,000 bonus points after I spent $3,000.00 the first three months of the the new card. Besides that I was to be award a little over 26,000 for normal purchases for that months use. Hilton honors is rejecting the points that [redacted] has submitted to them.

NOT only that but I have emailed and called Hilton HHonors multiple time and have been told I would receive a email and a call back and I have not recived one. They have not promised what they said they would do in the time they said they would do it and that is what frustrates me the most and the fact they are rejectting my 26,000 points from [redacted]

Here is a reference # that Hilton Hhonors has created for me. [redacted]Desired Settlement: I want my [redacted] point added and an addtional amount for the time I spent on the phone with them and got nowhere most the time.

Business

Response:

[redacted] was experiencing issues with transferring points to Hilton. Points were eventually transferred and posted on 11/21/13. A total of 76,585

Review: I was told that I would be provided with free Wi-Fi for 24 hours at the front desk due to the fact that I had a very important document that needed to be submitted and my [redacted] information would not work to get me free Wi-Fi. At check out I thought I saw it had been comped as promised but upon further review of my bill it was not removed from my bill. I am extremely upset as I was told I would not have to pay for Wi-Fi for 24 hours.Desired Settlement: I would like for them to either remove the Wifi charge ($9.95 + applicable tax) from being charged to my credit card ending in [redacted] or for them to reimburse me these funds via check. I would also like an apology as I was guaranteed it would be removed.

Business

Response:

[redacted] <[redacted]>

2:42 PM (1 minute ago)

to me

Please be advised compliant #[redacted] has been resolve the hotel issued a credit in the amount of $9.95 to [redacted], no further action is needed in this case.

Thank you

[redacted] /Credit Manager

Direct ###-###-#### | Fax ###-###-####

237 South Broad Street, Philadelphia, PA 19107

Doubletree By Hilton/Philadelphia Center City

DoubleTree.com | Become a fan on [redacted] | Follow us on [redacted]

Review: 10/04-10/05 CONFIRMATION NUMBER : [redacted] Hilton [redacted] - MISSING STAY POINTS

08/16-08/17 Confirmation # [redacted] Hampton [redacted], TX - Over Charged 20,000 points

07/13-07/14 Confirmation # [redacted] Doubletree [redacted], GA - Missing Stay Points

11/27-11/29 Hilton Garden Inn [redacted], TX - Missing Stay Points

The above stays have not been recorded for any rewards points and the [redacted] one I was overcharged 20,000 points. I have tried over and over to get this corrected and Hilton Honnors continues to give me the run around with no resolution.Desired Settlement: I would like my points replaced. I stay 80-100 nights a year with Hilton Properties and it seems that this continues to be a problem and not corrected. I would like a phone call with a resolution. Greatly appreciate your time.

Business

Response:

20k points were credited back on 10/14/13

Review: Dear [redacted]. [redacted]:

I [redacted]. [redacted]. booked a reservation at the Embassy suites [redacted] airport location on 07/09/2013, I was referred to the hotel by a representative at another Hilton located in [redacted] and I called to book my reservation in which I was quoted $103.00 per night. When I arrived at the hotel after driving from [redacted] I learned that there would be a $19.00 paring charge that I was not informed of when I called to book my reservation. However, I elected to stay at the Embassy Suites because I was tired and was about to attend an event in [redacted].

When I arrived and took possession of my room the balcony door was not all the way closed, there were bugs on the bed and the iron did not work, there were flying bugs in my room so I quickly got dressed and left for my meeting in [redacted]. I returned at the hotel at approximately 12:00 a.m. from my event and noticed that I did not have my cell phone, I was told by a representative at the front desk that there would be no charge to call my cell phone to try and locate it. I made several phone calls to my cell phone which is the same cell phone that I had given the representative when I booked my reservation.

I eventually found my cell phone located under the couch and the reason that it did not ring was because I had the phone on silence. So at approximately 6:00 a.m. after I proceeded to leave the hotel and board my flight I received a bill in the amount of $134.00. However, I noticed that the total charge was $206.00 in which $76.00 was billed for phone calls that I was told I could make to locate my cell phone. When I arrived back from Mexico I stopped by the hotel and a representative printed me out a bill that states the departure time was 2:23 P.m. which is inaccurate because I checked out at 6:00 a.m. I did not stay at the hotel a total of 12 hours, I did not sleep in the bed because bugs had invaded the room, so I left and stayed in my car driving through [redacted] to ensure that I did not miss my 8:00 a.m. flight and had decided that I would deal with the issue when I returned to [redacted] on 07/15/2013. No manager was available and I waited the lobby for a manager to return from break. I was then told that I would receive a call back from management in which no manger ever called me back to my knowledge. I informed the front desk clerk that I had left my cell phone charger in the room however, she stated that it was no where to be found in your lost an found department.

I will dispute the telephone calls because no one told me that it would a charge of $7.00 per call for a minute in which I never made contact with my cell phone, the reason that the phone fell in between the couch is because I was trying to iron my clothes and dodge bugs, the iron never worked so I went to my event with wrinkled clothing.

I stay at many embassy suites in different states and I stay at many Hilton hotels, I was only in this hotel for approximately 11 hours and 52 minutes and it was the worst experience I have ever encountered. Bugs in the room, bugs in the bathroom, and bugs in the living room, they started to surface and it made me feel very uneasy about sleeping in that room, then I lost my cell phone and left my charger in the room. Why would I dial my own number except that I lost my phone that I called to book the reservation with, there was no telephone charge information available in the room that I visibly seen, and the front desk should have informed me that the price would be high to dial in an attempt to find my $700.00 Samsung Galaxy Note telephone. This is an injustice and with the total experience I will never stay at another Embassy suites, I ended up book another hotel on 07/15/2013 to reside in once I returned to [redacted], I was going to give the Embassy another try but I did not like the fact that I sat in the lobby for an extended period of time to speak to a manager and no one was available.

Before I dispute the entire transaction with my bank, especially the phone.Desired Settlement: Refund of my money for unjust billing practices and unsanitary room conditions.

Business

Response:

File has been sent to hotel. PLease allow 3 business days.

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:

There is no message from the business. The message is blank

Regards,

Consumer

Response:

[redacted]. [redacted]:

The business response is unacceptable. I originally contacted the hotel on 07/15/2013 and I gave the hotel 30 days to respond before I filed a complaint. At this point when you originally sent the message about the hotel responding within (3) days those three days have already past. I have stayed at other Hilton Branded hotels since this incident has occurred and I never ran into the problems that I encountered at this Embassy Suites, and I have stayed at many Embassy Suites in the past. I am curious to see what the business response will be.

[redacted]. [redacted].

Business

Response:

Guest advised the front desk that he called his cell phone because he forgot where it was left in the room. No mention of bugs to the staff while at the hotel. No refund will be forthcoming.

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 am awaiting the terms of resolution that the business is proposing.

Regards,

Review: My husband is staying at this hotel on business. At check-in, he was required to give them a debit or credit card number even though he paid for the stay in cash. He was told they needed this number in case there were any 'Incidentals'. He was told they would NOT take anything out until check-out and only then if necessary. He gave them our debit card number. I have since found out that they have charged $80 on my account. I called the bank and they confirmed that it had been taken out. I called the hotel and was told this was for possible 'incidentals'. They told me that I would be reimbursed in 5 to 10 days after check-out. This has caused me problems with my funds at home. This was a charge that we were not expecting. There have not been any incidentals and they took my money!!!Desired Settlement: DesiredSettlementID: Refund

Of course I should be refunded but they should not be able to do this. An apology would be nice. The girl I talked to on the phone was very rude. If this causes any checks to be returned, they should have to pay for those charges also.

Business

Response:

Please provide city, state, hotel, and name of registered guest

Review: I made a reservation with one of your hotels (Hilton Garden Inn [redacted],Texas) for 5/25/2013; for my mother and I. My mom is ill/84yrs of age, bed-bound. I'm 57yrs of age, dealing with complications of colon cancer; all could be proven. During my online reservation to your hotel, I ask to be placed on the highest floor (which was the 4th floor), because I've been in many hotels before, and I know a lot of times people on the top floors can get a little noise, and we really needed some rest. We were traveling form one family home to another for the weekend. When I arrived at the hotel, it took some time getting my mom out of the car, because she has to move by wheelchair; and no, no one ask if I needed help. When we got to the front desk, I was told by the clerk, that there was no rooms left on the 4th floor. I stated how I really wanted one on the top floor and why. She then stated that she will place me on the third floor, and it should be very quite, because the hotel wasn't full yet.

I was happy to hear that, but as soon as I got to the 3rd floor, I heard lots of noise; like knocking, as if someone was building something. As I'm going down the hall to our room, I see lots of men working inside of empty rooms, and doors slamming as they walk in and out of them. When I got to my room, I noticed that they were working on both sides of my room. First thing I thought, no rest for us for a while; but why wasn't I told construction was going on, on the third floor. So when I got my mom settled I call down to the front desk to ask, "how long will it go on". The clerk stated "only until 7pm". I was OK with that, but it went on longer, until about 10pm, or a little afterwards. But during all that noise, I (we) truly tried to get some rest, but doors kept slamming and then all of a sudden I heard kid/teenagers playing outside of my door. I look out of the peep hole, and it was teenage boys (teen football team wrestling right outside of our door. I opened it and ask, if they could calm it down some. They stop fr that moment, but about 15mins later, I heard a knock on our door, my mom woke up. When I got to the door, I peeped out of the hole first and notice the boys running to a room (#[redacted]) across from ours (#[redacted]). So I figured that they was probably angry because I ask them to stop the noise. I waited for them to come either open their door and come back out, so that I could ask for a parent, but they didn't open it right away, s went back t lie back down. A few mins later, another knock at the door, this time I got up faster and I opened the door and ask them to "please stop playing at our door", and that I was going to report the matter to the front desk.

I did call down and spoke with a [redacted] or [redacted], and told him what happened. He said that he would take care of it, but I'm not sure if he did, even though I didn't have any more knocks at the door, there were still noise with the boys running up and down the elevator and hanging out in the hallway and slamming their door so many times. Where I had to go down t the front desk to speak with [redacted] in person about the noise. He didn't really seem concerned. As if he's afraid to say anything to them or perhaps because he was pretty young himself. All I know is that the noise didn't stop until about 2:30-3am. In between all that, a "fire alarm" went off, so No, I never got to sleep until abut 04:am. My mom kept falling asleep, but kept being woken up due to the noise. I couldn't fall asleep, because once the teens finally stopped, I began hearing noise next door to our room. I guess someone had checked in, but checked in late. I could hear them talking loud, in the bathroom and slamming their dresser draws. When I finally fell asleep around 04:30am, I was awaken yet again around 06:30 with lots of banging/slamming of doors.

So, No I will never be back and NO, I didn't get what I paid for and I want some or all of my money back. And I will keep trying until I do; whether it's through your company or small claims court. I don't care how small of amount it is, it's the principal of it all. And not only that, the hotel involved won't even respond t me.Desired Settlement: The entire refund.

Business

Response:

Here is the response the hotel sent to the guest:

6/14/2013 7:32:37 AM [redacted] From: [redacted]

Sent: Friday, June 14, 2013 7:30 AM<BR>

To: [redacted]

Subject: FW: Hilton Garden Inn [redacted]<BR>

<BR>

[redacted],<BR>

<BR>

I have responded to you, SEE below on 5/28 with a resolution, which was the same day you responded to my original e-mail. I have not heard from you nor the agency in which you booked your reservation with. Until I receive a response from them, I will not be able to apply a credit. I have also responded to the a letter from the Revdex.com . <BR>

Have a fantastic day!<BR>

<BR>

From: [redacted] <BR>

Sent: Tuesday, May 28, 2013 2:56 PM<BR>

To: '[redacted]'<BR>

Subject: RE: Hilton Garden Inn [redacted]<BR>

<BR>

Thank you for getting back to me, Feel free to let the company in which you purchased your nights stay with and tell them the situation, in return when they contact me, I will refund the money. Going through a 3rd party booking can be a bit frustrating, but I will reassure you that I will work with them to get you your refund. <BR>

<BR>

If they wish they can contact me!<BR>

<BR>

[redacted]<BR>

General Manager<BR>

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. I

accepted it weeks ago. You may close the case

Regards,

Review: I reserved our room on 7/22/14 with no payment we checked in on 7/25/14 around 11:45pm the man swiped visa credit /debit card twice didn't think much of it got up next morning checked my banking and the hotel took out $50 in fees and $241.52 twice I was only suppose to pay $419.58 so I called Gwenda and she said she would take care of it with my bank because it was all pre authorized they shouldn't be taking it out till we check out she got back to me and said the money would be put back in Monday morning and gave my wife and I free breakfast on Sunday for our inconvience thank god I took extra cash with us cause they pretty well cleaned out our checking acc.they came in our room sat. while my wife n I were takeing a nap to make sure the room was cleaned we checked out Sunday come Monday my wife went for groceries and there wasn't enough money in our acc.very embarising so I called Gwenda and she said it could take 3-7 business days not what she told me sat.everything she told me the opposite happened so I called Hiltons customers service they told me Bill D[redacted] would be in contact he wasn't I had to call after him finally talked on Thursday and he had an excuse for everything made me feel poor cause it was my fault I didn't have enough money in my acc.He BELITTLED me he said cleaning lady came in cause we didn't hang the do not desterb sign on knob that I get but if you clean it scratch it off the list the room was nice but the money part made the stay horrible for my wife and I they had a sign that sad if your not completely 100% satisfied your stay is on us I don't do stuff like this but the way Bill made me feel We aren't satisfied till we get our money back and as of now any Hilton/ Hilton garden wont be getting our businessDesired Settlement: A check mailed to my house in the amount of $419.58 nothing less

Business

Response:

Guest will be refunded $209.79 due to housekeeping coming into the room without knocking. We are unable to refund guest for hotel policy of holding incidental charges on his credit card. Hotel has contacted bank and released the incidental hold.

Review: Homewood Suites in [redacted], Ohio has the worst customer service I have ever seen in my life. Homewood Suites, a branch of Hilton, has neglected me as a customer. Their staff stole over $800 of merchandise from my business & refused to even search for the merchandise for 48 hours after about 50 phone calls! [redacted], the general manager, has been absolutely worthless!! Never staying at any branch of Hilton ever again!Upon an hour of departure from hotel we realized we had forgotten bag of $800 worth of [redacted]'s Merchandise and immediately contacted hotel manager. We were told they would get to it when the cleaning lady got to the room. Contacted hotel 10 more times that same day speaking with [redacted], the General manager of hotel. Were given same story several times that they "hadn't gotten to the room yet." The next day contacted hotel & I spoke with **. [redacted], was given several different stories upon what had happened. The 1st story: the cleaning lady found nothing. I had responded with, "well there were also clothing items int eh drawers." 2nd Story, "we found the clothing items but not the bag." Several days with the same back & forth story. **. [redacted] was supposed to send a detailed listing of each item to the insurance company & the insurance company was to contact me. However, the insurance company never did contact me, we do not feel that [redacted] even filed with the insurance company. Under Ohio law, the hotel is liable for over $500 worth of merchandise & has neglected to recognize this loss. Since the value of the bag was $800, they hotel is liable for this loss yet fails to comply with the Ohio law, let alone the worst customer service I have ever seen in my life!Desired Settlement: DesiredSettlementID: Refund

$800 reimbursed

Business

Response:

Response from the hotel:

I spoke with our Director of Life Safety again yesterday redgarding the claim. The hotel is not liable and we did conduct a through investigation and provided the information to our insurance company. The claim was not covered under our policy.

Review: I stayed with Embassy at there [redacted] location, I was there from 8-30-13 thru 9-3-13. The last night of my stay my truck was broken in to, I Checked with the General Manager about security cameras. The General Manager told me that the camera had a bad angle and could not see the whole truck, I have stayed with Embassy many times , thinking that security of your guests would be high priorty. I would think that you would have security cameras that would cover the whole parking lot. The extior lighting is the worst of any Hotel I been in. There is construction going on and most of the parking is blocked off.

I only saw a security person on aturday 8-31-13, do you have perminant security assigned to this hotel, I would think due to the Construction and blocked parking you would have added security in that hotelDesired Settlement: I want you to let other travelers know when construction in your hotels or around your area is going on

Business

Response:

File [redacted] has been created and sent to the hotel. Please allow 72 hours for response

Review: Dear Sirs:I am writing this letter to tell you how extremely disappointed I was with my recent stay at Homewood Suites and Inn located at [redacted]. Hilton should be ashamed to have this hotel have the Hilton name associated with it. I am also protesting my charges with [redacted].My family checked in on August 29, 2012, and checked out on September 2, 2012 after four nights of very unsatisfactory accommodations. Prior to my arrival, on August 28th and August 29th, I called the hotel and requested a feather-free room since my children have asthma and I have severe lung damage. When booking this room, I called the hotel and told them that I needed a room that pets were not allowed to stay in. They told me that the wing of the hotel that I was staying in do not allow pets. Evidently, I was lied to because during our entire stay we saw many people with dogs especially large dogs and upon checkout on the last day I had spoke to the general manager, I was told that what was told to me was not true pets were allowed all over the hotel.On the first day that my family entered the hotel room, there was a very bad odor in the second bedroom. I was told that they just caulked the bathtub and that was the cause of the odor. The odor was a very strong vinegar type smell. Also, in the master bedroom, there was a putrid odor of ammonia coming from the closet and the smell of dog feces in the room. In addition , the blankets on the bed had all urine stains and brown feces stains on them and they were made of goose down. Also, the majority of the pillows that were on all three beds contained goose down. I asked if they could do something about the odors and they said they would when we left for [redacted]. Also, they brought us up new blankets and they were severely stained also (see photo #1). After the third time finally the women working the desk ([redacted]) brought us up some blankets that were finally clean. She said that she personally went to the laundry room to get them. Upon returning to our room at 11 P.M., the closet still had a very strong and putrid odor of ammonia which we had to close the door and put a damp towel in front of in order to quell the smell (see photo #2). After calling about the odor, the next day and the day after, nothing was still done. In addition, the smell of dog feces still lingered. As my daughters went to bed, upon examination of the room, I found a dark spot next to the night table that was still moist and smelled of dog feces. When I called the front desk, I was told that they couldn't rectify the problem tonight and it will be fixed first thing in the morning. After my daughter couldn't take the smell anymore, I put her on the sofa and went to the Giant Supermarket and purchased Oust (an odor eliminator) and I had to clean the feces off of the carpet myself and deodorize the room I used my foot as a reference to the size of the feces that was on the floor (see photo #3). I also had to drive twenty minutes each way to a [redacted] store to purchase "Nature's Miracle Pet Odor Remover". By this time, it was almost 2 a.m. I was finally able to get the odor's immediate stench out. The next day, the closet still had the odor and this wasn't rectified for our entire stay. I had complained about the odor in the closet every time we arrived back at the hotel from [redacted]. On one occasion it was [redacted], on another night it was a gentleman working the front desk who I cannot recall his name and on the Friday or Saturday night it was [redacted] and [redacted]. Also, the bed sham in the main bedroom had a urine stain and smell on it too (see photo #4). I had to use Nature's Miracle on this stain, too. In addition, the closet in my daughter's room ( the 2nd bedroom) had an odor that wasn't corrected either. Also, her bed sham had dog or some kind of animal vomit on it (see photo #5). After three days of complaining about these foul odors, I had to finally leave a day early since the issues were never rectified. Upon checking out, I called the general manager to come up to the room and I showed him all the issues. He was very polite and said that I was correct. He also stated that when I booked the room, the front desk should have never told me that dogs aren't kept in that wing because it was not true. Also, the chairs in the kitchen had urine odors to them too and satins that I once again had to use my "Natures Miracle Pet Odor Remover" on (see photo #6). Also every single day the bathroom would not be cleaned properly either (see photo #7). Not only was I disappointed, I was very upset because after the first night, my two daughters and I started to get asthma attacks and it cost me over $400 in nebulizer medication to try and quell the symptoms. I am requesting that The Homewood Suites and refund my entire stay due to the conditions of the room(s). It has now cost me close to $1,000.00 in medication because each of my daughters and myself had to be on the nebulizer/asthma treatments for over three weeks. If you have any questions or would like additional photos, please feel free to contact me anytime via email at [redacted] or on my cell phone [redacted] or my home telephone [redacted].Sincerely,[redacted]Desired Settlement: FULL REFUND

Business

Response:

Guest was refunded a total of 2 nights - as of 11/10/12. We are unable to compensate further.

Review: Hampton Inn claims to have a "Best Rate Guarantee" but refused to honor it. I reserved a room in my wife's name at the Hampton Airport [redacted] in a "King Studio Suite" for 8-23. The price at which it was reserved was HIGHER than the price on the [redacted] website. Hampton has a policy by which if you demonstrate the room price was higher on their own website than a competing website, they will honor the lower price, plus credit $50. Hampton refused to do so. It claimed the studio suite we reserved was different because it had a "wet bar." However ALL STUDIO SUITES AT THE HOTEL HAVE WET BARS, so this was a bogus excuse and an outright lie to not honor the warranty. I have repeatedly emailed them and they have refused to respond. Proof that all "studio suites" at the hotel have wet bars is shown here:

[redacted]Desired Settlement: We cancelled the reservation when we were denied the rate we were entitled to and found a different hotel, but now that I find out I was lied to, I would like a $50 credit for a future stay from Hampton and/or for them to create a new reservation honoring the original claim.

Business

Response:

All studio suites did not have a wet bar. With this, the reservation could not be honored at the lower rate. Reservation was subsequently cancelled. Cancelled reservations can not be honored.

Review: I booked a six night stay at The Embassy Row Hotel for a business trip to Washington, DC. My business travel changed after I booked the room and the hotel would not allow me to change the length of my stay nor would they provide credit for a stay at the hotel on my next trip to DC.I offered to make another business trip in the same month, so they would not lose revenue in a single month, which was one of their points of contention, but they refused my offer.Desired Settlement: I would like The Embassy Row Hotel to credit me for three nights which I no longer need to stay at their hotel or provide me credit toward three nights on a future stay at their hotel.

Business

Response:

Dear [redacted],We received your recent letter, ID [redacted], in reference to a guest's complaint. The guest [redacted]. [redacted] was a guest of The Embassy Row Hotel, We have enclosed the details of [redacted]. [redacted]'s stay, including interactions prior to her stay.On April 22, 2014 at 4:43 PM, [redacted]. [redacted] used [redacted].com to book two superior king rooms at The Embassy Row Hotel. The [redacted] for superior king room #1 was reserved for May 5 - May 10,2014. The booking for superior king room #2 was reserved for May 4- May 7, 2014. [redacted]. [redacted] cancelled both of her reservations on the same day, April 22nd at 4:50 PM.[redacted]. [redacted] called our reservations department on April 22, 2014 and stated that she would like to reinstate one of her two reservations, specifically superior king room #2, reserved for May 4 - May 7, 2014, Our Front Office Manager spoke to [redacted]. [redacted] and confirmed the modification free of charge and reinstated her reservations for room #2.On May 4, [redacted]. [redacted] checked into The Embassy Row Hotel and was given a superior king room for the dates of her stay. All guests checking into the hotel are required to sign a registration card, which includes the daily room rate and the arrival and departure date May 4 - May 7, 2014. [redacted]. [redacted] signed the registration card and stayed the full-length of her stay.The correct amount of $955.02 from the superior king room for her stay May 4 - May 1, 2014 was charged to [redacted]. [redacted]'s credit card. This is the only charge that The Embassy Row Hotel applied to [redacted], [redacted]'s credit card. Enclosed you will find (a) details from [redacted].com, (b) a screenshot of tier reservation, (c) a system audit detailing the transactions (d) a signed registration agreement at check-in, and (e) final bill.Please let me know if I can answer any questions for you.Sincerely,

Review: I was given a $75 Gift Certificate to the Hilton at [redacted] ([redacted] NJ) from my nursery school class 4 years ago and I called every year to make sure it was still valid. I was assured it would never expire by the hotel representative. Much to my surprise when I went to redeem it last week I was told the companyu went BK and I needed to go to the state of Delaware site for unclaimed property. Obviously, it was a gift and my name was not attached as the owner. I feel that this is a total injustice to the children and their parents in my class that paid the money for the gift certificate and then have the Hilton Corporation steal the money with no intent to honor their obligation.Desired Settlement: I would simply like my $75 gift card re-activated and allow me to enjoy the gift that was paid for by the children in my class.

Business

Response:

File has been created for hotel. Hotel will contact guest within 72 business hours

Review: Several years ago - I joined the Hilton Honors program with the following membership number - [redacted]. I know this is correct, because when I created it, I copied and pasted it into my [redacted] EZ Travel website so I wouldn't lose it. Little did I know - it was them who would lose it and transfer the account over to another [redacted]. I have given Hilton all of my prior addresses - they have promised to fix this problem time and time again - tell me someone would contact me from management and NO ONE ever has. They keep asking me for the same information I have given them over and over again. They LOST my account and transferred it to another person of my same name. I have asked them to look up my prior travel, when my account was originated and they have REFUSED to help me. I want my account restored to me - I want credit for the visits I stayed at. I shouldn't have to start over. They keep blowing me off and even though I told them I would contact the Revdex.com - they ignored me again. Please handle this for me, they obviously are incapable of taking care of the customer.Desired Settlement: I want my account back - if I can't get my account back - I want them to create a new one for me, and give me DIAMOND status for the next year. I want a record of my stays. I want to know when I joined them. I would have used the email address - [redacted]

Business

Response:

Guest was contacted by our Loss prevention department and replied the following:

"HELLO THANKS FOR THE UPDATE - THROUGHOUT THAT LIST - I HAVE ONE STAY. NOT MUCH - BUT I KNOW I'VE USED THAT NUMBER IN MULTIPLE LOCATIONS THIS YEAR - 4-5 TIMES. IT'S OK - THIS IS A START AND AS LONG AS I HAVE MY OWN NUMBER GOING FORWARD. I AM HAPPY."

THIS HAS BEEN RESOLVED

Review: I checked in the hotel on July 12, 2013 for a convention. I was the first of three people staying in my hotel room. I coordinate 3 rooms in which one set up three decided not to stay at the Embassy Suites because of the high price. That is another bad story. My problem is with the collection of the hotel bill. I paid my $959.50 when I check in using cash. The hotel General Manager, [redacted] was the one who check me in. He stated he could not accept the cash and asked for another person, **. [redacted] to receive the money. My roommates checked in later, each using her charge card. The man name [redacted] stated that they should pay for the room and parking upfront, in which they did. First they charged my roommate, **. [redacted] over $6,000 on her card after she paid per part of the room, $959.50 plus her part of the parking. My other roommate **. [redacted] paid her $959.50 plus her part of the parking. I traveled by train and taxi. When July 18, 2013 came, I was told I did not pay my hotel bill and that I owed. I took my copy of my paid bill to the front desk. I was told it was keyed in wrong and everything was okay. Once again, they charged my roommates my part of the bill without their permission. I called the Manager **. [redacted] and he never returned my calls. He did contact **. [redacted] and **. [redacted]. I contacted Hilton Honor via email and they did not respond. I guess they though by responding to **. [redacted] that was okay. It is not. The problem is, where it is in the law that a hotel can charge my roommates credit card without their permission? My part of the bill was already paid. Can you show me that regulation? I had to ask both ladies to contact their card company to let the card company know that Embassy Suites is charge fraudulent charges on the card. One other problem is the inability to use our cell phones. Can you assist?Desired Settlement: There was no compensation for the problems and troubles we had. We are very unhappy with the professionalism of this hotel. I coordinated the stay at the hotel. I am sorry they went through this because I paid cash up front. They both went through a lot of emotional stress. **. [redacted] is a licensed counselor, had to resolve this issues in between seeing her patients. **. [redacted] had to resolve problem in NC. I was called on my job in VA because of their frustration.

Consumer

Response:

In

my previous statement, Embassy Suites and Hilton Honors made no attempt to

compensate myself and the other two ladies (my roommates) with a free night,

partial refund, etc. Therefore we no

longer expect compensation from the hotel.

The main problem is the collection of the hotel money regarding our

stay. I paid cash for my part of the room;

my roommates each paid their part by credit card. The manage staff stated I did not paid my

part of the bill ($959.50) and I took them the receipt where I paid. The management continued to charge my part of

the bill to my roommate’s cards without their permission. (Charges over $6,000was put on **. [redacted] card at one time). The hotel management staff continue to charge addition funds on their cards even after we checked out of the hotel. I felt that the staff pocketed my money in

hopes that I did not keep my receipt; thereby, exploiting money. This is how I feel whether it is true or not.

I want to see the regulation where a

hotel can charge expenses on a credit card without the permission of the credit

card holder. Since my expenses were fraudulently

charge on my roommates’ credit cards, who else are they charging on other

credit card holders when management claims that a person has not paid the hotel

bill? I would like to see this

regulation regarding charging credit cards without permission.

Review: Refund of the $165.11 reference number [redacted].

I have a number of photos I can also provide to show the lack of cleanliness at this hotel.

I want to dispute a charge on 11/22/2013 while at the Hilton Hotel in [redacted], Florida. The amount I want to dispute is $165.11 reference number [redacted] as reflected on my final bill totaling $500.19.

On the morning of Nov 22, my daughter (27 YOA), my wife and I entered the [redacted] room where breakfast was being served. We asked if breakfast was complimentary and the hostess at the entrance told us it was complimentary.

My daughter did have a bagel and some small pastries. I had purchased a $5.00 coffee in the lobby of the hotel and did have a couple of small pastries.

Our friend who we had invited to join us for my daughter [redacted] competition was also staying at the hotel. Colonel (Ret) [redacted], his wife [redacted] and daughter joined us at the table. He also was told that the breakfast was complimentary. They all had breakfast at the hotel. At the end of the breakfast the server handed a $165.11 breakfast bill. I told the server that I was not paying for the bill because we had been told the breakfast was complimentary.

I advised the head server I wanted to talk to the manager. I did NOT sign for the bill. I went to the front counter and asked to talk to the hotel manager. I was told the manager was busy and that she would call me to settle the issue. She never called me.

Was more disturbing is all the issues we experienced. I had made arrangements for an early checking for my wife and my daughter who were flying from [redacted] to [redacted]. I was at the [redacted] and was going to fly from [redacted] International to [redacted] that evening.

When my wife arrived at the hotel with my two little dogs, and luggage they were told the room would be ready at 1:00 p.m. At 2:00 the room was not ready yet. My daughter, wife and two dogs took a taxi to another hotel where my daughter had to attend a mandatory meeting for her [redacted] competition. The hotel front office advised my daughter they would call her when the room would be ready. My wife and daughter came back to the hotel and room was still not ready.

I arrived later that night and my wife explained the issues she had with the early check in.

In the morning my wife went to take a shower and we discovered more issues with the room.

Wife took a bath in a dirty bathtub. A Plummer had to be called. We were in the room until 11:30 waiting for them to unclog the bathtub. I have a number of photos to show how dirty this room was, dirty balcony, dirty and dusty floor, with used coffee cups from previous hotel guess. The hotel did offer a free night at no cost.

Daughter had allergies as soon as we arrived in the room. When maintenance personnel remove the cover to the AC we discovered the AC had not been cleaned in years and had no filter. The maintenance worker was preventing from removing the AC cover completely so we could not take photos of the dirty AC core, but I was able to take several photos. I can send all the photos we took upon your request.

I am not paying for the charged $165.11 for breakfast I didn't agree to. We were advised breakfast was complimentary.

Col (Ret) [redacted] is also a witness and he can be called to corroborate this issue. My daughter [redacted] is also available to be interview.Desired Settlement: Refund of the $165.11 reference number [redacted].

I have a number of photos I can also provide to show the lack of cleanliness at this hotel.

Business

Response:

Please provide us with the specific hotel in [redacted] and the registered name on the room

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The complaint is against the Hilton Hotel located

at [redacted] Fl [redacted], tel # ###-###-####. Room # [redacted], confirmation #

Regards,

Business

Response:

Hilton Guest Assitance File Number: Ga file [redacted] We have made the decison to award a refund of $165.11 for one nights stay for the incovenience. Please allow 10 business days to receive the check from our office.

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 at the Hilton Garden Inn from 12/30/13 to 1/1/14. I received my bill the following month and had a charge for 12/30/13-1/2/14, and another charge for $250. I contacted the hotel immediately, and left messages over the next week for the night auditor and the hotel manager. After not receiveing any reply for that week, I contacted the Hilton corporate office, where an employee offered to contact the hotel on my behalf to find out what went wrong and have the refund returned to the card. The following day I received this. Thank you for your inquiry, in regards to the extra $250 charge to your credit card. This was assessed due to the fact that we are a "smoke free " hotel and during your stay someone had smoked in the room. We thank you for being our guest and look forward to seeing you in the future. If you have any further questions, please feel free to contact me.[redacted]Front Office ManagerPh. [redacted]I don't smoke nor did my guest in the room. I am highly irratated by smoke and am offended that anyone would accuse me of being a smoker or allowing anyone to smoke in my requested non smoking room. I replied to [redacted] immediately and also called and left a message. It should be the procedure of the hotel to contact a guest of any possible problem immediately. I was never contacted by any hotel employee for any reason during my stay. The hotel manager actually walked past our wide open door as we were taking our belongings out of the room and pointed out that it was check out time. He said nothing about smelling smoke or having received any kind of complaint of smoking. I have requested photos or anything else they might have to signify anyone had smoked, but again received nothing from any Hilton employees. I have not received any follow up at anytime except the above message, which also didn't address the fact that I may have also been charged for an extra night.Desired Settlement: Minimum Settlement for me- the $250 back to my card and adjustment for the extra night charged. An update to hotel policy to notify guests if they have a problem or complaint would also a good move for the business. A customer should never be blindsighted by unauthorized charges. A training on customer service and follow up might also be helpful. If a customer tries to contact you multiple times, someone should have the respect to follow up with them.

Business

Response:

Guest has been advised by the hotel, as well as the corporate offices, that the smoking charge will stand. We do apologize; however, we are unable to reverse the fee.

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 do not smoke and the organization never notified me at any time that there might have been a problem or provided any evidence or claim that anyone smoked. A conpany shouldn't be able to just make randon charges on people's credit cards without some type of approval or notification. This organization hasn't even given the respect of a reasonable explanation of where this claim came from orr the decency of a call back. This is absolutely horrible business practice.

Regards,

Business

Response:

Hilton Guest Assistance file Number: [redacted]We will issue $250 refund as a one time exception. Please allow 7-10 business days for check to be received.

Review: On a stay at this " four star" a reservation glitch left me looking for extreme customer service from [redacted], [redacted] and [redacted]. None of the above stepped up to the plate and in fact created additional issues.Desired Settlement: I called **. [redacted] the regional supervisor who committed a call back by Thursday which never came. I spoke to [redacted] who is the property manager who was OUTSTANDING but his hands are tied a bit.

Business

Response:

Please provide city/state/date of hotel stay and specific 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: clearly they have not done anything. The issue was on the 21st of December in [redacted] Ga at their location known as the [redacted]

Regards,

Business

Response:

File has been created and sent to hotel. Hotel will respond to 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: they have offered no resolution

Regards,

Business

Response:

[redacted]

Review: The Homewood Suites Hotel ([redacted] location in [redacted], NC) billed $88.60 for a room that was already paid for through my vacation club. At the time of arrival on 6/22/2013, my room was paid for in the amount of $102.00. Upon check out there were no incidental charges. No other charges should have been charged to my bank card, however, the hotel applied a charge of $88.60 which went through my bank on 6/25/2013. This caused my account to be overdrawn and as a result, over draft fees of $37.50 per item will be charged to my checking account for every single item that is presented for payment until the balance is restored. I would like for the $88.60 to be refunded to my account immmediately and I would like for the or the company- Homewood Suites Hotel ([redacted]) to pay any and all overdraft fees that are incurred a result of their error.

I spoke to the front desk manager - [redacted] today (6/26/2013) and as of 2:11 pm she has not been able to resolve the matter. I have requested a call back.Desired Settlement: *Refund of any and all overdraft fees caused to my bank account

*A free stay at the Homewood Suites Hotel - any location in US due to the fact that the front desk manager told me that the hotel would not refund over draft fees, and due to the fact that she told me the charges would be refunded immediately -today -6/26/13, and due to the fact that I spent the better part of my day trying to resolve the issue by calling the hotel multiple times and by calling my bank multiple times (I have phone records to confirm this)

Business

Response:

A file has been sent to the hotel. Please allow 3 business days for contact.

Review: I have been getting e-mails of reservations for guests at the Hilton [redacted]. The reservations desk at that hotel is using my e-mail to assign to random guests that are staying there. Also, after I saw the first reservation e-mail, I started receiving HHonors registration profiles, statements, etc that are assigned to MY E-MAIL ADDRESS WITHOUT MY AUTHORIZATION!

I have contacted the hotel and also the HHonors desk a couple of times, however, this situation has not been resolved. As a matter of fact, I was completely ignored by the HHonors customer service. That is surely a nice way to treat a loyal guest, huh?Desired Settlement: I would like that ANY profile using my e-mail address that is not assigned to MY PERSONAL HHONORS ACCOUNT 962156374. Also, I would like this problem to be addressed immediately at the Hilton Sao Paulo property. I have never ever authorized anyone at that property to use my email without my authorization. Please make these corrections immediately.

Business

Response:

Guest Assistance file #: [redacted]

We consider this matter resolved. The hotel sent an engineer up to guests room to check concerns.

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,