Hilton Worldwide

Review: When I arrived things appeared great. However, there was a large wet area on the carpet between the bedroom and bathroom and a type of aroma that faintly smelled of vomit. I carry [redacted] with me so that was resolved. Then on Sunday morning about 7:45 am I rec'v a call from the "front desk, guest services" indicating the systems went down overnight and lost the majority of my info and they want to just confirm my information. Being awakened from sleep I asked if I could come down to the front desk later but the guy on the line indicated it needed to be handled right away. I went ahead and confirmed my info over the phone and hung up. After about 10 mins, I decided to call the front desk to verify if the systems went down. The front desk rep [redacted] indicated I needed to cancel my CC right away because I had been a victim of a scam. I hung up and called My CC Company right away and canceled my card. I was in a tough situation because I only had limited cash, the CC I had to cancel, and my check-book with me. I went to the Front desk and asked to speak to a manager. [redacted] indicated she was the manager and I explained my situation and ask her how this could have happened. She explained that I would not Embassy's fault, indicating the staff does not have access to my personal info once the "check in process" was complete and unfortunately I would have been the fault of my CC authorization carrier. We went back and forth and [redacted] told me she was sorry for my experience but Embassy was not responsible and there was nothing she could do for me. She indicated that this type of thing happens quite often and others have reported this type of scam while staying at Embassy. [redacted] indicated in the future I would need to check the "caller id" on the room phone prior to giving out personal information. Which was the oddest statement she said because the room phone I was in did not have caller id's but I ended the conversation because I no longer wanted to debate with her. I was so disappointed in the lack of compassion. Prior to checking out I rec'v a letter under my door indicating I needed to contact the front desk regarding my balance. I went down stairs and spoke to [redacted], who explained everything thoroughly. [redacted] indicated she did hear how [redacted] treated me and that [redacted] had informed me about the process incorrectly. She patiently explained why I had a balance and I understood why I still had a balance. The full balance was taken care of at that point but I asked if the GM could contact me and left my personal info at the front desk. [redacted] contacted me on 1/31/2014 at 5:10 pm, indicating she called regarding the review I wrote, and wanted to know if I wanted to speak about it further. I indicated I felt really bothered by her service and I am very surprised and it was in poor taste that SHE would be calling me. [redacted] said given the circumstances nothing she said would have satisfied me and that she felt she did all she could. I let her know, this is not about her feelings and I was terrible turned off by her service, her way of communicating to me and also her only wanting to relieve Embassy of any liability and above all her and wanting to be "Right". I let her know that I no longer wanted to be contacted by her and would like someone over her to contact me. [redacted] did not honor my request, instead she follow-up with an email at 6:08pm, expressing how sorry she was about my experience and to contact her if I had any further questions. At this point, I was LIVID! I had to research myself who the general manager (GM). I have left 2 messages for the GM [redacted] and he has not returned any of my calls.Desired Settlement: I would like a refund in the amount of my stay $333.43 and an apology for the poor service, unresponsiveness and disregard for my issues from this hotel. I should not have to pay them for such terrible service and such and inconvenience from simply checking into their hotel.

Business

Response:

Please provide city/state of hotel for further assistance

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 rec’v no offer letter or formal letter RE my stay at Embassy Suites [redacted], IL [redacted]. I have been asked if I accept/decline the resolution but I do not know what the resolution is.

Regards,[redacted]

Business

Response:

Hilton Worldwide Guest Assistance Number: [redacted]. Guest Assistance has issued a refund for one night. Please allow 10 business days to receive. Thank you.

Review: Well how can I put this I got a room at this resort and found someone's period blood in the bed. The bed that my 3 year old daughter was laying in all day and eating her food until it was time to tuck her in and I saw the bodyl fluids and the general manager [redacted] did nothing to fix the problem. He told me I can't get my money back or nothing treated me like crap.

Product_Or_Service: Hotel roomDesired Settlement: DesiredSettlementID: Other (requires explanation)

I fell that me and my daughter should get our money back plus more BLOOD was in the bed. The people at hospitals and doctors even keep blood away that person can have HIV , hepatitis or anything and my 3 year old have been eating and playing in that bed

Business

Response:

Please provide us with the specific hotel and date of stay

Consumer

Response:

Hi [redacted],

Review: I made reservations through Hilton over the phone. The representative transferred me to another Hilton representative for a quick survey but did not disclose that they were transferring me to a time-share presentation. Once transferred they immediately said "Can I get your phone number in case we get disconnected" to which I obliged trusting the initial Hilton rep. Once he started the sales pitch, I realized what I was duped into and I informed the Grand Vacation employee that I was NOT interested in a timeshare, the employee refused to let me off the phone, did not award the points promised, and required my information to give the points. I gave the [redacted] employee my Hilton Honors number but he "did not have access" to my Hilton Honors account and refused to give me the points if I did not give him my personal information. Again, his was NOT disclosed by reservations, instead I was told "you would get these points by completing our survey" or something similar.

The day after I started receiving calls in the middle of the night for free cruises, etc. I am very close and careful with my information and I trusted your initial employee. If she said "I'll transfer you to a sales pitch" or "timeshare" I would not have transferred and been fooled into giving my phone number out. The company you are "affiliated with" or sold my information calls at all times of the day, changes up their number, and when I call in return the number is disconnected. This is not a legitimate company and is a scam. Hilton is putting it's reputation on the line sharing and selling their information like this and is certainly opening themselves up to lawsuits should someone get scammed due to Hilton [redacted].Desired Settlement: I would like you to contact the companies that you are "sharing my information" with and ensure that they stop calling in the middle of the night. While my number is in California, dinner time in CA is night time in D.C. I would strongly urge you to review who you are sharing your info with and who they may be sharing their info with as this certainly tarnishes the reputation of the brand.

Business

Response:

Submitted to HGVC to add to the Do Not Call list

Review: Complaint against following:

1. Racial Discrimination - refused services

2. Unfair Business Practices and other violations of state & federal law.

During my stay at the Hampton Hotel from November 20th through December 15th, 2013, I was subjected to the following unlawful and unfair business practices:

1. Racial Discrimination - I was denied services and was not allowed to extend my reservation/stay at the hotel after December, 15, 2013, for no legitimate reason. I was literally kicked-out of the hotel with no advance warning. Overall, I was treated very poorly by the staff during my entire stay at the Hampton Inn.

2. I did not receive the full services and benefits of my Hilton Honors Diamond (top ranking) membership, as I was entitled to. I believe that I was treated poorly by the management and certain front desk staff because of the color of my skin and race, African American. There is no doubt in my mind that this hotel would Not have treated a White female of the same socio-economic/status in such a poor fashion, as they treated me.

3. I was harassed and denied my right to privacy, late checkouts and/or late check-ins as afforded to other Diamond members, during my entire stay. This was done to me, in spite of the fact that I made the staff aware that I was ill and staying at the hotel while under medical care. Instead, I was awaken early mornings with calls from the front desk demanding payment and that I come down to the desk for new reservations prior to 11:00 a.m., despite the fact that I always made my new reservations in a timely matter through the Hilton Honors personnel, and Diamond Members are also permitted extended deadlines to renew reservations/check-out. On the majority of occasions in which I was harassed or disturbed by the front desk staff, my new reservation was always already in the system, but they would fail to check their computer system before calling me.

4. My credit card was abused and I was subjected to numerous over-billing and inaccurate charges. The front desk staff often billed my credit card without my authorization, as required, and they copy and pasted prior authorizations to new reservations, in violation of credit card regulations. The management refused to apologize for billing errors, even after it was determined that they had over-charged me by hundreds of dollars. The hotel then tried to marginalize the billing errors and refused to credit my card; instead they then applied refunds due to me to future stays -- and this was done AFTER they advised me that they would Not accept future reservations from me! They also had the audacity to use THEIR billing errors against me and stated that it was a factor in their decision to refuse me service, alleging that there was "problems with payment". When in fact the only problems occurred because they had either over-charged me and/or charged the wrong credit card.

5. The hotel staff is incompetent and unable to accurately handle multiple reservations necessary for me to fully utilize my membership points and benefits, resulting in higher cash payments and charges to me.

6. Defamation of My Good Name & Reputation - the hotel's sister property, the Hilton Garden Inn, which is dual-managed, falsely accused me of having owed them money for my stay there last year, from Jan 6th through July 13, 2012. When in fact, I had incurred similar billing problems with the Hilton over-charging me, but the matter was resolved last year and I paid ALL charges for my entire stay last year. Moreover, I was given a printout/receipt for the entire stay by the prior manager, Ms. Ashley, upon my final departure, which reflected a $0 balance. At no point and time since my final departure had I ever been notified by the Hilton Garden Inn of any alleged outstanding balance. The Hilton also alleged that I was "evicted" from the hotel. The new management of the Hampton used this false information to damage my good name and as a basis to rDesired Settlement: I am demanding a Full Refund of ALL charges and payments made to the hotel. No person should be subjected to this type of demeaning treatment, human degradation, and racial discrimination. The Hampton Inn may have a right to refuse service to certain guests -- but clearly I am not one of those guests. I did NOT do anything wrong here. I am simply the victim of incompetent and unprofessional staff. The general manager, [redacted], had the audacity to call me and state that "they were no

Business

Response:

Guest will not be receiving a refund. Hilton reserves the right to refuse service. The hotel refused service based on the behavior of the guest while at the hotel. The guest kept accusing property of racial discriminiation and the hotel felt it better to part ways with the guest - and not allow an extension of her reservations.

Review: I stayed several nights at their Hilton Garden Inn in [redacted] KS. There were multiple problems with the stay that were not resolved, including extremely poor cus[redacted]er service. They made excuses about the service and the problems, but offered no resolution. They advertise "We promise to do whatever it takes to ensure you're satisfied, or you don't pay. You can count on us. GUARANTEED™". But when it comes right down to it, they don't honor that "promise", they just make excuses instead.Desired Settlement: Refund of $768

Business

Response:

Hotel responded to guest

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 did not respond to or address the complaint in any way. They say their corporate policy is to make it right or it's free - well, saying "the hotel responded" doesn't adhere to their stated policy, and their not adhering to their policy is the reason for the complaint!

Regards,

Business

Response:

Hilton Worldwide Guest Assitance File Number: [redacted]Guest Assistance will refund guest one night, within 10 business days. We will not refund any additional nights, as the guest extended his stay while there – when his original reservation was only for one night.

Consumer

Response:

From: <[redacted]>Date: Tue, Dec 2, 2014 at 11:15 AMSubject: RE: CID [redacted]; [redacted] v. Hilton WorldwideTo: [redacted] <[redacted]>Hi. I finally did receive a refund, so it's been satisfied. Thanks, [redacted].

Review: I booked a 2 night stay at this hotel with hotels.com, I paid for the room in full at that time as it was non-refundable. When I checked into the hotel they accidently charged my credit card again. I contacted the hotel the day before check out and the amount was refunded however a few days later they charged my credit card a second time. I again contacted the hotel and they told me the charge was an error and would be refunded however instead of refunding me the full $191, they charged my credit card a third time, an additional $191. So I paid for the hotel in full before checking in and since checking out I have been charged an additional almost $400. I this time contacted the corporate office who told me that if someone from the hotel didn't call me within the next 6 days to call the corporate office back and they would look into the matter. She said there was no way to prevent any further charges unless I cancelled my credit card.Desired Settlement: I would like a full refund since the room was paid in full before check in and the 2 additional $191 charges are an error.

Business

Response:

Guest Assistance File #: [redacted]We consider this matter resolved. Guest received a free night and 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.

Regards,

Review: Hilton Garden Inn Washington DC/[redacted] | Washington | DC | United States 20002

T: [redacted] | F: [redacted]

The customer service at the front was great. My complaint rather is for the extra charges on my card. I was told at booking, that I would pay a deposit of $113. That's fine. However, my final bill came out to $441.12 plus three charges of: $30.80, $30.80, and $32.80. With those charges total plus the deposit, I paid $646. When in actuality I should have paid $340 as anticipated. I tried to get through to speak with someone, and all I get is voicemail. I did not use valet, someone must have put it on my room. I did not get my deposit money refunded back, as I was promised. As a result, I would like to be refunded back for the extra charges (a total of $306) added to my card. If there is push back, please send me an e-mail with the final receipt. Thank you!

Confirmation: [redacted] Rate Type:

Rate per night: 99.00 USD

Total for Stay per Room:

Rate 297.00 USD

Taxes 43.07 USD

Total 340.07 USD

Total for Stay: 340.07 USDDesired Settlement: As a result, I would like to be refunded back for the extra charges (a total of $306) added to my card. If there is push back, please send me an e-mail with the final receipt. Thank you!

Business

Response:

Hotel refunded 2 nights parking and one night hotel charge. No additional compensation will be offered by the 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:

They did not respond.

Regards,

Review: I reserved a room in December for November 1st. The total cost is $426.20. I was told my credit card will be charge in October 2013. In April my credit card was charged $426.50 and for $39.30. I immediately called the Doubletree by hilton in [redacted] and asked for an explanation. they said the manager [redacted] would call me back. I never received a returned called. I called and left 3 messages and the front desk clerk said we have given him your messages and he will call back. He never called back. the next day the clerk at the front desk answer the phone again when I called and informed me that [redacted] credit my credit card and I will received a refund in 3 to 5 days (depending on my bank). I asked the clerk why did this happen and why hasn't [redacted] called me back yet. He stated he did not know. Seven days later the $426.00 came out again April 15th. Now I am upset because I again I called and asked for [redacted] and of course he won't return any of my calls or explain why he keeps doing this. I have occured bounce check fees and no one will return any of my calls. I called the corporate office and told them my story and she immediately got them on the phone and asked them to refund my money for the 2nd time. Still [redacted] has not returned any of my calls. As a Manager he should be calling me back explaining what is going on. he avoids my calls and have the front desk put me to his voice mail or state he is in meetings. The Doubletree should refund me all my money and returned check fees.!

Business

Response:

HOTEL HAS BEEN NOTIFIED AND WILL CONTACT GUEST WITHIN 72 BUSINESS HOURS.

Consumer

Response:

[redacted]

Review: I made a reservation 8 months in advance of my stay- I canceled 4 months later. Hilton Garden Inn located in [redacted], NY is refusing to reverse the credit card charge. When I canceled, I sent an email canceling my reservations that included my confirmation numbers. I received an email back confirming receipt of my email cancellation. I receive so many emails from Hilton since reserving that I did not open the email confirming my cancellation. I read the subject line and was comfortable that the email cancellation with the confirmation numbers was received.

What happened next is the hotel affiliate waited until the hotel reservation and then charged my credit card for $800. This is very unfair. As a consumer I should not have to go through hoops to cancel a reservation. I included the confirmation numbers in my cancellation request.

I called immediately after receiving the charges and the Hotel refused to refund the credit card.

I contacted my [redacted] customer service where the charge was reversed twice, however the Hotel continues to fight this. I would appreciate intervention.Desired Settlement: For Hilton Garden Inn to respect that [redacted] agreed to reverse the charge twice.

For the Hotel to acknowledge that the reservation was indeed canceled.

For the corporate office to intervene.

Business

Response:

Please provide the confirmation number or Date of actual reservation

Review: On October 4th 2012 I checked in the Hilton [redacted]. The front desk representative was very rude and told us that our daughter was unruly at that time. Given that he would be nothing more than a momentary portion of our stay I ignored him and we went to our room. The room was dirty and the beds were very soft, almost like laying on a sponge. I phoned the front desk and was told that there was nothing they could do. We proceeded to check out immediately and requested that our stay be cancelled and our points be refunded. The desk clerk told me that our points would be returned, however as we left he hurled an insult to my wife that she was fat and that is why the beds were uncomfortable. Until this week I had not reviewed my Hilton points because I was planning another trip and had hoped to use my points. To my dismay, the points were never returned. I phoned Hilton to request rectification. I spoke to [redacted] and she stated that I would have to speak to the location directly since it had been over a year since the points were deducted from my account. I called and spoke to [redacted], the site manager and she stated that no notes were made on my account at the time of our stay and she refused to return the points on that premise alone.Given the rudeness of the check-in desk I feel certain that he purposefully made no comments on our account. He also refused to give me a receipt at the time we checked out stating that there was not a receipt to be given since we were not actually staying in the room.Desired Settlement: I am requesting that the 60,000 Hilton points be replaced to my rewards card on the basis that the hotel was unable to accommodate my stay at the time I visited their location.

Business

Response:

Points have been added back to guests account.

Review: Hilton / Hampton claims they have the best rate guaranteed. This is clearly not true see their website claim. [redacted] On a limited budget we planned a trip with our friends to the nations capital Washington DC. In Jan 2013 we booked with Hilton.com and got a rate of 169.00 usd per night. We found later a rate of 174 per night with free parking (34.95) night. We called and the first customer service rep ung up the phone and said too bad. the second rep [redacted] claimed the nest rate guarantee is only good for 24 hours and after 240 hours they will not guarantee any rates. We paid 3 months in advance our neighbor paid 0 in advance and was able to get a better rate from them. This is very deceptive and poor business. I hope you can take action as I am locked into the rate and tried to cancel but they refused that money could have bought my kids a nice souvineer. Thank you in advanceDesired Settlement: We should be credited the $45 dollars and we should not have been locked into this rate we saw the guarantee and thought we can go wrong. On hiltons own website the price was lower but [redacted] refused to adjust rate she claimed she did not want to lose her job. I have screen prints dated to show the price difference . orig price 160.65 night(2 nights) advertised price 174.00(2 nights) plus free parking. Parking rate is(34.95)2 nights difference is $88 dollars please help us make this right.

Business

Response:

Dear Revdex.com,

We have contacted the guests and advised him that we will refund him the difference. We have also apologized for any confusion caused by this issue.

Please let us know what (if any) additional information is needed to close the issue.

Thanks,

Review: During the week of January 13, I had stayed at the Hilton Executive Tower in downtown [redacted], my 3rd visit. During the weeks prior I had been looking online for the best deals. On Hiltons own website they offer an upgrade to include valet service at a discounted rate during your stay. Of all my options I chose that one as this fit my needs and budget best. Only at check-in was I told that this was not available at the Executive Tower I was staying at and that I would be paying the normal for valet service, even though I had booked my room at there website and chose specifically the executive tower and there upgrade option made available to me. I have lodge a complaint on there website and had a automatically generated response telling me I would get a reply which never occurred. To add to my dissappointment on my last day as I was checking out I was informed that the valet service that hotel uses, [redacted], had a theft of multiple keys including my rental. I incurred $450.00 of fees from [redacted] that I had to pay a month ago. I was told at the time from the conceirge that it was [redacted] problem, which I get to an extent. I have had troubles being reimbursed. Ultimately I was a guest of Hilton. The General Manager did offer me help in spurring on a reimbursement check. I still need help to get the money due me from [redacted].Desired Settlement: I would like to see a refund for what I had to pay for a service that was initially offered at a discounted price, it is obviously a bait and switch tactic, perhaps unintentional, but still leaving me no choice but to pay the higher price at check-in. I also would like some assistance from your management in regards to getting my money reimbursed for the theft that occured while a guest of Hilton and by your sub-contractor [redacted]. Also please change your website to more honest and truthful when offering services and upgrades.

Business

Response:

The hotel comped the parking charge for the guest.

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 was never offered any compensation, I was charged full price and I have not had any refund on my credit card or the offer of a refund. Why would an upscale hotel lie about that? Also that is only part of my complaint. I have also asked for help with there valet vendor who has not reimbursed me for the charges I incurred because someone stole my keys from them while in their possession. If this is how they are going to treat a 'valued guest' everyone I meet will hear this story. Please have someone from the management return a call so that we can rectify this completely mishandled mess.

Regards,

Business

Response:

Please see attachment. Guest was refunded for all nights of parking. As a goodwill gesture, guest will be refunded one night plus tax ($216.41). Please allow 10-15 busines days for receipt.

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: The hotel room that we where in the kids found a sex toy under the bed and was playing with it thinking it was a toy. I took it to the front desk Tarsh was very apologetic and discounted the room. Later that night we let the sofa bed out and there was blood on the mattress it appeared as if the housekeeper just flip the mattress over to hide the stain I reported it to Pam the desk clerk who advise me all that she can do was offer me some blankets to put over the blood. I assist that she find me another mattress or get me another room, Pam said let me call you back in five minutes after 20 minutes I sent my daughter to the desk and Pam rudely say's well what do you want me to do? My daughter said get me another mattress she said you want sleep in no one else blood why do you expect me. feel it's a health issue because you don't know if these people had a STD that used the sex toy. I felt Pam being white assumed us being black it didn't matter what we slept on.Desired Settlement: A formal apology in writing as well a room voucher for another Hilton Hotel not at that property.

Business

Response:

Please advise of the exact city, state, and specific hotel. Once given, please resubmit entire complaint back to Hilton

Review: Hotel Staff did not have assigned rooms for my family and me after confirmed reservations made two weeks prior, and overcharged our accounts twice.

On December 16, 2013, I, [redacted], made reservations with the Hilton Sales Officer, [redacted]. I spoke with him a few times from North Carolina (NC) and explained to him what I was loo[redacted] for when I first made reservations for our family gathering for New Years Eve. The reservations were for: [redacted] and [redacted] Suite for $224 (#[redacted]), adjoining double for $112 [redacted] rate (#[redacted]), and extra Double for $112, [redacted] rate (#[redacted]), all reserved in my name originally. I received an email indicating confirmed reservations on December 18th. I also informed [redacted] that [redacted] & [redacted], Hilton Honors Member since 2008 (nephew & niece traveling from North Florida) will transfer the reservation for the [redacted] & [redacted] into their names, and to be expecting a call from them soon. [redacted] called [redacted] several times within that day and next day to no avail of reaching him, and no return call from him (event). On December 29, 2013, [redacted], [redacted] (mother of [redacted], my sister), and I, physically visited the hotel to make sure our reservations were confirmed and walk thru the hotel to see the amenities available for our New Years' evening, as well as switch the reservation over to [redacted] & [redacted]'s credit card since she was not able to reach anyone prior to coming to [redacted]. That evening, we were accommodated by [redacted], front desk clerk. When we left the hotel that evening, we were assured that our reservations were confirmed and rooms available.On December 31, 2013, upon my husband, [redacted], and I arrival to the hotel @3:45pm (first ones there), no rooms were assigned to our confirmed reservations; our family gathering due to start at 4pm (event). We were expecting family from New Mexico, Missouri, North Carolina, and north parts of FL. This [redacted] suite was the highlight of our evening to be together as family. Because of this unfortunate mistake from the hotel, by the way no staff knew what happened and why, we didn't get settled until after four hours later (event). This night was very disappointing and embarrassing for our whole family, consisting of 25 family members and friends, all waiting in the lobby for accommodations. This crowd consisted of [redacted] & [redacted]'s newborn baby, as well as my niece diagnosed with Bipolar Disorder, another niece and nephew with a autistic 8 year old son, my husband that had recently suffered a heart attack and stroke, and occasional seizures from stressful situations, and my father of 81 years old, with declining health...waiting over four hours in the lobby (event). Although, [redacted] worked diligently to accommodate our family, it was well after 9pm (event) when we were all together in a complimentary conference room with complimentary refreshments and drinks (water, iced and hot tea).After discovering from [redacted] (front desk clerk) that one of the hospitality rooms were assigned to a family that extended their stay from the previous night on the morning of the Dec. 31st, I requested that they be moved to another room since it shouldn't have been available in the first place. [redacted] said it was against hotel policy to move someone out of their room to another room. All of this should have been avoided, if the hotel personnel would have properly assigned our reserved rooms. Well, it didn't stop there. Then, later that evening, my husband went to the front desk to inquire about room [redacted] in exchange for room [redacted], so that we can have an adjoining room next to [redacted] that we were given. According to [redacted], it was available and the key to [redacted] was issued to my husband. To our surprise, when our niece (mother of autistic son) used the key to enter the room, a man and his guest were sleeping and woke up very upset to see someone had entered the room he was assigned (event). Obviously, the room was double assigned (event). This couDesired Settlement: Originally just a refund; however, no one from the hotel has contacted me after 3 business days filing with the headquarters, this is day 5,and no refund yet! Reimbursement for all charges involved for our stay on Dec 31, 2013 for all parties, including [redacted]&[redacted] of [redacted], FL, wrongful charges to my banking acct and [redacted]'s banking acct., travel charges to and from [redacted], North Carolina for me and my family, and travel charges to and from [redacted]& [redacted]'s

Business

Response:

Guest Assistance File Number: [redacted]

We consider this matter resolved. The hotel comped one night.

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: my family and many other traveling families were affected by the unprofessional manner of this Hilton Hotel Administration. Hilton is a worldwide, renowned hotel and to say they "comped us one night" is ludicrous. My family and I were actually charged for more nights than we stayed. We were charged erroneously from my banking account, which put my family and I in hardship while visiting in Florida; it took months for the bank to investigate fraudulent charges against the hotel, which the bank decided to deposit the amount taken because of accurate reporting of fraudulent activity by the hotel. This same accusation was true for our niece, nephew, and their new born child; they too experienced fraudulent activity in their banking account by being charged three times for the same nights.

Review: Despite numerous phone calls and emails to Hilton Customer service, they have refused a refund for a cancelled reservation. The reservation was cancelled long before the 24 hour deadline. I have called and spoken to no less than 4 phone representatives and emailed several members of their escalations team including Dwayne S[redacted], Jey W[redacted], and Evonne M[redacted] for over a week now. None of whom have offered anything more that "That is our Policy", stating the room was booked as pre-paid and non-refundable. I was not hade aware of this, however. I also checked and the hotel in question was at 100% occupancy for the two nights in question, so they are essentially double-charging for a room. I am and have been a loyal Hilton Honors member for 3 years and have achieved, what I thought was a preferred "Blue" status. I just want a refund or credit towards a future stay. Why is this so difficult? It is clear that Hilton does not care for people beyond their monetary value

Product_Or_Service: Hotel StayDesired Settlement: DesiredSettlementID: Other (requires explanation)

Please refund my credit card of provide me with a certificate equal to the 4 nights stay they are chagrining me for.

Business

Response:

Guest Assistance File Number: [redacted]We consider this matter closed. Guest was issued a free night cert.

Review: This is a complaint against DoubleTree [redacted] located on [redacted].

On 30th April a fradulent charge of $17 was placed on my Credit card and since then its been 3 weeks and the money has not been refunded.called the hotel atleast 10 times and each time they take down the information and do nothing

The accountant,front office manager and general manager [redacted] does not return my calls and everytime I call nobody is apologetic for the behavior.

I think the hotel has malpractice of using customer credit cards to settle personal expenses and should be thoroughly investigated.

Review: Over the weekend of May 1st, we have 4 teachers to stay at the hotel for a conference. A few of the teachers stated that they experienced an issue with bed bugs and suggested that the teachers that we have scheduled to come this weekend find an alternate hotel to stay at. I contacted the [redacted] (the company through whom I originally booked the rooms) and they contacted the hotel directly. The manager at the hotel, Togi, requested that I contact him directly. I contacted Togi and he refused to cancel the reservation stating that I was jeopardizing the reputation of the brand. I don't feel that that was the case because, prior to that, I had only contacted them and made no mention of this to any outside party. He offered to cancel the reservation but still charge for the first night - of each room.

I contacted the corporate office of Hilton and informed them of the situation. Initially, upon being transferred to the Executive Office, I was "disconnected". I called back and explained my issue and they contacted the hotel directly. I was offered the same resolution but requested that, as a courtesy and to potentially save a customer of the Hilton/Doubletree brand. I was told that they can't control the individual hotels.Desired Settlement: Although they have offered a partial discount (charging for the first nights in each room), I am requesting a full refund of even those charges.

Business

Response:

Ga file #[redacted] The hotel’s findings were that there were no bed bugs found at their hotel. The guest will not be issued a refund for the reservations. The hotel offered to cancel with one night penalty. This offer will stand.

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 teacher had bites after sleeping in the hotel room and took bed bugs home with them after their stay at the hotel when they did not have them before.

Regards,

Business

Response:

Unfortunately, we are unable to address a complaint from any other guest than this guest. We apologize for any inconvenience. Per the hotel, they are unable to issue refund.

Consumer

Response:

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

Review: [redacted]

I don't need them to issue a refund; I just want it publicly known how this hotel brand treats their customer. Initially, it was because there was no bed bugs, now it's we can't accept a complaint from a guest other than the guest that stayed. The hotel had bed bugs, I don't need a refund. I just want it known.

Regards,

Review: We have stayed at this hotel before and our church (which is my husbands employer) does TONS of business with Homewood Suites in [redacted], KY. When I booked travel for a group to go back down there, I booked 3 suites. Since many people cancelled, I no longer need the 3 rooms. I only need 2. I called every number (both 800 and local) I was given to try and get a refund for the one suite that estimated $200. I am not trying to cancel my entire reservation, just 1/3 of it. Im aware that 'times are tough' for business, just as they are for individuals like myself. Im 100% sure the manager who not only will not call me back but through her front desk clerk explained 'the money was already in the bank and they couldn't refund it', would not lose her job if she refunded a loyal customers money. Through my husbands job, we book rooms there for 60 people at a time and individual visits randomly. I have no interest in doing business with this business in the future if my issue is not resolved.

Product_Or_Service: Hotel Rooms

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would not hesitate to do business with them again if a full refund for the one room I need to cancel was given. I would settle for a room at a different date of our convenience.

Business

Response:

Guest booked an Advance Purchase reservation which is nonrefundable. No credit or compensation can be issued.

Review: I had been staying at the HGI for 4 consecutive weeks on business travel. On 7/3 I was checking out of the hotel and going to spend the holiday weekend in [redacted], NY with my husband. I dropped off a bag with 2 weeks worth of laundry that I had already used in my previous weeks out there. I dropped it off with the front desk person, Ryan, and he wrapped a luggage tag around it and gave me the perforated end. On Sunday evening when I went to check back into the HGI at [redacted], I gave the front desk person my end of the luggage tag and they were not able to produce my items.Sean M[redacted], and the GM William G[redacted] got involved and deduced that the items were probably thrown away since they were in a laundry bag. They verbally apologized and admitted fault, and offered me at $50 [redacted] Giftcard. When I told them my items were worth more than $50, William G[redacted] ask me to send him an itemized list. The articles amounted to be well over $100 so they said they had to submit this to their insurance company, [redacted].[redacted] denied my claim because they said I wasn't on surveillance tape even though I had to be, as well as I had my end of the luggage tag and a witness (a co-worker of mine). When I asked to speak to someone above my claims representative at [redacted], [redacted] said I could not and I asked for her 3 different times. When I asked her who I could speak with, she said I could call back the HGI. When I called them back, Sean M[redacted] said they weren't allowed to speak to me anymore, per [redacted]. This hotel plasters their HGI "satisfaction guarantee" all over the place, yet they won't do the right thing and reimburse me for them losing or stealing my clothes. Since then Sean and William have contacted my employer expressing dissatisfaction over a fair [redacted] review and refuse to show any of this footage to me that would show me "not" there handing over my items. Either they were recording or they were not, either way I would be on that footage.Desired Settlement: I simply want compensation for the items they lost under their care. I lost two weeks worth of business attire and complied with everything they asked me to do. I provided links to the websites from which I purchased the clothes, several hundred dollars worth that I have purchased over time or received as gifts. These are good work clothes, underwear, pajamas. They refuse to even show me any time stamped footage to back their statement.

Business

Response:

File # [redacted]- We will be refunding the guest the amount of $749.49. Please advise guest to allow 15 days for refund to be recieved via mail to the address listed in Revdex.com file

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Thank you for your assistance in this matter. I will email you once more once the check from the Hilton has arrived to me, and cleared. At that time only, may this matter be considered resolved. You should receive an additional email from me within 10 more business days.

Regards,

Review: We made a reservation by phone for 4 night stay for $279.00 total plus tax. Per hotel management a confirmation email was sent to us but we found out later on that they sent it to a wrong address and they received an undeliverable mail back. Weekend after we made our reservation, we reconfirmed the price and room availability and once again its good and it is $279 total for four nights. A couple of days after we drove to the hotel and checked in. We requested a receipt and was told that they do paperless transaction. Again I double checked my rate and it was still $279.00 total plus tax for four days. On the day of check out, a printed receipt with the amount of over $1,300 was left in front of the hotel room door. We were charged $279 per night plus tax. We were shocked, ran down to the front desk and was frustrated for they have no idea what happened and told to call later on when the manager shows up. I called the hotel while driving back to Tallahassee, Florida. They said our reservation was $279 per night which is not right and they cannot reverse the charges. I told them it was a mistake, but they insisted that that was what my reservation is and an email was sent. I later on found out from Hilton billing ###-###-#### that the confirmation email was sent to a wrong email address. I called my credit card company to put a stop payment but was told to dispute it after I received my statement. I know what I heard from the phone and I trusted them for not giving me a receipt, but at the end they weren't totally paperless. I will no longer do any transaction verbally nor trust anybody. My husband had his [redacted] Credit Union credit card for over 20 years with a credit limit of over $20k. We've maxed it out and paid it off before and just because of this our credit will get ruined for we are not planning on paying the $979 something we got scammed on. We tried to work it out with the hotel by offering them that we'll pay half of the bill but they just wont work with us.Desired Settlement: Refund the credit card company with the amount of $979 something so I can reinstate my credit card. If they won't, we'll just leave it up to the collection agency and have the agency head over to Hilton [redacted].

Business

Response:

Rates are quoted per night when they are booked and not per stay. Also, guest signed the rate upon check in for $279 PER night. We are unable to assist with a rate reduction.

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: See attachment or check attachment tab.

Regards,

Consumer

Response:

Dear [redacted]:We made reservation on Friday, 5 July 2013 by phone and was quoted $279.00 plus tax total for 4 days of stay. We were told to check back Monday 8 July 2013 for room availability. We did call them on the said date, confirmed room availability and out total charges for 4 days of stay and was told $279.00 plus tax.When we checked in on Wednesday, 10 July 2013, I gave them our credit card, they swiped it and then we asked for receipt but none was given to us because they said they do paperless transaction only. Again, I asked how much my total would be for 4 days and was told $279 plus tax. WE DID NOT SIGN ANY DOCUMENTS AND THE CREDIT CARD WAS JUST HANDED BACK TO US.The day of our check-out, a receipt was left in front of our hotel room door with an amount of over $1,300.00 and we were shocked. They weren't really paperless. We were charged $279.00 a day plus taxes of over $50.00 per day. I ran down to the front desk but the person running the desk couldn't give me a straight answer and was told to call back later on that day.We know what we heard. It was $279.00 total for 4 days plus tax. They said that a confirmation email was sent to us but found out later on that it was sent to a wrong address and was sent back to them UNDELIVERABLE. Why weren't we informed? They have our home and cellphone numbers. We found out about the email from billing when we were in the process of disputing the wrong amount. Billing number is ###-###-#### and file number is [redacted]. A man named Jahan M[redacted] returned our call and he told us that they will not reverse charges for the email confirmation was sent. He also told us that our rate is written on our hotel room key card which isn't.We tried working it out with the hotel. We offered paying half of the charges, offered to give them $279 for day 1 and $79 for succeeding nights (reunion group rate available for Thursday, Friday and Saturday), but wasn’t taken.We have paid quarter of the charges to our credit card company. Three quarter of the billed amount will be left there unpaid. We are letting my 20 something year old [redacted] Credit Union [redacted] with a credit limit of over $20K go bad. The card has been maxed out and paid off numerous times. Now it's already cancelled. If this matter can't be resolved, I will leave it up to the collection agency and the credit bureau. It will be disputed over and over again.We truly appreciate your assistance regarding this matter.Very respectfully,

Business

Response:

Hilton Worldwide Guest Assistance Number: [redacted]. We consider this matter resolved as of Sept. 5, 2013 the hotel issued a refund.