Hilton Worldwide

The issue has been resolved by the General Manager of the hotel.The guest used the room and as a a gesture of goodwill; he credited her account 50% of her stayThe guest used the shower and the bed was messed upAccording to the General Manager she was happyI sent the guest an email as well Alice M [redacted]

Ned S [redacted] General Manager Hilton Fort Collins West Prospect Road Fort Collins, CO Dear Mr S***, I am writing to express dissatisfaction with a recent visit to your establishmentChecking in on the evening of Jun, I was disappointed when the desk clerk provided neither the complementary water nor snacks we usually receive as HHonors Gold customers He also failed to mention our eligibility to visit your ninth floor Concierge Lounge He did, however, promptly charge $8/night for the “privilege” of parking our car in your lot Adding insult to injury, the Double Beds in our room belonged in a Motel rather than a $200+/night Hilton! (Every other Hilton property in which we’ve stayed in recent memory offered single King or double Queen Bed rooms.) Following an uncomfortable and restless night, I asked about changing rooms as we rushed to grab a quick snack at the Starbucks kioskWe were privileged to deal with Mr Rami Abu A [redacted] when we returned on the evening of Jun As he thanked us for being loyal HHonors customers, he ensured we were moved to a room with a decent bed; and provided a hospitality bag with water, snacks, and a welcome letter He went on to explain our Concierge Lounge privileges, including hors d'oeuvres and beverages that night, and breakfast the next morning We were taken aback since none of this was mentioned the previous night Rami apologized profusely for the other clerk’s failures, offered a complementary movie, and provided coupons for complementary beverages from Starbucks He is a credit to your organization! I commend Rami’s dedication to customer service, and ask that you pass along our appreciation to him Unfortunately, the previous day and night’s shortcomings inspired us to shop around for what we will be numerous future visits to Fort Collins as our son begins his freshman year at CSU Depending on what we find, we may be back For $200+/night in Fort Collins, CO, however, I encourage you to include complementary parking and ensure all your desk clerks are as competent and capable as Rami

Hello, Guest has been contacted and the complaint has been forwarded to the hotel for handling Please allow hours for contact by the hotel GA File # [redacted] Thank you

Good Day, I am very sorry of the treatment received when attempting to speak with a member of management at the hotel I have opened Guest Assistance file number [redacted] to the hotel management , please allow up to business days for a response directly from the hotel management team Best Regards, Adrian KH***

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me All issues have been handed and my bank status from negative has been cleared Regards, [redacted]

December 3rd, 2014Dear Revdex.com,Thank you for submitting Complaint ID: [redacted] regarding [redacted] ***'s hotel reservationPlease note that [redacted] arrived to the hotel the following day 11-5-and the hotel accommodated her as part of the in house group she was attending a conference withWe have reached out to [redacted] to ensure she was completely satisfied with her accommodations.Thank you, Wesley C Front Office Director

Dear Mr***, Thanks for your response, it is a pleasure to assist you I am showing that a total of 85,points have been deposited into your accountMy colleague made a final offer to redound one more night in the amount of $ This is the final offer, there will be no more offers of compensationKindest regards, Valerie S*File # [redacted]

Below is a copy of the email I sent to the General Manager, which has gone unansweredI think this letter speaks of my experience at this particular establishmentHello Paul, I am writing with regards to our experience at your hotel last night, and please rest assured that a copy of this email will also be sent to Hilton Corporate Offices as well as the Revdex.comI will basically not stop until your "Supervisor On Call", Henry, has been properly reprimanded for his disgusting display of vulgarityFirst of all, my colleagues and I have never been treated the way we did at your establishmentWe are professional people, who expect professionalism from othersWhen the words "F [redacted] off" were uttered to one of my colleagues, I was not only baffled at the lack of professionalism from someone considered "management", but his blatant disregard for how people should be treatedHis actions went beyond unprofessional at that point, but was akin to something you would experience at a street fightI not only want Henry reprimanded, I want him fired from your establishmentPeople representing a company should never utter obscenities to their customers; and call me old fashioned, but a lady should never be spoken to in that manner, especially one who is two months pregnantI had to ensure that my pregnant colleague was calm enough to be able to drive in the snow back home to Worcester instead of being able to sleep in a hotel room after a long business dinnerI will be following up to ensure that Henry is no longer employed by your companyTo have someone who tells their customers to "f [redacted] off" should not be working in customer service, let alone have a management roleThey should not be the face representing HiltonThank you for your time, and I would appreciate your feedbackBest regards, Jeanne Reyes

Ga file [redacted] We apologize for any inconvenience Guest has been advised that 30k points will be the maximum awarded We thank you for your understanding regarding this decision Thank you for your time

The room type reserved was a non smoking king on line, the reservation was booked hours prior to arrival timeMy apologies for the inconvenienceThe hotel will refund the charge as a gesture of goodwillI spoke with the General Manager -E [redacted] and the credit will be issuedA [redacted]

Please provide the name of the Specific hotel in Hershey for further assistance

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Below is my address that was requested to send the gift certificate to We would like to know, if due to emergency or weather in December, we had to cancel our reservation, would we be able to use this certificate in the near future? [redacted] DriveLodi, WI Regards, [redacted] ***

Hello, Please accept our apologies for your inconvenience It is our commitment to work with the hotel to ensure that your concerns are resolved I have submitted a file to the Hilton Garden Inn Atlanta Airport / Millenium Center Please allow the hotel business hours to review and respond to your billing issue We greatly appreciate your patience GA File # [redacted] Thank you, Mia

Just waiting to hear back.[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Dear [redacted] ***, We apologize for any inconvenience or disappointment you have experienced when booking through our mobile app and website When a hotel has a rate change in effect during the dates for which a guest is inquiring, the initial rate that is displayed is the rate that is effective on the date of check inNext to the rate will be an asterisk, as you indicatedAt this point in the process, there is a note that advises " [redacted] = Rate change during stay"The name of the rate listed will be highlighted in blue as a hyperlinkYou may click on the link and view the rates that apply to each dateOn step of the booking process, there is a Reservation Summary, which provides the number of nights each rate applies with the totalsBelow this information is the final totalThis information is provided prior to confirming the reservation The hotel's guarantee and cancellation process is provided on step of the online booking process prior to confirming a reservation Please be assured that it is not our intention to mislead our guests and we are very sorry for any challenges you have faced To ensure we are able to provide your feedback to our technical team regarding your concerns with our mobile app, may we please ask that you advise which app and version you are utilizing, as well as the type and version of your phone? We look forward to your responseBest regards, GA File # [redacted]

Hello, Points were posted to account on 8/22/ Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Hilton continues to promote their branded hotels, and I booked my stay on the Hilton website, and all communication was via Hilton corporateThe implication was that I was staying at a Hilton hotel, not a [redacted] hotelAny reasonable person would assume that there is an implied contract whereby Hilton would assume some responsibility in the event that their franchisee does not carry sufficient insurance If Hilton Worldwide has not authority to intervene in these matters I have to ask why, and then why should I have any loyalty to Hilton brands, when the reality is that they’re not actually Hilton hotels, but are individual hotels using a common booking software At a minimum, and as a Diamond member I expect that Hilton would take an active role in ensuring that a loyal guest would be taken care ofThat Hilton does not, and utterly refuses to be helpful in any way, is beyond maddening and needs to be made known so that others do not believe the marketing untruths related to Hilton’s “customer service” such as it is not Until Hilton takes and active role in resolving this I cannot accept their flippant responses as a way to resolve my complaint Regards, [redacted]

I am a member of Hilton Honors programWebsite and customer service provided inaccurate price information, which I assumed to be accurate, when I attempted to check on the information and make reservations It was not honoredI spoke with different representatives, was treated rudely, and in the end Hilton did not honor what they had advertisedI asked to be connected to the customer service survey that was offered at the beginning of my call but was disconnected

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

Hello,Please accept our sincere apologies for the inconvenience due to your experience during your stay, and due to the lack of follwhile attempting to submit your concerns So that we may create a file to ensure your concerns are addressed, may we please ask for the full name and location of the hotel in which you stayed, the full name on the reservation, and the confirmation number (if known)?We look forward to your response.Thank you