Hilton Worldwide

Review: My family stayed at the [redacted] location for the [redacted] Family Reunion this summer. We were suprised by the unsanitary nature of this room and our stay. The hotels bathroom had evidence of mold/mildew on the walls and shower curtains. The bathroom was improperly stocked and the linens were dirty and stained. All of this required constant calls to the front desk for assistance, which was an interruption of our stay. On our last day, the fire alarm goes off at 645am waking and scaring my family into the hallways in our pajamas without word from the staff as to what was going on. It was not until we inquired as to whether or not it was safe to return to our rooms were we informed of the false alarm. The staff made no effort to inform us of what was happening, what our options were and what to do. It was our first stay with the Hilton hotel line and it was quick a disappointment. I have left feedback on their website yet no response from them.

Product_Or_Service: HospitalityDesired Settlement: DesiredSettlementID: Refund

I would like either a refund of our fees paid or complimentary stay equivolent to the amount of days we stayed previously.

Business

Response:

Please provide us with the specific hotel in [redacted] and the date of stay.

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 booked a room with this company in [redacted] at their [redacted] Property using my Hilton Honors points. I did that 1 month before I planned to stay there and called back two days before arriving to check on a certain amenity. At that time the hotel management informed me that the [redacted] had changed management and was no longer a Hilton property. They also would not honor the points that I had already used to book my stay. After spending 45 minutes on the phone with Hilton I was able to get a refund of my points and book a hotel 2 hours away from my original location. I am frustrated because despite this complete disruption in my hotel plans at the last minute which also precluded booking alternative arrangements with another hotel chain due to a lack of availability Hilton did not offer any compensation at all. They did not inform me of the cancellation in the first place so they made several errors starting with the lack of notification, the lack of cancellation on their end, the lack of automatic refund of points, and lack of any customer service to inform customers about this potential issue ahead of time.Desired Settlement: Compensation related to Hilton rewards - i.e. free night coupon, equivalent set of points, refund of current points I am using to rebook, or some equivalent compensation.

Business

Response:

Guest Assistance file #:[redacted]

We consider this matter resolved. Guest received points back.

Review: The hotel service wasn't very friendly at check in. I asked to be allowed to have a late check out and the front desk lady told me to wake up in the morning and call them at 7:00 am to see if I could check out late. That was their job to just simply set up a wake up call. Next, the cookies they gave me were old, dry, and tough to eat. Lastly, the when me and my brother got into the room there was a gigantic Bug at least 4 inches long crawling around the room. After we killed it the front desk did nothing about the issue. Then, I woke up in the morning with 3 bites on my ankles and even showed the Manager the bites on my ankles. She only offered to let me stay in the hotel at the rate I already paid. If I wanted to do that I could have simply set that up myself anyways. So overall the experience TERRIBLE. They will do their best to state there is not any bed bugs in the room, but I don't know if those bugs were bed bugs they could have been spiders or anything. My ankle is still sore from the bites which occurred on July 3, 2014. The only thing I have received is simple generic apologetic emails which they misspelled my name on. Just Terrible Experience. I have stayed at the Intercontinental, W, Etc. This is the worst ever even in comparison to a [redacted]Desired Settlement: I would either like my refund of $108.11 issued in a check or Given a voucher to be able to stay at a different Double Tree Location of my choice. I asked them to do this for me several times, but the rude manager wasn't willing to assist me in any way.

Business

Response:

[redacted]Revdex.com Phone Inquiry / [redacted] / 10:00am

called company to get an email address to send complaint to, spoke with phone operator, he suggested I speak with the manager, left manager (Walter) a voice mail leaving my phone number

Business

Response:

Free Night certificate has been mailed to the address on file. Please allow 7-10 business days for receipt. File [redacted]

Review: We had a reserved room ([redacted] on [redacted]) - with an emailed reservation confirmation #[redacted]. We showed up to checkin to our room, some traveling over 3 and half hours, to find out they had given our room away. We received no notice of this, and our confirmation made no mention of our reservation having stipulations that would allow the hotel to give it away to someone else.

We were shocked to find out this occurred. !0 of us showed up to check in and have no room - because the hotel just gave it to someone else.

We also were paying the same advertised rate that was listed on the website! So its not like they made more money off the next group by giving them our room.

I sent an email to Hiltons Corporate office and have not received a response. Because of this I am formally lodging a complaint through Revdex.com and posting my review on every website I can find.

This is clearly false advertising.Desired Settlement: I feel we were not given what we had reserved in the form of the room. We did not get accommodations for the 10 of us nor was an alternate offered or provided. The business did not hold their end of the bargain according to my confirmation for the hotel room. We were not given a comparable replacement, we were not given a replacement at all. I was told it can take several days to even release the credit card hold - this affected me tremendously when trying to find other lodging that weekend.

Consumer

Response:

A courtesy stay for a comparable value would be my somewhat desired outcome. An apology would also be nice as it has been almost a month since I have contacted Hiltons customer care without a single response from them.

The lack of concern from Hilton for a customers satisfaction is not a proper way to run a business.

Business

Response:

File sent to hotel for response. Please allow 72 business hours

Review: CLAIM [redacted]

We do not understand your rejection of the Spend A Night On Us Certificate. We were

prompted by Hilton to visti the your Hilton location at [redacted], Las

Vegas, NV [redacted]. The promotion guaranteed us the $200.00 Spend A Night On Us

Certificate plus 15,000 Honors Points if we stayed at the Hilton and went to one of your

promotion programs for 90 minutes. I paid $166.88 for the reservation. Both me and my

wife attended the 90 minute presentation of your program and toured the resort. This

turned out to be more like a two and a half hour sales pitch, that became more and more

high pressure, to buy into something we had no interest in. When your sales people finally

got the message, we were given the Certificate, that was worthless until approved by you.

Now you say the cerificates won't be honored.

I'm not sure if this is bait and switch or just a pure B.S. program. We had to present the

certificate within 30 days of receiving it. We received the certi'ficate on 10/06/2013 and it

was mailed to you on 10/22/2013. The delay in getting the certificate mailed earlier was a

note I found in your 'fine print, that said we had to include a copy of our receipt. It took

several long distance phone calls to your Hilton accounting office to get any receipt and

the only one received was for the two local calls we made from our room.

We had planned on using your honorred certificate for one night, during a three day visit

over Christmas. Due to your rejection and now additional delays, we have had to make

other plans, to be sure we will have good reservations. I am attaching all documentation

again for your review and hopefully acceptence of the Certificate we were given and

earned in good faith, for following your program guidelines and rules.

Also please tell us what these 15,000 HHonors Points are good for, or is that just another

worthless piece of paper.

[redacted].

[redacted], [redacted]

cc: Revdex.com of Metropolitan Dallas

see attachmentDesired Settlement: Unspecified

Business

Response:

There is no way to contact guest as he has not provided telephone number or email address

Review: My debit card was charged after the room had already been paid for by my employer. Then when the money was refunded the charge was done again.

I stayed in the Hilton on June 20, 2013 while on a business trip. My employer had paid for the room before I got there. When I checked in they asked for my card just to hold onto just in case there were room charges such as room service. I did not think any thing of this as this is normal practice and I did not have the company credit card. While there I ordered room service but paid cash so when I checked out I did not think anything of the fact they had my credit card info on file. A couple days later my wife noticed that we were charged for the room itself when we shouldn't have been. I immediately called the hotel and was informed that not only did they charge my card but they charged my boss' card as well. I spoke with the manager and was assured that I would be refunded the money within 72 hours. Approx 5 days later the money was not there so I called back. The manager that I spoke with was not in and I was told I had to speak with him as he was the one who was supposed to do the refund and didn't. I called back on Monday July 1, 2013 and was once again told the money would be there immediately. On July 3rd my wife once again looked at our back account and noticed that the money had been returned but that the card had also been charged again.

Not only have I personally been charged now twice but I was also charged a different amount than what my boss paid through [redacted].com. (Reservation #[redacted]) which states the room was $89.00 and I was charged $209.79 two times.Desired Settlement: I feel that this location has handled this situation all wrong and has not offered any compensation other than refunding the money when it is convenient for them. It has now been two weeks and there is still nothing resolved and I would never stay at this location ever again. I would like my money refunded and some sort of other compensation such as a couple free nights stays at some other location other than this one.

Business

Response:

Please provide hotel city and state for further assistance.

Review: I faxed a reservation form two times and called and spoke with them twice to get the confirmation. Both times they could not find it and the second time they said they were booked. I have to be there to supervise students.Desired Settlement: They need to give me a room for the 4 nights.

Business

Response:

December 3rd, 2014Dear Revdex.com,Thank you for submitting Complaint ID: [redacted] regarding [redacted]'s hotel reservation. Please note that [redacted] arrived to the hotel the following day 11-5-14 and the hotel accommodated her as part of the in house group she was attending a conference with. We have reached out to [redacted] to ensure she was completely satisfied with her accommodations.Thank you,Wesley C Front Office Director

Consumer

Response:

I have received a response from the Hilton claiming they would send me a complimentary stay but have yet to receive it. I assume they will send it soon. Thank you.

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, [redacted]

Review: Stayed at Home2Suites By Hilton in [redacted], PA. Encountered a variety of issues upon checkin and throughout stay at the hotel. Was upgraded to a more expensive room without my request/authorization. Was refused government rate while on government travel with appropriate ID presented. Most importantly, the main sink the hotel room flooded, covering the floor with water and damaging my personal belongings. Engineering/maintenance services was sent to the room by the front desk. The room was not cleaned/wet towels were left strewn about and the furniture not put back into place in the room. Also charged 80 dollars to park in garage that did not have available spaces.

Contacted Hilton customer service, was assigned file number from representative in Ireland and have not heard back. [redacted]Desired Settlement: I want a full refund for my stay at the hotel. The stay was for two nights and the hotel has a clear policy carved into the wall near the elevators that if there is an issue, and the issue is not made right, that a full refund will be given.

Contacted Hilton customer service, was assigned file number from representative in Ireland and have not heard back. [redacted]

Business

Response:

Guest will be refunded $482.79 as this is the amount of room and taxes. Parking fee will not be refunded. Ga file [redacted]

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 what I will accept. I dispute the validity of being unwilling to return the parking fees but I will accept initial refund offer.

For the record, Hilton corporate never replied or helped with this issue. Regards, [redacted]

Review: Name of business: Hilton Garden Inn

Address: [redacted] Utah, [redacted] Telephone: ###-###-####

Date & duration of stay: December 27th to 31st (four nights)

Room #: 334

This business advertises free local shuttle ride service.

On the morning of December 30th, I requested a shuttle ride to nearby [redacted] station to catch ski bus to [redacted]. [redacted] ski lifts open at 9 AM, so I wanted to catch the 8:03 AM ski bus(#[redacted]) and arrive there 8:55 AM. I made the request for a shuttle ride with a guy at the front desk at 7:35 AM and told him that I have to catch the ski bus at 8:03 AM at [redacted] station. He told me that the shuttle will arrive in 10 minutes and that there was one lady who was already waiting for the shuttle, but she was going to a place just around a block, so should not be a problem.

The shuttle did not arrive until 7:55 AM, and I told the driver that I have to catch 8 o'clock ski bus at [redacted] station. The driver ignored me and started off toward the mall area, trying to find the place where that lady wanted to go. The driver nor lady did not know where this place was. So I asked the driver again if he can take me to [redacted] station first. He did not answer my question and asked the lady if he can go to [redacted] station first. She agreed, and finally he took me to [redacted] station. When I got off and asked people at bus station, they told me that the bus already left. It was four minutes past 8:03 AM. I called the hotel and asked for a ride back to hotel, since the next ski bus to [redacted] was at 9:13 AM, which was about an hour later, and I didn't wanted to wait in cold. The driver from [redacted] hotel showed up ten minutes later and took me back to Hilton Garden Inn. The guy at front desk didn't seem to be apologetic at all. When I requested to see General Manager, the Assistant General Manager(?) showed up, took my phone number, and told me that General Manager will give me a call later when I come back from skiing. I did not get any call or message from General Manager.

This whole experience is completely unsatisfactory. Hilton Garden Inn employee's ignorance costed me an hour and ten minutes of my skiing time, especially early in the morning when trails are freshly groomed. I flew all the way from Los Angeles area for my once-a-year ski trip, and an hour and ten minutes of skiing time is priceless for me, and Hilton Garden Inn at [redacted] ruined my ski vacation.Desired Settlement: Refund of cost of hotel stay, ski pass, breakfast I purchased from this hotel

Business

Response:

GA File [redacted].

The reason the guest was not dropped off on his requested time was because another guest had requested to be dropped off at a different location. As the shuttle service is first come, first serve – the hotel was unable to put this guest’s request in front of a guest that had already secured her time. Unfortunately, there will be no compensation – as the shuttle is first come, first serve.

This matter is considered resolved

Review: I called on Saturday 8/2/2014 to make a reservation for a hotel located in [redacted] MO. for 8/3/2014. The reservation was set, however, the location was to far from my job, which was one of the request to please make sure that I not to far from my place of employment. I also was concerned about the area of the hotel.

Called and spoke with someone in Customer Assit, who contact Leta at the Hampton INN to cancel my reservation. She was suppose cancel the reservation and secure me another hotel, at 10pm I am still waiting and by this time have been place on hold at least 5 times. With this person asking me the same questions. I then requested her name a supervisors, and was told that she would not give me her name, and hung up. I then called back and requested the a supervisor and was forward to the same person, she then stated that the supervisor Deserie was her supervisor and she was on another line with an customer and she would place me on hold, after holding for 20 mins, I was disconnect again. I called back and spoke with a lady name Donnva, I explain that I was holding for the supervisor Deserie, Donnva, that Deresire was at lunch and would not be back for an hour. By this time it's almost 11:00 oclock at night, my hotel room had been cancel. and no help wass given. Except Donnva asked if I wanted to be transfer to Deserie voice mail, I said no I need someon to help me now, then she placed me on hold for about 10 mins and the next thing I know I was transfered to Deserie voice mail. I called back and spoke with Octeva which was the reservation lady, and explained my problem. and was requesting the name of the first lady that was really rude and I was being told they had no way of finding out who I spoke with. Octava, came bace to the phone and stat that the hotel person cancel my reservation, I said impossble because I never spoke with the hotel person. I went into the hotel to find who was the person that contacted her to cancel my reservation, I was told by Leta at the front desk of Hampton by the airport that she rec'd an call from someone at Customer Assit, whom did not provide a name requesting for her to cancel my resevation, because she did not know how to do it. Octava was on the my phone with the speaker on ans stated that is no the process, and was not sure why that happen like that. She did document what she heard Leta say.

Now, at the Hampton Inn located near [redacted], and used my [redacted] and stated that I still will need that room for a week checking out on Friday. That I would pay for the first night with my card, because I felt that they should have made some type of compersation. I was told by Octava to go ahead make the reservation with my cc and call back to schedule my reservation for the rest of the week using my points and it will still be 20, 000 points a night with the 5th night being free.

leaving the hotel on 8/4 to report to work and was ask by the front desk rep, would I like for her to make my stay an cont. stay I stated yes, I will be calling the diamond desk to make sure that it will be converted to my points. I was in room [redacted] and if I could keep the same room, she stated not a problem, however, when I called and spoke with Flecia it was a problem, I am now being told that the point would not be 30,000 a night. This has been not only a safety problem, lack of concern for my hotel needs and just pure unprofessional service.Desired Settlement: I expect this to be resolve quickly and not to happen again. I also expect for hilton to make this right. The customer service was aweful. How do you have me holding for a supervisor, that is apparently at lunch or went to lunch while I was on hold. Hung up on twice. placed on hold over five times by one rep for at least 10 to 15 mins at a time. On today placed on hold for over 30.mins. This service was just aweful and has left a sour taste in my mouth..

Business

Response:

File [redacted] sent over to hotel. Hotel will respond within 48 hours.

Consumer

Response:

[You indicated that I would hear from the Hilton corporate office within 48 hours as of today 8/10/14 I have not heard from this company. I do not want my cased closed. I will also follow up with a phone call to your office. The service unacceptable.

Review: I stayed at the Hilton [redacted] from 2/19 through 2/23. I'm a frequent traveler and have stayed at a number of Hilton's major competitors. My recent stay at the Hilton was less than satisfactory the first night there was disturbance on my floor that last nearly till midnight where one guest was banging on another guests door. I called front desk on three occasions each time they assured me it would be addressed. I lost several hours of sleep as a result of this and the next morning all that was offered was a move to a different part of the building which seemed to pickup a majority of the acoustics from the planes coming and going from the Airport.People come to hotels to be comfortable not to be kept awake by unruly guests and planes.Desired Settlement: The right thing to do would to be to offer a partial refund.

Business

Response:

Guest Assistance File Number: [redacted]We consider this matter resolved. The guest was given one free night?

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: This Hotel is horrible... I have got billed 2 days for 1 Room.I have called [redacted] (AP) left several messages and have not got a call back.. They charged me 3 times for 1 day that I agreed to.! Horrible service and Fraud

Product_Or_Service: Hotel RoomsDesired Settlement: DesiredSettlementID: Refund

I want to be refunded.... ASAP...!!

Business

Response:

From: [redacted]

Sent: Tuesday, August 27, 2013 12:44 PM

To: [redacted]

Subject: complaint [redacted]

Please provide city state and hotel and also the date of the stay

Executive Escalations

Hilton WorldWide(P) ###-###-####

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,

Hello,

The date was 8/16/13 in [redacted] Ca (Hotel [redacted])

Review: I used Hilton points to obtain a voucher for one free day of a car rental ([redacted] Rental Car). My plan was to pick up the car at the [redacted] Airport and drop off at the [redacted] Airport the following day, consituting a "one day" rental. I was told by the Hilton Customer Service Representative that this would be fine and she then processed my request and sent my voucher. When I showed up to the [redacted] desk they pointed out that on the back of the Hilton voucher it says that one way rentals are not applicable for this voucher. I was not able to use this voucher not because of any restrictions [redacted] imposed, but rather the terminology on the Hilton document that I was not made aware of when first submitting my request.I was then forced to spend $72.00 on a rental car out of my own pocket. Upon contacting Hilton Customer Service the following day to file my complaint, I learned that they are not provided with any information saying that one way rentals are not valid. Also, upon looking through their website there is no mention of one way rentals not being valid for redemption.

I proceeded to filing a complaint with Hilton, asking for compensation in the form of "Hilton Points" to offset the money I had to pay to [redacted] ( I am more than willing to provide receipt of payment). But when I was transferred to a manager to handle my request, I was denied any compensation without any explanation at all.

I then submitted my complaint to Hilton's online email form. I was given a response that it is acknowledged there is no disclosure online of this condition, that IT would be notified, and they would look into possible compensation. However, yesterday, I was told in an email that I would not be receiving compensation because they claimed that this was a condition imposed by [redacted] Rental Car, when in fact this was a condition on a Hilton Document and NOT a [redacted] Rental Car Restriction. I then called the "[redacted] Customer Care Line," where they took my information and transferred me to a manager, who then created a case number and forwarded my case to the same exact people who gave me the same invalid response in an email yesterday.

I am looking for compensation because I would not have requested a voucher had Hilton's website said that one way rentals are not allowed, and had Hilton's customer service representatives informed me that one way rentals were not valid. Thus, I believe this is a misrepresentation of an offer online that caused me to spend unnecessary funds, and Hilton has refused to compensate me for this.Desired Settlement: I am asking for compensation close to a one night's stay in Hilton points (that I would be using obviously to stay at a Hilton property), or approximately 20,000-30,000 points.

Business

Response:

Guest Assitance file Number: [redacted]

We consider this matter resolved it is not a Hilton issue. The guest was referred back to rental car agency.

Review: I booked a hotel stay via Hilton's website for a one day stay. I noted my error and immediately called Hilton Reservations to correct as I needed to stay for two days. I spoke with a lady and informed her that I needed to correct my current reservation or cancel my current reservation. She was polite and adjusted my stay for the correct two nights that I needed. I then receive two charges later at the same hotel. I find that the lady with whom I spoke with created a new reservation and did not cancel or adjust the reservation I had informed her of. I have called Hilton customer care and Hilton advance reservation desk to attempt to rectify the situation. They both were unwilling to correct the situation, knowing that I had called immediately after my initial booking to adjust/fix. I do not understand how this can be my fault when I called within the specified time limit of correction and requested my reservation be adjusted. Hilton can clearly see that two reservations would have been made in my name, and should have questioned me over the phone about this; which they did not do. This is complete customer disregard and unfair treatment for an issue they created.

Confirmation # for charge in question: [redacted]Desired Settlement: I would like a refund for the amount in question ($121.02)as I did request two rooms, I requested a change in my reservation.

Business

Response:

Refund will be mailed to:

If this address is incorrect, please contact us at [redacted]

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.

It is unfortunate that I had to escalate it to the Revdex.com for resolution, but appreciate that the Revdex.com has the power to assist. Thanks for what you do!

Regards,

Review: I booked a room with a special rate at $87/night and was told I would also receive a military discount of 10%. Upon checkin this was verified. Upon checkout I was charged the full amount. When I contacted Hilton they refused to correct the issue.Desired Settlement: Refund of difference with promised discount.

Business

Response:

Hotel sent apology on 7/5 and gave lower rate than military rate.

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, apology was given before the stay after a rude phone call. My rate was a HHonors rate which then was supposed to be 10% off for military. I complained that TV remote did not work and no one came to fix and upon checking out the military discount was not given. See attached screenshots of the previous complaint, which they said would not be an issue so I went ahead and booked with them with their promise of my HHonors rate plus 10% off for military and it was not honored.

Review: I am staying at the [redacted] in [redacted], GA. I had a lady come to clean my room and she first stated she was going to take the towels first then come back. I had two diamonds eerangs that was by the sing next to towels and when I went to the bathroom later I only seen on which was put on the floor rudly and the other was no where to be fount. I talk to the manager downstairs and he stated he was going to call back but he never did I waited all day.Desired Settlement: I want a refund or my errang back

Business

Response:

A file has been created and sent to the hotel. They will respond to guest within 3 business days.

Review: On the 9th and 10th of November, 2013 my family and I stayed at the "Doubletree Hotel" located at "[redacted], California, Room [redacted]". As "Diamond Members", my family ("we", "us", or "our") and I ("me") chose to utilize our membership credits towards our reservations and an "family, upgrade room". Unfortunately and unexpectedly, our stay was nothing but unpleasant on many circumstances. Our room was far from being an upgrade, hotel staff was insolently condescending and the hotel was unaccommodating overall! The room had a faint, mephitic smell and missing the basic accommodations such as towels and a "bathtub plug". My wife contacted the front desk to report the problems. 38 minutes later, Hotel "Housekeeping Staff" delivered three large bathing towels, one portable refrigerator and "duck-tape" as housekeeping instructed my wife to use in place of a water plug. Not only was this an insult but very condescending In fact, Housekeeping NEVER returned to rectify the mishap.At approximately 4:38 am, while my family was sleeping the hotel fire alarm directly outside our door sounded off only to discover that it had been a "false-alarm" and/or "prank" according to neighboring hotel guests. A Firefighter confirmed that the alarm was a "false alarm" and appeared that someone had deliberately pulled the alarm as a prank. My children cried in fear. Again, my wife contacted the front desk in hope of finding an suitable resolution. Instead, the front desk receptionist instructed my wife to contact the manger in the morning. To make matters worst of all, we were met with effrontery while Dinning at Doubletree Hotel and by receptionist, "[redacted]". [redacted] was completely rude and unprofessional towards me and my family! On several occasions [redacted] misguided us, argued with me in a hateful tirade and ultimately made my child cry as she took away my child's breakfast box. As I attempted to resolve this matter amicably, my complaint was flouted on all instances.Desired Settlement: Hotel staff seemed very callous of their lack of customer service. As these problems perpetuate, we have grown beleaguered by poor service and treatment by Hotel Staff. Thus, I am requesting to a full credit for a week stay at any Hotel within California.

Business

Response:

Guest will not receive a free week. Reservation was for one night. File has been sent to hotel for review

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Regards,

Review: I received an email about a promotion for 250 [redacted] to stay a minimum of two nights at Hilton Hotels. I registered for the promotion and stayed my two plus nights as required and never received the 250 [redacted] points that the promotion promised. I contacted customer service and they refuse to honor the promotion. I feel as though I was baited and switched into staying at their hotel and want them to make good on their advertisement or refund me for the hotel stay. My Hilton Honors number is: [redacted].

The promotion link is: HHonohhonors.com/[redacted]Desired Settlement: The easiest thing to do would be to just give me the 250 [redacted] the promotion promised, but if not, then refund me for the hotel stay since I only stayed there based on the [redacted] promotion and would have stayed elsewhere at a cheaper hotel.

Business

Response:

We have requested an exception. Please allow 30 days to see if we are able to honor request. We are unable to refund stay if miles request is not honored.

Review: I stayed at this place and it was horrible! The place had a dirty bathroom, was told that the staff would clean it IF they can. Went out and came back to the small room and it was cleaned (no more feces in the toilet) I took a shower, and was about to go to bed and the toilet was continuing to run, so I went to shut the bathroom door because the room was so small that all I could hear was the toilet running, when I shut the door the mirror on the door fell. My boyfriend grabbed me to get me out of the way and his arm was sliced by the glass and my foot was cut as well. I called the front desk again and told them that the mirror fell and that we needed someone to come clean it and we needed something for my boyfriends arm that was hurt. The woman said, OH I GUESS WE WILL HAVE TO CHANGE YOUR ROOM NOW. So they changed our room to a bigger room (same money-was NOT an upgrade) and gave him band-aids. He did not want to go to the hospital at that time, he wanted to see if it would stop bleeding and my foot just had to pull the glass out and wrapped it up. The other room was still not the best but we only had to deal with it one more night.When we were leaving we asked for the General Manager and he was "unavailable". So I called and left messages and he called me back. [redacted], he apologized to me and told me that he would reimburse me the points back to my card for our stay and asked what else could he do for me. I said an extra night added to my card would be nice.(I am getting married and would help)He said "that's it, NO PROBLEM!" This was in October. Now December, I went to look at my points on my reward card and see that he only placed ONE night on. We agreed to 3. I called him and he LAUGHED AT ME and said, "I WOULD NEVER GIVE YOU YOUR POINTS PLUS AN EXTRA NIGHT, YOU'RE CRAZY!" I told him how dare he speak to me that way! I was going to report him to the Revdex.com,again he laughed and said "ha ha OK!" I am so upset, hurt and embarrassed he made me feel like I was a liar.Desired Settlement: I would like him to keep his word.I had to be laughed at to get the 20,000 placed back. He did tell me he would give me an additional night that is an extra 20,000 but since I had to endure his rude comments,I am requesting 2 more nights (40,000) credits. He belittled me and made me feel like I did something wrong. I was there to visit my fathers grave! My boyfriend and I were hurt. DID NOT SUE THEM. He was rude, nasty and I did NOT deserve to be treated that way. He should be FIRED!

Business

Response:

Please provide city, state, and exact 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:

you requested the city, state and exact name of the hotel.

[redacted] Express

[redacted] PA

Regards,

Business

Response:

We are not associated with [redacted] or [redacted] Express. We are Hilton Worldwide.

Review: This complaint involves the Hilton Garden Inn located at [redacted]. I have ben a loyal Hilton Honor's member for many years and made a reservation for a one night stay commencing March 1, 2013 using 40,000 Hilton Honors points to pay for the room. On the morning I was to arrive, my secretary called me to indicate my wife had called and there was an illness in the family and we would be unable to keep the reservation. I immediately contacted the Hilton, [redacted] to inform them I would not be able to keep the reservation and desired that either my points not be deducted or that I could change the reservation to the following week. At first I did not mention the illness, and just referred to another meeting as the cause for the conflict. The manager ([redacted] - refused to identify himself further) was rude, abrupt, maintained his refusal to accommodate any change and still would have my 40,000 points deducted. I then called to Hilton Honors number and the representative there was very understanding when I told her about my family member's illness which was the reason for the cancellation. The representative stated she would take care of it and placed me on hold. When she returned, she indicated she spoke to the manager ([redacted]) and explained to him about my family member's illness. She stated that he ([redacted]) now questioned the truthfulness of my statement about my family member's illness and indicated he was being uncooperative. She even indicated that she couldn't understand why he ([redacted]) was being difficult about making this accommodation. She asked me to hold and then without me knowing, switched me back to the hotel manager ([redacted]) who was rude, uncaring, and began asking me for medical documentation in a very accusatory and insulting way. When I stated that I thought that this was improper but I would "Do whatever it would take to make [redacted] happy", he began yelling at me saying "Look, you've done your talking, now I'm going to talk and you listen to me". I also asked him if he understood that I was canceling because of a medical issue and if he was still maintaining his refusal to accommodate me; and he ([redacted]) rudely indicated he would not make any exceptions - even this medical emergency. I attempted to contact the hotel's general manager ([redacted]) by phone and left two voicemails which to date have not been returned. After bringing my family member to the doctor (I also called Hilton Honors again that evening while at the doctor's and also obtained medical documentation as proof), I called the Hilton, [redacted] to confirm they were sold out for the evening. It should be noted that earlier that day I explained to the manager ([redacted]) that the hotel would probably sell out ant that he could rebook the room anyway. The manager insisted on maintaining his refusal. The result was that the manager ([redacted]) knew would go unused, was unable to be booked by anyone else, and I wound up losing 40,000 Hilton Honors points. This is extremely poor customer service and other than pursuing my complaint, I will not be conducting any further business with the Hilton brand. As a remedy, I seek the cash value of the 40,000 points so that I can take my business elsewhere.Desired Settlement: The cash value of 40,000 Hilton Honors points so I can take my business elsewhere.

Business

Response:

POINTS HAVE BEEN SUBMITTED AND WILL BE BACK INTO ACCOUNT WITHIN THE NEXT 3-5 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: On March 13, 2013, I received a response indicating that my points would be credited within three to five business days. It is now March 21, 2013 and it still has not been done.