Hilton Worldwide

Hello, We apologize for any confusion Our records reflect that GA File # [redacted] was created by us on 07-Jul-when we received notification by the Revdex.com A note was placed on the file that the Revdex.com had been notified The hotel has been in contact with the guest and explained that the reservation required an advance deposit and the card on file was declined The hotel could have canceled the reservation; however, they did not Although they went ahead and held a room, the room type and pre-selected items were no longer in the system or guaranteed The hotel provided guest with a 50% refund off the first night's room and tax due to the cleanliness and maintenance concerns This matter is resolved Best regards, ***

Ga file# [redacted] This matter is considered resolved on 6/23/ Guest received points on 6/ As he states he should have points, additional points were added on 9/ For the inconvenience, an additional 1k points have been added to account

Dear Ms [redacted] , I am responding on behalf of our Executive Offices at Hilton regarding your communication about your Revdex.com Case # [redacted] I attempted to reach you by phone, but you were unavailable I am in receipt of the correspondence you have shared with the Revdex.com, regarding your recent stay at the Hilton [redacted] at Please accept my most sincere apologies for the challenges you experienced during your stayIt is always our goal to deliver wholly rewarding stays and we regret that on this occasion we did not succeed in that endeavor due to the billing issuesThe Hilton Executive offices work with our hotels and guest to resolve service issues, but as each hotel handles their own accounting we are not able to assist on billing issues On your behalf, I contacted the hotel and spoke to the Front Office Manager Rebecca, she advised that she had talked to you about the authorization holds and you provided your credit union information to herRebecca states that she spoke to your credit union and provided them the requested documentation and they removed the authorization holds the same dayPlease respond to this communication to advise us that the funds have been released We appreciate that you have taken the time to share with us your feedback, as we know comments from our guests allow us to ensure Hilton Standards are being met and rewarding stays are being deliveredPlease rest assured the hotel management team has received your comments and will review and address internally to prevent recurrence We hope that you will continue to make Hilton your first choice when traveling, based on the high level of service, quality and the diversity and value that each of our distinctive brands offers all of our guests Best Regards Larry M [redacted] Executive Customer Relations

The service stops the reservations were made ahead of time my room was not ready every time I rent my room is never ready when I do get into my room things are broken found the part things are dirty the last time I ran in here my bed has blood on it I have to go downstairs and get my own sheets and make my own bed this is ridiculous the lights did not work on one side of the room now today August 6th I'm renting a room and they told me that my room will be ready at o'clock I'm here it's my daughter's birthday and now they're telling me two maybe three maybe four o'clock this is unfair treatment I asked for a compromise maybe another room but the manager was not willing to work with me he just kept saying you want a corner room and I kept saying I did not book a corner room I'll take any room you have available so that my daughter's party does not start till and people are not just sitting in the lobby looking crazy it's ridiculous as much as you paid for this room almost $a night and you get treated unfairly and I'm starting to think it's the color of my skin because when someone of a lighter skin color came in and they put them right on into a room so I'm not understanding how come my room has been booked for at least a month and it's not ready the service at this hotel s [redacted] I wouldn't advise anyone to waste their money or time staying here

From: Alice M [redacted] 0pt">Sent: Friday, February 06, 2015 10:22 AMTo: ' [redacted] @***.com'Subject: Hilton Grand Vacation Resort- RevDex.com [redacted] [redacted] ***, Thank you for reaching out to the RevDex.com in regards to the Hilton Grand Vacation Division. I am very sorry to hear of your experience. Your concerns have been registered and shared with their telemarketing division. Please allow them a chance to respond. Best regards, Alice M [redacted] - Guest Assistance Senior Specialist/Corporate Escalations Hilton Worldwide 2050 Chennault Drive Carrollton, TX 75006 USA From: Alice M [redacted] Sent: Friday, February 06, 2015 10:20 AMTo: [redacted] Cc: [redacted] ***Subject: RE: RevDex.com concern [redacted] Thanks! Alice From: [redacted] Sent: Friday, February 06, 2015 10:20 AMTo: Alice M [redacted] Cc: [redacted] ***Subject: RE: RevDex.com concern [redacted] I will assign this case to telemarketing. ________________________________________________ Airton C [redacted] Customer Relations Specialist I, Membership Support ________________________________________________ HILTON GRAND VACATIONS T ###-###-#### xt. 4567 | F ###-###-#### 6355 MetroWest Blvd., Suite 180 Orlando, FL 32835 www.hgvc.com | [redacted] @hgvc.com

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 compensation Kindest regards, Valerie S [redacted] File # [redacted]

[redacted] tome The complaint has been resolved Thank you [redacted]

GA File # [redacted] We consider this matter resolved as of 9/13/14. A refund was issued.

*** ***
1:PM (minutes ago)
tome
Good afternoon,
I am writing to continue with this case, this is about "Advertisement" on Hilton, the offer was Gold Status until March for stays until the end of the year
I did complete the three stays, prove of that the the Hotel Confirmation's (***, ***, and *** - I can send those by email if you need me toAnother prove that I completed the stays is my credit card statement, which I am willing to send out if need it.
Hope o get this resolve, thank you,

Dear Mr***, Please accept my apology for any further inconvenience this matter may have caused. After the hotel’s further review and investigation, there has been no evidence to confirm these claims. The hotel offered a full refund as a gesture of goodwill regarding the overall matter. Our office was also informed that General Manager (hotel representative) MsCally J***, has been in constant contact with you regarding this matter MsJ*** is willing to speak with you in regards to this matter, and can be reached at ###-###-#### Best Regards, April Executive Customer Relations GA File # ***

From: Revdex.com of Metro Washington DCDate: Mon, Nov 27, at 12:PMSubject: Fwd: Your complaint has been received (Compliant id: ***)To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message
----------From: *** *** Date: Wed, Nov 22, at 5:PMSubject: Re: Your complaint has been received (Compliant id: ***)To: "[email protected]" Dear Sir/MadamThis is in reference to below complaint that I filed today with Revdex.com serving Metro Washington DC & Eastern Pennsylvania against "Hilton Worldwide". Complaint has been submitted and assigned the ID ***. Please disregard this complaint as it has been resolved and please close the complaint.Thank you for your attention in this matter.Sincerely,*** ***

this issue was addressed in JulyThe guest was given 1,points for the wrong information given by HHonors ***- now she is requesting points about wrong information given on transfer of pointsI will reach out and offer GW points

I FINALLY received my check. It was cut on the 13th, Mailed on the 17th and I received it on the 20th. That is what integrity looks like. When someone ACTUALLY mails something instead of just saying they mailed it. I would like to personally thank the corporate headquarters for taking care of the issue. I am so sadden by my treatment from the Hampton in Limerick as my son is a student in the area, I am an alumnus, and both of my children will soon be alumnus. We have been traveling back and forth to Pine Forge Academy for years almost and have used this Hampton as our place of stay for the last or and it really saddens me that it came to all of this.Thanks Corporate once again for your help and I consider the matter closed. I will forgive but please know I will certainly NEVER forget! *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Guest had only stays (11/- 11/23) and (11/- 12/2). We are unable to upgrade account or award any additional points

the 50,points were added due to the guest having to pay an extra The guest was told they would get the points if the reservation was kept The guest canceled the bookingThe guest was offered 20,points for the inconvenience
Alice M***

The guest sent an email to Adrian H***'s attentionI will allow Adrian to respond when he comes in at 11aThanks, Alice M***

Hello *** ***, I am in receipt of your last correspondence sent to our offices regarding, your Revdex.com case # *** about the missing ***bank certificate. We have verified that the two previously mentioned certificates from 8/2017, were all that ***bank has notified us to add to your account Due to your allegiance to our brands, as a one-time exception I will issue you “1” Be My Guest certificate as a courtesyThe certificate is equivalent to “1” free night and can be used on a standard room at any Hilton hotel worldwide. The certificate will expire “1” year for the date of issuance. Compensation will be sent to: *** *** *** WEST PITTSTON PA, *** If the above mention address is incorrect, please notify us immediatelyWe apologize for any challenges that you experienced and appreciate your loyalty to our brands Best regards, Larry M*** Executive Customer Relations

Dear Ms***I am responding on behalf of the Executive Office of Hilton Worldwide regarding the concerns you have expressed when attempting to book a group of rooms at the Hilton Garden Inn *** * *** * *** *** through our website.We are terribly sorry to learn of your
experience. Unfortunately, we are unable to honor a rate that was not confirmed due to inactivityAdditionally, hotel rates will continuously fluctuate due to occupancyI found that you spoke to one of our Guest Assistance representatives on 2/3/regarding your concern and file #*** was created and forwarded to the hotel for review and responseThe hotel's Management Team has advised that they spoke with you regarding the matterThe dates you are attempting to book in June are during the college world series and the hotel is in extremely high demand. As such, the hotel is unable to honor the rate you have requested.Ms*** your loyalty is very important to us and we sincerely appreciate you taking the time to bring your concerns to our attentionWe realize that every guest has a choice when traveling and it is our hope that you will continue to choose the Hilton Portfolio of Brands for your personal and professional travels.Best regards,M**Executive Customer RelationsGA File #***

Complaint: ***
I am rejecting this response because the response given is still not accurate First, the credit card number (AMEX) in my account was/is accurate as evidence by several other Hilton trips that I have recently made during my Permanent Change of Station process Second, when confirming the online chee-mail request, the Hilton system asked for my credit card number again, which I provided So, even if my credit card information within my HHonors account was having difficulty, the online cheprocess is built to handle this contingency Third, and finally, the hotel is missing the most important point in that I called right away to confirm my reservation with the hotel directlyI talked to an associate who personally confirmed my room on the 16th floor, took my credit card information (again), and apologized for the online cheprocess not working properly.Therefore, my issue remains that Hilton continues to not take responsibility for simply not holding the room that I confirmed It's really that simple Hilton continues to obfuscate responsibility with an erroneous response about my credit card, when their system accounts for problems associated with the HHonors account information.Hilton needs to do more research before they answer complaints of a technical nature
Regards,
*** * *** PE, DMRear Admiral USN

Hello Mr***
size="3"> I am writing to follow up on your recent Revdex.com complaint regarding your recent Best Rate Guarantee claim. I have included our most recent response below as I believe it explains clearly why we are unable to honor your claim. I would also note that your reservation was confirmed at 10pm on the night of your arrival. Our terms and conditions states that claims must be submitted at least hours prior to your arrival. For the reasons we have stated, we are unable to approve your claim. I apologize for any inconvenience
Best regards,
James R***
*** ***
*** *** *** *** *** ***
*** *** ***
*** ** ***
***
8/2/6:58:PM *** Dear Mr***
Thank you for taking the time to contact us regarding your concernsPlease accept our sincerest apologies for the frustration you may have experienced regarding the Best Price GuaranteeRegrettably, we are unable to make outbound calls from our department.Please be aware that we are unable to honor a verbal promise/rate verification made by other persons regarding the Best Price GuaranteeOur department is the only one that can review and approve/deny claims submitted through the Best Price Guarantee form, as well as provide up-to-date information regarding the programIn relation to this, I regret to inform that we are unable to review specific calls because we do not have access to telephone logs.Additionally, you indicated in your claim that you saw the lower rate via ***.com, not the actual site offering the lower ratePlease be aware that rates indicated in this manner may not apply to your room type, or they may carry additional and/or more stringent terms and conditions; this is especially true with rates as low as the one you indicatedYou need to go to the website itself to gain more information regarding the lower rate; even more importantly, we are unable to accept a claim that does not have this basic information.I regret to inform that we are still unable to honor your Best Price Guarantee claim due to the incomplete information regarding your claimYou indicated in your initial claim that you had a screenshot of the rate; if so, please attach it to this email and replyThe image must show the final booking screen and contain the hotel name, dates of stay, room type, room rate, and cancellation policy in order to adequately compare them against your reservationWe encourage all of our guests to go to the Best Price Guarantee page which shows the terms and conditions in full (if you have not already done so):***
Following the terms and conditions in regards to your claim will greatly increase your chances of approval.Once again, I am truly sorry for the difficulty you experienced during this process and we hope you grant us the opportunity to serve your future travel needs.Best Regards, *** *** *** ***
** *** *
***