Hilton Worldwide

Hello *** *** I hope you are having a good dayI am responding to the Revdex.com case # *** received at the Hilton Executive officesRegarding your experience with the stay at the Hilton Chicago/Oak Lawn, IL, and your request for Assistance on a safety/security issueI
attempted to contact you by phone today to discuss your issue, but you were not availableAfter reviewing your concerns, I can certainly understand your frustration. Please allow me to extend our apologies for any dissatisfaction for services rendered. Customer feedback is vital to our operations and we are most grateful for the effort you have made to reach out to usUnfortunately, I was not able to locate a stay under your name at the hotelI will be glad to open a formal complaint file and forward it to the hotel management for them to assist youI will need some additional information to proceedPlease provide the following: -Confirmation Number for the stay -Name of the guest on the reservation -Date of the stay I apologize for the inconvenience and the delayI shall await your responseBest Regards Larry M*** Executive Customer Relations GA file # ***

The hotel responded to the guest on 7/7/with a refund of 50% off along with an explantion and apologyI am reaching out to the General Manager for a reply to the guest again
Alice M***

Hello Mrs***, I am responding on behalf of the Hilton Executive Office on your Revdex.com ClaimI apologize for any misunderstanding of the Promotion for the Hilton Grand Vacations. As the laws for ownership properties is different than those for hotelsAll
promotions, bookings , that are a part of ownership promotions must be handled by that division. I have taken the information from this Revdex.com file and placed it into a formal complaint file # ***, and sent it to my counterpart in that divisionSo that he can investigate the concern, he will contact you directly to assist youI apologize that I am not able to access their system.Best RegardsLarry M***Executive Customer Relations

DEAR MR *** ***, UPON FURTHER INVESTIGATIONS, YOUR HILTON HONORS ACCOUNT WAS CLOSED DUE TO CONDUCT THAT VIOLATES HILTON'S TERMS AND CONDITIONS POLICY IT IS NOT PERMITTED TO OPEN NEW ACCOUNTS, AS YOUR HILTON HONORS MEMBERSHIP HAS BEEN DISCONTINUED HILTON HONORS RESERVES THE
RIGHT TO SUSPEND OR DISCONTINUE HILTON HONORS MEMBERSHIP, INCLUDING ANY ELITE TIER STATUS (INCLUDING SILVER ELITE MEMBER, GOLD ELITE MEMBER, AND DIAMOND ELITE MEMBER STATUS), FOR ANY MEMBER WHO APPEARS TO BE USING THE PROGRAM IN A MANNER INCONSISTENT WITH THE TERMS AND CONDITIONS OR INTENT OF THE PROGRAM OR ANY PORTION OF THE PROGRAM, INCLUDING, BUT NOT LIMITED TO, REWARD REDEMPTION OR CERTIFICATE USE HILTON HONORS ALSO RESERVES THE RIGHT TO DISCONTINUE MEMBERSHIP FOR ANY MEMBER WHO HILTON HONORS BELIEVES, OR IF THERE ARE REASONABLE GROUNDS FOR SUSPECTING, IN ITS SOLE DISCRETION, HAS MAINTAINED MEMBERSHIP IN OR EARN POINTS ON MULTIPLE ACCOUNTS, HAS FAILED TO PAY ANY BILLS OR ACCOUNTS DUE TO HILTON OR ANY HOTEL WITHIN THE HILTON PORTFOLIO, HAS SOLD OR BARTERED ANY HILTON HONORS POINTS, CERTIFICATES, REWARDS CONFIRMATIONS OR OTHER HILTON HONORS BENEFITS OTHER THAN BY HILTON HONORS IS PROHIBITED AND/OR HAS ACTED IN A MANNER INCONSISTENT WITH APPLICABLE LOCAL OR FEDERAL LAWS, REGULATIONS OR ORDINANCES; INCLUDING WITHOUT LIMITATION, ENGAGED IN ANY ABUSIVE, FRAUDULENT, DISRUPTIVE, INAPPROPRIATE, OFFENSIVE OR HOSTILE CONDUCT, WHETHER IT BE PHYSICAL, VERBAL OR WRITTEN IN NATURE, TOWARDS ANY HOTEL WITHIN THE HILTON PORTFOLIO OR THEIR GUESTS OR EMPLOYEES, OR TOWARDS HILTON OR ANY OF ITS EMPLOYEES OR CONTRACTORS SUCH DISCONTINUED MEMBERSHIP MAY RESULT IN THE LOSS OF ALL ACCUMULATED POINTS AND THE CANCELLATION OF HILTON HONORS CERTIFICATES, BENEFITS AND PRIVILEGES, INCLUDING THE LOSS OF ANY ASSOCIATED ELITE TIER STATUSIN ADDITION TO DISCONTINUANCE OF HILTON HONORS MEMBERSHIP, HILTON HONORS SHALL HAVE THE RIGHT TO TAKE APPROPRIATE ADMINISTRATIVE AND/OR LEGAL ACTION, INCLUDING, WITHOUT LIMITATION, CRIMINAL PROSECUTION, AS IT DEEMS NECESSARY IN ITS SOLE DISCRETION HILTON HONORS TERMS AND CONDITIONS CAN BE FOUND ONLINE AT HTTPS //***/EN/TERMS/INDEX.HTML# SHOULD YOU NEED FURTHER ASSISTANCE RELATIVE TO THIS MATTER *** ? Best Regards Larry M*** Executive Customer Relations GA file # ***

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

File has been createdGuest will be contacted within 5-business days from Hilton Grand Vacations

The hotel Sales Diector, breached a contract with our organization for meeting spaces on August 5-8, He did not act in good faith, did not find an adequate, private and equal meeting space for our organization and flat out lied to his staff, as well as to the President for our local chapterThe Sales Director refused to give information for the General Manager, refused to contact the GM, was unprofessional, insulting and needs to be firedA larger group, a Korean church from Orange County, California, had signed their sales contract AFTER we had already had a signed agreement for the same dates in placeThe evening manager on duty on August also did not do his due diligence, left work before any type of resolution could be reached and the General Manager (contacted by phone) only deferred to the Sales Director instead of doing his job as GM to try and clean up the mess made by the Sales DirectorOnly one hotel staff member, a young lady, went above and beyond to find us a very nice and PRIVATE meeting space in a local restaurant which made it possible for our organization to conduct our business meeting in a professional settingI would not recommend this hotel if you want to have meeting spaceIf you deal with this hotel and its rude and unprofessional Sales Director, most likely your contract will be breached if a larger organization signs their contract after you do

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To: Revdex.com office
The issue was handled on 3/2/
See the below
Alice M***
3/2/2:28:PM *** Mr***e spoke with the GM and a refund has been issued by the hotel on 3/2/in the amount of $/// ***

File *** has been created and sent to the hotel. The hotel will respond within business hours

Dear Mr***, I am responding on behalf of our Executive Offices at Hilton regarding the challenges that you experienced during your stay at the Doubletree Columbus, GA. Thank you for allowing me the opportunity to assist you After reviewing your concerns, I can certainly
understand your disappointment. Our office has reviewed the matter and received an update from Tanisha Glenn stating that due to the contract agreement of reserving rooms not being met, the hotel is unwilling to extend the refund. In addition, the hotel also informed us that the complimentary room night was still extended to you in spite of the fact that the terms of the agreement were not fully met Mr***, as a gesture of goodwill I have added 10,Hilton Honors points to your account (***). It is our hope that you will continue to choose our Hilton Brands for your professional and personal travels Best Regards, April Executive Customer Relations GA File # ***

[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 as Answered]
Complaint: ***
I am rejecting this response because:Hilton didn't answer my questions
Regards,
*** ***

I sent the guest an email offering her a BMG
Alice M

Dear ** ***,I am in receipt of your email to the Revdex.com regarding your stay at the Hampton Inn, Winchester-University/Mall Area, VAIt was my pleasure to speak with you.Based on our discussion, I do sincerely apologize for the manner in which you have stated your concerns were addressed by the
Management of the HotelWe at Hilton Corporate want to ensure that every guest who stays with our Brands are treated with respect and professionalismTherefore your comments will be forwarded to our Brand Management as well as our Quality Assurance Team for their internal investigation. ***, as a gesture of goodwill for any inconvenience, it is my pleasure to credit your Hilton Honors account with Hilton Honors points.Thank you for your invaluable feedbackWe at Hilton Corporate hope that this matter does not deter you from your future stays with our BrandsYour voice is critical to our success and we appreciate you taking the time to share your experience with us.Again my sincere apology to you.Sincerely,Anne Marie TExecutive Customer Relations File #***

Hilton Worldwide File Number: *** We consider this matter resolved as of 11/1/Hotel spoke to guest directly

Hello,We apologize for the misinformation and inconvenience this has causedStays booked through a third party are ineligible for HHonors creditThe guest was provided 3,points on 1/5/regarding this matterAs a one-time exception, we have posted an additional 8,to provide a total of
11,points towards the stayThis would be the equivalent of the Base Points the guest would have earned if the stay were eligibleFor future reference, you may verify this as well as other policies specific to eligible rates on-line by accessing the following link: http://hhonors3.hilton.com/en/terms/index.html#accrual_of_points.Best regards,M**GA File #***

Dear Mr*** ***Thank you for contacting the Revdex.com, it is a pleasure to assist you. I would like to apologize about the issue of injuring your fingers at the Embassy Suites New Orleans Convention Center. These type of incidents are typically handled by the
hotel's insurance company. I will contact the hotel and follow up with you within hours. Thanks for your patience and the opportunity to assist you. Kindest regards, Valerie S*Corporate Guest RelationsFile #***

Dear Ms***
I am in receipt of your email that you sent to the Revdex.com which was forwarded to the Executive Office of Hilton WorldwideMy name is Anne Marie T*** and I must apologize for any inconvenience causedHowever please note that in these matters I have documented
your concerns to the hotel and forwarded a file #*** so that they can respond directly to you in order to resolve this matter. I see that since I opened this file that Joe Proscia has responded to you and the matter has been resolved to your satisfaction as indicated on the fileAt this juncture, I would consider the matter closed based on the correspondence on the complaint fileMany thanks and thanks for your considerationRespectfully,
Anne Marie T***
Executive Escalations

File *** has been created. Guest will be contacted by a member of Hilton Grand Vacations Club

Complaint: ***
I am rejecting this response because:I am rejecting the response because I never recieved any rmail reminder from hilton saying my points will be removed from my account ! Plus it wont cost them anything to reinstate my points ! Also in previous mentions of my poijts expiring I proved that I had transferred points from one of their points partner companies and hilton had nk vhoice but to reinstate my points , so it wasnt like hilton did me a favor as they claim to say. *** *** * *** *** *** *** ** *** *** ** *** *** *** ** * *** *** *** *** *** *** *** * * *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** * *** ** *** *** *** *** ** *** *** ** *** * *** ** ** *** *** *** * *** *** *** * *** *** *** *** *** *** ***
Regards,
*** ***