Hilton Worldwide

[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,
*** **

Hello Mr***, Thank you for your email regarding your experience at one of our Embassy suites on 11/4/ I am truly sorry to read of the experience that you and your family encountered as I can understand your dismay and frustration. I will be more than happy to ensure that your concerns are properly addressed and that the staff is better trained to handle situations like this So that I may properly address this can you please provide the following information: -Confirmation Number of stay -Exact Name on Reservation I If you can send this data to ***, I will work on it as soon as I received the email.Larry M***Executive Customer Relation

Dear *** ***, am pleased to respond to you on behalf of the Executive Of Hilton in regards to your concerns with reference to your Advance Purchase reservationI placed a call to you at 2:33pm CST and left you a voicemail.Based on the details of your email, I do apologize for any
inconvenienceHowever I am pleased to note that your reservation was moved to Hampton Inn & Suites, Buffalo 12/4-12/6.We at Hilton Corporate thank you for your loyalty and for bringing this matter to our attentionWe sincerely hope that you continue to use our Brands for your leisure and business travel.Many thanksAnne Marie file #***Executive Customer Relations

Hello, Hotel refunded 38k points on 12/26/17. 36k for one room and 2k for inconvenienceGuest can see points online. GA file ***. Executive Customer Relations

Hello,
I had this concern fully researched and received the feedback on 8/6/I attempted to contact the guest multiple times on 8/6/and 8/7/by phone (using the number provided on this complaint) and I also attempted contact via email (using the email address provided on this complaint)The Hampton Inn and Suites Portsmouth / Downtown opened up as far as availability and I advised of this and offered to assist with the booking. Unfortunately, I received no responsesMay I please ask that the guest review the email I have sent to him? In addition, may I please ask that he respond to the email advising if he ended up staying in one of our hotels on 8/8/15?
Thank you,
Mia

Dear *** ***, I am in receipt of your email to the Executive Office of Hilton through the Revdex.comThank you for taking my callBased on the details of our conversation, You indicated that your *** account was not up to date and was missing 30K points and I offered you a One Time
Exception of 30,Hilton Honors points which you have agreed to in lieu of the 30K you stated that was missing from your Hilton Honors accountAs a gesture of goodwill to you I made this offer and I also advised you that moving forward there will be no further offers of this natureYou stated that you accepted and understood my One Time Offer.I do apologize for any inconvenience and thank you for bringing this matter to our attention.Many thanks and have a good day.Sincerely,Anne MarieExecutive Customer Relations File #***

GA file ***. Points have been returned

Called the Hampton inn in manning todaytalked to the young lady about renting a room for the upcoming monthshe took the information and once she found out that I lived local, she told me they don't rent to local peoplewow I informed her that I have stayed at this location many times in the past and have never been told thisthis was new to meI asked to speak to the manager on duty and was put on holethe young lady came on the phone twice telling me that the manager was on the phone and that she would take my name and number and have her call me backI inform her that I would waitwhen the manager came on the line, she to inform me they don't rent to locals and she proceeded to tell me that locals tear up the roomsI said to her I did not call to hear that, I called to rent a room, and I have been doing this for years with no problemsshe then told me that I would have to rent the room in the person name that was going to be staying in the room in which his name was already on file from previous staysI have done this so many times in the past and never have been ask or inform about the above informationthis is totally crazyA hotel not renting to locals.? is this from the executive head or manager? I need to know

[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 in response please send:
I will be looking for a further response from the General Manager, hopefully not the one I have already encounteredBut, understand there was a HUGE break down in this transaction and the dissatisfaction came from your employees.
Regards,
*** *** ***

Dear *** **,
I am very sorry, all matters regarding the closure of an HHonors account must be referred to our Loss Prevention DepartmentI see you noted that you have not received a response from them and it has nearly been a week. When an email is sent to ***, an automated response should be sent immediately advising the following:
"Thank you for your e-mailYour e-mail was received successfullyPlease allow up to 7-business days for your e-mail and/or request to be reviewedOnce reviewed, we will respond to you via e-mail or phone."
We must ask that you please allow up to business days for a response; however, I have reached out to our Loss Prevention Department to advise of your concerns and to ask if they can review and respond as soon as possible
Best regards,
Mia
GA File #***

I sent the guest an email requesting more information
Alice M

[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:
Thank you for taking care of thisI appreciate all your efforts
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***Thank you for your assistance in this matterI will email you once more once the check from the Hilton has arrived to me, and clearedAt that time only, may this matter be considered resolvedYou should receive an additional email from me within more business days.
Regards,
*** ***

Reaching out to the hotel's management team for a response to the guest. The hotel will respond within the next business hours.Alice M***

Refund in the amount of $has been processed and will be mailed to the address on file

Dear Mr***, Please see below: 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 *** ? Please be guided accordingly. Many thanks. Anne Marie File #***

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

GA File #***. Jey W*** advised the guest that we need a statement in order to proceed with a refund. We are still waiting for the statement

Hello *** ***, I hope you are having a good dayI am in receipt of your case # *** from the Revdex.com sent to our offices, regarding the reservation booked with the third party (***) for the Hilton Orlando-Altamonte Springs, FL. I am truly sorry to
read of the experience that you encountered and I can understand your frustrationsI attempted to call you today, but you were not available. On your behalfI contacted the General Manager Frank C***, He advised us that the hotel had left a message for you offering to move you to another room or to refund you your paymentSince you did not notify them of your choice and since you stayed in the same room, Frank advised us, due to your overall dissatisfaction he has requested the third party booking agent (***) to refund what you paid them for the stay for a total of $Please let us know if the hotel has contacted you and resolved your issueWe apologize for any challenges that you experienced and appreciate your loyalty to our brands. Best regards, Larry M*** Executive Customer Relations GA file # ***

NEVER use the "Advanced Purchase Price Program"!
I have been a long time hhonors member and been a Diamond level many timesI recently reserved one of my upcoming stays on the mobile app and chose the Advanced Purchase Price I usually use the company's negotiated amount (a $/day difference between rates) and planned on talking with the front desk to have it switched at my convenienceI was surprised to find that I was not able to switch and that I needed to call Corporate customer service The refused to make the switch and said that this was noted in the fine print on the cell phone mobile app How is it possible to see that detail on a cell phone? What a terrible idea for Hilton, and in this case a Hampton Inn There are other hotel chains to choose from The stays add up to over $18,in revenue MrCarl D*** said he was the supervisor and refused to change the rate Hilton, Incwould rather give up $18,in revenue than to change the rate? How many other people are being tricked into this locked in rate?