Hilton Worldwide

Guest Assitance file Number: ***
We consider this matter resolved it is not a Hilton issue. The guest was referred back to rental car agency

I reached out to the guest with an emailI wasn't able to locate her reservation for the Embassy Suites - TempeWaiting for more information

Dear Ms***,
Director of Front Office Manager, Evelyn, at the Doubletree Houston Downtown, TX, stated that she has spoken with and offered the 50% room discount and it has already been appliedIn addition 10,HHonors points have been added to your account on 10/29/The hotel has agreed to the above compensation and there is documentation of thisIf you have any further documentation showing otherwise please send this information to *** and we will further reviewWithout this documentation of the offer for free certificates, we will have to uphold the above compensation that was already applied to your accounts
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:I had multiple email exchanges with Alice M*** and she stated she is investigating the complaint. I am deeply concerned that she would be sending a message stating she cannot contact meFrom: Alice M***
[mailto:***@hilton.com] Sent: Tuesday, October 20, 11:AMTo: *** *** Subject: RE: Revdex.com/Hilton Corporate Office
Thank you,
Investigating now
Alice M***- Guest Assistance Senior
Specialist/Corporate Escalations
###-###-####
Hilton Worldwide
*** *** ***
Carrollton, TX ***
USA

1/11/10:47:AM *** Dear Ms***I sincerely apologize to you for any inconvenienceI have called the *** ***, PA and spoke to *** *** and we agreed to have a new check issued from Hilton Worldwide and charge it back to the Hampton InnHe will also place a stop payment on the other check that they have stated was sent to you.Ms*** please note that it will take approximately 3-business days for the check to be mailed to your addressSE 7th Terr, Lees Summit, MO , 64063.Again, Ms*** I sincerely apologize for the inconvenience.Many thanks.A*** *** TExecutive Customer RelationsHilton Worldwide File ***

They asked for the hotel I stayed at in HersheyThe hotel is Hampton inn and suited in Hershey*** *** *** ***, Hershey pa ***
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: ***
I am rejecting this response because:
Regards,
*** ***

Thank you for your email contactThe hotel has indicated that the fee was assessed because evidence of smoking was obtained in the roomI do apologize but we will not be able to refund the smoking fee or provide a Hampton Inn Gift card as you requested
Best Regards,
Adrian ** H***

[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,
*** ***

Dear *** ***, I am in receipt of your second correspondenceThat you have shared with the Revdex.com case # ***, regarding your recent stay at the Hilton Harrisburg, PAUpon receipt of you correspondence, I again attempted to reach you by phone, but you were unavailable. Please extend me a time in which to contact you by phone to discuss your correspondence. 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 deliveredWe 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*** Executive Customer Relations GA file # ***

After staying here they added a dollar charge to my cardFor no REAL reasonI left the room clean and nothing out of place But they decided to take more moneyDon't be fooled by their slightly lower pricesThey will get more money from u at the end

Hello Ms
***
I
apologize for the problems you had trying to work with the customer services
deskI contacted
the hotel and had the General Manager search your credit card
recordsThe General Manager Bob C***, states that when the first
reservation went to No Show it was removed from the reservation logWhen you
arrived the front desk agent just made a new reservation at check in
The
general manager offers his apologizes and he has processed the refund for the
No Show fee, $to your credit cardPlease allow 3-business days for it
to process
It is our hope
that this matter has been resolved to your satisfaction and that you will
choose the Hilton Portfolio of Brands for your personal and professional
travels.Best RegardsLarry M***
Executive Customer Relations

11/16/3:58:PM *** Escalated call from: *** *** - Guest called back stating she was offered BMG's and she want what she was offeredAccording to this fileGuest requested free nights and their is no record of an offer to give her BMG'sGuest stayed one night and was given
10,points plus 50% discount on her one night stayGuest has been advised NO FURTHER COMPENSATION WILL BE GIVEN FOR THIS STAY/// CHAN [Chanel E***]

As the nights are consecutive, they will NOT count as stays. They will count as 2. Also, guest is only missing points as she received double points for her stay in Bend Oregon. points have been added to account for the stay in Boise

I had a reservation booked for Hilton Garden Inn in Owings Mills, MD for next month After I found out that I needed to stay closer to BWI, I called the location to ask about their change/cancellation policy.....After an extended hold, a woman finally answered the phone I asked her where she was located, and she INSISTED that she was at the location of the hotel and that she was in Baltimore, MD I did not believe her because it sounded like she was sitting in a call center, and based on her accent, it sounded like she was stationed overseas, probably in India I decided to test her knowledge of the area and asked her a few questions She did not know the answers to either question.....I asked her basic questions, like what cross streets was hotel on...and who is the mayor of Baltimore She finally confirmed that she did not know either answer and then admitted to me that she had LIED! I asked her why she had lied to me? She then said, "I am so sorry ma'am" I asked her again to explain why she had lied to me She could not explain I then asked her what her name was, and she replied that it was "Rachael" I think that was also a lie because Rachael is definitely not an Indian name I was so upset and disturbed that Hilton would allow their representatives to lie to their guests/customers that I terminated my reservation completely I plan to re-book with another hotel chain, like the M***....I have already made a complaint with Hilton Headquarters and the location at Owings Mills I do not appreciate being lied to and I won't accept it eitherI will take my business elsewhere!

Dear Sirs,
"">
I attended the Yoga *** conference on 4/at the mid-town branch of the Hilton hotel in *** much like I attended the same event in I was absolutely appalled by the behavior of the security staffSomeone on the Yoga *** staff alerted them that I was a supposably " suspicious person " and I was immediately harassed by two security guardsThey forced me into an elevator and when I reached for my phone, one security guard repeatedly struck me physicallyWhen we got to a private roomTwo more guards came and began intimidating me and told me I could not leave the hotel until I signed a bar noticeI was photographed and then told after signing that I was barred from the hotel for lifeThis outrageous behavior was amusing, appalling and patheticIt tarnished the reputation of the Hilton hotel mid-town branch which is a shame as I came to this hotel with my dad in when I was ten and I have fond memories of this hotelThis over-kill behavior is simply unacceptablePatrons are treated like they are terrorist suspectsI called the deputy of security the next day and complainedHe got back to me weeks later and told me because of their security " diagnostics " they could not lift the bar noticeThe deputy of security told me he spoke to both head of security and the general manager at the timeI have been informed that a new hotel manger replaced the old hotel manager a few weeks after my final conversation with the deputy of securityI think this RAMBO-like and deceitful form of behavior by the Hilton security is beneath contemptI feel that an apology is in order as well as the lifting of the bar noticeSincerely,
*** ***

[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:Date: Thu, Dec 1, at 10:AMSubject: Rejecting of letterTo: "***" I am rejecting the letter due to the fact that MrR***/Supervisor at Hilton Customer Deptoffered a free stay at any Hilton HotelsMrR*** asked me what would satisfy me for my inconvenienceOffering me three choices, a check, 10,points or what, so I replied that I would like a day ??free stayHe referred me to another number n instructed me to call them and if I was not satisfied to call him back and he would honor that for me
Regards,
*** ***

Hotel responded to guest

I am sorry that we are limited with the assistance that we can provide for this type of situation. I will do further research regarding the guests concerns and his requested settlement to see what other options may be available

If the guest was offered Gold VIP status with Hilton Grand Vacations, she would have to purchase a Time Share. There is no upgrade to gold for listening to the sales pitch. We apologize for any inconvenience

HelloRate was booked at $per nightThere will be no adjustments madeThank you