DoubleTree by Hilton Breckenridge

[redacted] Per the email from the Hilton at Breckenridge, $was refundedI was happy with the resolution and considered it closedThey did not refund the money as statedWhat is my next step? Do I need to open a new complaint? It's been three weeks.Thank you, [redacted]

[redacted] [redacted] Dear Mrs [redacted] Thank you for taking the time to share your experience at our hotel.We strive to provide an experience of a lifetime for our guests and we are sorry we fell short of your expectations as well as our ownIt looks like most of your correspondence has been with Hilton Guest Assistance on 8/22/and 8/24/17, they have logged and closed out all three complaints, and this subsequence communication via Revdex.com, was received by us on 9/22/17, hence our follow up response today.The $you were charged in addition to the Booking.com reservation, was the $resort fee plus applicable taxes and a pet fee of $50, which are a standard practice at the DoubleTree by Hilton Breckenridge and communicated via the 3rd party booking sitesThe total charge was $This charge was refunded on 9/22/as an additional gesture of goodwill in addition to the $in Hilton Gift cards issued to you on 8/24/by Hilton Guest Assistance, to use at any Hilton property of your choiceWe emailed you a copy of the original bill and the updated bill with the 9/22/refund for your records.Our property is committed to service and connecting with our guestsWe are disappointed that we were not aware of any of these issues during your stay and we did not have the opportunity to Make it Right for you before your departureWe understand our mountain property is unique in not having central air and being located at feet, so in order to provide our guests with the superior and problem-free experience our guests have come to expect from Hilton, we do all we can to assistOur elevators are subject to all required routine operational and safety checks because our guests’ safety is of utmost importance to usWe are very sorry that the movement of the elevator caused you distress.Thank you so much for choosing our hotel for your travels and we hope to have the opportunity to welcome you to our property again soonAmanda Southern, Director of OperationsIrina G***, Front Office ManagerDoubleTree by HiltonBreckenridge, CO

We have followed up with the *** and their credit card vendor and there was a miscommunicationThere was a release issued to the guest today 11/18/and we were advised it will be back to the guest in to business days!

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Thank you so muchI checked again today and still no refundI would appreciate it if you would reopen the case.Thanks again!***

Dear Ms ***,Thank you so much for following up on this refund and letting us know that while it works as a solution to your intimal complaint, you still have not received it.You had booked your stay through ***.com or one of its subsidiaries, so I just checked with them on the status of your refund and was assured that it was processed today 10/24/***.com was able to refund $to the card you used to make the reservationThey assured me that the refund is processed withing hours and could take 5-business days to show up in your bank account.I am terribly sorry for this additional delay which seems to have been resolved as of today.Please don't hesitate to contact us if you have any additional questions or would like further assistance with this matter.Have a great day!Irina G***Front Office ManagerDoubleTree by HiltonBreckenridge, CO***

Dear Ms ***,We have refunded $to the card we had on fileThe constitutes a full refund of your one night stayThe refund was processed on 10/6/2017.Thank you again for staying with us and have a great evening!Irina G***Front Office Manager DoubleTree by HiltonBreckenridge, CO

Complaint: ***
I am rejecting this response because:
There is no mention of the smell coming from the air conditioner which caused headaches or the bathtub not draining which is unsanitaryNo mention of the inoperable exit doorThere was not just movement of the elevatorIt actually droppedYour customer service people may have closed out the complaint files but I responded in each case that I was not satisfiedI rarely complain but I've never been treated so poorly by a companyI'm not sure what I'll do with a gift card as I'm afraid to visit another Hilton after this experienceIf I receive a $refund, I would consider the matter closed
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Dear Mrs. [redacted]Thank you for taking the time to share your experience at our hotel.We strive to provide an experience of a lifetime for our guests and we are sorry we fell short of your expectations as well as our own. It looks like most of your correspondence has been with Hilton Guest Assistance on 8/22/17 and  8/24/17, they have logged and closed out all three complaints, and this subsequence communication via Revdex.com, was received by us on 9/22/17, hence our follow up response today.The $72.46 you were charged in addition to the Booking.com reservation, was the $20 resort fee plus applicable taxes and a pet fee of $50, which are a standard practice at the DoubleTree by Hilton Breckenridge and communicated via the 3rd party booking sites. The total charge was $72.46. This charge was refunded on 9/22/2017 as an additional gesture of goodwill  in addition to the $200 in Hilton Gift cards issued to you on 8/24/17 by Hilton Guest Assistance, to use at any Hilton property of your choice. We emailed you a copy of the original bill and the updated bill with the 9/22/2017 refund for your records.Our property is committed to service and connecting with our guests. We are disappointed that we were not aware of any of these issues during your stay and we did not have the opportunity to Make it Right for you before your departure. We understand our mountain property is unique in not having central air and being located at 9600 feet, so in order to provide our guests with the superior and problem-free experience our guests have come to expect from Hilton,  we do all we can to assist. Our elevators are subject to all required routine operational and safety checks because our guests’ safety is of utmost importance to us. We are very sorry that the movement of the elevator caused you distress.Thank you so much for choosing our hotel for your travels and we hope to have the opportunity to welcome you to our property again soon. Amanda Southern, Director of OperationsIrina G[redacted], Front Office ManagerDoubleTree by HiltonBreckenridge, CO

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Per the email from the Hilton at Breckenridge, $258 was refunded. I was happy with the resolution and considered it closed. They did not refund the money as stated. What is my next step? Do I need to open a new complaint? It's been three weeks.Thank you,[redacted]