DoubleTree by Hilton Hotel Boston - Bedford Glen

Hello Revdex.com, I received a phone regarding a complaint filed against the hotelWe are aware of this situation and it was resolvedIt did take longer than typically expected as it involved another hotel location close byAfter much research it was determined and discovered the following: On October 3rd, , Hotel guest used his Hilton app on his cell phone to check inHe thought he was checking into another Hilton property less than miles from our locationHe in fact had two reservations at two separate hotelsOne made by his company and one by himselfOnce he received his credit card statement it was realized he was charged for locationsAfter much back and forth of us trying to prove that he in fact checked in on line, it was realized that he physically stayed at the other locationWe did receive an initial chargeback from the credit card company on 11/22/and because we had the proper paper trail and supporting documents the charge was awarded in our favorIt was only after the customer was told by his credit card company that the charge was valid from us, that it was discovered there was another hotel property involvedWe then agreed with the credit card company to reverse the full amountIn this day and age of technology, we all hope and believe this makes things more accurate, as well as faster and easier for all I would say that this circumstance, all parties involved did not benefit from this situationWe ask that you consider removing the reviewAlso, we are not in receipt of a letter that was sentIt was only after receiving a voicemail that I am respondingIs it possible to send instructions to update our profile as the contact information is old and outdated by more than yearsWarmest Regards, [redacted] C

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 This explanation about checking in on an app to two separate hotels is complete trash.  The app only lists one hotel on my wife’s stay. I have spent weeks fighting with this company to prove they double charged me. The review should stand on the site as I am sure as much as they initially denied they double charged me that they are doing this to other customers. Other travelers should be able to see what they tried to do to us when researching this business.
Regards,
[redacted]

Hello Revdex.com,  I received a phone regarding a complaint filed against the hotel. We are aware of this situation and it was resolved. It did take longer than typically expected as it involved another hotel location close by. After much research it was determined and discovered the...

following: On October 3rd, 2017 , Hotel guest used his Hilton app on his cell phone to check in. He thought he was checking into another Hilton property less than 3 miles from our location. He in fact had two reservations at two separate hotels. One made by his company and one by himself. Once he received his credit card statement it was realized he was charged for 2 locations. After much back and forth of us trying to prove that he in fact checked in on line, it was realized that he physically stayed at the other location. We did receive an initial chargeback from the credit card company on 11/22/2017 and because we had the proper paper trail and supporting documents the charge was awarded in our favor. It was only after the customer was told by his credit card company that the charge was valid from us, that it was discovered there was another hotel property involved. We then agreed with the credit card company to reverse the full amount. In this day and age of technology, we all hope and believe this makes things more accurate, as well as faster and easier for all.  I would say that this circumstance, all parties involved did not benefit from this situation. We ask that you consider removing the review. Also, we are not in receipt of a letter that was sent. It was only after receiving a voicemail that I am responding. Is it possible to send instructions to update our profile as the contact information is old and outdated by more than 15 years. Warmest Regards,[redacted] C