Hilton Worldwide Inc

Review: August 20, 2013

Attention Hotel Manager of the Double Tree in Mission Valley, San Diego,

Hi. I wanted to update you on my recent visit with your hotel last month. It was my wife’s & I first stay at a Double Tree hotel.

We had taken the Metrolink down from Thousand Oaks & really liked the fact that the hotel was so close to the train station / drop point.

We enjoyed our room & the overall experience with your hotel was good. There was however a few incidents that have left us pretty disappointed to the point that a future stay at a Double Tree is unlikely.

• Concern One: At the time of check in, we were told that there would be no issues switching a credit or debit card to use at the time of check out. I personally followed up with this the day & night prior to check out where I was informed of the same. However, I noticed that our card was charged twice, once under my wife’s card & then mine. That should have never happened; I suggest implementing some financial / control systems to ensure that once a card is used to pay for a room, no further-duplicate charges transpire. However, when we returned home we realized that both the original card & the new card were charged without any explanation.

• Concern Two: Having taken the train down, we took a taxi to SeaWorld with the assistance of your concierge. We were told to contact the concierge when we were ready to head back to the hotel for assistance. As we were heading out of the park, we noticed that no taxis were available so we as instructed we contacted the concierge for assistance. The person who at the time received our phone call was rude, reluctant to assist us & for whatever reason did not want to put any type of effort, including but not limited to giving us a simple phone number for a local taxi. My wife & I are not snobs, but polite hard working young adults. We believe in treating others with respect & were pretty shocked-upset that we were left out to dry like that. We would think that being customers at your hotel, your staff would want to provide assistance in returning to the hotel.

• Concern Three: Unfortunately we experienced yet another area for improvement regarding your staff. On our final day at the hotel, prior to departing we decided to relax in your bar/lounge area. There were only two other people in the lounge for the waitress working the area. For whatever reason, she never came to ask if we wanted to order anything yet came several times to the other people in the area. After ordering one drink & waiting almost 20 minutes on a slow day we were waiting another 30 minutes for the bill. Having ordered the drink at the bar to begin with, I had to request the bill again from the bar. Why have a waitress who is going to be polite & service certain people? Again, we were very polite & respectful to your staff during our stay. Unfortunately that courtesy was not extended to us.

In summary, these events that transpired from July 4, 2013 to July 8th were so bad that it prompted me to issue this letter. I hope that what we experienced at your hotel does not happen to other families & newlyweds as we were. It is unlikely that we will be staying at a Double Tree or affiliate again.

Sincerely,

[redacted] & [redacted] Drive

Thousand Oaks, CA 91360Desired Settlement: Unfortunately no desired settlement can make up for the memories that our negative experience at this facility caused & since I have to select one, I chose a refund for services not rendered.

Business

Response:

Our management team has reached out to the guest several times via phone and email in hopes to get more information about the concerns that were brought up. We have not received any response yet. The following letter was sent to the guest directly:

Dear Guest,

Review: My boyfriend & I checked in on 3/10/14. The reception customer was great!They even gave me a warm cookie. 10 minutes after entering our room, Itryed to turn on the T.V. It wouldn't turn on. I tryed messing aroundwith the remote at no prevail. I called the desk and was told they wouldsend someone up to look at it. 10 minutes later a man came in and resetit. It came on. The next day It wouldn't come on again so I called thefront desk again and they said they would send someone up. 10 minutes later a man with a accent came and said, yes it's broke, what time wouldbe a good time for me to come back to replace it. I said in a couple ofhours. My boyfriend called the desk to tell them I was napping to comeanother time. We just did not turn the T.V. off and when we left later in the day we left a note for the maid to leave the T.V. on. We were leavingto fly back home on 3/12/14. My boyfriend took the suitcases and asked meif I wanted him to take my sweater and I said, know I will need it on theplane we were in a hurry to catch our plane. When he came back to room Igrabbed my purse and ran out the door. When we got to the light I said,"I forgot to grab my sweater he said we'll miss our flight just call thedesk and they will mail it. We had only been gone for 6 minutes it was 8:00am in the morning. I called and was transfered to housekeeping. I spoke to someone named [redacted]. I told [redacted] we just left a few minutes ago and I left my sweater. [redacted] said he would go get it right now and he wouldcall me back. I gave him my phone number and said Thank You!! I noticedat 1:00 pm he hadn't called back so my boyfriend told me to call again. My sweater was a long floor length sweater that was expensive. When I called back someone named [redacted] answered the phone and said he would get in touch with [redacted] and call me back. A few minutes later [redacted] called back and said they didn't find the sweater. I said No Way!! I called you 6 minutes after I left and room 403 is at the end of a long hall. They kept it.Desired Settlement: [redacted] told me he would give us $50 per day because of our T.V. problem. [redacted]said it was broken only for 1 day and it was broken prior to being there.He also said it would take a long time for us to receive the money. Wellit was two days which is $100.00. At 1:00 pm [redacted] said the maid had notcleaned the room yet. Well my sweater would have been in there. He said 99%of people find things in their suitcase when they get home. My boyfiendhad taking the suitcases out and left my sweater on the sofa

Consumer

Response:

Dear Revdex.com,

[redacted], the person I spoke with is the day manager. He was rude and kept repeating, "99% of people find their belongings in their suitcase when they get home."

I told him my boyfriend had already taken them out before he stated with the 99% stuff. He was taking over me. This whole situation was very unprofessional.

Thank you for your time,

Review: I had a stay at Hampton Inn San Diego-Kearny Mesa, 5434 Kearny Mesa Road, San Diego, CA on 7/18/15-7/21/15 for two persons. Myself & [redacted].

On the evening of 7/19 or 7/20, [redacted] & I went up to the front desk & asked the gentleman there to split the $523.80 charge evenly between two credit cards. One credit card being mine & the other credit card being [redacted]'s. The gentleman at the front desk obliged & mentioned that [redacted]'s credit was submitted with the hotel booking but he was having a difficult time submitting my credit card as the secondary card, & therefore,he will submit the request with my credit card as the primary. I was fine with this not understanding the impact, which the gentleman did not explain either. The impact being, they initially charged my card for $261.90 as agreed & then days later, upon my return home, I realized they charged my card for the additional amount of $261.90.

I submitted an online complaint through the hilton website. Through this method, I did not get any help. The agent mentioned they have submitted the request when I followed up days later but they haven't heard back. A few days after, they said to contact the hotel directly as they cannot get a response from them.

I attempted to call the hotel to dispute this & could not get anyone to call me back to rectify this issue.

I then filed a dispute through my credit card & over a month later, the hotel sent the bill showing they charged my card for the whole amount.

This was not the verbal agreement. So now, I am still left with the entire charge on my credit card versus half the charge.

I cannot get a refund from [redacted] either as I cannot get him to respond to my communication. He is employed by the same chain - Hilton hotels, therefore, if this hotel needs to collect the amount, they all work for the same company & this should not be a problem trying to reach him.

All I want is my $261.90 refunded as verbally agreed with the front desk.Desired Settlement: All I want is my $261.90 refunded as verbally agreed with the front desk gentleman (whose name I cannot recall), that we spoke to while at the hotel.

Business

Response:

Good Morning,

Review: I am a member of [redacted] Honors #[redacted] have used and stayed many times with [redacted] and more with Double Tree Del Mar for the past 3 years.

On June 2014 I made a standard room reservation with [redacted] Center [redacted] for October 17/2014 confirmation [redacted] as senior citizen for my wife and myself.

On October 14/14 we decided not to go to San Diego due to illness, so I cancelled the reservation and I received cancellation # [redacted].

The reservation was done with my [redacted] Credit card. Double Tree Del Mar refuse to credit mat [redacted] card for $100.14 they claim that no cancellation has occurred.

My [redacted] credit card were fighting on my behalf to get the $100.14 refund.

Double Tree claimed that the reservation was booked as [redacted] Employee, that wrong I am not [redacted] Employee but member of [redacted] Honors

I tried to solve this problem by calling [redacted] Center asking for email cancellation for Oct 17/15, [redacted] now refusing to issue email to that fact.

My [redacted] Credit card asked me through Double tree hotel the reason for cancellation, my replied was we were sick could not drive down to San Diego.Desired Settlement: I am seeking full refund and 10,000 [redacted] Honors point to cover the humiliation, agony and all time spent on the phone big agreements and suffering

Review: Our visit was from May the 2nd and we departed on May 8th. We already sent an email with our complaint and after a week still no response. The room was not ready upon arrival. We had to wait 25 minutes for them to get us a room. We placed us in a room next to the fitness center. Our wall was the same wall the treadmills were on the other side. It was noisy and kept us up at night and woke us up and it vibrated the bed and felt like there was an earthquake. All the other hamptons have used have their fitness centers on the first floor. This was one was on the second ajecent to our bedroom wall in room [redacted]. On the first floor there is no fitness center. There we many seurty issues. In the lobby many homeless people had to be kicked out. Before there was security on the quarge entrance and this time there was none during our whole stay. Plus the elvatators you need a key from the guarge and this time no key was required and this was a security issue because anyone could come into the gaurge and into the elvators up to the rooms. Due to these issues we feel we should be complansated for the many probleams. Below is an email we sent a week ago. Thank you.Dear Laurie, We are writing in reference to our resent visit. At the time of check in it took almost 25 minutes to getus into a room. Prior to our arrival we asked for a room away from the rail road tracks because of a sleeping disorder and have a room in the front of the hotel. We were placed in room [redacted] right next to the fitness center. It was very noisy and we had a hard time sleeping. All other Hampton inns we have stayed the fitness center was not near any rooms. We were also concerned about the parking area and there was not any from of barricade andin the gaurge people could enter and go up the elevator. Due to the problems we would like to be compensatedfor the room problems and parking. Thank you, [redacted] room [redacted]Desired Settlement: should have not been charged parking because of the lack of security. and that anyone could walk into the gaurage and up the elvators. We would to be reimberesed for the parking for eighty four dollors. and partial reimbesement for what is fair due to the noise from the room that was next to the fitness center.

Business

Response:

I spoke to the guest and he reiterated his dissatisfaction. It turns out guest is a Hilton associate and I asked him how come he did not complain while he was here rather than go to the Revdex.com in which we do not have any complaints. He had no answer. I informed him that I am only too sympathetic and aware the issues with the train and as a consequence my staff is always willing to change a guest location when they complain about anything on the following day. We would have changed him if he had informed us about his dissatisfaction with the room being so close to the exercise room. As far as his displeasure with the homeless population, I apologized for this but unfortunately it is a fact of any urban location with good weather such as San Diego and we do the best we can with trying to dissuade them and ask them to leave when they come into our building. With all things considered, I informed him that I would give him a refund of 1 night of his room charges and 1 night off of his parking charges and that was the best I could do for him. he accepted and the refund has been issued. The refund is currently working its way through the banking system.

Consumer

Response:

Dear Revdex.com,We are writing in regards to our refund. We were told initially and had a verbal agreement we would receive one free night and half for parking. This was the first agreement that we both agreed too. Then we were credited for $43 and should have been $71. The verbal agreement the first time we talked was for one free night and half for parking. $42.00 for parking and $29.00for the one night free room. Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

This was probably my mistake. I did not recollect having offered half on the parking but if that is what the guest remembers that is what we will do. We will issue the credit today.

Review: I checked in to this Doubletree Hotel on April 2nd around 6 PM and stayed one night. The reservation was made by Expedia.com at a price of $218.90 and paid in full during the reservation. I was given room 331. However the room smelled some sort of "plastic'ish chemical fume". So when I complained I was assigned the room 429. The second room also had the same plastic chemical fume smell. I thought it might be due to windows being closed for a long time. I looked for a window I could crack open but noticed there wasn't one. I turned the AC on and left for a dinner with my brother. When I came back at around 3:00 AM the room smelled just as bad. I asked to change it again and was given Room 204. This room also had the same chemical fume smell. Instead moving for a second time at this late hour I went back to room 429 . After about 15 minutes I started having nausea and headache. I felt I was slowly being poisened by the fume in the room. Not having any other choice, I opened the door to get some fresher air from the hotel corridor. I put something in front of the door to keep it from closing. Of course I couln't sleep while the door was open in a hotel room. Being desperately tired and needing at least little bit of sleep I finally closed the door at around 4:30 AM and slept for a few hours despite the chemical fume in the room. I am not sure what the long term health consequences of this chemical fume that I was exposed to in this hotel are. At a minimum it gave me headache and nausea while I stayed there one night. I now wonder if there will be any long term adverse health effects for example if it was cancerogen. I also don't understand how the fire department allows this hotel to operate without a single window that can be cracked open if it is needed.Desired Settlement: First of all I would like the hotel to refund the $218.90 back.Second I would like the hotel to study the source and the long term health consequences of the chemical fume that is in every room of this hotel by an independent 3rd party. We don't want to find out 30 years from today that many people who stayed in this hotel end up having adverse health consequences such as pulmonary problems or various forms of cancer as a consequence of being exposed to this unknown chemical fume.

Business

Response:

In reference to claim ID:[redacted] we have investigated the “plastic chemical fume smell” and found no existing evidence of any offensive odor. In an effort to satisfy the guest’s request even though we did not find an issue, we have refunded the guest for one night’s room and tax.

[redacted] General Manager

Direct (949) [redacted] | Fax (949) 471 8600

DoubleTree by Hilton Irvine Spectrum

90 Pacifica Irvine CA. 92618

http://IrvineSpectrum.DoubleTree.com | Become a fan on Facebook | Follow us on Twitter

Visit the Meritage Collection website for information on our resorts

in La Jolla, Newport Beach, Napa Valley and Santa Barbara

http://meritagecollection.com/

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I will wait for the business to perform this action and, if it does, will consider this Revdex.com complaint resolved.

Regards,

Review: Let me just make it clear, I like this hotel and the location. HOWEVER upon checking in I was told the rates were 219 because they were booked, ok fine. When I got my bill not only was I charge 219.00 the gentleman at the front charged me 34$ twice for parking when he just asked if I had driven there. On top of that they charged me $22 twice for a resort charge? Neither of these charges were even mentioned when I checked in? It's really not even about the money if you guys would have asked to charge and been up front, however you mislead people into believing they are only paying for the room and sneaking in other fees you don't disclose upon check in. I will now never stay at this hotel again and I will also not recommend it to people staying in San Diego anymore. I would like a refund for the room, PLEASE TRAIN YOUR STAFF TO BE UPFRONT WITH CUSTOMERS. Thank youDesired Settlement: Refund

Business

Response:

To Whom It May Concern,

Guest was contacted shortly after receiving the first notice. The resort agreed to take off the parking and resort charges. The guest was informed that our website does quote the parking and resort charges. He was also informed that next time, he would be obligated to pay the resort charge and the parking fee if he had a vehicle at our property over night. He said he understood and he was happy with the resolution.

Please let me know if you have any questions.

Have a great day!

[redacted] I Director - Front Office Operations

HILTON SAN DIEGO RESORT & SPA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: During my daughters wedding at the Hilton my son-in-law asked the coordinator to extend the wedding and he brought her to me to get my authorization to charge my credit card another $1,000. The lights were dim and the noise was elevated due to the music and family and friends were chattering around my table. I didn't have my reading glasses so I couldn't see the document presented to me so I expressly stated to the coordinator that I am only authorizing you to charge $1,000 to my credit card and no more. I had her confirm this to me orally and she agreed that no more than a $1,000 would be charged to my account. I quickly signed a piece of paper that was thrust at me and the wedding continued.

Complaint #1 is she never gave me a copy of what I signed at the time I signed it. I got it over a week after the wedding.

Complaint #2 I authorized (verbally) a maximum charge of $1,000 and she agreed (verbally) that there would only be a $1,000 charge on my credit card. When I got the statement it was $2,687.09

Apparently on the document that I signed in the dimly lit room, after drinking and celebrating my daughters wedding for 5 hours was a poorly hand-written scribbled line "one hour overtime $1,000" and a couple of lines below that in hard to decipher hand-writing another statement "we are extending the bar on consumption"

Complaint #3

Since I authorized and the Hotel agreed verbally that the maximum I would be charged on my credit card is $1,000 I would expect that when consumption and overtime equaled a $1,000 than they would come to me for authorization for an additional charge to my account, not just charge what they want.[redacted],I mistakenly filled out the form thinking that you didn't get involved with money disputes, but I just talked to your office and they stated that you could assist In this area.I am seeking your assistance with the collection of the overcharge in the amount of $1,687.09. I only authorized a charge of $1,000 and never received a receipt at the time of signing the agreement. I noticed 10 days or more latter that they actually charged me $2,687.09.Please assist me with this complaint in any way that you can.Thanks for any help you can provide in resolving this.[redacted]

Complaint # [redacted]Desired Settlement: For the Hilton to change their policies and procedures as follows;

1) Stop using hard to decipher hand written expense authorization forms.

2) Give a copy of whatever is being signed at the time of signing, not over a week later.

3) Charge only what the party expressly states orally is the maximum and if it is to be more, make sure to explain right there and than that there will be additional charges beyond the stated amount that is unknown as to it total amount at this time.

4) Make sure that the party (Father of the Bride) paying for the event has been made aware of these important occurrences of additional charges that may arise during the event at least a week before the event and don't rely on something he signed 6 months ago or rely on the fact that you told the bride and groom who are not paying. A nice reminder a week before the event will allow the paying party to have it fresh in their minds on wedding night.

Business

Response:

Dear Ms. [redacted]: We would like the following response posted with the consumer complaint # [redacted]. This response has been approved by senior management and the ownership of our hotel: The Waterfront Beach Resort, a Hilton Hotel, has been in the business of serving guests and caring for our customers for over 25 years. In that time, we have hosted literally thousands of events, weddings, parties, etc. here on our property. While each one is unique and special for our guests, their friends and/or families in attendance, the policies and procedures in place to best serve our customers are not new at all. Customer agreements, contracts, authorizations (and the like) are transparent and fully explained to all of our clients well before and even during events (including surcharges, rental fees, overtime rates, etc.). Each require a signature. We have nothing but the best interests of the guest and their total satisfaction at the heart of it all and leave very little to “chance”. We do not have staff who lurk in dark corners waiting to take advantage of or pounce upon unsuspecting attendees of event functions with vague and misrepresentative paperwork just to gain a few more dollars for the final bill. If we did anything of the sort, we wouldn’t be in business very long and that would be that. Our customer’s comments, national rankings as one of the top Hilton properties in the USA, numerous awards bestowed upon our culinary and service teams, and our social media ratings and reviews speak for themselves. Further, with few exceptions, we do not say “no” to our guests. Our job is to deliver the highest quality of service and accommodation and exceed every guest’s expectations before, during and after every opportunity we have the fortune of being in their service. We gladly make every attempt to correct any errors and/or misunderstandings and go above and beyond the call of duty whenever we can to make things right. This includes listening with compassion and understanding to any guest complaint or issue presented to us and we make every attempt to proceed to a mutually agreed upon resolution. We did just that in this isolated case. The guest referenced in this complaint came to us and requested the service for his wedding party to continue. We did not at anytime approach the guest with this offer. We explained that this would incur overtime charges for our bartenders, serving staff and cleaning crews who would need to remain on station until the party was completed as requested (or the by the legal closing time as proscribed by law). The guest seemed to fully understand all of this and, without any hesitation or interruption of service (given the decision was requested 15 minutes prior to the stated end of the event) we provided the guest with a standard form to authorize overtime charges and further compensation for the (unknown quantity) consumption of beverages while simultaneously asking our staff to remain in place and continue the celebration as desired. Not a hint of worry or misunderstanding was presented at this critical point. All were happy, the bar remained opened as requested and the event ended an hour later with smiles all around. After the event and when the final bill was presented, it was then that the guest had realized what the actual costs related to his signed authorization had incurred. Dissatisfied, he alerted us that he “didn’t know what he was signing and perhaps had a bit too much to drink”. Again, always taking our guest’s at their word, and looking out for the overall satisfaction for all those involved, we offered to remove the overtime staff charges and only bill the guest for the product he and his party consumed. We felt this fair and equitable considering the strict overtime pay policies for our associates that we must assume and that the guest’s party had, in fact, continued the reception and consumed more beverages. This offer of compromise was flatly refused. We could not understand why the guest did not feel it fair to settle his charges for products and services he requested and consumed, a fact never disputed. We were further troubled by the fact that nothing short of completely dismissing all of the charges would satisfy this particular guest. As a result, and at the risk of his ire and displeasure, we informed the guest that we were left with no alternative and thus we withdrew our generous offer and charged the guest what he originally had agreed to pay in full. We stand by our decision. [redacted]Director of Marketing The Waterfront Beach Resort, A Hilton Hotel Ph: [redacted]Fx: [redacted]www.waterfrontresort.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The Hilton Waterfronts response didn’t even respond to the

questions asked, so we reject their response as more of a marketing statement.

Review: I have been charged a no-ohow fee for a hotel reservation cancelled well before the cutoff. The reservation was for two rooms and I have been charged one night's amount for each (over $210 per room). At issue is my making an online reservation and then contacting a hotel agent soon after to cancel that reservation and get a better rate using AAA membership. The agent did not connect the reservations as discussed, and I unknowingly was given two sets of reservations.

I decided to use a different hotel and cancelled the reservation I knew about and had received emails on … The second reservation I did not know about remained active. To me, this seems like a customer service error and one that should lead to a refund of these charges. DoubleTree/Hilton appear to have a hard policy on no shows regardless of the reason or culpability.Desired Settlement: Your engagement leads to a refund of the charges.

Business

Response:

Mr. [redacted] has been refunded the no show charges. He had disputed them with his credit card company back on August 28th at which time they credited him and charged them back to the Hotel. The Hotel has not, nor will, dispute the chargeback.

If you need anything further please let me know.

Kind regards,

[redacted], General Manager

Direct: [redacted] |Direct Fax: (714) 383-7028 | Email: [redacted]

Hotel: (714) 750-3000 |Hotel Fax: (714) 750-3002 | Reservations: (800) 222-TREE

DoubleTree Suites by Hilton Anaheim Resort / Convention Center

2085 S. Harbor Boulevard | Anaheim, CA 92802

DoubleTreeAnaheim.com | Become a fan on Facebook | Follow us on Twitter | Trip Advisor

TripAdvisor Certificate of Excellence 2014

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Until this email, I had not received confirmation from the hotel that they would refund the charges in question (more accurately, that they would not dispute the charge back from the credit card company). Thank you for your efforts to resolve this matter.

Regards,

Review: I reserved a room with a King sized bed for 2 nights. I fully paid in advance through a third party website ([redacted]). Due to unforseen circumstances, we had to miss the first night. When I arrived the next morning at the hotel to check in, I was told that they cancelled my entire reservation that I already paid in advance. They blamed me for not calling them to tell them that I was still interested with the room. I was also told that they cannot provide any sort of refunds.

Given this information, I was forced to accept a room that costed less than what I paid for.Desired Settlement: Hampton Inn boasts a "100% Hampton Guarantee" (see http://hamptoninn3.hilton.com/en/about/satisfaction.html ). The service that they provided was a complete nightmare for me and my family.

Business

Response:

Guest made their reservation through a full pre-pay no cancellation third party website. Those websites require the guest to pay them, and we direct bill them. This reservation was made for 2 nights and the guest no showed for the first night. If the guest does not show up for the original reservation, it is rolled into what we call a no show. Due to the fact that the guests did not show for his original reservation, hotels do not hold the remaining part of the reservation. The guest showed up the next day for their reservation and were advised that they reservation was for the night before. They spoke with the Assistant General Manager when they checked in and was immediately confrontational. She advised him that she would reinstate the reservation, but it was already prepaid, so he would have to speak with the third party vendor, as we didn't have "his" money. At that point, he seemed to understand and dropped it.

Once the guest was here, they were put in their room and immediately started going to social media saying we were crooks and liars. He then contacted Hilton Guest Assistance with a complaint that the beds were not kings, like he reserved. He claimed that they were Queens. We do not have any Queen beds on this property. We have kings, not california kings, standard king beds. They contacted him, but would not answer his phone or speak with anyone in person.

Hilton guest assistance closed their file with no compensation. It was determined that the guest was attempting to scam to get his money back. I cannot issue a refund check, nor will I because the guest never paid us any money. He was advised at check in that he would need to discuss this with the third party website he booked at. Included is the guest assistance correspondence that I can release. If you have any additional questions, please do not hesitate to contact me directly.

General Manager

Hotel Complaint

Information

Complaint #: [redacted]

*You may add a resolution to this complaint

below.

Guest Name:

Address: [redacted] Evening Phone No.:

Day Phone No.:

Cell Phone No.:

Additional Phone No.:

Email Address:

Preferred Contact Method:

HHonors Type:

HHonors Number:

Reservation

First Name:

Reservation Last Name:

Arrival Date:

Departure Date:

Confirmation #:

Cancellation #:

Receive Id:

Receive date:

Create Id:

Create date:

Close Id:

Close date:

Complaint Code:

Complaint By:

Additional Code 1:

Guest Request:

Additional Code 2:

Complaint Status:

Refunds:

$

ATF

Refunds:

$

Rate Adjustment Approved:

$

Be My Guest Cards:

$

HHonors Points Value:

$

Intervention Fee:

$

Guest

Documents:

Notes:

10/13/2014 1:37:18 AM [redacted] Excpt that I

paid xtra for a King size bed and was forced to take a Queen. No thanks for

cheating on me @Hampton !

10/13/2014 12:42 AM Hampton

@Hampton Your

policy is to cheat on your customers.

10/13/2014 12:38 AM Hampton

@Hampton You policy is to pull a fast one on your customers.

10/12/2014

11:42 PM Hampton

@Hampton I prepaid a booking for a King size bed but you

gave me a Queen sized bed instd and wnt refund me the difference. Nice! /// GARD

[[redacted] 10/13/2014 1:39:06 AM [redacted] @[redacted] Can you please DM us your

HHonors or confirmation number so that we may look into this on your behalf?

Thank you!-AG /// GARD [[redacted]]

10/13/2014 2:10:18 AM [redacted] 81697329 [redacted] 27

10/13/2014 6:50 AM Unreviewed

/// SSAM [[redacted]]

10/23/2014 6:08:09

PM [redacted] From: A[redacted] Sent: Thursday, October 23, 2014 6:08 PM

To:

'[redacted]'

Subject: RE: Hilton Hotels file #[redacted] Dear [redacted],

Thank you for your patience. I was out of the office yesterday

evening and I did not have access to my emails. The hotel advised me that their

beds are standard king beds. Please contact the hotel directly at [redacted],

if you have any further questions pertaining to their bed type. We appreciate

you choosing the Hilton Family of Brand Hotels. Have a good evening.

Regards, [redacted] Sr. Guest Assistance

Specialist

Hilton Worldwide Corporation

From: [redacted]

[mailto:[redacted]]

Sent: Sunday, October 19, 2014 5:51

PM

To: [redacted]

Subject: Re: Hilton Hotels file #[redacted]

My

family and I sleeps on a standard King size bed every night in our home so we

know what a King size bed is.

Is the bed in the hotel a California king

or a standard king? [redacted] /// GARD [[redacted]]

Comments:

10/13/2014 1:39:24 AM [redacted] Social media

file. Awaiting guest reply. /// GARD [[redacted]]

10/13/2014 2:10:51 AM

[redacted] Social media file. Please reach out to guest and update file within 24

hours. Thank you /// SSAM [redacted] 10/13/2014 2:13:00 AM [redacted] Thank you.

We have located your stay someone from management will contact you directly.

Thanks - SS /// SSAM [redacted]]

10/13/2014 2:13:22 AM [redacted] Email has been

sent successfully to: [redacted] CC: [redacted] /// [redacted] 10/19/2014 11:21:43 AM [redacted] Spoke with [redacted] the AGM. She advised me

the guest came in on 10/11 when his reservation was for 10/10. He was a no show

but, she was able to get him a room with King bed. The hotel does not have rooms

with Queen beds, Only a King or two double beds. Will send the guest a CTL and

close file. /// GARD [[redacted]]

10/19/2014 12:10:57 PM [redacted] From: [redacted] Sent: Sunday, October 19, 2014 12:11 PM

To:

'[redacted]'

Subject: Hilton Hotels file #[redacted]

Dear

[redacted],

Thank you for your patience as I worked with the Hampton

Inn hotel in San Diego, CA to resolve the issue regarding your room type. The

hotel advised us that the room you booked and received was a King size bed. The

hotel advised us that they do not have Queen size beds in any of their rooms. We

hope that this resolution is to your satisfaction. Thank you for choosing the

Hilton hotels for your lodging needs. We look forward to seeing you again. Have

a good day.

Regards,

Sr. Guest Assistance

Specialist

Hilton Worldwide Corporation

/// GARD [[redacted]]

10/23/2014 6:08:28 PM [redacted] From: [redacted]

Sent: Thursday,

October 23, 2014 6:08 PM

To: '[redacted]'

Subject: RE: Hilton Hotels

file #[redacted]

Dear [redacted],

Thank you for your patience. I

was out of the office yesterday evening and I did not have access to my emails.

The hotel advised me that their beds are standard king beds. Please contact the

hotel directly at [redacted], if you have any further questions pertaining to

their bed type. We appreciate you choosing the Hilton Family of Brand Hotels.

Have a good evening.

Regards,

Sr. Guest

Assistance Specialist

Hilton Worldwide Corporation

/// GARD [[redacted]]

Hotel Action:

Add

Resolution:

Resolution:

View GNR

Results:

GNR Results:

New Reservation: Agent: HTECM from: HTECM booked your

reservation on Fri Sep 12, 2014 03:52:17 AM (GMT) by: HTECM Reservation Center:

HTECM Duty Code: HC Guest: [redacted] Property: [redacted] - [redacted] Arrival: 10/10/2014, Departure: 10/12/2014 (2 nights) Room: 1

Non-smoking KXTD for 2 Adults, 0 child(ren) Guarantee: CC - CREDIT CARD ( )

Cancellation Policy: NCXL - NON-CANCELABLE SRP: LHHYKW (RATES NOT QUOTABLE)

Quotable Cost: 209.53, Total Cost: 235.72 Agent: MMB from: [redacted] modified your

reservation on Thu Sep 18, 2014 05:55:58 PM (GMT) by: MMB/M Reservation Center:

SANNO Duty Code: HH No Reservation Changes Agent: ALO from: [redacted] modified your

reservation on Sat Oct 11, 2014 06:07:23 AM (GMT) by: ALO/ALO Reservation

Center: [redacted] Duty Code: HH No Reservation Changes Agent: ALO from: [redacted] modified your reservation on Sat Oct 11, 2014 09:30:25 AM (GMT) by: Night Audit

Reservation Center: SANNO Duty Code: HH Stay information added: No show: Y

Booking modified: Changed 'Length of Stay' from '2' to '1' Changed 'Quotable

Cost' from '[redacted]' to '[redacted]' Changed 'Tax Amount' from '[redacted]' to '[redacted]'

Changed 'Cost' from '[redacted]to '[redacted]'

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I am highly suspicious of the hotel's claims that the bed provided to us was really a standard king size bed. My wife and I sleeps on a standard King size bed EVERY NIGHT in our own home so we are very much familiar of the size of a standard king size bed. The hotel gave us a bed that was noticeably smaller than what we have in our own home.

Review: THANKS FOR THE OPPORTUNITY, I WENT IN THE CHECK IN OF DOUBLE TREE SUITES BY HILTON IN [redacted] BY DEC. 2 2014. TO ASIST TO [redacted], AND I ASKED THE GUY AT THE FRONT DESK, IF THIS WAS THE HOST HOTEL OF THE CONGRES?, TO WHAT HE ANSWER "YES, THIS IS THE HOTEL", SO I CHECK IN. DEC. 3 I WENT DOWN TO THE LOBBY AND ASK THE GUY ON THE FRONT DESK, WHERE IS THE "INTERNATIONAL CENTER" FOR THE RECEPTION MEETING?, TO WHAT HE ANSWERED, THIS HOTEL DOES NOTA HAVE ANY CENTER WITH THAT NAME, IT HAS TO BE IN OTHER DOUBLE TREE HOTEL BY HILTON.

AFTER THAT, I ASKED TO THAT SECOND PERSON I SPOKE WITH, THE FIRT ONE WAS THE GUY ON FRONT DESK THE FIRST DAY. I ASK THE SECOND PERSON, WHY THE GUY I ASK THE DAY BEFORE TOLD ME THIS WAS THE RIGHT PLACE? AND HE ANSWERED TO ME, "I TOLD YOU THIS WASNT THE HOTEL", SO I RESPOND TO HIM SAYING, "I DIDNT EVEN TALKED TO YOU YESTERDAY, YOU ARE A LIAR TOO". THIS WAS ON DECEMBRE THE 3RD, SO I TOOK A TAXI TO MY CONGRES IN THE OTHER HOTEL. BY THE WAY, IN THE CONGRES I TOLD THE HOST OF THE CONGRES WHAT HAVE JUST HAPPENED TO ME, AND TOLD ME UNFORTUNATELY THE REAL HOSTING HOTEL WAS FULL BY THAT MOMENT AND WAS NO POSSIBLE TO MOVE BEACAUSE OF IT.

I AM PRETTY ANGRY WITH LIAR THAT MAKE MY CHECK IN ON DECEMBER 2ND, MOSTLY WITH HIM, BUT I AM ALSO ANNOYING WITH THE SECOND GUY WHO LIE TO ME TWO TIMES IN THE SAME ANSWER IN THE SECOND DAY.

THE FIRST GUY WAS LIKE TALL LATINO WITH GLASES AT 17:40 ON DECEMBER 2ND, COLLEAGUE OF A GIRL NAMED [redacted], I REMEMBER BETTER HER BECAUSE I NAMED [redacted] TOO. THE SECOND GUY WAS A LATIN TALL GUY WITH BLACK BEAR AND NO GLASES, IN THE MORNING OF DECEMBER THE 3RD.Desired Settlement: I IM NOT SURE IF I WANT A BILLING ADJUSTMENT OR SOME REFUND, WHAT I REALLY WANT IS TO BE WELL SERVED BY THE DOUBLE TREE HOTELS BY HILTON, THE STAFF DOES NOT SHOW ANY RESPECT FOR THEIR REAL BOSSES, THE CLIENTS OR COSTUMERS, AND I THINK SOME OF THEM, LIKE THIS TWO GUYS I TOLD BEFORE (I DIDN´T CATCH THEIR NAMES BECAUSE OF MY ANGRY AT THAT TIME) LIKE I TOLD BEFORE, THE FIRST GUY WAS LIKE TALL LATINO WITH GLASES AT 17:40 ON DECEMBER 2ND, COLLEAGUE OF A GIRL NAMED [redacted], I REMEMBER BETTER HER BECAUSE I NAMED [redacted] TOO. THE SECOND GUY WAS A LATIN TALL GUY WITH BLACK BEAR AND NO GLASES, IN THE MORNING OF DECEMBER THE 3RD.

IS NOT FAIR TO BE TREATED LIKE THAT BY THE STAFF OF THIS PRESTIGIOUS HOTEL WORLWIDE, THIS TWO GUYS DID NOT CARE ABOUT THE WORDS I TELL THEM ABOUT THIS COMPLAINT.

I WOULD LIKE TO RECEIVE AT LEAST AN APOLOGY, THE MOST, AND ADJUSTEMNT IN THE BILLING.

Business

Response:

I have sent [redacted] a letter of apology. Both Doubletree's in the area had conventions the week of her stay and when she asked about the one she was attending the desk agent just assumed that it was for the one in our Hotel. The reservation was made on November 27th through central reservations so [redacted] should have been informed which Hotel was the host Hotel for the Convention she was attending.

I apologize for the delay in responding here but when I originally retrieved the complaint I took it to read that it did not require a response from me on your web site.

Review: A reservation was made at this hotel online in early Sept. 2013 for a family reunion. I was told to contact [redacted] who is the sales manager at this establishment to see if they had any available suites. I contacted Ms. [redacted] on Sept. 11th, 2013 and she booked me king suite room for $189 per night and cancelled my previous reservation I made online. At the time the reservation was made, she made no claims of cancellation penalties or otherwise. I was under the understanding that cancellation penalties remained as they were with my previous room I had booked online. I received a call from Ms. [redacted] on June 18th inquiring as to if I was Tracie [redacted]. I told her I was and she asked if I wanted to cancel my upcoming reservation for June 26th, 2014, because she had just received a call from my mother Billie who asked to cancel her reservation due to hospitalization and illness. I informed her at that time, I needed to also cancel because my mother lives with me and she just came home from the hospital the day before and that I needed to help take care of her. She then informed me that she would not waived the cancellation fees on two reservations. She would waive my mothers reservation cancellation fee, but not mine. She said she had to charge me one nights stay because we were suppose to cancel the reservation 14 days in advance in order to not incur a penalty. I told her I was never informed of this, because on the website it says 24 hours before time of arrival. She said that did not apply to the reunion reservations. She proceeded to tell me this was a over $1000 worth of room stay and she could only waive one fee. I questioned her as to why she would need to charge me if my mother was ill and I was helping to take care of her. I informed her I did not cancel on purpose or for no reason, my mother was sick and this was the reason. She was very condescending and showed no compassion. She said they were running a business and needed to charge me the one night stay. I then asked her to move the reservation to a different date, to avoid the cancellation penalty. She moved the reservation to August, because we are planning to visit San Diego at the end of August. She proceeded to move the reservation and then told me she was going to notate in the comments section that if I cancelled the reservation in August, they were to charge me one night stay. I asked her why was this necessary, and she replied because I cancelled the previous reservation. I then called the Hilton Honors program and filed a complaint, because I did not think what she was doing was right. After filing the complaint I received a message on my phone from Ms. [redacted] telling me she would waive the fees as a courtesy and that she was submitting the rate as a regular rate and the rate would move to $199. I then contacted her on June 24th and she was going back and forth with me about how she extended me a courtesy and they are running a business and this is how they make their money. I asked her if she had the date of the original reservation, she told me no. She also said my credit card was declined. I asked her, why she would have tried to run my credit card if my reservation was cancelled for June. She went from one thing to the next, telling lie upon lie as to why she charged the credit card and was going to charge me in August if I didn't show up. I told her I did not sign a contract with her and I did not see any documentation of a 14 day cancellation penalty. She proceeded to tell me that the email she sent would have stated the cancellation penalty of 14 days advance notice. We ended our 20 minute conversation after going back and forth about the policy. I then found the confirmation email she sent me on Sept. 11th , 2013 which stated I had until June 25th in which to cancel the reservation without penalty. I called Ms. [redacted] back and informed her of what the email indicated, she said "ok well I made an error". I told her she needed to remove the comments from the other reservation, and she abruptly told me o.k. maam, goodbye and hung up. I called the hotel back and told the reservation representative at the front desk, I wanted to cancel my reservation for August and asked if the comments were removed. He said he did not see any comments. I informed him I was going to contact the Revdex.com and the Attorney General about Ms. [redacted]'s practices. She lied about various things and when I caught her in the lies, she tried to change the story again. Once I read her the email, she hung up on me. I told her in previous conversation, I would never reserve a room at another Hampton Inn because of her and she told me, oh well a lot of people feel that way. I stated if a lot of people are saying this to her, she need to examine herself and her hotel practices. Ms. [redacted] knew or should have known what date the cancellation date was on. She is an awful manager and should not be representing this company. I have been a Hilton honors member or over 15 years and I have never encountered anyone like her before. I am not sure if she is working on commission and this is why she acted as she did, but her behavior was unacceptable. She also stated she did not work with Hilton Honors. I am sure the owner of the hotel would like to know how she is turning patrons away from the establishment.Desired Settlement: I think Ms. [redacted]'s employer needs to evaluate her and how she deals with customers. She owes me an apology after stressing me out over the reservation when I had not reached the cancellation deadline per the email from her and the fact that she ran my credit card after the reservation was clearly cancelled for June. No where under the reservation, does it state your credit card will be charged one nights stay upon booking. Therefore, she should never have tried to charge my card at this time. She cannot be trusted and I would not have her at my organization with her business practices. She is dishonest and untruthful.

Business

Response:

Hampton Inn San Diego/Del Mar

11920 El Camino Real

San Diego, San Diego 92130

Phone 858-792-5557

Fax 858-792-7263

Dear [redacted] July 8, 2014 My name is [redacted] and I am the Sales Manager at the Hampton Inn San Diego/Del Mar.

I spoke with Ms. [redacted] when she called to book a room for the [redacted]’s Family Reunion. Ms. [redacted] asked if she could get a Suite, although suites were not part of the contracted room block, I extended a discounted rate off the suite anyway.

Later I received a call from her mother asking to cancel her reservation, which I did, without penalty. I could have charged 1 night’s room and tax because her mother’s reservation was already within the 14 day contracted cancellation period. When I looked at all hotel reservations further, I found 2 addition reservations under her mothers’ name and Ms. [redacted]s name and called immediately to clarify the situation, as a courtesy.

Ms. [redacted] then asked to cancel the 2 additional reservations without penalty due to her mother’s ill situation. I then cancelled her mother’s reservation, again, without penalty, and changed Ms. [redacted]’s reservation to August with the verbal agreement that she would be coming in August for the same amount of time.

We feel we went above and beyond to work with Ms. [redacted] to accommodate her the best possible way considering all aspects of the original reservation and associated contract.

In conclusion, Ms. [redacted] was never charged any penalties or anything what so ever for that matter.

We consider this matter to be closed.

Sincerely,

Sales Manager

Hampton Inn San Diego/Del Mar