Hilton Worldwide

I stayed at the Capital Hilton on November 19-20 and had one of the worst customer service experiences I have had in many years. When I arrived at the hotel, I provided my credit card for incidentals. However, some friends who were staying with me arrived separately and parked a car with the valet. They provided an additional credit card for the $56 valet parking charge to the front desk, but that parking charge somehow got charged to my card as well as their card. Additionally, after leaving the hotel, I received approximately $20 more in charges which I could not explain. I understand that there can sometimes be billing issues with multiple credit cards, but my issue is with how Hilton chose to resolve the situation. When I arrived home after my travels and discovered these charges, I first attempted to resolve the situation by contacting the hotel directly. I called the main number and first tried dialing the extension for resolving billing issues, but received a voicemail so I left a message. I also tried dialing the other extensions in an attempt to get through to an actual person, but every time I ended up speaking to someone who would simply tell me that it was not their department and that they would have to transfer me. I even got one employee who laughed and hung up on me. I left approximately 5 voicemails at the hotel over the course of two weeks and not a single one of them was returned. I also tried e-mailing the hotel, and never received a response that way either. After two weeks, I became frustrated with trying to contact the hotel so I called the main Hilton corporate number. I would like to note that I spoke with a woman named Darlisa who was very polite and helpful, unlike any of the other Hilton representatives I dealt with throughout this entire experience. She informed me that the $20 unexplained charge on my card was for a movie that was supposedly watched in my hotel room, but she was unable to provide me with a title of the movie, when it was purchased, or any other details about this charge. I told her that I would like to dispute that charge, and I needed to be refunded $56 for the parking that was double charged to two cards. She informed me that she would have to begin an investigation with the hotel which would take 72 business hours. Several days later, I received an e-mail stating that I would be getting a refund from the hotel within 7 business days. After another couple days, I did receive a refund for approximately $22, but this was only the cost of the movie that was charged incorrectly and did not include the $56 for parking. I called the corporate number back and talked to someone else who was attempting to contact the hotel directly and accidentally transferred me to a woman at the hotel by the name of Debbie Gordon, who was incredibly rude and did not seem to want to help me resolve the situation at all. One of the quotes I remember her saying very clearly during our conversation was "That is fine sir, you can have your money back, it's not like it is going to break us." I assume that this is not how Hilton trains its customer service representatives to speak to their customers. When I told her that I had been trying to get these charges corrected for almost a month, she suggested that it was my fault for not calling the hotel directly to begin with (which is exactly what I did for two weeks with no response). However, at the end of our conversation, she assured me that I would receive an additional credit for the cost of the parking. Several days later, I did in fact receive the credit, but it was on December 16, almost one month to the day after I actually stayed at the hotel. This is an absolutely ridiculous timeframe to refund a customer money for an error that was made on your end. I understand credit card refunds can sometimes take time to process, but a month is completely out of the question, especially considering how long my voicemails and e-mails went unanswered at the hotel. I would appreciate some type of comment or response from Hilton regarding this situation. As it stands, I will do everything in my power to avoid staying at another Hilton or affiliated hotel in the future.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello,We have alerted the Brooklyn Hilton of your concerns.  You will be contacted within the next 24 business hours.  GA file [redacted]Regards,Executive Customer Relations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:my confirmation #s were [redacted] and [redacted] for 12/16/17.
Regards,
[redacted]

Hello Mr. [redacted],
Thank you for your email regarding your experience at one of our Embassy suites on 11/4/16.  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 ReservationI If you can send this data to [redacted], I will work on it as soon as I received the email.
Larry M[redacted]
Executive Customer Relation

Reaching out to the hotel's management team for a response to the guest.    The hotel will respond within the next 72 business hours.
Alice M[redacted]

Guest Assistance File Number: [redacted]We consider this matter closed.  Guest was issued a free night cert.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I would like my credit card refunded $20 for parking and a reissue of my Be My Guest Certificate so I can enjoy my stay at an establishment that respects me as a customer. I only received this emaik - never was contacted. Hilton Guest Assistance file [redacted]Hi [redacted],Recently you contacted Hilton with your comments regarding your stay at the Buffalo, NY.We're happy to see that we have been in touch with you and resolved your concerns.Thanks for your ongoing loyalty and understanding. If you have any questions, please simply reply to this email for my further assistance.Happy travels,[redacted]Regards,[redacted]

Email was sent to the guest regarding the matter. A[redacted]GA File # [redacted]

Dear [redacted]
 

size="3"> I am in receipt of your email that was sent to the Office Of Hilton Worldwide through the Revdex.com regarding your request to cancel your upcoming non-refundable confirmation# [redacted].
 
I do apologize to you for any inconvenience, please note that I am unable to cancel this reservation due to the hotel’s policy. We are unable to over-ride the protocol set out for non –refundable reservations. However, if you have documentation from a hospital regarding your daughter’s illness, please forward to the hotel.
 
I hope your daughter is doing better and as I stated at Hilton Worldwide, we do not over-ride the hotel’s policy.
 
Many thanks.
 
Sincerely,
 
Anne [redacted]
 
Hilton Worldwide File # [redacted]

File  # 14682419 shows 30,000 points were credited and a check in the amount of $179.67
 
Thank you
Alice M

Guest agreed to a one night refund on 7/25.  We are unable to process a full refund for this issue.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint:...

[redacted]I am rejecting this response because: I rec’v no offer letter or formal letter RE my stay at Embassy Suites [redacted], IL [redacted].  I have been asked if I accept/decline the resolution but I do not know what the resolution is.
 Regards,[redacted]

I will reach out to the guest.
 
Alice

Dear Ms. [redacted],   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 applied. In addition 10,000 HHonors points have been added to your account on 10/29/2016. The hotel has agreed to the above compensation and there is documentation of this. If you have any further documentation showing otherwise please send this information to [redacted] and we will further review. Without this documentation of the offer for 5 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 # [redacted]

Dear [redacted]   I am in receipt of your email that was sent to the Office Of Hilton Worldwide through the Revdex.com regarding your request to cancel your upcoming non-refundable confirmation# [redacted].   I do apologize to you for any inconvenience, please note that...

I am unable to cancel this reservation due to the hotel’s policy. We are unable to over-ride the protocol set out for non –refundable reservations. However, if you have documentation from a hospital regarding your daughter’s illness, please forward to the hotel.   I hope your daughter is doing better and as I stated at Hilton Worldwide, we do not over-ride the hotel’s policy.   Many thanks.   Sincerely,   Anne [redacted]
  Hilton Worldwide File # [redacted]

Guest Assistance File Number: [redacted]We consider this matter resolved.  The guest was given one free night?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: As I have explained multiple times to multiple representatives at Hilton- I was guaranteed enough addition of points to my account to move me to a Gold Status for taking part in the promotion.
Regards,
[redacted]

I have received a response from the Hilton claiming they would send me a complimentary stay but have yet to receive it. I assume they will send it soon. Thank you.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Dear Ms. [redacted],   I deeply regret to hear that this is the reason for the hold up regarding a resolution. It has come to the attention of the Executive Office that the hotel representative monitoring this case is no longer an...

employee at this hotel. This very well may be the reason the insurance provider has not received the necessary response needed. I have contacted the hotel’s Assistant General Manager Brian E[redacted] and advised him of the response received by you from the insurance provider. I have requested for the hotel to contact their insurance provider and resolve any held up concerns, in order for a resolution to be determined by the insurance company.   Once this is completed you will receive an update from the insurance provider.   Best Regards, April Executive Customer Relations GA File # [redacted]