Hilton Worldwide

To: Revdex.com office The issue was handled on 3/2/2016 See the belowAlice M[redacted]3/2/2016 2:28:23 PM [redacted] Mr. [redacted]e spoke with the GM and a refund has been issued by the hotel on 3/2/16 in the amount of $160.55 /// [redacted]

The room type reserved was a non smoking king on line, the reservation was booked 3 hours prior to arrival time. My apologies for the inconvenience. The hotel will refund the...

charge as a gesture of goodwill. I spoke with the General Manager -E[redacted] and the credit will be issued. A[redacted]

Hello,
We apologize for any confusion.  Our records reflect that GA File #[redacted] was created by us on 07-Jul-2015 when we received notification by the Revdex.com.  A note was placed on the file that the Revdex.com had been notified.  The hotel has been in contact with the guest and explained...

that the reservation required an advance deposit and the card on file was declined.  The hotel could have canceled the reservation; however, they did not.  Although they went ahead and held a room, the room type and pre-selected items were no longer in the system or guaranteed.  The hotel provided guest with a 50% refund off the first night's room and tax due to the cleanliness and maintenance concerns.  This matter is resolved.
Best regards,
[redacted]

[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:
Date: Thu, Dec 1, 2016 at 10:51 AMSubject: Rejecting of letterTo: "[redacted]" <[redacted]>I am rejecting the letter due to the fact that Mr. R[redacted]/Supervisor at Hilton Customer Dept. offered a 5 free stay at any Hilton Hotels. Mr. R[redacted] asked me what would satisfy me for my inconvenience. Offering me three choices, a check, 10,000 points or what, so I replied that I would like  a 5 day ??free stay. He referred me to another 800 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,
[redacted]

[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.  Below is my address that was requested to send the gift certificate to.  We would like to know, if due to emergency or weather in December, we had to cancel our reservation, would we be able to use this certificate in the near future?[redacted] DriveLodi, WI 53555
Regards,
[redacted]

[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:
Hilton continues to promote their branded hotels, and I
booked my stay on the Hilton website, and all communication was via Hilton
corporate. The implication was that I was staying at a Hilton hotel, not a [redacted] hotel. Any reasonable person would assume that there is an implied
contract whereby Hilton would assume some responsibility in the event that
their franchisee does not carry sufficient insurance.
If Hilton Worldwide has not authority to intervene in these
matters I have to ask why, and then why should I have any loyalty to Hilton
brands, when the reality is that they’re not actually Hilton hotels, but are
individual hotels using a common booking software.
At a minimum, and as a Diamond member I expect that Hilton
would take an active role in ensuring that a loyal guest would be taken care
of. That Hilton does not, and utterly refuses to be helpful in any way, is
beyond maddening and needs to be made known so that others do not believe the
marketing untruths related to Hilton’s “customer service” such as it is not.
Until Hilton takes and active role in resolving this I
cannot accept their flippant responses as a way to resolve my complaint.
Regards,
[redacted]

Dear Mr. [redacted],
 
Thanks for your response, it is a pleasure to assist you.  I am showing that a total of 85,000 points have been deposited into your account. My colleague made a final offer to redound one more night in the amount of $ 405.97.  This is the final offer, there will be no more offers of compensation.
 
Kindest regards,
 
Valerie S[redacted]
File #[redacted]

[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: 10674001
I am rejecting this...

response because: The representative offered a free night's stay but I informed her that I will only accept a refund for the night spent. I provided her with a receipt for the transaction in question. I have yet to receive a refund as promised. I am waiting on confirmation/receipt that refund has and will be mailed. 
Regards,

Dear Ms. [redacted]I am in receipt of your email that you sent to the Revdex.com which was forwarded to the Executive Office of Hilton Worldwide. My name is Anne Marie T[redacted] and I must apologize for any inconvenience caused. However please note that in these matters I have documented your...

concerns to the hotel and forwarded a file #[redacted] so that they can respond directly to you in order to resolve this matter. I see that since I opened this file that Joe Proscia has responded to you and the matter has been resolved to your satisfaction  as indicated on the file.At this juncture, I would consider the matter closed based on the correspondence on the complaint file.Many thanks and thanks for your consideration.Respectfully,Anne Marie T[redacted]Executive Escalations

[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:...

10674001
I am rejecting this response because: The representative offered a free night's stay but I informed her that I will only accept a refund for the night spent. I provided her with a receipt for the transaction in question. I have yet to receive a refund as promised. I am waiting on confirmation/receipt that refund has and will be mailed. 
Regards,

[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.]
Better Business...

Bureau:
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]

Reaching out to Management for a reply and resolution Alice M[redacted]

[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 actually receive the automatically response from this department, but I still hope you could remind them, as a loyal Diamond guest of Hilton, I hope you could offer me an oppotunity to stay with you, I hope you could reopen my account as soon as possible.
Regards,
[redacted]

Hello Ms. [redacted],
I am sorry for the issues that you were experiencing at the Home2Suites by Hilton Atlanta Downtown. I called the hotel and was advised by David V[redacted],...

Director of Sales & Marketing for the hotel, that they addressed your concern on 11/18/16, while you were still at the hotel and they corrected the over charge error for you.I am sorry that you had the billing concern, but the hotel has addressed and assisted you on the concern. If there are any other issues that need addressed, please feel free to contact us at [redacted]
 
Best Regards
Larry M[redacted],
Executive Customer Relations

Sent the guest an email and involve the hotelAlice M[redacted].

Below is a copy of the email I sent to the General Manager, which has gone unanswered. I think this letter speaks of my experience at this particular establishment.
Hello Paul,
I am writing with regards to our experience at your hotel last night, and please rest assured that a copy of this email will also be sent to Hilton Corporate Offices as well as the Revdex.com. I will basically not stop until your "Supervisor On Call", Henry, has been properly reprimanded for his disgusting display of vulgarity.
First of all, my colleagues and I have never been treated the way we did at your establishment. We are professional people, who expect professionalism from others. When the words "F[redacted] off" were uttered to one of my colleagues, I was not only baffled at the lack of professionalism from someone considered "management", but his blatant disregard for how people should be treated. His actions went beyond unprofessional at that point, but was akin to something you would experience at a street fight.
I not only want Henry reprimanded, I want him fired from your establishment. People representing a company should never utter obscenities to their customers; and call me old fashioned, but a lady should never be spoken to in that manner, especially one who is two months pregnant. I had to ensure that my pregnant colleague was calm enough to be able to drive in the snow back home to Worcester instead of being able to sleep in a hotel room after a long business dinner.
I will be following up to ensure that Henry is no longer employed by your company. To have someone who tells their customers to "f[redacted] off" should not be working in customer service, let alone have a management role. They should not be the face representing Hilton.
Thank you for your time, and I would appreciate your feedback.
Best regards,
Jeanne Reyes

Hello,Please accept our sincere apologies for the inconvenience due to your experience during your stay, and due to the lack of follow-up while attempting to submit your concerns.  So that we may create a file to ensure your concerns are addressed, may we please ask for the full name and...

location of the hotel in which you stayed, the full name on the reservation, and the confirmation number (if known)?We look forward to your response.Thank you.

December 3rd, 2014Dear Revdex.com,Thank you for submitting Complaint ID: [redacted] regarding [redacted]'s hotel reservation. Please note that [redacted] arrived to the hotel the following day 11-5-14 and the hotel accommodated her as part of the in house group she was...

attending a conference with. We have reached out to [redacted] to ensure she was completely satisfied with her accommodations.Thank you,
Wesley C
Front Office Director

Hello Mrs. [redacted],
 
I am responding on behalf of the Hilton Executive Office on your Revdex.com Claim. I apologize for any misunderstanding of the Promotion for the Hilton Grand Vacations. As the laws for ownership properties is different than those for...

hotels. All promotions, bookings , that are a part of ownership promotions must be handled by that division. 
I have taken the information from this Revdex.com file and placed it into a formal complaint file # [redacted], and sent it to my counterpart in that division. So that he can investigate the concern, he will contact you directly to assist you. I apologize that I am not able to access their system.
Best Regards
Larry M[redacted]
Executive Customer Relations.

Thank you for alerting us of the billing issues that occurred and the service from the hotel when trying to address the issue. I have directed your comments and concerns to the General Manager, Kevin S[redacted], so that he may investigate and respond appropriately. I have generated file number...

[redacted] to keep a record of the issues and communication. Please allow 2-3 business days for a response to be received from the hotel management.
Best Regards,
Adrian *. H[redacted]
File#[redacted]