Hilton Worldwide

[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]

Dear Ms. [redacted],
Thank you for your email which I have received through the Revdex.com. I must apologize to you for any inconvenience you encountered during the time of check in. The hotel check in time is 3pm and as noted by the General Manager there was an early check-in...

request by [redacted] for 5am. This request is never guaranteed by the hotel and the third party agencies are all aware of the Hilton hotel's check in policy. This matter will be forwarded to the General Manager to respond and resolve this matter. The timeline given for a response to you is 24 hours.
Many thanks
File #[redacted]
Anne [redacted]

My issue is not with the third party booking. My issue is with your hotel advertising at one price and then charging me an additional 50% of whatvI already paid just to park. I expected to pay for parking but not anywhere near the qmount your hotel is charging. My stay will be at the [redacted] from June 30-July6.
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hilton Guest Assistance file Number:  [redacted]We will issue $250 refund as a one time exception.  Please allow 7-10 business days for check to be received.

[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 had questions that I would like the Organization to respond to and they have not. I appreciate the call and will accept the call and have clear out my messages so I can return the phone call. Answering my questions via email would be helpful. I would like your thoughts about your practice not to contact our customer when you decide to walk them. How do you make the decision to walk a customer. If I had not made it to my reservations you would have charged me as your policy states, it appears that you would also charge the person in the room meaning you would get double payment for the one night. If that is not your practice, how do you inform the customer and who do you report this information to.
Regards,
[redacted]

From: Kristen H[redacted] <Kristen.H[redacted]>Date: Fri, Mar 6, 2015 at 5:25 PMSubject: FW: Revdex.com -[redacted]To: "[redacted])" <[redacted]>Cc: Kristen H[redacted] <Kristen.H[redacted]>Hello [redacted]-We consider...

this matter resolved.  Please update the file with the following. “Per Guest Assistance file [redacted] we consider this matter resolved.  Hotel released the funds back to [redacted] on 7/5/14.  With this, [redacted] will need to credit the guest’s account back, if they have not done so already”. Thanks!Kristen

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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]

Dear [redacted],
Thank you for taking the time to contact us regarding your Best Price Guarantee claim for your upcoming stay at the. Upon reviewing the file created for this claim, we note that the Best Price team has explained that we do not accept multiple third party websites for the same...

reservation. We sincerely apologize for the inconvenience this policy has caused you, however we are unable to reverse the decision to decline this claim.
Regarding your being told that you can cancel your reservation and rebook, I do note that this reservation was an Advance Purchase, which are non-modifiable and non-cancelable. We do extend a 24 hour period during which you may make changes. We apologize that you were unable to reach this department, despite having made multiple attempts.
In recognition of the fact that you were unable to reach our Advance Purchase department to do so and for the time you have spent on this matter, we would like to offer a $25 Hilton Worldwide gift card, which can be used at any Hilton property, worldwide. Please be advised that this gift card cannot be used toward the Doubletree Hotel New York City - Chelsea, NY stay, as this stay has already been paid for by yourself. If received in time, however, it may be used toward incidentals charged to your room, if you would like to do so.
Please verify your current mailing address so that we may begin processing the gift card.
Thank you for the opportunity to be of assistance and we look forward to hearing back from you soon.

[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]

11/16/2016 3:58:29 PM [redacted] Escalated call from: [redacted] - Guest called back stating she was offered 5 BMG's and she want what she was offered. According to this file. Guest requested 5 free nights and their is no record of an offer to give her 5 BMG's. Guest stayed one night and was...

given 10,000 points plus 50% discount on her one night stay. Guest has been advised NO FURTHER COMPENSATION WILL BE GIVEN FOR THIS STAY...... /// CHAN [Chanel E[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]you can pay my medical bill and pain and suffering I have not even been offered anything and no cally j[redacted] has not been in contact with me but she did see the bug. bites all over me in the am and said for me to bring her my medical bills so I guess we will go to court if there is no offer from the hotel
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

The points have been refunded for one night in the amount of 10,000 as the guest has already been refunded for the first night of the reservation.

Hi [redacted],
 
font-family: arial, sans-serif;">This is the address on the card [redacted]Il [redacted] ###-###-####. And it happened October 17,2013
Sent from my [redacted]

Good Day,
I am very sorry of the treatment received when attempting to speak with a member of management at the hotel.  I have opened Guest Assistance file number [redacted] to the hotel management , please allow up to 3 business days for a response directly from the hotel management team. ...


Best Regards,
Adrian K. H[redacted]

Hello Mr. [redacted]   I am writing to follow up on your recent Revdex.com complaint regarding your recent Best Rate Guarantee claim.  I have included our most recent response below as I believe it explains clearly why we are unable to honor your claim.  I would also note...

that your reservation was confirmed at 10pm on the night of your arrival.  Our terms and conditions states that claims must be submitted at least 24 hours prior to your arrival.  For the reasons we have stated, we are unable to approve your claim.  I apologize for any inconvenience.   Best regards,    James R[redacted]
[redacted]
[redacted]
 

 
[redacted]
[redacted]
 
[redacted]
  8/2/2016 6:58:49 PM [redacted] Dear Mr. [redacted]
Thank you for taking the time to contact us regarding your concerns. Please accept our sincerest apologies for the frustration you may have experienced regarding the Best Price Guarantee. Regrettably, we are unable to make outbound calls from our department. Please be aware that we are unable to honor a verbal promise/rate verification made by other persons regarding the Best Price Guarantee. Our department is the only one that can review and approve/deny claims submitted through the Best Price Guarantee form, as well as provide up-to-date information regarding the program. In relation to this, I regret to inform that we are unable to review specific calls because we do not have access to telephone logs. Additionally, you indicated in your claim that you saw the lower rate via [redacted].com, not the actual site offering the lower rate. Please be aware that rates indicated in this manner may not apply to your room type, or they may carry additional and/or more stringent terms and conditions; this is especially true with rates as low as the one you indicated. You need to go to the website itself to gain more information regarding the lower rate; even more importantly, we are unable to accept a claim that does not have this basic information. I regret to inform that we are still unable to honor your Best Price Guarantee claim due to the incomplete information regarding your claim. You indicated in your initial claim that you had a screenshot of the rate; if so, please attach it to this email and reply. The image must show the final booking screen and contain the hotel name, dates of stay, room type, room rate, and cancellation policy in order to adequately compare them against your reservation. We encourage all of our guests to go to the Best Price Guarantee page which shows the terms and conditions in full (if you have not already done so): [redacted]
Following the terms and conditions in regards to your claim will greatly increase your chances of approval. Once again, I am truly sorry for the difficulty you experienced during this process and we hope you grant us the opportunity to serve your future travel needs. Best Regards, [redacted]
[redacted]  
[redacted]

Please provide us with the specific hotel in [redacted] and the registered name on the room

It is a classic bait and switch.  I spoke to a customer service representative over the phone from your hotel that made promises.  I assume she knew about hotel availability.  She promised a hotel room with wet bar for the price paid, and I ended up with a inferior product.  Moreover, she failed to send me an email confirmation within 24 hours.  It would appear your hotel tried to cover up the fact that they sold me something that clearly wasn't available.   Your hotel should train its staff to be more professional, and certainly build lasting relationships with customers.  Please make this remedy this business relationship.
[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:
Regards,
[redacted]

Just waiting to hear back.
[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:
Regards,
[redacted]

Hello [redacted],   Thank you for speaking with me today, and for your explanation of the events.  I was glad to hear that the authorization hold had be removed from your credit card. I apologize that it took so long to process. I will update the case # [redacted] from the Better...

Business Bureau, advising them that the authorization hold from the Hilton Garden Inn West Palm Beach Airport, FL. Has processed.    I have updated the formal complaint file, with your comments on the staff and I have forwarded it to the Brand and hotel management teams for internal review. I am terribly sorry for any disappointment and inconvenience this experience has caused you. Thank you for your time, and your continued loyalty. Best Regards Larry M[redacted] Executive Customer Relations GA file # [redacted]

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