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]

Complaint: [redacted]
I am rejecting this response because the response given is still not accurate.  First, the credit card number (AMEX) in my account was/is accurate as evidence by several other Hilton trips that I have recently made during my Permanent Change of Station process.  Second, when confirming the online check-in e-mail request, the Hilton system asked for my credit card number again, which I provided.  So, even if my credit card information within my HHonors account was having difficulty, the online check-in process is built to handle this contingency.  Third, and finally, the hotel is missing the most important point in that I called right away to confirm my reservation with the hotel directly. I talked to an associate who personally confirmed my room on the 16th floor, took my credit card information (again), and apologized for the online check-in process not working properly.
Therefore, my issue remains that Hilton continues to not take responsibility for simply not holding the room that I confirmed.  It's really that simple.  Hilton continues to obfuscate responsibility with an erroneous response about my credit card, when their system accounts for problems associated with the HHonors account information.
Hilton needs to do more research before they answer complaints of a technical nature.
Regards,
[redacted] PE, DM
Rear Admiral  USN

Hilton Worldwide Guest Assistance Number: [redacted].  Guest Assistance has issued a refund for one night.  Please allow 10 business days to receive.  Thank you.

The issue has been resolved by the General Manager of the hotel.The guest used the room and as a a gesture of goodwill; he credited her account 50% of her stay. The guest used the shower and the bed was messed up. According to the General Manager she was happy. I sent the guest an email as...

well
 
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: A solution has not been agreed upon. I am happy to hear that this matter is being investigated though. 
Regards,
[redacted]

All hotels are sold out in the area.  When a hotel is sold out, we find the next closet hotel.  In this case, the closest hotel was in Exeter.  Now, Exeter is sold out and all hotels within a 50 mile radius are sold out as well.  Unfortunately, we are unable to assist with the...

reservation request as we are now sold out.  We apologize for any inconveniences received.

Dear Mr. [redacted]Thank you for contacting us at the Hilton Executive Office, v** the Revdex.com, regarding your wife's jacket.I am terribly sorry to learn that your wife forgot to retrieve her jacket when departing the hotel, as well as the service concerns you have...

subsequently reported. After a thorough investigation, I have found that there have been many contacts to our offices regarding your experience with the [redacted]. Additionally, this is the second Revdex.com complaint we have received in relation to this same stay. My research has also found that you redeemed a total of 30,000 HHonors points for the one-night stay. Due to the many contacts with the hotel and our offices, as well as the Revdex.com, you have received a total of 60,000 HHonors points in compensation for your concerns, which equates to 200% recompense. It is our hope that you can apprec**te that our hotels are not expected to incur the cost of shipping an item that a guest has left behind at their property. It is standard procedure for a hotel to request that the guest provide a means of payment to cover the shipping cost. Although we have previously reached out to the hotel to advise that you have requested that they make an exception to their policy, I have reached out one more time today on your behalf. While it is not standard policy, and the compensation you have already received well out-weighs the cost you would incur to have the item shipped to you, the hotel's General Manager, M[redacted] as graciously agreed to ship the jacket to you and charge the cost to her hotel. M[redacted] will place the jacket in the mail tomorrow using the [redacted] Flat Rate Shipping option. It is our sincere hope that you can understand that we consider this matter closed.Mr. [redacted] we realize that every guest has a choice when traveling and we thank you for making the Hilton Portfolio of Brands your choice. Best regards,M** Executive Customer RelationsGA File #1[redacted]

Embassy Suites Birmingham Hoover
Stayed at the embassy suites Birmingham Hoover location October 2015. The front office staff was extremely nice! Very professional! The front office manager Shamika was very respectful and nice! So was Kendall and Donella! HOWEVER...THE HOUSEKEEPING DEPARTMENT IS VERY RUDE VERY UNPROFESSIONAL AND VERY UNSANITARY!!!!!! The housekeeping supervisor (Dark skinned complexion with the black uniform shirt) very loud in tone was with an older woman and a housekeeper with bright red hair (which is very unprofessional) was standing in the hallway by the elevators gossiping for about 2 hours about other workers. I stood at the door and overheard the horrible things said. I walked out of my room to get on the elevator and the housekeeping supervisor as described above spoke to me with a very fake smile and when I got onto the elevator before the door could even shut she said out of her unprofessional mean mouth "THAT"S AN UGLY WHITE [redacted]" I exited the elevator and said "EXCUSE ME"??? May I ask who's your manager she then stated I'm the executive assistant/supervisor then asked if she could help me. If thats the type of person they have running that department then it's no wonder MY SHEETS WEREN'T CHANGED BED WASN"T MADE TRASH WASN'T REMOVED BUT THE TIP I LEFT THE FIRST NIGHT OF MY STAY WAS TAKEN BUT NO SERVICE WAS GIVEN!!!!! I will say the young gentleman that fixed my omelet was very nice!

Hello Mrs. [redacted]
We are terribly sorry to learn that you have yet to be contacted by the hotel's Management Team regarding your concerns. As our office received notice from the Revdex.com that the matter was resolved, the file was closed, which led the hotel to believe no action was required. I have reopened the file and emailed the hotel, including the General Manager, requesting that you be contacted within 24 hours. We greatly appreciate your patience and understanding.
Best regards,
[redacted]
GA File #[redacted]

Check was processed on 7/14/14

I have shared with the General Manager for a reply to our team and the guest, I will reach out to the guest.Alice M[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. 
Regards,
[redacted]

I have forward to   [redacted] for a  reply to the guest
Alice M[redacted]

July 27, 2016 I attempted to contact the front desk associate via telephone. Unfortunately, after 6 unsuccessful attempts I could not reach an associate. I contacted the headquarters and they could not reach an individual. It is 2 am and no one is at their post to receive customers which is unacceptable and unprofessional. It is important to note that after my 4th call to the headquarters a successful attempt to contact the front desk associate was made. After explaining my issue the lady informed me she couldn't help me and disconnected our telephone call by forwarding me to an answering service stating they were closed. The issue is not resolved and I'm disappointed with the service.

Dear [redacted],We apologize for any inconvenience or disappointment you have experienced when booking through our mobile app and website. When a hotel has a rate change in effect during the dates for which a guest is inquiring, the initial rate that is displayed is the rate that is effective on...

the date of check in. Next to the rate will be an asterisk, as you indicated. At this point in the process, there is a note that advises "* = Rate change during stay". The name of the rate listed will be highlighted in blue as a hyperlink. You may click on the link and view the rates that apply to each date. On step 4 of the booking process, there is a Reservation Summary, which provides the number of nights each rate applies with the totals. Below this information is the final total. This information is provided prior to confirming the reservation.
The hotel's guarantee and cancellation process is provided on step 4 of the online booking process prior to confirming a reservation.
Please be assured that it is not our intention to mislead our guests and we are very sorry for any challenges you have faced.
To ensure we are able to provide your feedback to our technical team regarding your concerns with our mobile app, may we please ask that you advise which app and version you are utilizing, as well as the type and version of your phone?
We look forward to your response.Best regards,GA File #[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. 
Regards,
B[redacted]

The insurance company has already spoken with the guest regarding the Bed Bugs, they offered $75 for damages  the guest was not charged for his night's stay. No response after the insurance company has been involved.
 
Alice M[redacted]

Hello,
Guest has been contacted and the complaint has been forwarded to the hotel for handling.  Please allow 24 hours for contact by the hotel.
GA File #[redacted]
Thank you.

My husband, grand-daughter and I stayed at the Hilton Gardens Hotel in Dubuque Iowa, we have stayed here many times with no problems. This time we requested a non smoking room which we received. After we got home I was billed $50 to my credit card I called the hotel and was told it was for smoking in a non smoking room....We do not smoke, no one visited us and there was no smoking done in this room by us. Was told he would refund the money but we are now banned from this hotel......Please beware....

[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]