Hilton Worldwide

your Hilton garden inn in Syracuse NY lied to me about being able to attend a new years eve party for 2015/2016. I called them to make a reservation but all the rooms were sold out which is understandable but then was told as long as I made a reservation with a partner of theres which is the hampton inn then we would still be allowed the attend the party which I found out today 12/30/2015 that was not the case it was a complete lie.

Review: I booked a room for 6/27/14 at this hotel. Checked my credit card statement today (5/16/14) and I was charged for a room for 4/29/14. I was charged because I was a no show but I didn't know that this was the day that was booked. Their website automatically fills in the date that you are online and does not save the date that you are searching for. It switched back to the date of the search and not the date I was looking for. Their website is not user friendly and the user should not have to keep entering the date they want to stay. There is no way that I should have to pay for a room that I did not stay in. I am a frequent customer of the Hampton and they will not even consider this problem. I do not have the money to pay for 2 hotel rooms because I am a teacher in an underprivileged school district and all my money goes towards my students. I still need to pay for the actual date that I am staying in [redacted]. I have never filed a complaint before but this just grinds my gears. The manager at the Hampton was very curt and would not even entertain my problem. He got loud and said there was nothing he could do. I called corporate and they filed a complaint on my behalf. I received a call back and the manager said that they would not be able to refund the money. This is very poor customer service and if they want people to stay at their establishment then they need to work with customers better.Desired Settlement: I would like a refund for the room that I did not stay in or I would like a credit for my future stay.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sun, Jun 1, 2014 at 12:18 PM

Subject: RE: complaint #[redacted].

To: "[email protected]" <[email protected]>

This issue has been resolved with the company. Thank you for taking care of it. There was no other way to contact Revdex.com other than reply to this email. On the complaint it said to send the Revdex.com a message but there was no link to send that message. Hopefully you get this one to know the company has credited my account for my future stay at the Hampton Inn.

Review: This complaint involves the Hilton Garden Inn located at [redacted]. I have ben a loyal Hilton Honor's member for many years and made a reservation for a one night stay commencing March 1, 2013 using 40,000 Hilton Honors points to pay for the room. On the morning I was to arrive, my secretary called me to indicate my wife had called and there was an illness in the family and we would be unable to keep the reservation. I immediately contacted the Hilton, [redacted] to inform them I would not be able to keep the reservation and desired that either my points not be deducted or that I could change the reservation to the following week. At first I did not mention the illness, and just referred to another meeting as the cause for the conflict. The manager ([redacted] - refused to identify himself further) was rude, abrupt, maintained his refusal to accommodate any change and still would have my 40,000 points deducted. I then called to Hilton Honors number and the representative there was very understanding when I told her about my family member's illness which was the reason for the cancellation. The representative stated she would take care of it and placed me on hold. When she returned, she indicated she spoke to the manager ([redacted]) and explained to him about my family member's illness. She stated that he ([redacted]) now questioned the truthfulness of my statement about my family member's illness and indicated he was being uncooperative. She even indicated that she couldn't understand why he ([redacted]) was being difficult about making this accommodation. She asked me to hold and then without me knowing, switched me back to the hotel manager ([redacted]) who was rude, uncaring, and began asking me for medical documentation in a very accusatory and insulting way. When I stated that I thought that this was improper but I would "Do whatever it would take to make [redacted] happy", he began yelling at me saying "Look, you've done your talking, now I'm going to talk and you listen to me". I also asked him if he understood that I was canceling because of a medical issue and if he was still maintaining his refusal to accommodate me; and he ([redacted]) rudely indicated he would not make any exceptions - even this medical emergency. I attempted to contact the hotel's general manager ([redacted]) by phone and left two voicemails which to date have not been returned. After bringing my family member to the doctor (I also called Hilton Honors again that evening while at the doctor's and also obtained medical documentation as proof), I called the Hilton, [redacted] to confirm they were sold out for the evening. It should be noted that earlier that day I explained to the manager ([redacted]) that the hotel would probably sell out ant that he could rebook the room anyway. The manager insisted on maintaining his refusal. The result was that the manager ([redacted]) knew would go unused, was unable to be booked by anyone else, and I wound up losing 40,000 Hilton Honors points. This is extremely poor customer service and other than pursuing my complaint, I will not be conducting any further business with the Hilton brand. As a remedy, I seek the cash value of the 40,000 points so that I can take my business elsewhere.Desired Settlement: The cash value of 40,000 Hilton Honors points so I can take my business elsewhere.

Business

Response:

POINTS HAVE BEEN SUBMITTED AND WILL BE BACK INTO ACCOUNT WITHIN THE NEXT 3-5 BUSINESS DAYS.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: On March 13, 2013, I received a response indicating that my points would be credited within three to five business days. It is now March 21, 2013 and it still has not been done.

Review: I stayed in this hotel January 10-11. I was charging my [redacted] when the hotel had an apparent power interruption which damaged the electronics within the [redacted]. I immediately contacted the manager, **. [redacted]. I was told the hotel would replace or repair the [redacted]. Since, I have contacted various managers ([redacted], [redacted], [redacted] and [redacted]) to resolve this issue but none of them are willing to help.Desired Settlement: I would like the [redacted] replaced.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Sep 9, 2014 at 7:51 PM

Subject: Hilton San Francisco Financial District Complaint ID # [redacted]

To: "[email protected]" <[email protected]>

To Whom It May Concern,

**. [redacted] had opened a complaint some time ago. It was determined that our hotel was and is not responsible for his [redacted] failing to work. We offered to have it sent to be inspected to see if the cause of the [redacted] failure was due to our electrical current/outlet in the hotel. He refused this offer. **. [redacted], then, sent the [redacted] to be inspected and the service tech could not and would not say that the [redacted] failure was due to an electrical surge at our hotel. Because of this, we reminded him again that we are not responsible for this [redacted] failure.

Please let us know if any further notes are needed. We feel that this complaint should be removed as it has no merit. Our hotel always take action to make it right, when we are responsible. In this case, we are not responsible because he cannot provide evidence that we caused the [redacted] failure. We do not even have evidence that it was ever working when he arrived, because our hotel never took possession of the [redacted]. The [redacted] was always in his possession.

Please let me know if any further information is needed.

Kindest regards,

[redacted] I Director of Front Office Operations

HILTON [redacted]