Hilton Worldwide

My involvement with Hilton Hotels has quite possibly been one of the worst customer service experiences in my lifeMy husband and I booked a one-night hotel stay at the Hilton Garden Inn in Florence ItalyAfter booking our stay, we found another hotel that was more centrally located in the city so I called and cancelled our stayAs we were travelling to multiple cities in Europe, my email inbox was filled with hotel and flight confirmations so I neglected to search for an email confirmation of my hotel cancellation following the callUpon the return from my trip, I was notified by my bank that I was charged $euros for my Hilton stay, even though I had called and cancelled it well in advanceThis was also curious because I had booked our room using our Hilton Honors points, so we shouldn’t have been charged for our room at allI called and was connected to a customer service representative named Joyce W [redacted] She called the hotel manager of the Garden Inn in Florence and we all spoke on the phone togetherHe then explained that the hotel did not have any documentation of my cancellation and that they will not accept my Hilton Honors points as this stay counted as a “no-show,” which their policy states that they must charge the occupant the full $eurosAs I DID take the time to cancel my reservation over the phone, I was frustrated that they were pushing backIsn’t it the businesses responsibility to document these occurrences? After a while, they both decided that the hotel will refund half of the cost and Joyce W***, on the other end, will refund the other halfI distinctly remember this as she was confused on the exchange rate and I had to sit there and listen to her asking how much it will be on her end…In any case, Joyce then asked me to send her a screen shot of the hotel charge in my banking statementI sent it to her via email later that dayA few days later, I get an email from Hilton Guest Correspondence and they said that I will still be charged the $euros and that my hotel points will be credited back to meI emailed back and said that the situation has been handled and that I had spoke to Joyce and sent her the screenshot she had requestedI get a response saying that there is no documentation of our arrangement and that I will still be charged the no-show rate of $euros, unless I can show some proof of our arrangementShould that be the responsibility of the customer? Should I always record my phone calls and force their employees to send me confirmations following our conversations? Apparently with Hilton, this is a mustI am beyond frustratedThey have been an absolute nightmare to deal with and are extremely inefficientI will never stay in a Hilton hotel, or affiliate, ever again

Hello, GA file [redacted] has been created for the guest The hotel will reach out within the next hours with resolution Thank you for your patienceRegards,Executive Customer Relations

Dear Ms [redacted] , I deeply regret to hear that this is the reason for the hold up regarding a resolutionIt has come to the attention of the Executive Office that the hotel representative monitoring this case is no longer an employee at this hotelThis very well may be the reason the insurance provider has not received the necessary response neededI have contacted the hotel’s Assistant General Manager Brian E [redacted] and advised him of the response received by you from the insurance providerI 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]

Please provide us with the exact city, state, and hotel in order to proceed Revdex.com- please send original complaint back over once information has been received

Dear Mrs [redacted] I am in receipt of your email form the Revdex.com to Hilton WorldwideI am sorry for any inconvenienceMrs [redacted] in order for me to assist you further I would need the confirmation number of your husband's reservation or the date/hotel/city/state where he stayedOnce I receive this information I would be happy to assist you furtherMany thanks, [redacted]

Check was processed on 7/14/

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

July 27, I attempted to contact the front desk associate via telephoneUnfortunately, after unsuccessful attempts I could not reach an associateI contacted the headquarters and they could not reach an individualIt is 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 madeAfter 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 closedThe issue is not resolved and I'm disappointed with the service

I reached out to the guest via-email for more informationI was unable to locate by his email address and he only shared [redacted] .Alice M [redacted]

Hello, The guest contacted our Guest Assistance Department under GA file number [redacted] All claims are being referred to the hotels insurance company for handling as will cannot intervene on a situation regarding loss/damage of personal property We cannot override the decision of the hotel insurance company if they have denied a claim I did try to reach the property, but they are still not operating and requested that we do not leave voicemails as they are limited in accessing them They provided an email address of [redacted] The guest will need to follwith the hotels insurance company or the hotel regarding his claim Thanks, Adrian *H***

Hello, We apologize for the misinformation and inconvenience this has causedStays booked through a third party are ineligible for HHonors creditThe guest was provided 3,points on 1/5/regarding this matterAs a one-time exception, we have posted an additional 8,to provide a total of 11,points towards the stayThis would be the equivalent of the Base Points the guest would have earned if the stay were eligibleFor future reference, you may verify this as well as other policies specific to eligible rates on-line by accessing the following link: http://hhonors3.hilton.com/en/terms/index.html#accrual_of_pointsBest regards, M [redacted] GA File # [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: Date: Thu, Dec 1, at 10:AMSubject: Rejecting of letterTo: " [redacted] " < [redacted] >I am rejecting the letter due to the fact that MrR***/Supervisor at Hilton Customer Deptoffered a free stay at any Hilton HotelsMrR [redacted] asked me what would satisfy me for my inconvenienceOffering me three choices, a check, 10,points or what, so I replied that I would like a day ??free stayHe referred me to another 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]

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

I sent the guest an apology emailI requested more information as wellWaiting to hear back from the guest Alice M [redacted]

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

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]

The guest received points in July - no additional compensation will be rewarded

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: there has been no resolution yetThe agent only asked for the address to the establishmentOnce a resolution is discussed we will close the complaint Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 bugbites 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]