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Hilton Worldwide

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Phone: (703) 847-5000 View Additional Phone Numbers 7930 Jones Branch Drive (HQ)  Park Plaza II Ste 1100, Mclean, VA 22102 View Additional Email Addresses http://www.hiltonworldwide.com View Additional Web Addresses ! BBB Business Review on Hilton Worldwide is being Updated by BBB!

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Description

This company is a full service hotel..

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating at this time because BBB file information is being reviewed and/or updated.



Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1100 Arch Street

    Philadelphia, PA 19107

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    114 S 8th St

    Stroudsburg, PA 18360

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    1250 22nd Street Nw

    Washington, DC 20037

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    1300 Jefferson Davis Highway

    Arlington, VA 22202

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    13869 Park Center Rd

    Herndon, VA 20171

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    1776 Benjamin Franklin Parkway

    Philadelphia, PA 19103

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    1800 Papermill Rd

    Wyomissing, PA 19610

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    1900 Diagoal Road

    Alexandria, VA 22314

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    20260 Goldenrod Ln

    Germantown, MD 20876

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    2050 Chenualt Dive

    Carrollton, TX 75006

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    230 Sycamore Road

    Breinigsville, PA 18031

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    242 Highland Park Blvd

    Wilkes Barre , PA 18702 (570) 820-8595

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    251 WEST DeKALB PIKE

    KING OF PRUSSIA, PA 19406

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    3950 Fair Ridge Road

    Fairfax, VA 22033

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    4300 Military Road, N.W.The Chevy Chase Pavilion

    Washington, DC 20015

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    530 West Pennsylvania Avenue

    Fort Washington, PA 19034

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    6780 Southwest Freeway

    Houston, TX 77074

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    749 E Chocolate Ave

    Hershey, PA 17033

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    755 Crossover Lane, Bldg A-2(Memphis Operations Center)

    Memphis, TN 38117

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    7930 Jones Branch Drive (HQ)Park Plaza II Ste 1100

    Mclean, VA 22102 (703) 847-5000

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    7930 Jones Branch Drive , Suite 1100

    McLean, VA 22102

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    8120 Wisconsin Ave

    Bethesda, MD 20814 (301) 652-2000

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    815 14th Street N.W.

    Washington, DC 20005

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    8301 Boone Ave

    Vienna, VA 22182

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    8517 Leesburg Pike

    Vienna, VA 22182

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    890 Northern Blvd

    S Abingtn Twp, PA 18411

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    900 10th Street NW

    Washington, DC 20001

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    900 Bartram Avenue

    Philadelphia, PA 19153

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    Franchise Ownership100 Tower Place

    Atlanta, GA 30326

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    3200 N Baltimore Ave

    Ocean City, MD 21842

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    5485 Twin Knolls Rd

    Columbia, MD 21045

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    1726 Reisterstown Rd

    Pikesville, MD 21208

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    401 W Pratt St

    Baltimore, MD 21201

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    138-10 135th Avenue

    Jamaica, NY 11436

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    234 West 42nd Street

    New York , NY 10036

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    2100 Riveredge Pkwy Nw # 1000

    Atlanta, GA 30328

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    2301 Sullivan Road

    College Park, GA 30337

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    501 W. Church Avenue

    Knoxville, TN 37902

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    2900 Candlers Mountian Road

    Lynchburg, VA 24502

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    88011 112th St NW

    Kansas City, MO 64153

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    1329 Baltimore Ave

    Kansas City, MO 64105

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    100 North Atlantic Avenue

    Daytona Beach, FL 32115

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    14100 Bonnet Creek Resort Lane

    Orlando, FL 32821

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    1550 N Atlantic Ave

    Cocoa Beach, FL 32931

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    1751 Hotel Plaza BoulevardP.O. Box 22781

    Lake Buena Vista, FL 32830

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    200 Rialto Place

    Melbourne, FL 32901

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    350 S Lake Blvd

    Altamonte Springs, FL 32701

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    6001 Destination Parkway

    Orlando, FL 32819

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    6850 Westwood Blvd

    Orlando, FL 32821

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    7300 Augusta National Drive

    Orlando, FL 32822

  • 425 W Prospect Rd

    Fort Collins, CO 80526

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    425 W Prospect Rd

    Fort Collins, CO 80526

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    100 Sandoval St

    Santa Fe, NM 87501

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    100 Sandoval St

    Santa Fe, NM 87501

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    PO Box 25104

    Santa Fe, NM 87504

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    PO Box 25104

    Santa Fe, NM 87504

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    1901 University Blvd NE

    Albuquerque, NM 87102

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    1901 University Blvd NE

    Albuquerque, NM 87102

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    20 Buffalo Thunder Trail

    Santa Fe, NM 87508

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    20 Buffalo Thunder Trail

    Santa Fe, NM 87508

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    801 University Dr., East

    College Station, TX 77840

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    750 Kearney Street

    San Francisco, CA 94108

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    3555 Roundbarn

    Santa Rosa, CA 95403

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    765 Airport Blvd

    Burlingame, CA 94010

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    1970 Diamond Blvd

    Concord, CA 94520

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    7050 Johnson Dr

    Pleasanton, CA 94588

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    750 Heritage Park Blvd

    Layton, UT 84041

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    750 Heritage Park Blvd

    Layton, UT 84041

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    7600 E Broadway Blvd

    Tucson, AZ 85710

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    300 112th Ave Se

    Bellevue, WA 98004

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    500 W 3rd Ave

    Anchorage, AK 99501

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    500 W 3rd Ave

    Anchorage, AK 99501

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    16703 SE Mcgillivray Blvd

    Vancouver, WA 98683

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    301 W 6th St

    Vancouver, WA 98660

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    17620 International Blvd

    Seatac, WA 98188

  • THIS LOCATION IS NOT BBB ACCREDITED

    921 SW 6th Ave

    Portland, OR 97204

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Additional Phone Numbers

  • (202) 739-2001(Phone)
  • (202) 783-7800(Phone)
  • (202) 842-2500(Phone)
  • (202) 857-3388(Phone)
  • (215) 365-4500(Phone)
  • (215) 561-1776(Phone)
  • (215) 646-4637(Phone)
  • (215) 701-5705(Phone)
  • (215) 923-0100(Phone)
  • (570) 342-7002(Phone)
  • (570) 586-1515(Phone)
  • (610) 337-1200(Phone)
  • (610) 398-6686(Phone)
  • (703) 385-7774(Phone)
  • (703) 478-2900(Phone)
  • (703) 684-5900(Phone)
  • (703) 760-9777(Phone)
  • (703) 883-0707(Phone)
  • (703) 971-8900(Phone)
  • (703) 979-9799(Phone)
  • (713) 977-7911(Phone)
  • (800) 445-8667(Phone)
  • (972) 726-3345(Phone)
  • (972) 866-5999(Phone)
  • (570) 424-4950 (Fax)
  • (703) 684-0653 (Fax)
  • (703) 760-9780 (Fax)
  • (901) 748-6747 (Fax)
  • (972) 490-6818 (Fax)
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Additional Web Addresses

  • http://doubletree.hilton.com/en/dt/hotels/index.jhtml?ctyhocn=WASBHDT
  • http://www.tysonscorner.stayhgi.com
  • http://www.embassysuites.com
  • http://hilton.com
  • http://http://www1.hilton.com/en_US/hi/hotel/HOUSWHF-Hilt
  • http://www.alexandriaoldtown.embassysuites.com
  • http://www.hamptoninn.hilton.com
  • http://www.hamptoninn.com
  • http://hiltongardeninn.com
  • http://www.philadelphiacentercity.hgi.com
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Additional Email Addresses

  • - Customer Service
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BBB's Business Review on this business is currently being updated. Therefore BBB cannot provide you with any information at this time.


Complaint Detail(s)

2/23/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service
2/17/2015 Advertising/Sales Issues
2/17/2015 Advertising/Sales Issues
2/14/2015 Problems with Product/Service
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2/10/2015 Advertising/Sales Issues
2/6/2015 Problems with Product/Service
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1/22/2015 Billing/Collection Issues
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1/20/2015 Billing/Collection Issues
1/16/2015 Problems with Product/Service
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12/31/2014 Problems with Product/Service
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12/28/2014 Problems with Product/Service
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12/26/2014 Problems with Product/Service
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12/22/2014 Problems with Product/Service
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12/20/2014 Billing/Collection Issues
12/19/2014 Problems with Product/Service
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12/18/2014 Advertising/Sales Issues
12/16/2014 Problems with Product/Service
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12/16/2014 Delivery Issues
12/16/2014 Advertising/Sales Issues
12/16/2014 Problems with Product/Service
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12/15/2014 Advertising/Sales Issues
12/14/2014 Billing/Collection Issues
12/11/2014 Problems with Product/Service
12/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed several nights at their Hilton Garden Inn in ******** **** KS. There were multiple problems with the stay that were not resolved, including extremely poor cus***er service. They made excuses about the service and the problems, but offered no resolution. They advertise "We promise to do whatever it takes to ensure you're satisfied, or you don't pay. You can count on us. GUARANTEED™". But when it comes right down to it, they don't honor that "promise", they just make excuses instead.

Desired Settlement: Refund of $768

Business Response:

Hotel responded to guest

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]

 Complaint: *******

I am rejecting this response because: They did not respond to or address the complaint in any way. They say their corporate policy is to make it right or it's free - well, saying "the hotel responded" doesn't adhere to their stated policy, and their not adhering to their policy is the reason for the complaint!


Regards,

*** ******








Business Response: Hilton Worldwide Guest Assitance File Number: ********

Guest Assistance will refund guest one night, within 10 business days.  We will not refund any additional nights, as the guest extended his stay while there – when his original reservation was only for one night.

Consumer Response: From: <*****************>
Date: Tue, Dec 2, 2014 at 11:15 AM
Subject: RE: CID *******; ****** v. Hilton Worldwide
To: ****** ***** <****************>


Hi. I finally did receive a refund, so it's been satisfied.

 

Thanks, ***.

 

12/9/2014 Problems with Product/Service
12/6/2014 Problems with Product/Service
12/6/2014 Problems with Product/Service
12/5/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service
12/1/2014 Problems with Product/Service
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12/1/2014 Billing/Collection Issues
12/1/2014 Problems with Product/Service
11/30/2014 Billing/Collection Issues
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11/3/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I arrived things appeared great. However, there was a large wet area on the carpet between the bedroom and bathroom and a type of aroma that faintly smelled of vomit. I carry ******** with me so that was resolved. Then on Sunday morning about 7:45 am I rec'v a call from the "front desk, guest services" indicating the systems went down overnight and lost the majority of my info and they want to just confirm my information. Being awakened from sleep I asked if I could come down to the front desk later but the guy on the line indicated it needed to be handled right away. I went ahead and confirmed my info over the phone and hung up. After about 10 mins, I decided to call the front desk to verify if the systems went down. The front desk rep ****** indicated I needed to cancel my CC right away because I had been a victim of a scam. I hung up and called My CC Company right away and canceled my card. I was in a tough situation because I only had limited cash, the CC I had to cancel, and my check-book with me. I went to the Front desk and asked to speak to a manager. ****** indicated she was the manager and I explained my situation and ask her how this could have happened. She explained that I would not Embassy's fault, indicating the staff does not have access to my personal info once the "check in process" was complete and unfortunately I would have been the fault of my CC authorization carrier. We went back and forth and ****** told me she was sorry for my experience but Embassy was not responsible and there was nothing she could do for me. She indicated that this type of thing happens quite often and others have reported this type of scam while staying at Embassy. ****** indicated in the future I would need to check the "caller id" on the room phone prior to giving out personal information. Which was the oddest statement she said because the room phone I was in did not have caller id's but I ended the conversation because I no longer wanted to debate with her. I was so disappointed in the lack of compassion. Prior to checking out I rec'v a letter under my door indicating I needed to contact the front desk regarding my balance. I went down stairs and spoke to ********, who explained everything thoroughly. ******** indicated she did hear how ****** treated me and that ****** had informed me about the process incorrectly. She patiently explained why I had a balance and I understood why I still had a balance. The full balance was taken care of at that point but I asked if the GM could contact me and left my personal info at the front desk. ****** contacted me on 1/31/2014 at 5:10 pm, indicating she called regarding the review I wrote, and wanted to know if I wanted to speak about it further. I indicated I felt really bothered by her service and I am very surprised and it was in poor taste that SHE would be calling me. ****** said given the circumstances nothing she said would have satisfied me and that she felt she did all she could. I let her know, this is not about her feelings and I was terrible turned off by her service, her way of communicating to me and also her only wanting to relieve Embassy of any liability and above all her and wanting to be "Right". I let her know that I no longer wanted to be contacted by her and would like someone over her to contact me. ****** did not honor my request, instead she follow-up with an email at 6:08pm, expressing how sorry she was about my experience and to contact her if I had any further questions. At this point, I was LIVID! I had to research myself who the general manager (GM). I have left 2 messages for the GM ** ******* and he has not returned any of my calls.

Desired Settlement: I would like a refund in the amount of my stay $333.43 and an apology for the poor service, unresponsiveness and disregard for my issues from this hotel. I should not have to pay them for such terrible service and such and inconvenience from simply checking into their hotel.

Business Response: Please provide city/state of hotel for further assistance

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]

 Complaint: *******

I am rejecting this response because: I rec’v no offer letter or formal letter RE my stay at Embassy Suites *** ***** ***** ******* *******, IL *****.  I have been asked if I accept/decline the resolution but I do not know what the resolution is.

 

Regards,

****** *********








Business Response: Hilton Worldwide Guest Assistance Number: ********.  Guest Assistance has issued a refund for one night.  Please allow 10 business days to receive.  Thank you.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well how can I put this I got a room at this resort and found someone's period blood in the bed. The bed that my 3 year old daughter was laying in all day and eating her food until it was time to tuck her in and I saw the bodyl fluids and the general manager ***** ******* did nothing to fix the problem. He told me I can't get my money back or nothing treated me like crap. Product_Or_Service: Hotel room

Desired Settlement: DesiredSettlementID: Other (requires explanation) I fell that me and my daughter should get our money back plus more BLOOD was in the bed. The people at hospitals and doctors even keep blood away that person can have HIV , hepatitis or anything and my 3 year old have been eating and playing in that bed

Business Response: Please provide us with the specific hotel and date of stay

Consumer Response:

Hi *** *****,
 
This is the address on the card *** **** ****** ***** *************Il ***** ###-###-####. And it happened October 17,2013

Sent from my ******

Business Response: Hilton Worldwide File Number: ********

We consider this matter resolved as of 11/1/2013. Hotel spoke to guest directly.

10/31/2014 Advertising/Sales Issues
10/31/2014 Advertising/Sales Issues
10/31/2014 Billing/Collection Issues
10/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fraudulent and unauthorized charge to my credit card I contracted a room at Hilton **** ***** ******* via ************* and *********** check in date 2/5/14 and check out date 2/6/14. The offered and accepted price was $39 plus tax. I confirmed in by phone and in writing with ********* customer service and with ******* ******** by phone on the same date that there was no issues with the pricing or legitimacy of the transaction. On 2/7/14 Hilton fraudulently charged $331.89 to my account on file with ***********. I am responsible only for the contracted price of $39 plus tax, as well as a restaurant charge of approximately $15, NOT $331.89. Hilton has refused to correct the fraudulent charge, blaming the third party ***********. I have all documents related to this transaction

Desired Settlement: Credit for $331.89 and recharged for $39 plus tax and the approximate $15 restaurant charge.

Business Response:

File ******** created and sent to hotel

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]

 Complaint: *******

I am rejecting this response because:  I did not see any attachment response from the Hilton.  Not sure where to look though.  Thanks.


Regards,

***** *******








Business Response: Hilton Guest Assistance File NUmber: ********. We consider this matter resolved as of 4/2/14. The guest was issued a "Be my guest" voucher valid for one free night.

10/31/2014 Problems with Product/Service
10/31/2014 Billing/Collection Issues
10/31/2014 Problems with Product/Service
10/31/2014 Billing/Collection Issues
10/31/2014 Problems with Product/Service
10/31/2014 Problems with Product/Service
10/29/2014 Billing/Collection Issues
10/29/2014 Problems with Product/Service
10/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed at the Hilton Garden Inn from 12/30/13 to 1/1/14. I received my bill the following month and had a charge for 12/30/13-1/2/14, and another charge for $250. I contacted the hotel immediately, and left messages over the next week for the night auditor and the hotel manager. After not receiveing any reply for that week, I contacted the Hilton corporate office, where an employee offered to contact the hotel on my behalf to find out what went wrong and have the refund returned to the card. The following day I received this. Thank you for your inquiry, in regards to the extra $250 charge to your credit card. This was assessed due to the fact that we are a "smoke free " hotel and during your stay someone had smoked in the room. We thank you for being our guest and look forward to seeing you in the future. If you have any further questions, please feel free to contact me.***** ****Front Office ManagerPh. *** *** ********************************************I don't smoke nor did my guest in the room. I am highly irratated by smoke and am offended that anyone would accuse me of being a smoker or allowing anyone to smoke in my requested non smoking room. I replied to ***** immediately and also called and left a message. It should be the procedure of the hotel to contact a guest of any possible problem immediately. I was never contacted by any hotel employee for any reason during my stay. The hotel manager actually walked past our wide open door as we were taking our belongings out of the room and pointed out that it was check out time. He said nothing about smelling smoke or having received any kind of complaint of smoking. I have requested photos or anything else they might have to signify anyone had smoked, but again received nothing from any Hilton employees. I have not received any follow up at anytime except the above message, which also didn't address the fact that I may have also been charged for an extra night.

Desired Settlement: Minimum Settlement for me- the $250 back to my card and adjustment for the extra night charged. An update to hotel policy to notify guests if they have a problem or complaint would also a good move for the business. A customer should never be blindsighted by unauthorized charges. A training on customer service and follow up might also be helpful. If a customer tries to contact you multiple times, someone should have the respect to follow up with them.

Business Response: Guest has been advised by the hotel, as well as the corporate offices, that the smoking charge will stand.  We do apologize; however, we are unable to reverse the fee.

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]

 Complaint: *******

I am rejecting this response because I do not smoke and the organization never notified me at any time that there might have been a problem or provided any evidence or claim that anyone smoked.   A conpany shouldn't be able to just make randon charges on people's credit cards without some type of approval or notification.  This organization hasn't even given the respect of a reasonable explanation of where this claim came from orr the decency of a call back.   This is absolutely horrible business practice. 

Regards,

******* ********








Business Response: Hilton Guest Assistance file Number:  ********


We will issue $250 refund as a one time exception.  Please allow 7-10 business days for check to be received.

10/28/2014 Advertising/Sales Issues
10/27/2014 Problems with Product/Service
10/27/2014 Problems with Product/Service
10/27/2014 Advertising/Sales Issues
10/25/2014 Problems with Product/Service
10/25/2014 Billing/Collection Issues
10/25/2014 Advertising/Sales Issues
10/25/2014 Problems with Product/Service
10/25/2014 Problems with Product/Service
10/25/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service
10/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund of the $165.11 reference number *******. I have a number of photos I can also provide to show the lack of cleanliness at this hotel. I want to dispute a charge on 11/22/2013 while at the Hilton Hotel in **** **********, Florida. The amount I want to dispute is $165.11 reference number ******* as reflected on my final bill totaling $500.19. On the morning of Nov 22, my daughter (27 YOA), my wife and I entered the ******** room where breakfast was being served. We asked if breakfast was complimentary and the hostess at the entrance told us it was complimentary. My daughter did have a bagel and some small pastries. I had purchased a $5.00 coffee in the lobby of the hotel and did have a couple of small pastries. Our friend who we had invited to join us for my daughter *** competition was also staying at the hotel. Colonel (Ret) ****** *****, his wife **** and daughter joined us at the table. He also was told that the breakfast was complimentary. They all had breakfast at the hotel. At the end of the breakfast the server handed a $165.11 breakfast bill. I told the server that I was not paying for the bill because we had been told the breakfast was complimentary. I advised the head server I wanted to talk to the manager. I did NOT sign for the bill. I went to the front counter and asked to talk to the hotel manager. I was told the manager was busy and that she would call me to settle the issue. She never called me. Was more disturbing is all the issues we experienced. I had made arrangements for an early checking for my wife and my daughter who were flying from ***** to **** **********. I was at the ******** and was going to fly from ****** International to **** ********** that evening. When my wife arrived at the hotel with my two little dogs, and luggage they were told the room would be ready at 1:00 p.m. At 2:00 the room was not ready yet. My daughter, wife and two dogs took a taxi to another hotel where my daughter had to attend a mandatory meeting for her *** competition. The hotel front office advised my daughter they would call her when the room would be ready. My wife and daughter came back to the hotel and room was still not ready. I arrived later that night and my wife explained the issues she had with the early check in. In the morning my wife went to take a shower and we discovered more issues with the room. Wife took a bath in a dirty bathtub. A Plummer had to be called. We were in the room until 11:30 waiting for them to unclog the bathtub. I have a number of photos to show how dirty this room was, dirty balcony, dirty and dusty floor, with used coffee cups from previous hotel guess. The hotel did offer a free night at no cost. Daughter had allergies as soon as we arrived in the room. When maintenance personnel remove the cover to the AC we discovered the AC had not been cleaned in years and had no filter. The maintenance worker was preventing from removing the AC cover completely so we could not take photos of the dirty AC core, but I was able to take several photos. I can send all the photos we took upon your request. I am not paying for the charged $165.11 for breakfast I didn't agree to. We were advised breakfast was complimentary. Col (Ret) ****** ***** is also a witness and he can be called to corroborate this issue. My daughter ****** is also available to be interview.

Desired Settlement: Refund of the $165.11 reference number *******. I have a number of photos I can also provide to show the lack of cleanliness at this hotel.

Business Response: Please provide us with the specific hotel in *** ********** and the registered name on the room

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]

 Complaint: *******

I am rejecting this response because: The complaint is against the Hilton Hotel located at **** ** **** ** **** ********** Fl *****, tel # ###-###-####. Room # *********, confirmation # **********


Regards,

**** *****








Business Response: Hilton Guest Assitance File Number: Ga file ********
 

We have made the decison to award a refund of $165.11 for one nights stay for the incovenience.   Please allow 10 business days to receive the check from our office.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

**** *****

10/24/2014 Problems with Product/Service
10/23/2014 Problems with Product/Service
10/23/2014 Advertising/Sales Issues
10/23/2014 Problems with Product/Service
10/22/2014 Advertising/Sales Issues
10/21/2014 Problems with Product/Service
10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint regarding false advertisement - regarding tier status with Hilton. My Hilton Honors Number is #*********. The promotion was as following: Thank you for signing up to make your time on the road more rewarding with Hilton HHonors™. You’re just three stays away from Gold status through March 2015 and five stays away from 25,000 Bonus Miles. With Hilton HHonors™ Gold status, you can enjoy complimentary room upgrades, high-speed Internet access, breakfast and more.* And with points you can use toward free nights at more than 4,000 hotels and resorts worldwide, there’s plenty more to enjoy about your HHonors membership.** Book your first stay as a member today, and you’ll be on your way to 25,000 Bonus Miles and Hilton HHonors™ Gold status through March 2015 I did complete my three stays in my last trip to ****** and enjoy gold status for a little while, but that is supposed to be good through March 2015.

Desired Settlement: I would like to to get Diamond/Gold Status and/or a refund for the of the money I spend to completed my three stays.

Business Response:

Guest had only 2 stays (11/23 - 11/23) and (11/29 - 12/2).  We are unable to upgrade account or award any additional points.

Consumer Response:

****** *********

1:24 PM (13 minutes ago)
tome
 
 
 
 
Good afternoon, 
 
I am writing to continue with this case, this is about "False Advertisement" on Hilton, the offer was Gold Status until March 2015 for 3 stays until the end of the year.
 
I did complete the three stays, prove of that the the Hotel Confirmation's (**********, **********, and ********** - I can send those by email if you need me to. Another prove that I completed the 3 stays is my credit card statement, which I am willing to send out if need it. 
 
Hope o get this resolve, thank you, 

Business Response: Hilton Guest Assistance File Number ********.  We consider this matter resolved the guest currently holds Gold status as of March 27, 2014 and held Gold status until January 10, 2014.  We see the guest completed a total of 2 stays during the promotional  time frame. The stays were at the  Hilton Garden Inn ****** confirmation number ********** & - Hilton Garden Inn ****** **********.   Guest did not meet the requriements of the promotional offer of mileage so nothing additional will be issued.  

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

****** *********

10/21/2014 Problems with Product/Service
10/21/2014 Problems with Product/Service
10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From Nov 22-24 my girls and I stayed at Homewood Suites by Hilton in ************. Although I had never previously stayed at that location...I've been a Hilton Honor Member since '99 (*********). The weekend was a rare chance for me to get together with my girls, but a few hotel issues marred the festive reunion. On Sat morning the staff removed all the linens/towels from the sofa sleeper. We needed the towels to shower and my daughter could not get to bed w/o the linen. We were exhausted when we returned to the hotel that night and myself and my eldest daughter could not shower and my youngest could not sleep. I had to make a late call to get these items delivered to our room. Later that evening, after we went to sleep, the AC began making a loud noise which awoke us. I tinkered with it but the sound would not cease. I eventually had to shut it down. Needless to say it was uncomfortable for everyone and one of my daughters did not get to sleep the entire night. I'm not happy about this debacle. It's the poorest stay I've endured at any Hilton location. I want this rectified before Christmas.

Desired Settlement: A refund for the stay would be ideal yet I would settle for 2 days/nights comped because I've never had issues with this chain in the past.

Business Response: File has been created for hotel response

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]

 Complaint: *******

I am rejecting this response because: I do not understand this response.


Regards,

******** ****








Business Response: Hilton Worlwide Guest Assistance File Number: ********.  We consider this matter resolved as of 1/28/14 guest was issued a refund in the amount of 101.66.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

******** ****

10/18/2014 Problems with Product/Service
10/17/2014 Advertising/Sales Issues
10/17/2014 Advertising/Sales Issues
10/16/2014 Problems with Product/Service
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10/15/2014 Problems with Product/Service
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10/14/2014 Problems with Product/Service
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9/30/2014 Problems with Product/Service
9/30/2014 Guarantee/Warranty Issues
9/29/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hotel Staff did not have assigned rooms for my family and me after confirmed reservations made two weeks prior, and overcharged our accounts twice. On December 16, 2013, I, *** ******, made reservations with the Hilton Sales Officer, **** ******. I spoke with him a few times from North Carolina (NC) and explained to him what I was loo**** for when I first made reservations for our family gathering for New Years Eve. The reservations were for: **** and ****** Suite for $224 (#**********), adjoining double for $112 *** rate (#**********), and extra Double for $112, *** rate (#**********), all reserved in my name originally. I received an email indicating confirmed reservations on December 18th. I also informed **** that ***** & ****** ********, Hilton Honors Member since 2008 (nephew & niece traveling from North Florida) will transfer the reservation for the **** & ****** *** into their names, and to be expecting a call from them soon. ****** called **** several times within that day and next day to no avail of reaching him, and no return call from him (event). On December 29, 2013, ****** ********, ***** ******** (mother of ******, my sister), and I, physically visited the hotel to make sure our reservations were confirmed and walk thru the hotel to see the amenities available for our New Years' evening, as well as switch the reservation over to ***** & ******'s credit card since she was not able to reach anyone prior to coming to **** **** *****. That evening, we were accommodated by *****, front desk clerk. When we left the hotel that evening, we were assured that our reservations were confirmed and rooms available.On December 31, 2013, upon my husband, ******, and I arrival to the hotel @3:45pm (first ones there), no rooms were assigned to our confirmed reservations; our family gathering due to start at 4pm (event). We were expecting family from New Mexico, Missouri, North Carolina, and north parts of FL. This ****** suite was the highlight of our evening to be together as family. Because of this unfortunate mistake from the hotel, by the way no staff knew what happened and why, we didn't get settled until after four hours later (event). This night was very disappointing and embarrassing for our whole family, consisting of 25 family members and friends, all waiting in the lobby for accommodations. This crowd consisted of ***** & ******'s newborn baby, as well as my niece diagnosed with Bipolar Disorder, another niece and nephew with a autistic 8 year old son, my husband that had recently suffered a heart attack and stroke, and occasional seizures from stressful situations, and my father of 81 years old, with declining health...waiting over four hours in the lobby (event). Although, **** worked diligently to accommodate our family, it was well after 9pm (event) when we were all together in a complimentary conference room with complimentary refreshments and drinks (water, iced and hot tea).After discovering from ******* (front desk clerk) that one of the hospitality rooms were assigned to a family that extended their stay from the previous night on the morning of the Dec. 31st, I requested that they be moved to another room since it shouldn't have been available in the first place. **** said it was against hotel policy to move someone out of their room to another room. All of this should have been avoided, if the hotel personnel would have properly assigned our reserved rooms. Well, it didn't stop there. Then, later that evening, my husband went to the front desk to inquire about room *** in exchange for room ***, so that we can have an adjoining room next to *** that we were given. According to *******, it was available and the key to *** was issued to my husband. To our surprise, when our niece (mother of autistic son) used the key to enter the room, a man and his guest were sleeping and woke up very upset to see someone had entered the room he was assigned (event). Obviously, the room was double assigned (event). This cou

Desired Settlement: Originally just a refund; however, no one from the hotel has contacted me after 3 business days filing with the headquarters, this is day 5,and no refund yet! Reimbursement for all charges involved for our stay on Dec 31, 2013 for all parties, including ******&***** ******** of **** **** *****, FL, wrongful charges to my banking acct and ***** ********'s banking acct., travel charges to and from ******, North Carolina for me and my family, and travel charges to and from *****& ****** ********'s

Business Response: Guest Assistance File Number: ********

We consider this matter resolved.  The hotel comped one night.

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]

 Complaint: *******
 I am rejecting this response because: my family and many other traveling families were affected by the unprofessional manner of this Hilton Hotel Administration. Hilton is a worldwide, renowned hotel and to say they "comped us one night" is ludicrous. My family and I were actually charged for more nights than we stayed. We were charged erroneously from my banking account, which put my family and I in hardship while visiting in Florida; it took months for the bank to investigate fraudulent charges against the hotel, which the bank decided to deposit the amount taken because of  accurate reporting of fraudulent activity by the hotel. This same accusation was true for our niece, nephew, and their new born child; they too experienced fraudulent activity in their banking account by being charged three times for the same nights.

 
It saddens me to have waited eight months to hear (or read) such a vague and disdained response. My original response requested a settlement of many unfortunate happenings that New Year's Eve that our family planned months ahead to be treated unjustly and unfairly, by giving our rooms away and waiting more than five hours in the lobby with elderly and medically challenged family. It is no excuse for Hilton Hotel to treat any of its customer in such a way.  A copy of this complaint, along with the others, will be appropriately distributed to necessary parties. 

Regards, 

*** ******






 

Business Response: Guest Assistance File Number: ********

We consider this matter resolved.  The hotel comped one night.

9/29/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
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9/28/2014 Billing/Collection Issues
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9/28/2014 Advertising/Sales Issues
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Advertising/Sales Issues
9/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Name of business: Hilton Garden Inn Address: *** **** **** **** ****** ****** Utah, ***** Telephone: ###-###-#### Date & duration of stay: December 27th to 31st (four nights) Room #: 334 This business advertises free local shuttle ride service. On the morning of December 30th, I requested a shuttle ride to nearby **** station to catch ski bus to ****. **** ski lifts open at 9 AM, so I wanted to catch the 8:03 AM ski bus(#***) and arrive there 8:55 AM. I made the request for a shuttle ride with a guy at the front desk at 7:35 AM and told him that I have to catch the ski bus at 8:03 AM at **** station. He told me that the shuttle will arrive in 10 minutes and that there was one lady who was already waiting for the shuttle, but she was going to a place just around a block, so should not be a problem. The shuttle did not arrive until 7:55 AM, and I told the driver that I have to catch 8 o'clock ski bus at **** station. The driver ignored me and started off toward the mall area, trying to find the place where that lady wanted to go. The driver nor lady did not know where this place was. So I asked the driver again if he can take me to **** station first. He did not answer my question and asked the lady if he can go to **** station first. She agreed, and finally he took me to **** station. When I got off and asked people at bus station, they told me that the bus already left. It was four minutes past 8:03 AM. I called the hotel and asked for a ride back to hotel, since the next ski bus to **** was at 9:13 AM, which was about an hour later, and I didn't wanted to wait in cold. The driver from ******* *** hotel showed up ten minutes later and took me back to Hilton Garden Inn. The guy at front desk didn't seem to be apologetic at all. When I requested to see General Manager, the Assistant General Manager(?) showed up, took my phone number, and told me that General Manager will give me a call later when I come back from skiing. I did not get any call or message from General Manager. This whole experience is completely unsatisfactory. Hilton Garden Inn employee's ignorance costed me an hour and ten minutes of my skiing time, especially early in the morning when trails are freshly groomed. I flew all the way from Los Angeles area for my once-a-year ski trip, and an hour and ten minutes of skiing time is priceless for me, and Hilton Garden Inn at ***** ruined my ski vacation.

Desired Settlement: Refund of cost of hotel stay, ski pass, breakfast I purchased from this hotel

Business Response: GA File ********. 

The reason the guest was not dropped off on his requested time was because another guest had requested to be dropped off at a different location.  As the shuttle service is first come, first serve – the hotel was unable to put this guest’s request in front of a guest that had already secured her time.  Unfortunately, there will be no compensation – as the shuttle is first come, first serve.
 
This matter is considered resolved
 

9/28/2014 Problems with Product/Service
9/28/2014 Billing/Collection Issues
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9/28/2014 Problems with Product/Service
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9/28/2014 Problems with Product/Service
9/28/2014 Advertising/Sales Issues
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used Hilton points to obtain a voucher for one free day of a car rental (****** Rental Car). My plan was to pick up the car at the ******** Airport and drop off at the ******* Airport the following day, consituting a "one day" rental. I was told by the Hilton Customer Service Representative that this would be fine and she then processed my request and sent my voucher. When I showed up to the ****** desk they pointed out that on the back of the Hilton voucher it says that one way rentals are not applicable for this voucher. I was not able to use this voucher not because of any restrictions ****** imposed, but rather the terminology on the Hilton document that I was not made aware of when first submitting my request.I was then forced to spend $72.00 on a rental car out of my own pocket. Upon contacting Hilton Customer Service the following day to file my complaint, I learned that they are not provided with any information saying that one way rentals are not valid. Also, upon looking through their website there is no mention of one way rentals not being valid for redemption. I proceeded to filing a complaint with Hilton, asking for compensation in the form of "Hilton Points" to offset the money I had to pay to ****** ( I am more than willing to provide receipt of payment). But when I was transferred to a manager to handle my request, I was denied any compensation without any explanation at all. I then submitted my complaint to Hilton's online email form. I was given a response that it is acknowledged there is no disclosure online of this condition, that IT would be notified, and they would look into possible compensation. However, yesterday, I was told in an email that I would not be receiving compensation because they claimed that this was a condition imposed by ****** Rental Car, when in fact this was a condition on a Hilton Document and NOT a ****** Rental Car Restriction. I then called the "******* Customer Care Line," where they took my information and transferred me to a manager, who then created a case number and forwarded my case to the same exact people who gave me the same invalid response in an email yesterday. I am looking for compensation because I would not have requested a voucher had Hilton's website said that one way rentals are not allowed, and had Hilton's customer service representatives informed me that one way rentals were not valid. Thus, I believe this is a misrepresentation of an offer online that caused me to spend unnecessary funds, and Hilton has refused to compensate me for this.

Desired Settlement: I am asking for compensation close to a one night's stay in Hilton points (that I would be using obviously to stay at a Hilton property), or approximately 20,000-30,000 points.

Business Response:

Guest Assitance file Number: ********


We consider this matter resolved it is not a Hilton issue. The guest was referred back to rental car agency.

9/28/2014 Problems with Product/Service
9/28/2014 Billing/Collection Issues
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9/28/2014 Billing/Collection Issues
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9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked a room with this company in ********** at their ******* *** Property using my Hilton Honors points. I did that 1 month before I planned to stay there and called back two days before arriving to check on a certain amenity. At that time the hotel management informed me that the ******* *** had changed management and was no longer a Hilton property. They also would not honor the points that I had already used to book my stay. After spending 45 minutes on the phone with Hilton I was able to get a refund of my points and book a hotel 2 hours away from my original location. I am frustrated because despite this complete disruption in my hotel plans at the last minute which also precluded booking alternative arrangements with another hotel chain due to a lack of availability Hilton did not offer any compensation at all. They did not inform me of the cancellation in the first place so they made several errors starting with the lack of notification, the lack of cancellation on their end, the lack of automatic refund of points, and lack of any customer service to inform customers about this potential issue ahead of time.

Desired Settlement: Compensation related to Hilton rewards - i.e. free night coupon, equivalent set of points, refund of current points I am using to rebook, or some equivalent compensation.

Business Response:

Guest Assistance file #:********

We consider this matter resolved. Guest received points back.

9/28/2014 Billing/Collection Issues
9/28/2014 Problems with Product/Service
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9/22/2014 Problems with Product/Service
9/22/2014 Billing/Collection Issues
9/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like the **** replaced.

Business Response: ---------- Forwarded message ----------
From: ***** **** <*********************>
Date: Tue, Sep 9, 2014 at 7:51 PM
Subject: Hilton San Francisco Financial District Complaint ID # *******
To: "info@mybbb.org" <info@mybbb.org>


To Whom It May Concern,

**. **** ******* had opened a complaint some time ago.  It was determined that our hotel was and is not responsible for his **** failing to work.  We offered to have it sent to be inspected to see if the cause of the **** failure was due to our electrical current/outlet in the hotel.  He refused this offer.  **. **** *******, then, sent the **** to be inspected and the service tech could not and would not say that the **** failure was due to an electrical surge at our hotel.  Because of this, we reminded him again that we are not responsible for this **** 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 **** failure.    We do not even have evidence that it was ever working when he arrived, because our hotel never took possession of the ****.  The **** was always in his possession.

Please let me know if any further information is needed.

Kindest regards,

 

***** ****  I  Director of Front Office Operations

 

HILTON *** ********* ********* ********

9/22/2014 Advertising/Sales Issues
9/22/2014 Problems with Product/Service
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9/18/2014 Advertising/Sales Issues
9/18/2014 Problems with Product/Service
9/18/2014 Problems with Product/Service
9/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been getting e-mails of reservations for guests at the Hilton *** ***** *******. The reservations desk at that hotel is using my e-mail to assign to random guests that are staying there. Also, after I saw the first reservation e-mail, I started receiving HHonors registration profiles, statements, etc that are assigned to MY E-MAIL ADDRESS WITHOUT MY AUTHORIZATION! I have contacted the hotel and also the HHonors desk a couple of times, however, this situation has not been resolved. As a matter of fact, I was completely ignored by the HHonors customer service. That is surely a nice way to treat a loyal guest, huh?

Desired Settlement: I would like that ANY profile using my e-mail address that is not assigned to MY PERSONAL HHONORS ACCOUNT 962156374. Also, I would like this problem to be addressed immediately at the Hilton Sao Paulo property. I have never ever authorized anyone at that property to use my email without my authorization. Please make these corrections immediately.

Business Response: Guest Assistance file #: ********

We consider this matter resolved.  The hotel sent an engineer up to guests room to check concerns.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

******* *******

9/18/2014 Billing/Collection Issues
9/18/2014 Problems with Product/Service
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8/23/2014 Problems with Product/Service
8/20/2014 Delivery Issues
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8/19/2014 Problems with Product/Service
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8/2/2014 Advertising/Sales Issues
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5/13/2014 Billing/Collection Issues
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4/15/2014 Problems with Product/Service
4/7/2014 Billing/Collection Issues
3/20/2014 Problems with Product/Service
3/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,I contacted Embassy Suite on 1-10-2014 about getting a president suite for a slumber party for 10 girls. the gentleman in the front stated that he could not take my reservations because he was the only on up front you need go to the reservations line. they told that they did not have a room to fit that many girls. occupancy on for 6. they told book two room for that request. I made the reservation with them. I called back that same evening and stated to cancel my request. I was told when you receive your email you can do so. was told they would note that. I never received the email because they spelled my name wrong. on 1-19 I had pending charges of 50.00 and 150.00. I called the hotel and talk to billing rep ********. he said we will refund your money, those are just pending you will not be charged. I was charged 200.00 on the 20th. I called back and talk to Becky and she told me that she would get on the phone with my bank because she told me that she didn't show any charges. I called her bank with the bank on the line and she was at lunch. left her a message and never heard back. Now I have went online and got rep for CS problem and was told on 23rd January that it takes hotel 72 hours to contact you. I gave them my correct name and email address because they keep spelling my name incorrectly. I am not a person who makes carless mistakes. the Embassy will not own up to them making a error. They already did not spell my name correctly and will not call me because their staff has made commitment to fixing a mistake. please help me get my money back.

Desired Settlement: my 200.00 plus a suite for

Consumer Response: Embassy Suite is correct sorry for not putting all information in.

Business Response:

Please provide us with city/state/specific hotel.  Also, guest can dispute the charge with her bank for a quicker response time.

3/10/2014 Problems with Product/Service
3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 24th, 2013

RE: Disputing the charge due to the fact that services that were paid for were not provided.
To whom it may concern,
On the weekend of July 19th - 21st, 2013,1 have brought a group of over 200 people to the ******** Hilton Hotel, a 4 star hotel, in ******** Connecticut. We occupied over 75 rooms for a two room-night stay as well as ample meeting space.

Prior to the event, on or about June 18th, 2013 I met with **. ****** ******* to discuss using the hotel for a convention and all of the groups needs. All details were carefully discussed, as I had brought a similar group there the previous summer. **. ******* was well aware of my groups heeds as she was the person who booked our reservation last year.

Last year, even though I did not dispute any charges, registration was a complete disaster. They first put our registration table in the direct sunlight, which was unbearable. Then when we were in the highlight of registration they moved us again, for no apparent reason.

I was promised by the manager that they would "take care of my group" this year. But they didn't.

This year we rented the beautiful Pavilion area, which is a completely enclosed area with its own air conditioning system. I was assured that this room would be perfect for my group and that the air conditioning was more than ample. Prior to the event, t learned that the hotel had gone through managerial changes and there was no manager. At some point before the event, **. ***** ******* contacted me as the acting manager.

Pleasantly, check-in went very well. I mention this only because of last year. However when it came to Friday night, our first "scheduled'' part of the event, a prayer service, it went downhill from there. Shockingly, the air conditioning in the Pavilion was by far up to par. I immediately alerted the management; **. ***** *****, who called the technicians. They were not able to do anything and ***** then suggested that we wait until morning, as this was only the night crew. They speculated that maybe the AC was not on all day & that was why it was so hot. If that were the case, that too is their obligation. Additionally, we did not even fill up the space to its full capacity of people.

Being that they were leaving us with no positive solution I asked that they should at least bring in a few fans. The night crew did not seem too pleased, but ***** insisted. Although the tech said they had two, they only brought in 1.

The next morning, It was really hot and I complained again! They brought in different technicians and I heard one of them say there is nothing that can be done. This is the way it always is, and that the management is aware that the Pavilion cannot be cooled off properly. In fact, they are looking to redo something for next year because of it.

Separate and apart from the above, the Pavilion was reserved only for our group for the entire weekend. Yet other “hotel" guests kept crashing our prayer services! The management was alerted but again they didn't do much.

Throughout the weekend I personally complained to the management regarding the crashers and the air conditioning but to no avail. **, ***** ******* had not been around for the weekend. ***** *****, the acting manager on duty told me to discuss the matter with **. ******* when he gets back, and he would most likely give us a substantial discount.

There were other items, such as the Jacuzzi was not In operation, crashers kept invading our other privately rented space, the kitchen was in total disarray, despite the specified terms of the contract. Please see enclosed letter from the caterer.

One of our guests, **. ******, is an attorney and had been in communication with **. ******* for quiet some time in hopes to rectify this matter. Insultingly, **. ******* offered a mere few hundred dollars of a discount towards what he charged us thousands. Please note, if I would’ve been made aware of the situation prior to the event, I never would've booked the hotel. There were many hotels available that weekend, and in today’s economy the hotels are vying for business. But to outright lie is totally unacceptable.

Sadly, **. ******* admitted to **. ****** (as well as other staff members mentioned to some of the guests) that the hotel was well aware that the air conditioning did not cool off the Pavilion properly nor was the Jacuzzi working! Such actions are not acceptable!

We are hoping that you will be able to intervene and rectify this matter. I have written to corporate Hilton on October 1st, 2013 and have yet to hear anything from them.

Desired Settlement: see Attached document

Business Response: Below is the response sent on August 22, 2013 to ** ********* from ***** *. ******* I Director of Catering & Convention Services

I have showed good faith throughout this process, which included a concession of $1,000 off your bill at the time of your event, in which we honored. Also, I provided two additional private swims at no charge when you asked me to help drive your attendees to your event.

In speaking to **. ******, I offered in an additional 50% off the balance due of $1,335.30 which equals $667.65, not a “mere few hundred dollars” and a credit of $1,500 credit towards your next event.

Finally, The threat to pursue litigation and slander our reputation is not warranted. I will settle this amicably by removing the balance due of $1,335.30. The previous offer will be rescinded and there will be “No” credit to any future event.

Consumer Response:  Complaint: *******

Dear Ms. Horne,

Thank you for trying to resolve this matter.  However, I must reject this response because of several reasons:

1 - All of which **. ******* states has no bearing on my complaint!  I quote him as saying " I [**. *******] showed good faith throughout this process, which included a concession of $1,000 off your bill at the time of your event, in which we honored. Also, I provided two additional private swims at no charge when you asked me to help drive your attendees to your event… ",

Please note, this offer was prior to the event and had nothing to do with the hotel’s lack of performance; my complaint is about lack of performance!  I paid for something, which I did not get!

Furthermore, the private swim at no charge accomplished its goal – we did get more attendees because of the offer, but keep in mind the hotel benefitted by it.  Each additional person that registered yielded 2 nights of sleeping rooms.  That is why **. ******* was willing to give us the private swim at no charge! And no other reason!

Moreover, **. ******* is simply trying to blow smoke here.

My complaint has not even been addressed:

2- The lack of use of the Jacuzzi! 

This was an integral part of the reason to have private swim.  The group, over 200 people, are comprised of mostly singles in their 20’s & 30’s and our goal is to help them meet, mingle and network.  What better opportunity than chilling in a Jacuzzi?  The hotel and its employees knew quite well that the Jacuzzi was under renovation but did not make it known to me.  Therefore, I am seeking compensation for the non-use of the Jacuzzi.  We had a lot of complaints regarding the Jacuzzi, or lack thereof, and it makes me look bad and incompetent.

3- Lack of air-conditioning!

Ironically, **. ******* didn’t even mention anything about the fact that the air conditioning was not working “all weekend long”.  Having over 200 people sweating an entire weekend without any care or concern on the part of the hotel, a huge Hilton Hotel I must add, is disgusting, not to mention insulting! Adding insult to injury an offer of $667.65 is just like putting salt on a wound.

Now, that I have brought this complaint to your attention, he is willing to double that and remove the balance, big deal!  He charged thousands of dollars for a space, which I found out that he knew in advance that the air conditioning had issues! Worse, he is only willing to give a partial credit.  Imagine getting onto a plane and having to sit on a broken seat, or no air-conditioning throughout the flight, and the airline says, “Oh, we will take off $5 from your bill”. 

Please note, the hotel deliberately booked the weekend in the middle of the summer knowing quite well (so it turns out) that their facilities were not up to par!  A non-working Jacuzzi and no air-conditioning are not acceptable! I could even make the argument that I should get a full refund for the “entire” weekend plus compensation for making me look bad as an organizer, which will of course impede on future events.  Unfortunately, it became clear to everyone, that hotel knew of these problems in advance!  Therefore, I feel that I am being very reasonable in my request!

Note: We had been at this same hotel the previous year, there was no problem with the Jacuzzi, there was no issue with the air-conditioning, and the hotel DID NOT charge us for meeting space.  This year, they got greedy and asked for thousands of dollars for the meeting space knowing that the air-conditioning wasn’t working. The event was ruined, people were unhappy, and my reputation is on the line.  I will have to create several mini events this year in order to build up the confidence of the group in hopes to get them back next year, as this is a yearly event.

Lastly, he mentions that he spoke with **. ******, an attendee of mine who happens to be a litigation attorney.  **. ****** told me that he told **. *******, that his offer was unreasonable and the he would be loosing a good client in the future, not to mention he could be sued for false advertising, misrepresentation, etc.


Regards,

******* *********

Business Response: The resolution from the hotel will stand

Consumer Response: February 11th, 2014

Dear ** *****,
As per my previous response to the BBB, **. ******* has not addressed any of my complaints. Therefore, I rejected the offer. The response from the Hotel was that the offer stands, so it seams that we are at a stalemate.

Being that we are at this juncture, what happens now?

My complaints have not been addressed so what exactly is BBB’s role, if you’re not making them answer the complaint.

Unfortunately, there seems to be no way of contacting your office other than in writing, or a response to the complaint, therefore, we are sending this via certified mail, please include a contact number for the future.
Sincerely,

3/4/2014 Problems with Product/Service
2/28/2014 Problems with Product/Service
2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a suite with my friend on the day of January 1, 2014 at Hotel ******. When I had some guest over The hotel's management requested that some of my guest leave because of the noise level. As my guest were leaving ******'s management told us we had to pay a smoking fee. We discussed the charges, but we felt pressured into paying (even though we have management on video saying they could not prove me or my guest were smoking, and the smoking alarms did not go off and we're not tampered with) because the hotel called for 5 cop cars to come and escort us off the block of the hotel. I do not know if the hotel management did this because me and my guest were people of color but I feel very degraded and disrespected. No matter what color you are or who you are, if you pay for a service you should be treated with respect. Instead I feel as if I was being treated like an animal, who paid for a night at a luxury hotel and was only there for 4 hours.

Desired Settlement: I would take a refund of the money paid to Hotel ******.

Business Response: Please provide city/state of ****** hotel

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]

 Complaint: *******

Hilton Hotel asked which city and state my horrible, unfair, and unreasonable experience with their service occurred. I thought I made that I made that clear in the first complaint but anyways this incident occurred in NYC, NY at the 102 North End Ave ****** Hotel which is under the umbrella of Hilton  Hilton Hotels Corporation
                                                                                                                               *** **** ****** *** ***** ** ***** **********

Regards,

****** ******


Business Response:

*** **********

Feb 11 (3 days ago)
tome
 
 
 
 

File has been sent to hotel. Guest will need to allow us 72 business hours

 

From: ***** ***** [mailto:****************] 
Sent: Tuesday, February 11, 2014 2:53 PM
To: *** **********
Subject: Re: *******

 

2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On a stay at this " four star" a reservation glitch left me looking for extreme customer service from ********, **** and *******. None of the above stepped up to the plate and in fact created additional issues.

Desired Settlement: I called **. ***** the regional supervisor who committed a call back by Thursday which never came. I spoke to ***** who is the property manager who was OUTSTANDING but his hands are tied a bit.

Business Response:

Please provide city/state/date of hotel stay and specific hotel

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]

 Complaint: *******

I am rejecting this response because: clearly they have not done anything. The issue was on the 21st of December in ******** Ga at their location known as the ******


Regards,

******** *****

Business Response: File has been created and sent to hotel.  Hotel will respond to guest within 72 business hours.

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]

 Complaint: *******

I am rejecting this response because: they have offered no resolution


Regards,

******** *****

Business Response:

*** **********
12:32 PM (3 minutes ago)
tome
 
 
 
 

Email from the hotel to the guest:

 

1/7/2014 11:01:38 AM *** Good Afternoon **. *****, I saw this come up in my guest assistance cases.  As we discussed I certainly apologize for what you experienced, that is not the norm here.  While I have  offered you a refund and to come back for two nights you seemed hesitant in regards to that during our discussion and wanted to think about it.  I also offered our other properties in the portfolio but those didn't seem to work for your travel situations. If you would like I could ask Guest Assistance to issue you two *** Gift certificates which you could use at any Hilton property, is that something you would be interested in?  I get invoiced directly for the gift certificates so I am taking ownership of the problem regardless of the ******* situation.  This does not discount if you are coming to ******** in the future I would be happy to assist you in the future as well which you can call or email me direct.

 

I appreciate the feedback on my demeanor however I am limited to what I can do from a property perspective in my company but by working with Guest Assistance I can get you certificates you can use anywhere.  Let me know how you would like to proceed and I'll get the ball rolling. I hope you had a great holiday!

 

From: ***** ***** [mailto:****************
Sent: Thursday, February 06, 2014 1:12 PM
To: *** **********
Subject: *******

 

2/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I stayed at Hampton Suites,on 3 occasions in August and October 2013. I picked the hotel because of on-line and video advertising and a large sign on the front desk counter which read, 100% Hampton Satisfaction Guaranteed.Hampton advertises friendly service and on the run breakfast bags. My 8 yr old granddaughter came for breakfast. I grabbed 2 breakfast bags and the front clerk stopped us and said the breakfast bag was only for guests. I was shocked and turned to her, saying, my granddaughter has to go hungry with no breakfast because she can't have breakfast with me. The clerk said that's right. I walked out of the hotel and took my granddaughter to *********. How can Hampton discriminate against a hungry child.Hampton advertised in an on-line video, and print advertisement, free, 24 hour, tea, coffee and fresh fruit. I'm a coffee and tea drinker so this was great. In the lobby, at this location, was a container of water with cups. When I asked about the tea, coffee and fresh fruit, the front clerk said, they don't let us do that at this location. I took this as false advertising. This perk was why I stayed at the hotel.The on-line video claims a customer can pick the size of the pillow they need. My king size bed had 4 small pillows the size of couch pilows. When I asked the clerk about this, he didn't say anything.Housekeeping was terrible. I found a yellow post-it stuck on the headboard, stating,"duvet covers and sheets are clean for your arrival". I was very concerned with cleanliness when I saw this and asked the clerk how often they change the sheets,she said, "every 4 days". No wonder my sheets were always wrinkled and not tight. I had dropped a small piece of soap in the tub and it was there for 3 days, so the tub wasn't cleaned. The toilets didn't flush properly in 2 rooms.These complaints, were told to the desk clerks. I asked for a refund because of the 100% guarantee but was refused. A Manager has to do that and all 3 times, no mgr was around. Isn't that convenient?

Desired Settlement: Full refund for all 3 visits. The hotel doesn't seem to listen to their patrons. I thought by complaining the next visit would be different, it wasn't.August 2, 2013 $460.80August 23, 2013 $307.20October 30, 2013 $256.58Hampton Suites guarantees a "100% Satisfaction Guarantee" and they need to honor their in print, on video and sign on front desk which clearly states, "100% Satisfaction Guarantee"

Business Response:

Please provide city and state of hotel

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]

 Complaint: *******

I am rejecting this response because:

 

BUSINESS IS ONLY ASKING FOR CITY AND STATE OF HOTEL LOCATION AT THIS POINT IN TIME.

HAMPTON SUITES

** ** ***** *****

********** ** *****

*** *** **** (PHONE)

*** *** **** (FAX)

Regards,

******** ******








2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a reservation 8 months in advance of my stay- I canceled 4 months later. Hilton Garden Inn located in ******* ****, NY is refusing to reverse the credit card charge. When I canceled, I sent an email canceling my reservations that included my confirmation numbers. I received an email back confirming receipt of my email cancellation. I receive so many emails from Hilton since reserving that I did not open the email confirming my cancellation. I read the subject line and was comfortable that the email cancellation with the confirmation numbers was received. What happened next is the hotel affiliate waited until the hotel reservation and then charged my credit card for $800. This is very unfair. As a consumer I should not have to go through hoops to cancel a reservation. I included the confirmation numbers in my cancellation request. I called immediately after receiving the charges and the Hotel refused to refund the credit card. I contacted my ******** ******* customer service where the charge was reversed twice, however the Hotel continues to fight this. I would appreciate intervention.

Desired Settlement: For Hilton Garden Inn to respect that ******** ******* agreed to reverse the charge twice. For the Hotel to acknowledge that the reservation was indeed canceled. For the corporate office to intervene.

Business Response: Please provide the confirmation number or Date of actual reservation

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was given a $75 Gift Certificate to the Hilton at ***** ***** (***** ***** NJ) from my nursery school class 4 years ago and I called every year to make sure it was still valid. I was assured it would never expire by the hotel representative. Much to my surprise when I went to redeem it last week I was told the companyu went BK and I needed to go to the state of Delaware site for unclaimed property. Obviously, it was a gift and my name was not attached as the owner. I feel that this is a total injustice to the children and their parents in my class that paid the money for the gift certificate and then have the Hilton Corporation steal the money with no intent to honor their obligation.

Desired Settlement: I would simply like my $75 gift card re-activated and allow me to enjoy the gift that was paid for by the children in my class.

Business Response: File has been created for hotel. Hotel will contact guest within 72 business hours

2/1/2014 Problems with Product/Service
1/29/2014 Problems with Product/Service
1/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am staying at the ******** ****** in *******, GA. I had a lady come to clean my room and she first stated she was going to take the towels first then come back. I had two diamonds eerangs that was by the sing next to towels and when I went to the bathroom later I only seen on which was put on the floor rudly and the other was no where to be fount. I talk to the manager downstairs and he stated he was going to call back but he never did I waited all day.

Desired Settlement: I want a refund or my errang back

Business Response: A file has been created and sent to the hotel. They will respond to guest within 3 business days.

1/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint against following: 1. Racial Discrimination - refused services 2. Unfair Business Practices and other violations of state & federal law. During my stay at the Hampton Hotel from November 20th through December 15th, 2013, I was subjected to the following unlawful and unfair business practices: 1. Racial Discrimination - I was denied services and was not allowed to extend my reservation/stay at the hotel after December, 15, 2013, for no legitimate reason. I was literally kicked-out of the hotel with no advance warning. Overall, I was treated very poorly by the staff during my entire stay at the Hampton Inn. 2. I did not receive the full services and benefits of my Hilton Honors Diamond (top ranking) membership, as I was entitled to. I believe that I was treated poorly by the management and certain front desk staff because of the color of my skin and race, African American. There is no doubt in my mind that this hotel would Not have treated a White female of the same socio-economic/status in such a poor fashion, as they treated me. 3. I was harassed and denied my right to privacy, late checkouts and/or late check-ins as afforded to other Diamond members, during my entire stay. This was done to me, in spite of the fact that I made the staff aware that I was ill and staying at the hotel while under medical care. Instead, I was awaken early mornings with calls from the front desk demanding payment and that I come down to the desk for new reservations prior to 11:00 a.m., despite the fact that I always made my new reservations in a timely matter through the Hilton Honors personnel, and Diamond Members are also permitted extended deadlines to renew reservations/check-out. On the majority of occasions in which I was harassed or disturbed by the front desk staff, my new reservation was always already in the system, but they would fail to check their computer system before calling me. 4. My credit card was abused and I was subjected to numerous over-billing and inaccurate charges. The front desk staff often billed my credit card without my authorization, as required, and they copy and pasted prior authorizations to new reservations, in violation of credit card regulations. The management refused to apologize for billing errors, even after it was determined that they had over-charged me by hundreds of dollars. The hotel then tried to marginalize the billing errors and refused to credit my card; instead they then applied refunds due to me to future stays -- and this was done AFTER they advised me that they would Not accept future reservations from me! They also had the audacity to use THEIR billing errors against me and stated that it was a factor in their decision to refuse me service, alleging that there was "problems with payment". When in fact the only problems occurred because they had either over-charged me and/or charged the wrong credit card. 5. The hotel staff is incompetent and unable to accurately handle multiple reservations necessary for me to fully utilize my membership points and benefits, resulting in higher cash payments and charges to me. 6. Defamation of My Good Name & Reputation - the hotel's sister property, the Hilton Garden Inn, which is dual-managed, falsely accused me of having owed them money for my stay there last year, from Jan 6th through July 13, 2012. When in fact, I had incurred similar billing problems with the Hilton over-charging me, but the matter was resolved last year and I paid ALL charges for my entire stay last year. Moreover, I was given a printout/receipt for the entire stay by the prior manager, Ms. Ashley, upon my final departure, which reflected a $0 balance. At no point and time since my final departure had I ever been notified by the Hilton Garden Inn of any alleged outstanding balance. The Hilton also alleged that I was "evicted" from the hotel. The new management of the Hampton used this false information to damage my good name and as a basis to r

Desired Settlement: I am demanding a Full Refund of ALL charges and payments made to the hotel. No person should be subjected to this type of demeaning treatment, human degradation, and racial discrimination. The Hampton Inn may have a right to refuse service to certain guests -- but clearly I am not one of those guests. I did NOT do anything wrong here. I am simply the victim of incompetent and unprofessional staff. The general manager, ******** ******, had the audacity to call me and state that "they were no

Business Response: Guest will not be receiving a refund. Hilton reserves the right to refuse service. The hotel refused service based on the behavior of the guest while at the hotel. The guest kept accusing property of racial discriminiation and the hotel felt it better to part ways with the guest - and not allow an extension of her reservations.

1/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I checked in at the ****** **** by hilton on the 18th of december and payed 849.30$ upfront for my 5 night stay. when I wanted to check out of the hotel the front disk person insisted that I have not payed anything and insisted that I pay the hotel 849.30$ in addition to the internet charges. They did not believe me when I told them that I have already payed and made several attempts to withdraw money from my two credit cards resulting with the bank blocking my account . After an hour of arguing with them they realized that they have made a mistake and promised me to cancel all the extra charges. few minutes later they told me that all the extra charges have been cancelled but they have made a second mistake of refunding me an extra amount and insisted that I pay them that extra amount in cash before leaving. I payed them the necessary money to bring my balance to 0$ and left but I have no way of verifying their claims until I receive and review my credit card statement. First, they caused me so much stress by asking me to re-pay an amount of 849.30 Second, they attempted to over charge my credit card without my approval (for an amount that I have already payed) Third, they claim to have over refunded me by 140$ and insisted that I pay them back that amount. Fourth, waisted my time and cause the banks to block my credit card and left me with the hassle of contacting my two banks to reviewing my transactions.

Desired Settlement: a compensation of 200$ for the hassle they caused and a confirmation that no amount was charged on any of my credit cards.

Business Response: Please provide the city/state of the ********** Hotel

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Name of business: Hilton Garden InnAddress: *** **** **** **** ****** *****, Utah, **************: *************Date & duration of stay: December 27th to 31st (four nights)Room #: ***This business advertises free local shuttle ride service.On the morning of December 30th, I requested a shuttle ride to nearby **** station to catch ski bus to ****. **** ski lifts open at 9 AM, so I wanted to catch the 8:03 AM ski bus(#***) and arrive there 8:55 AM. I made the request for a shuttle ride with a guy at the front desk at 7:35 AM and told him that I have to catch the ski bus at 8:03 AM at **** station. He told me that the shuttle will arrive in 10 minutes and that there was one lady who was already waiting for the shuttle, but she was going to a place just around a block, so should not be a problem.The shuttle did not arrive until 7:55 AM, and I told the driver that I have to catch 8 o'clock ski bus at **** station. The driver ignored me and started off toward the mall area, trying to find the place where that lady wanted to go. The driver nor lady did not know where this place was. So I asked the driver again if he can take me to **** station first. He did not answer my question and asked the lady if he can go to **** station first. She agreed, and finally he took me to **** station. When I got off and asked people at bus station, they told me that the bus already left. It was four minutes past 8:03 AM. I called the hotel and asked for a ride back to hotel, since the next ski bus to **** was at 9:13 AM, which was about an hour later, and I didn't wanted to wait in cold. The driver from ******* Inn hotel showed up ten minutes later and took me back to Hilton Garden Inn. The guy at front desk didn't seem to be apologetic at all. When I requested to see General Manager, the Assistant General Manager(?) showed up, took my phone number, and told me that General Manager will give me a call later when I come back from skiing. I did not get any call or message from General Manager.This whole experience is completely unsatisfactory. Hilton Garden Inn employee's ignorance costed me an hour and ten minutes of my skiing time, especially early in the morning when trails are freshly groomed. I flew all the way from *** ******* area for my once-a-year ski trip, and an hour and ten minutes of skiing time is priceless for me, and Hilton Garden Inn at ***** ruined my ski vacation.

Desired Settlement: For ruining my ski vacation, Hilton Garden Inn should refund entire cost of stay and the cost of ********* for December 30th.

Business Response: File has been sent to hotel

1/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attended a preview at the Hilton ***** ******** located in *** ***** on June 1, 2013. I was issued a certificate for a one night stay at any Hilton. I used the certificate on November 15, 2013 at a ******* ***** Hotel, a Hilton brand hotel. I completed the certificate information and submitted to Hilton. Today, I received a post card stating that they would not honor the stay because it was not a Hilton Hotel. I checked the certificate and it does not indicate that it has to be a Hilton Hotel only. In fact, the certificate states: We are plesased to present to you a rebate for one night stay at any Hilto Hotel in the U.S. - maxiimum value is $200.00 USD. No where on the certificate does it state that any other hotel under the brand would not be an acceptable redemption. I feel that Hilton is being less than honest about the rebate.

Desired Settlement: I would like the rebate as advertised in the amount of $133.28.

Business Response: File has been sent over to Hilton ***** ********* ****. Please allow 7 business days

1/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account was debited for $200.10 on 12-18 form this company. I called to see what was going on and they said I made reservations for there hotel on a 1800 number. I never made reservations or called a 1800 number. Ive never traveled out of north and south Carolina. I have no reason to book a room all the way in NJ that's ridicules. I have a Hilton honors account that has all my information including credit card info. I never verified or authorized this transaction. They told me I had to show prof. No I'm the victim they should show me prof that I called in. My card is on fill at different locations I don't know if my account was confused with someone else or what happened. I have always had high expectations for Hilton and always support Hilton. I have the silver card I've never had this happen before. They seemed to not be concerned and acted as if I was in the wrong. ******* ******* 12-18, ******* ***** 12-20, ******* ******** 12-16, ******** ******** 12-16, they all sent automated emails. No one picked up the phone to call.

Desired Settlement: Refund money back to credit card.

Business Response: If guest feels they have a fraudulent charge, they will need to contact their financial institution.

1/9/2014 Problems with Product/Service
1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 8, 2013, I attended a time share presentation at the Hilton Hawaiian Village Waikiki Beach Resort and was told that I would receive $100 in Hilton dollars and 40,000 Hilton Honors points. I was given the $100 in Hilton dollars at the end of the presentation and told that the points would appear later. On August 11, 2013, the 40,000 points did appear in my Hilton honors account. In October when I logged on to make another Hilton reservation, the points were gone. I was in e-mail contact with ******** *****-****, who indicated that she was checking on the issue, but she has since failed to respond to e-mail messages.

Desired Settlement: I would like the 40,000 point redeposited into my account.

Business Response: File has been created and sent over to HGVC for contact.

Consumer Response: I certainly accept that a file has been created and sent to HGVC for further assistance but I do not accept that as final resolution to this complaint.  Thank you
 Complaint: *******

I am rejecting this response because:


Regards,

******* *****

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the 9th and 10th of November, 2013 my family and I stayed at the "Doubletree Hotel" located at "**** ***** **** **** **********, California, Room ****". As "Diamond Members", my family ("we", "us", or "our") and I ("me") chose to utilize our membership credits towards our reservations and an "family, upgrade room". Unfortunately and unexpectedly, our stay was nothing but unpleasant on many circumstances. Our room was far from being an upgrade, hotel staff was insolently condescending and the hotel was unaccommodating overall! The room had a faint, mephitic smell and missing the basic accommodations such as towels and a "bathtub plug". My wife contacted the front desk to report the problems. 38 minutes later, Hotel "Housekeeping Staff" delivered three large bathing towels, one portable refrigerator and "duck-tape" as housekeeping instructed my wife to use in place of a water plug. Not only was this an insult but very condescending In fact, Housekeeping NEVER returned to rectify the mishap.At approximately 4:38 am, while my family was sleeping the hotel fire alarm directly outside our door sounded off only to discover that it had been a "false-alarm" and/or "prank" according to neighboring hotel guests. A Firefighter confirmed that the alarm was a "false alarm" and appeared that someone had deliberately pulled the alarm as a prank. My children cried in fear. Again, my wife contacted the front desk in hope of finding an suitable resolution. Instead, the front desk receptionist instructed my wife to contact the manger in the morning. To make matters worst of all, we were met with effrontery while Dinning at Doubletree Hotel and by receptionist, "*****". ***** was completely rude and unprofessional towards me and my family! On several occasions ***** misguided us, argued with me in a hateful tirade and ultimately made my child cry as she took away my child's breakfast box. As I attempted to resolve this matter amicably, my complaint was flouted on all instances.

Desired Settlement: Hotel staff seemed very callous of their lack of customer service. As these problems perpetuate, we have grown beleaguered by poor service and treatment by Hotel Staff. Thus, I am requesting to a full credit for a week stay at any Hotel within California.

Business Response: Guest will not receive a free week.  Reservation was for one night.  File has been sent to hotel for review

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]

 Complaint: *******

I am rejecting this response because:


Regards,

**** *********



1/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email about a promotion for 250 ***** **** to stay a minimum of two nights at Hilton Hotels. I registered for the promotion and stayed my two plus nights as required and never received the 250 ***** *** points that the promotion promised. I contacted customer service and they refuse to honor the promotion. I feel as though I was baited and switched into staying at their hotel and want them to make good on their advertisement or refund me for the hotel stay. My Hilton Honors number is: *********. The promotion link is: HHonohhonors.com/********

Desired Settlement: The easiest thing to do would be to just give me the 250 ***** **** the promotion promised, but if not, then refund me for the hotel stay since I only stayed there based on the *** promotion and would have stayed elsewhere at a cheaper hotel.

Business Response: We have requested an exception. Please allow 30 days to see if we are able to honor request.  We are unable to refund stay if miles request is not honored.

1/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We had a reserved room (******* on ***** *****) - with an emailed reservation confirmation #********. We showed up to checkin to our room, some traveling over 3 and half hours, to find out they had given our room away. We received no notice of this, and our confirmation made no mention of our reservation having stipulations that would allow the hotel to give it away to someone else. We were shocked to find out this occurred. !0 of us showed up to check in and have no room - because the hotel just gave it to someone else. We also were paying the same advertised rate that was listed on the website! So its not like they made more money off the next group by giving them our room. I sent an email to Hiltons Corporate office and have not received a response. Because of this I am formally lodging a complaint through BBB and posting my review on every website I can find. This is clearly false advertising.

Desired Settlement: I feel we were not given what we had reserved in the form of the room. We did not get accommodations for the 10 of us nor was an alternate offered or provided. The business did not hold their end of the bargain according to my confirmation for the hotel room. We were not given a comparable replacement, we were not given a replacement at all. I was told it can take several days to even release the credit card hold - this affected me tremendously when trying to find other lodging that weekend.

Consumer Response:

A courtesy stay for a comparable value would be my somewhat desired outcome. An apology would also be nice as it has been almost a month since I have contacted Hiltons customer care without a single response from them.

The lack of concern from Hilton for a customers satisfaction is not a proper way to run a business.

Business Response:

File sent to hotel for response. Please allow 72 business hours

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CS rep ****** *** ID # ***** refused to help me with my Hilton Honors account. All info in account was incorrect and she refused due to BOGUS security questions that I don't k now the answer to. TOTALLY RUDE WOMAN! my act # *********

Desired Settlement: Look up my account and help me use my rewards!

Business Response:

BBB ID # ******* / ***** ********
Inboxx

**** ******* <***********************>
1:23 PM (13 minutes ago)

to me

Hello  ********,
 
The BBB complaint id # ******* from ***** ******** should not be against our business.  **. ******** has never stayed at our hotel (Hilton Garden Inn Philadelphia Center City).  I did call Hilton and found out that she did stay at the Hilton Garden Inn *** ***** in *** *** California on June 18, 2013 and also stayed at the Hilton Garden Inn ******** **** Hotel in ** ****** California on September 12, 2013.  Thank you very much for your help and please let me know if there is anything additional information you would need to close this case against our business.
 
**** *******
General Manager
Hilton Garden Inn Philadelphia Center City
1100 Arch Street
Philadelphia, PA  19107
Direct: ###-###-####  Fax: ###-###-####
Cell: ###-###-####
***********************
www.philadelphiacentercity.hgi.com

12/30/2013 Advertising/Sales Issues
12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed at this place and it was horrible! The place had a dirty bathroom, was told that the staff would clean it IF they can. Went out and came back to the small room and it was cleaned (no more feces in the toilet) I took a shower, and was about to go to bed and the toilet was continuing to run, so I went to shut the bathroom door because the room was so small that all I could hear was the toilet running, when I shut the door the mirror on the door fell. My boyfriend grabbed me to get me out of the way and his arm was sliced by the glass and my foot was cut as well. I called the front desk again and told them that the mirror fell and that we needed someone to come clean it and we needed something for my boyfriends arm that was hurt. The woman said, OH I GUESS WE WILL HAVE TO CHANGE YOUR ROOM NOW. So they changed our room to a bigger room (same money-was NOT an upgrade) and gave him band-aids. He did not want to go to the hospital at that time, he wanted to see if it would stop bleeding and my foot just had to pull the glass out and wrapped it up. The other room was still not the best but we only had to deal with it one more night.When we were leaving we asked for the General Manager and he was "unavailable". So I called and left messages and he called me back. *********** ****, he apologized to me and told me that he would reimburse me the points back to my card for our stay and asked what else could he do for me. I said an extra night added to my card would be nice.(I am getting married and would help)He said "that's it, NO PROBLEM!" This was in October. Now December, I went to look at my points on my reward card and see that he only placed ONE night on. We agreed to 3. I called him and he LAUGHED AT ME and said, "I WOULD NEVER GIVE YOU YOUR POINTS PLUS AN EXTRA NIGHT, YOU'RE CRAZY!" I told him how dare he speak to me that way! I was going to report him to the BBB,again he laughed and said "ha ha OK!" I am so upset, hurt and embarrassed he made me feel like I was a liar.

Desired Settlement: I would like him to keep his word.I had to be laughed at to get the 20,000 placed back. He did tell me he would give me an additional night that is an extra 20,000 but since I had to endure his rude comments,I am requesting 2 more nights (40,000) credits. He belittled me and made me feel like I did something wrong. I was there to visit my fathers grave! My boyfriend and I were hurt. DID NOT SUE THEM. He was rude, nasty and I did NOT deserve to be treated that way. He should be FIRED!

Business Response: Please provide city, state, and exact hotel for further assistance.

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]

 Complaint: *******

I am rejecting this response because:
you requested the city, state and exact name of the hotel.

******* *** Express

**** ******* *** ***** ****** ****** PA *****

Regards,

***** **********








Business Response: We are not associated with ******* *** or ******* *** Express.  We are Hilton Worldwide.

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First let me start by saying i have made multiple attempts to resolve with corporate and the hotel, but cannot even get a return call from the manager. Corporate says hotel needs to resolve but they refuse to call me. Hotel is hampton inn hollywood. 2500 sterling road. Problem 1-Trip started with me arriving at hotel and waiting 10 minutes for elevator with my heavy bags. I walked up to the hotel desk and said, is elevator broken, they said" oh yes its broken sorry they didnt tell you when you checked in. After lugging all my bags to the 4th floor i get to the room and it stinks like smoke. Room has sink running, and long brown hair on the sink. I later also found a hair on the pillow also. On the second night after checking out i went to parking lot and my car was gone. I went into the lobby and guy disappeared after he saw me go to parking lot. I went back out and found my car on the other end of the lot. I had to get to work so i called back and hotel admitted they towed my car by accident, but returned it in the middle of the night. At first they acted like i was crazy until i kept asking. Then they admitted what happened. The staff member said, sorry we didnt return it to the same spot! Then they told me they would give me one free voucher. I told them i wanted 2 for both night which were horrible. The manager said she would return my call. She never did. I called back, and she said. We are not giving you anything. Make a police report. This staff refuses to resolve the issue of violating my personal property. There is no signs in the parking lot saying its a tow away zone. Only a sign that says guest parking. I guess i was not a guest. They do not inform you when you check in that they tow vehicles. Still waiting for a call from management to resolve issue. Problem 2- i reserved hotel with a major credit card of my own. I changed the bill to my company's card on the first night. On the second night i bought a soda with my debit card, and the hotel somehow charged the room and everything to my debit card with no authorization. My card was over drafted because i had several payments that needed to go through on that account.

Desired Settlement: Since my entire trip was ruined, i want a chance to enjoy myself in another hotel.

Business Response: Guest's car was towed as the parking sticker given was not visible.  The tow company provided pictures validating this.  The hotel offered 1 free night which the guest declined.  Should the guest wish to accept the one free night, he will need to contact the hotel back and advise.  We are unable to comp both nights of this stay.

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]

 Complaint: *******

I will accept this response if the one night certificate is sent to me.  I refuse to contact the staff at the hotel.  Last time we talked to them they said they will not do anything for us without a police report.  I am willing to accept the one night but only if sent to my address.  I am still waiting for an apology for this hotel for charging my debt card and over drafting it instead of the provided major credit card.  I was told on numerous occasions that i would recieve a call from the GM to resolve and never did.  Please email me to get my home address.


Regards,

******* ******





12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did not receive the notification, that I was promised, from the Hampton Inn management about a room that I had cancelled. On Nov. 17, I made reservations for a room at the Hampton Inn, in ***** **** Indiana. On Nov. 19, I had to cancel the reservation due to work issues. When I went to cancel the reservation, I was told by the management (of the hotel and by Hilton Hotel's management) that I would be charged for the room. The rate for the room that weekend was almost double the normal rate, it was Notre Dame football weekend. I was told that I had to give notice two weeks ahead of time, if I was going to cancel my reservation. I did not even make the reservation two weeks ahead of time, how can that policy pertain to me? When I received my confirmation of my reservation, there was no indication of the cancellation policy on the confirmation email. On the day that I called to cancel, I was told by hotel management that my room would be put back on the hotel reservation list. When I looked to see if it was on the hotel reservation list, it was not on there for that weekend. I was also told that someone was going to notify me that Friday (Nov. 22) or Saturday (Nov. 23) if my room was not taken by someone else. NO ONE notified me, I could have at the very least offered the room to someone else myself. Also, I looked at the hotel policy for Nov. 23 and there was a same day cancellation policy that stated there were no cancellation fees if the room was cancelled prior to 6pm that evening. How can I be given a different policy? I think the hotel takes advantage of families wanting to get together on Notre Dame football weekends.

Desired Settlement: I feel that I should not be charged for the hotel room that I had reserved on November 23/24 at the Hampton Inn in ***** ****, IN. I want my money back, plain and simple.

Business Response: The hotel has advised that they are unable to refund the reservation. We stand behind the hotel's decision at this time. We apologize for any inconvenience.

12/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I upgraded to a ******** ******* Surpass Credit card. I was suppose to get 50,000 bonus points after I spent $3,000.00 the first three months of the the new card. Besides that I was to be award a little over 26,000 for normal purchases for that months use. Hilton honors is rejecting the points that ******** ******* has submitted to them. NOT only that but I have emailed and called Hilton HHonors multiple time and have been told I would receive a email and a call back and I have not recived one. They have not promised what they said they would do in the time they said they would do it and that is what frustrates me the most and the fact they are rejectting my 26,000 points from ******** ******* Here is a reference # that Hilton Hhonors has created for me. *******

Desired Settlement: I want my ******** ******* point added and an addtional amount for the time I spent on the phone with them and got nowhere most the time.

Business Response: ******** ******* was experiencing issues with transferring points to Hilton.  Points were eventually transferred and posted on 11/21/13.  A total of 76,585

12/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CLAIM **** ******** We do not understand your rejection of the Spend A Night On Us Certificate. We were prompted by Hilton to visti the your Hilton location at **** *** ***** **** *****, Las Vegas, NV *****. The promotion guaranteed us the $200.00 Spend A Night On Us Certificate plus 15,000 Honors Points if we stayed at the Hilton and went to one of your promotion programs for 90 minutes. I paid $166.88 for the reservation. Both me and my wife attended the 90 minute presentation of your program and toured the resort. This turned out to be more like a two and a half hour sales pitch, that became more and more high pressure, to buy into something we had no interest in. When your sales people finally got the message, we were given the Certificate, that was worthless until approved by you. Now you say the cerificates won't be honored. I'm not sure if this is bait and switch or just a pure B.S. program. We had to present the certificate within 30 days of receiving it. We received the certi'ficate on 10/06/2013 and it was mailed to you on 10/22/2013. The delay in getting the certificate mailed earlier was a note I found in your 'fine print, that said we had to include a copy of our receipt. It took several long distance phone calls to your Hilton accounting office to get any receipt and the only one received was for the two local calls we made from our room. We had planned on using your honorred certificate for one night, during a three day visit over Christmas. Due to your rejection and now additional delays, we have had to make other plans, to be sure we will have good reservations. I am attaching all documentation again for your review and hopefully acceptence of the Certificate we were given and earned in good faith, for following your program guidelines and rules. Also please tell us what these 15,000 HHonors Points are good for, or is that just another worthless piece of paper. *** * ****** **** ********** **. ******, ** ***** cc: Better Business Bureau of Metropolitan Dallas see attachment

Desired Settlement: Unspecified

Business Response: There is no way to contact guest as he has not provided telephone number or email address

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked this with my hilton honors card, when arrived i walk in with my 2 and 4 yr old, to a loby full of intoxicated people, was told by staff "this is a business hotel" dont bring kids. Then was charged to much for 2nd night, when I asked she said it was charge, then told me that she put hold on cc/ for any overcharges, but they charged my card $25.00 2x's this caused overdraft of $35.00 each, yes I got the $25. back but not the overdraft they caused. Then I was treated poorly over and over told to "get a life" when I asked about why the pool was closed, then I had to book again the next weekend I was there on business, hoping it could be not the same, this was worse, I paid with cc/ for room for 2 nights, had my children again, this time my grandson was approached by a drunk man, pushed out of the elevator, i was then told by a older woman at the desk to say somewhere else this was for business people, then when I got up to go down for breakfeast, I was told by staff to take my kids upstairs they dont belong down here, this is for busines people, comeon I paid for this. After this I was upset, was told again to book elsewhere. When I got home and checked my cc/ they charged me 2 times the day I got there, then again on 2 days after I got home they charged me full price again. This is just not they way it should be. I contacted Hilton HOnors, filed the complaint with them, I was emailed by the staff at the hotel, never got an Im sorry, never got paid back for the overcharge, the just kept talking abou the 25.00 hold, never reading my complaints at all. Never telling me "sorry" about how I was treated. I was offered 2 day coupon at the same hotel, now there is no way I would ever stay there again, or 25000 hilton honors points, (this is not enough to even cover 1 night, I emailed them several times to get the taken care of, with no reply. Hilton itself only emailed me once. No reply.

Desired Settlement: I eather want my money back, or points to cover stays to make up for the 4 days I was there in total. I am not asking for anything else just this. I was mistreated badly by staff, and had money stolen from my bank account.

Business Response:

Unfortunately, we are unable to grant the guest back 4 nights.  She can either receive the 2 nights at the hotel or 25k points.  She will need to email the hotel back, as they did email her, to let them know which she would like.

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]

 Complaint: *******

I am rejecting this response because:


Regards,

****** ********





business has a 100% guarentee

12/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I checked into this hotel on 11/30/13 for a 2 night stay. The charges were going to be $221.76 for those nights. I stayed only one night and was refunded the unused night in cash at checkout on 12/1/13. I reserved the room with my debit card so it was required that a hold be placed on the funds. Hilton garden held the amount of 443.52 which was double what it should have been. I called the hotel and was directed to ** ***** ******* (guest services supervisor). He stated that the correction will be made to release the amount of $443.52 and instead hold $221.76 instead.He stated that this may take 24-48hrs even though it was there mistake. The $443.52 was released and the $221.76 was then placed on hold instead. I questioned why my funds were being held eventhough Hilton Garden had already taken out the payment due of $221.76 on 12/2/13. I was told by **. ******* that the $221.76 hold will be released in 24-48hrs and that it is up to my bank. My bank ********* Credit Union in New Orleans stated that it was up to Hilton Garden to release my funds. The overage of funds held caused me to be late paying an obligation that was due. The funds are still being held and it has been 24-48hrs already.

Desired Settlement: I would prefer a reimbursement for my issues. I will never stay at a Hilton Hotel again

Business Response: Please provide city, state, and specific hotel for further assistance.

Business Response:

Here is the response from the hotel:

 

12/5/2013 4:04:45 PM *** Guest has confirmed that the hold has been released on the account

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]

 Complaint: *******

I am rejecting this response because:


Regards,

******* *******

I do reject the response because the issues was that they had a hold on double the amount that should have been held causing me to have other issues with other bills that were due. The manager could have at least given me rewards points for there error and my having to explain to my creditor why I could not make my payment as scheduled . I was told by the manager, *****, to come back if I were in the area again. Really???? NEVER!!!!!!

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I spent our honeymoon night at ****** **** Casino and resort booking two rooms at the Hampton Inn attached to the casino on 11/8/13. We took our son and his girlfriend along as well. We went to the ****** ********** concert, gambled, ate at their restaurants, etc. After a night of fun, we awoke at 2:30 in the morning to find our bed infested with bed bugs. We went down to report it to the front desk and were treated very poorly. The woman took several steps back and told us not to touch anything, or contaminate other areas. We told her we had been drinking and that is why we planned on staying in the first place. All she could say was "I'm sorry, there's nothing we can do." This was NOT our wrong doing. The hotel is completely at fault for this infestation and unclean environment. We are disgusted that our night, not to mention our wedding night, ended in such a disgusting manner. We have had to treat our vehicle, which is brand new, and had to throw away all our clothes, to not infest our home. We are absolutely in awe, how poorly we were treated and shoved out the door with no where to go except drive home 2.5 hours after we had been drinking and spending money all evening at their facility.

Desired Settlement: DesiredSettlementID: Other (requires explanation) We want refunded all our money that was spent, (not just our hotel rooms) including the concert, food, traveling expense and for all the clothing we had to throw away for all four of us. We want our vehicle and house treated for precautionary measures. We also want a settlement for mental anguish and suffering. Lastly, we want every single hotel room occupant of the night of 11/8/13 notified that they could have been contaminated as well.

Consumer Response: In regards to our complaint,  our desired outcome is that the Hampton inn notifies all hotel customers that have stayed in room *** for the several weeks prior to 11/8 as the kdhe report reflects that room had been infested for numerous weeks.  We would also like a formal apology by the hotel manager and president of the company.  

Business Response: Please provide us with the city and state of the Hampton Inn

Consumer Response: In reference to complaint, hampton inn  location is ******* ks at the ****** **** casino and resort.

Regards,

******* ***** *************

11/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Created a reservation using Hilton Honors points, Checked in and stayed one night and my Credit card shows 50.00 charges for indcidentals on a one night stay. How can I be charged for days of incidentals and stayed at the hotel for a matter of hours? I called the hotel for more information and they told me my card had been declined! If my card was declined how was I able to stay, Secondly if my card was declined why are there charges appearing from the hotel?

Desired Settlement: I would like the 50.00 charges reversed as well as the points I used be credited back to my account!

11/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 10/04-10/05 CONFIRMATION NUMBER : ********** Hilton ******* ******** ** - MISSING STAY POINTS 08/16-08/17 Confirmation # ******** Hampton ***** **** ******, TX - Over Charged 20,000 points 07/13-07/14 Confirmation # ******** Doubletree *******, GA - Missing Stay Points 11/27-11/29 Hilton Garden Inn *****, TX - Missing Stay Points The above stays have not been recorded for any rewards points and the ****** one I was overcharged 20,000 points. I have tried over and over to get this corrected and Hilton Honnors continues to give me the run around with no resolution.

Desired Settlement: I would like my points replaced. I stay 80-100 nights a year with Hilton Properties and it seems that this continues to be a problem and not corrected. I would like a phone call with a resolution. Greatly appreciate your time.

Business Response: 20k points were credited back on 10/14/13

11/21/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service
11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to make a reservation and I was asked to pretty much shut my one year old up. I WAS HUNG UP ON AND CALLED AN IDIOT IN SPANISH. I FILED A COMPLAINT WITH CORPORATE AND WAS PROMISED A BE MY GUEST CERTIFICATE. THAT WAS THREE WEEKS AGO!!! I never recieved it I called today and wendy told me she didnt know what I was talking about!!If you promise complimentary nights just to shut people up it isnt going to work this time!

Desired Settlement: I want the be my guest card as promised !

Business Response: There is no complaint in our sytem for this guest.  Unfortunately, we are unable to issue a free night certificate.

11/14/2013 Problems with Product/Service
11/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Booked a 'guaranteed room' at this hotel and paid with 15,000 HH points. Hotel could not provide the room and failed to refund the points. Booked room at this property on the Hilton Honors website for Saturday, October 12th, 2013. Upon arrival the room provided had a non-functioning toilet. Requested another room, told none available and plunger would be used to clear toilet. They were unsuccessful, soiled entire bathroom in process. Then without telling us, knowingly sent us to a smoking room, even though non-smoking was on our profile and I'm allergic to cigarette smoke. The clerk purposely jeopardized our health when he could have simply said I only have a smoking room and the we could have declined. We moved to another property using double the point paid for this property. The points paid for this property were not refunded to us. Hampton Inn **** ***** *** *****, TX ****###-###-#### fax ###-###-#### ****************************

Desired Settlement: Reimbursement of the 30,000 HH points we had to spend on another room at another hotel because this hotel failed to honor their guaranteed room policy.

Business Response: The 20k points will be returned within 7-10 business day.  The 30k points guest used at other Hilton will not be returned as he was asked to leave the Hampton Inn due to him yelling at the staff.

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]

 Complaint: *******

I am rejecting this response because:
The busienss didn't bother to get customer input -- only accepted their employee view.  I was not 'yelling' at their employee.  I was absolutely speaking with emotion as it became evident the employee knowingly sent someone with allergy to cigarette smoke to a smoking room.  I did tell him with his attitude he had no business in this line of work.  I would think the hotel owner would be concerned as well given this type of indifferent employee will eventually get them sued for negligence in purposefully endangering a hotel guest.

Regards,

***** ****








11/9/2013 Problems with Product/Service
11/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 4th 2012 I checked in the Hilton ****** *** *********. The front desk representative was very rude and told us that our daughter was unruly at that time. Given that he would be nothing more than a momentary portion of our stay I ignored him and we went to our room. The room was dirty and the beds were very soft, almost like laying on a sponge. I phoned the front desk and was told that there was nothing they could do. We proceeded to check out immediately and requested that our stay be cancelled and our points be refunded. The desk clerk told me that our points would be returned, however as we left he hurled an insult to my wife that she was fat and that is why the beds were uncomfortable. Until this week I had not reviewed my Hilton points because I was planning another trip and had hoped to use my points. To my dismay, the points were never returned. I phoned Hilton to request rectification. I spoke to ******* and she stated that I would have to speak to the location directly since it had been over a year since the points were deducted from my account. I called and spoke to ********, the site manager and she stated that no notes were made on my account at the time of our stay and she refused to return the points on that premise alone.Given the rudeness of the check-in desk I feel certain that he purposefully made no comments on our account. He also refused to give me a receipt at the time we checked out stating that there was not a receipt to be given since we were not actually staying in the room.

Desired Settlement: I am requesting that the 60,000 Hilton points be replaced to my rewards card on the basis that the hotel was unable to accommodate my stay at the time I visited their location.

Business Response: Points have been added back to guests account.

11/5/2013 Problems with Product/Service
11/4/2013 Problems with Product/Service
10/30/2013 Problems with Product/Service
10/30/2013 Problems with Product/Service
10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear ***. ****: I ******* *. ****** **. booked a reservation at the Embassy suites ***** airport location on 07/09/2013, I was referred to the hotel by a representative at another Hilton located in ***** and I called to book my reservation in which I was quoted $103.00 per night. When I arrived at the hotel after driving from ******* I learned that there would be a $19.00 paring charge that I was not informed of when I called to book my reservation. However, I elected to stay at the Embassy Suites because I was tired and was about to attend an event in *****. When I arrived and took possession of my room the balcony door was not all the way closed, there were bugs on the bed and the iron did not work, there were flying bugs in my room so I quickly got dressed and left for my meeting in *****. I returned at the hotel at approximately 12:00 a.m. from my event and noticed that I did not have my cell phone, I was told by a representative at the front desk that there would be no charge to call my cell phone to try and locate it. I made several phone calls to my cell phone which is the same cell phone that I had given the representative when I booked my reservation. I eventually found my cell phone located under the couch and the reason that it did not ring was because I had the phone on silence. So at approximately 6:00 a.m. after I proceeded to leave the hotel and board my flight I received a bill in the amount of $134.00. However, I noticed that the total charge was $206.00 in which $76.00 was billed for phone calls that I was told I could make to locate my cell phone. When I arrived back from Mexico I stopped by the hotel and a representative printed me out a bill that states the departure time was 2:23 P.m. which is inaccurate because I checked out at 6:00 a.m. I did not stay at the hotel a total of 12 hours, I did not sleep in the bed because bugs had invaded the room, so I left and stayed in my car driving through ***** to ensure that I did not miss my 8:00 a.m. flight and had decided that I would deal with the issue when I returned to ***** on 07/15/2013. No manager was available and I waited the lobby for a manager to return from break. I was then told that I would receive a call back from management in which no manger ever called me back to my knowledge. I informed the front desk clerk that I had left my cell phone charger in the room however, she stated that it was no where to be found in your lost an found department. I will dispute the telephone calls because no one told me that it would a charge of $7.00 per call for a minute in which I never made contact with my cell phone, the reason that the phone fell in between the couch is because I was trying to iron my clothes and dodge bugs, the iron never worked so I went to my event with wrinkled clothing. I stay at many embassy suites in different states and I stay at many Hilton hotels, I was only in this hotel for approximately 11 hours and 52 minutes and it was the worst experience I have ever encountered. Bugs in the room, bugs in the bathroom, and bugs in the living room, they started to surface and it made me feel very uneasy about sleeping in that room, then I lost my cell phone and left my charger in the room. Why would I dial my own number except that I lost my phone that I called to book the reservation with, there was no telephone charge information available in the room that I visibly seen, and the front desk should have informed me that the price would be high to dial in an attempt to find my $700.00 Samsung Galaxy Note telephone. This is an injustice and with the total experience I will never stay at another Embassy suites, I ended up book another hotel on 07/15/2013 to reside in once I returned to *****, I was going to give the Embassy another try but I did not like the fact that I sat in the lobby for an extended period of time to speak to a manager and no one was available. Before I dispute the entire transaction with my bank, especially the phone.

Desired Settlement: Refund of my money for unjust billing practices and unsanitary room conditions.

Business Response: File has been sent to hotel. PLease allow 3 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]

 Complaint: *******

I am rejecting this response because:

There is no message from the business. The message is blank


Regards,

******* ******








Consumer Response:

***. *****: 

The business response is unacceptable. I originally contacted the hotel on 07/15/2013 and I gave the hotel 30 days to respond before I filed a complaint. At this point when you originally sent the message about the hotel responding within (3) days those three days have already past. I have stayed at other Hilton Branded hotels since this incident has occurred and I never ran into the problems that I encountered at this Embassy Suites, and I have stayed at many Embassy Suites in the past. I am curious to see what the business response will be.

******* *. ****** **.

Business Response: Guest advised the front desk that he called his cell phone because he forgot where it was left in the room. No mention of bugs to the staff while at the hotel. No refund will be forthcoming.

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]

 Complaint: *******

I am rejecting this response because:

I am awaiting the terms of resolution that the business is proposing.

Regards,

******* ******








10/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 26th, I checked into the ********-*********** Embassy Suites and had an awful experience. I have contacted their customer support service via email requesting a complete refund of all charges and have yet to hear anything from them. It has been a week since I contacted them in writing via email and no response.

Desired Settlement: I wish to have all funds charged on the card refunded.

Business Response: File ******** was created on 10/7. Please allow 3 business days for response.  If you have not heard from the hotel, please call ###-###-#### and reference the file number.

10/18/2013 Billing/Collection Issues
10/16/2013 Problems with Product/Service
10/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family stayed in Hilton ****** ******* in ********, HI, from 8/17 to 19 for a vacation (confirmation: **********). One 8/19, we reported two issues to the hotel front desk: one is cockroaches in room everyday; the other is that my 12 years old son, ****** ***, got injury by the sharp edge of the steel soap holder on the wall of the bath tub on 8/19. The hotel agent said that many people saw the cockroaches in room and a few people reported similar injury cases already. She said it was normal to see cockroaches in room because of the summer season. 1) Cockroaches issue: Hilton ******** village hotel is a FIVE STAR hotel. It is not a $20 per night small hotel. Why could not keep its rooms clean? We had to stay with cockroaches for vacation. The hotel agent thought it was normal in summer. 2) ****** ***'s injury issue: ****** got a 1/4" X 3" huge bleedy scratch by the steel soap holder with sharp edge. He is only a 12 years old kid. He suffered terrible pain. When we reported his injury to the front desk, the hotel should at least send a nurse over to take care his injury, so that he would not get infection. Because his injury and pain when moving, our family vacation got suffered. To have a family vacation in Waikiki beach from Los Angeles is very expensive and important to our kids. But we got very bad experience in the Hilton hotel. The room we stayed is room ****, a FIVE STAR HOTEL executive room. We should expect a wonderful vacation instead of miserable one. The hotel front desk passed the case to manager. The manager said it was not his responsibility and passed the case to security office. The security said it was not their responsibility and passed the case to insurance company—********. The insurance said that they would not like to handle the hotel room cockroaches issue and do not handle any hotel injury case either if no medical bill. They said that the hotel shall handle the case. It is already four weeks. No one is willing to give us an answer. Please help us solve this problem. Thanks.

Desired Settlement: Solution for these two issues

Business Response: Per the hotel, the guest reported roaches at check out. As a goodwill gesture, the guest was given $50.  Guest wanted compensation for his son's injury- which is always handled by the insurance company.  As the insurance company is now involved, we are unable to intervene.

10/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My debit card was charged after the room had already been paid for by my employer. Then when the money was refunded the charge was done again. I stayed in the Hilton on June 20, 2013 while on a business trip. My employer had paid for the room before I got there. When I checked in they asked for my card just to hold onto just in case there were room charges such as room service. I did not think any thing of this as this is normal practice and I did not have the company credit card. While there I ordered room service but paid cash so when I checked out I did not think anything of the fact they had my credit card info on file. A couple days later my wife noticed that we were charged for the room itself when we shouldn't have been. I immediately called the hotel and was informed that not only did they charge my card but they charged my boss' card as well. I spoke with the manager and was assured that I would be refunded the money within 72 hours. Approx 5 days later the money was not there so I called back. The manager that I spoke with was not in and I was told I had to speak with him as he was the one who was supposed to do the refund and didn't. I called back on Monday July 1, 2013 and was once again told the money would be there immediately. On July 3rd my wife once again looked at our back account and noticed that the money had been returned but that the card had also been charged again. Not only have I personally been charged now twice but I was also charged a different amount than what my boss paid through *********.com. (Reservation #*********) which states the room was $89.00 and I was charged $209.79 two times.

Desired Settlement: I feel that this location has handled this situation all wrong and has not offered any compensation other than refunding the money when it is convenient for them. It has now been two weeks and there is still nothing resolved and I would never stay at this location ever again. I would like my money refunded and some sort of other compensation such as a couple free nights stays at some other location other than this one.

Business Response: Please provide hotel city and state for further assistance.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I arrived in ***** on Friday morning & taxied straight to my hotel, The Hilton in Downtown *****. The room reservation was in my friends name ******* *****. I had chosen this hotel because I was running the ING Marathon & it was close to the race start. After dropping our stuff off in the room, my friend & I headed out to go explore the city. After returning to the hotel very late, my friend & I went straight to bed. Upon waking up I came to realize that while out on the town on Friday someone had broken into our room and stolen my laptop & portable gaming system, over $1500 worth of electronics. That was only the beginning of the horrors that would last for the next 2 days. Upon informing the staff of what happened I was introduced to the head of security. After helping me file a police report, in which the police told me they would not be investigating the matter, the security officer said he would conduct his own investigation but it would take about a week, and that he would "get back to me". I headed back to the room convinced there was nothing else I could do and sure I would never see my stuff again. After spending some time in the room, I decided this was completely unacceptable, how could there be nothing they could do for me while I was still here in *****? Were there no forms I could fill out? Was there no type of insurance policy the hotel had? I decided to go back down to the lobby and try to contact the manager, at which time things started to get really bad. My roommate and I were yelled at and they refused to let us see the manager claiming there was nothing else they could do for us. After much arguing they finally agreed but said we would have to wait in our room if we wanted to see her. When the manager finally arrived at our room she was rude, disrespectful and accused me of lying. She offered no type of compensation whatsoever, and was incredibly offensive. I am baffled how stuff can just be stolen from rooms at this hotel & then people get accused of lying.

Desired Settlement: I believe at the very least that we are entitled to a refund for the entire hotel stay. After arguing with the staff there for an entire day & having them ruin the weekend they only agreed to pay for one of our two days. I would also like some sort of compensation for the items stolen out of my room, obviously not full price but some sort of compensation would be nice. The hotel security here is terrible & I am not the first to complain of items being stolen out of the room at this hotel.

Business Response: Our hotels are not responsible for any items lost or stolen.  With this, we are unable to enforce a full refund from the hotel.  Also, as we are not responsible for lost/stolen items, we do not offer compensation if items are lost/stolen.  A file has been sent to the hotel and guest will be contacted within the next 72 hours.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Hampton Inn in *******, NC has a bizarre policy on smoking. The rate permitted for smokers is substantially less than for non-smokers. Upon my complaint they could offer no reason. It would have been cheaper and more reasonable if we were smokers (they are ignoring the health issue and encouraging the lower price for any age smokers). The price for the smoking rooms are $79.00 and the price for the non-smoking rooms are $94.00. They do not permit pets and yet encourage smokers. We have complained to them and higher HI offices to no avail except sympathy. Amounts to this; I am being penalized for being a non-smoker. Does any of this make sense in this day and age?

Desired Settlement: DesiredSettlementID: Other (requires explanation) Make the same rate for all patrons; smokers or non-smokers.

Business Response:

9/17/2013 11:18:57 AM *** GM has responded to guest complaint by email as follows: Thank you for your comments on the policy of our room types and rates for the Hampton Inn *******, NC. This is not our standard practice in lowering the rate for smoking rooms as we are conducting a study on room type’s verses rates. Your concerns will be part of our next review meeting so that we may offer the best service and rates to our guests. Thank you once again and I hope you will consider staying with us on your next visit to the ******* area.  **** ****** ***** / GM

 

10/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have completed the form and procedure that Hilton Honors requires to stop receiving emails from them. I have completed this unsubscribe process at least 5 times and they will not stop emailing me. I have received roughly 10-15 emails since I have completed the unsubscribe process. I cant get them to stop. Help!

Desired Settlement: I want them to stop emailing and explain why this happened and document how they have made sure this isnt happening to other people. I am pretty sure this is in violation of US law.

Business Response: Email address has been sent to our marketing department to cease distribution.

10/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I would first like to say that I am long-time Hilton customer. The quality of service that I usually receive from the company has kept me coming back time and time again. This is why I am saddened to have to file this complaint but I am at the point where I am frustrated with the current situation. On the weekend of August 31-September 2, I had a large party stay at the Hampton Inn ********** ******** for my wedding. While the hotel appears to be both well kept and managed, we encountered a fair share of issues with our stay. I am not one to hamper on small problems so I will keep my complaint to the two largest issues. The first issue is that I used my credit card to hold a guest's room because pre-payment was not taken for the room as was requested when the room was booked. During his stay, the guest had his parents fill out an authorization form which was returned to hotel via fax. Boy-oh-boy was I surprised when I found that I was still charged the full amount for the room. When I called the hotel to correct the error, I was told that no authorization was on file and that I was the only payment listed for the room. When my husband called a few minutes later, the form was magically found. While we were able to eventually correct this issue, I was understandably agitated that I had to deal with the $500+ charge that was unnecessary. My second complaint is a bit more severe than the first and highlights a real problem with the hotel's system. On the night of our wedding, my husband received a call from his mother that they were locked out of their room that we paid for due to his card being declined for payment. Confused as to the reason for decline, we called the front desk and were told that indeed the card was declined. Concerned, confused, and embarrassed, we authorized the payment to be made on one of my cards instead. You can only imagine my dismay when a few days later, we realized that not only was my husband's card charged with the charges being fully processed, my card was also charged for the room and was fully processed. Upon realizing this, we called the hotel and spoke to a young man, ****, who assured us that was some type of billing error that would be corrected "soon". Needless to say, this error occurred on September 1 and is still not corrected to this day. Again, I understand that dealing with larger parties naturally leads to issues but the hotel's slow response to the issue of my refund and the issue of doubling charging for stays is quite serious and, in my opinion, requires addressing.

Desired Settlement: I am requesting my owed refund of $186.71 for the daouble payment collected by the Hampton Inn. In addition, I would like some compensation for the issues of double billing as well as the embarrassment caused when we were told the card was declined and our guests locked out of their room, although, the card was apparently not declined but was in fact charged.

Business Response: File ******** has been created and sent to the hotel for follow up. Please allow 3 business days

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I RECENTLY WAS AT THE HOTEL VISITING WITH MY FRIENDS FROM NORTH CAROLINA. I NOTICED A FRONT DESK EVERYDAY I WAS THERE MAKING BREAKFAST. I ASKED THE FRONT DESK STAFF WHAT WAS HIS NAME HE SAID ****. HE LITERALLY WENT INTO THE KITCHEN MAY HAD WASHED HIS HANDS BUT NEVER PUT GLOVES OR HAIR NET ON. HE WAS MAKING FOOD TO BE CONSUMED BY GUEST. I ALSO WITNESSED HIM FOLDING LAUNDRY AND THEN RETURNING TO THE FRONT DESK TO COMPLETE DUTIES THERE. THE NEXT NIGHT THERE WAS ANOTHER MALE NAME **** WHO HAD GLOVES ON BUT NO HAIRNET. THE OTHER GUY SEEMED TO HAD BAD SKIN AND WAS VERY SCALY AND ASHY. WITH HIM NOT WEARING GLOVES I WASN'T SURE IF SOME WOULD FALL IN THE FOOD. THE HOTEL SEEMS TO NOT UNDERSTAND THE IMPORTANCE OF HAVING SERV SAFE CERTIFIED EMPLOYEES WORKING IN THE FOOD AREAS. THE MAIN BREAKFAST AREA IS IN THE OPEN AREA OF THE LOBBY. LOTS OF FLIES ARE ALWAYS FLYING AROUND. THERE WAS ALSO A YOUNG GIRL WORKING DURING THE ACTUAL HOURS OF BREAKFAST WHO ALSO WASNT WEARING GLOVES. I WITNESSED HER PUT MILK CARTONS FROM THE FLOOR INTO A REFRIGERATOR TO BE CONSUMED BY GUEST.

Desired Settlement: DesiredSettlementID: Not applicable HAVE SERV SAFE CERTIFIED EMPLOYEES AND IF THEY ARE MAKE SURE THEY UNDERSTAND THE IMPORTANCE OF WEARING GLOVES AND HAIR NETS

Business Response: Thank you for the feedback.  We will forward to the ownership of the hotel for follow up.  We thank you for bringing this to our attention.

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Checked in on Friday, Sept.13 for 2 nights. I was in town for the weekend. Friday night there was a party in the hotel lobby that was so loud that I couldn't get any sleep. It was also noisy outside the hotel. I called the front desk 4 times from 10pm until 1:30 am with no results as to stopping the noise. When I checked out the next morning due to the noise, I was told that I could not get a refund, but I could get Hilton honors points for a night. I had to repack and didn't get any rest the first night so I requested both night refund. The hotel did refund one night and the manager will not take my calls or return my calls. I think this is very poor customer service on the part of the manager. I will not stay at that hotel again and will tell everyone I know about the service there. I think I should have received credit for both nights.

Desired Settlement: DesiredSettlementID: Refund Credit for the first night that I couldn't get any sleep.

Business Response: Please advise the guest that she will receive a refund check within the next 10 business days.

*** **********
Executive Escalations
Hilton WorldWide
(P) ###-###-####

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

***** *****

10/11/2013 Problems with Product/Service
10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: overcharge room rate Rip off big time. I am staying in the SFO area at a bad time, ****** has it's annual event, the americas cup race, and it is late september. Here's my complaint, I am paying over $400 ($369 plus $44.48 taxes, even though the max rate on the door is $359) for the worst room in this hotel, terrible but they are taking advantage of the number of people here. my room is on floor one, next to the ice machine, doorway, and parking lot. BTW, I was called earlier by this place telling me to provide a cc before 5 pm as they are sold out. I checked in before 3 PM, not too happy about the price AND hotel, then went across the street to a very nice ******** (lounge, better rooms, views etc) and was told I could get a room for $219 per night. I went back to the Hampton, explained i just check in (they knew) and i asked if i could leave since I had not used the room yet. Well, you guessed it, I was told "sure you can leave, but you will be charged 100%" for the room. I was told "if we let you, others may want to leave also."!!!

Desired Settlement: refund of rate paid

Business Response: PLease provide city, state, specific hotel, VALID phone number and dates of stay for further assistance.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

***** ******

10/7/2013 Problems with Product/Service
10/6/2013 Problems with Product/Service
10/5/2013 Problems with Product/Service
10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I visited this Hilton for Labor Day weekend 2012.  Upon my arrival I have paid for the room fees and any charges that were due at the time.  I was there for 3 nights.  Sometime later in October they recently changed their name from Hilton to Double Tree Hilton and charged my card for the 3 nights stay AGAIN.  I called and requested a refund and patiently waited over 2 weeks for it and yet nothing came back in.  I have been very graceful and generous as far as giving them the allotted 3-5 business days for the return and then some.  I've continued to call and they continue to give me the run around about this return.  It is now Nov. 11 2012, a total of 20 days since they said my refund should return and I still have no refund.

Desired Settlement: Refund my account.

Consumer Response: 11:51 AM (24 minutes ago)

Hello,

It has since been resolved.

*** ***,  Thank you.

9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Homewood Suites in *********, Ohio has the worst customer service I have ever seen in my life. Homewood Suites, a branch of Hilton, has neglected me as a customer. Their staff stole over $800 of merchandise from my business & refused to even search for the merchandise for 48 hours after about 50 phone calls! ****, the general manager, has been absolutely worthless!! Never staying at any branch of Hilton ever again!Upon an hour of departure from hotel we realized we had forgotten bag of $800 worth of *******'s Merchandise and immediately contacted hotel manager. We were told they would get to it when the cleaning lady got to the room. Contacted hotel 10 more times that same day speaking with **** *******, the General manager of hotel. Were given same story several times that they "hadn't gotten to the room yet." The next day contacted hotel & I spoke with **. ******, was given several different stories upon what had happened. The 1st story: the cleaning lady found nothing. I had responded with, "well there were also clothing items int eh drawers." 2nd Story, "we found the clothing items but not the bag." Several days with the same back & forth story. **. ****** was supposed to send a detailed listing of each item to the insurance company & the insurance company was to contact me. However, the insurance company never did contact me, we do not feel that **** ******* even filed with the insurance company. Under Ohio law, the hotel is liable for over $500 worth of merchandise & has neglected to recognize this loss. Since the value of the bag was $800, they hotel is liable for this loss yet fails to comply with the Ohio law, let alone the worst customer service I have ever seen in my life!

Desired Settlement: DesiredSettlementID: Refund $800 reimbursed

Business Response:

Response from the hotel:

 

 I spoke with our Director of Life Safety again yesterday redgarding the claim.  The hotel is not liable and we did conduct a through investigation and provided the information to our insurance company.  The claim was not covered under our policy.

9/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband is staying at this hotel on business. At check-in, he was required to give them a debit or credit card number even though he paid for the stay in cash. He was told they needed this number in case there were any 'Incidentals'. He was told they would NOT take anything out until check-out and only then if necessary. He gave them our debit card number. I have since found out that they have charged $80 on my account. I called the bank and they confirmed that it had been taken out. I called the hotel and was told this was for possible 'incidentals'. They told me that I would be reimbursed in 5 to 10 days after check-out. This has caused me problems with my funds at home. This was a charge that we were not expecting. There have not been any incidentals and they took my money!!!

Desired Settlement: DesiredSettlementID: Refund Of course I should be refunded but they should not be able to do this. An apology would be nice. The girl I talked to on the phone was very rude. If this causes any checks to be returned, they should have to pay for those charges also.

Business Response: Please provide city, state, hotel, and name of registered guest

9/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed with Embassy at there ****** ******* location, I was there from 8-30-13 thru 9-3-13. The last night of my stay my truck was broken in to, I Checked with the General Manager about security cameras. The General Manager told me that the camera had a bad angle and could not see the whole truck, I have stayed with Embassy many times , thinking that security of your guests would be high priorty. I would think that you would have security cameras that would cover the whole parking lot. The extior lighting is the worst of any Hotel i been in. There is construction going on and most of the parking is blocked off. I only saw a security person on aturday 8-31-13, do you have perminant security assigned to this hotel, I would think due to the Construction and blocked parking you would have added security in that hotel

Desired Settlement: I want you to let other travelers know when construction in your hotels or around your area is going on

Business Response:

File ******** has been created and sent to the hotel. Please allow 72 hours for response

9/20/2013 Problems with Product/Service
9/20/2013 Problems with Product/Service
9/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have stayed at this hotel before and our church (which is my husbands employer) does TONS of business with Homewood Suites in *********, KY. When I booked travel for a group to go back down there, I booked 3 suites. Since many people cancelled, I no longer need the 3 rooms. I only need 2. I called every number (both 800 and local) I was given to try and get a refund for the one suite that estimated $200. I am not trying to cancel my entire reservation, just 1/3 of it. Im aware that 'times are tough' for business, just as they are for individuals like myself. Im 100% sure the manager who not only will not call me back but through her front desk clerk explained 'the money was already in the bank and they couldn't refund it', would not lose her job if she refunded a loyal customers money. Through my husbands job, we book rooms there for 60 people at a time and individual visits randomly. I have no interest in doing business with this business in the future if my issue is not resolved. Product_Or_Service: Hotel Rooms Order_Number: ********

Desired Settlement: DesiredSettlementID: Refund I would not hesitate to do business with them again if a full refund for the one room I need to cancel was given. I would settle for a room at a different date of our convenience.

Business Response:

Guest booked an Advance Purchase reservation which is nonrefundable. No credit or compensation can be issued.

 

 

9/18/2013 Problems with Product/Service
9/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I saved up for this stay at the Hampton Inn because we wanted a special night with the whirlpool jacuzzi. I reserved the room and requested an early check-in. Regular check-in is 3pm but we needed the room at 8am. I called several times the week before to make sure the room wasn't checked out. The last time I called was the night before, at 11pm. I was told that no one checked the room out. Upon our arrival at 8am, the front desk clerk told us with a smirk on her face that the room had been checked out. Her name is ********, and she seemed to be having a great time telling us the bad news. We told her to cancel our reservation. No one ever informed us about a cancellation fee. We were charged $197.00 for the room that we never even saw! I called to try to dispute this with the hotel manager and he was very rude and uninterested in my situation. ******** was also very rude, sarcastic, and very defensive about everything she did and said to us the day of our reservation. She claims to have held the room for us even though we cancelled the reservation. That makes no sense. I have tried to call and talk to the manager and ******** again in hopes that they could lessen the fee charged to my card, but they were both rude and unsorry for my situation. They sounded like they were so glad to have stolen my money. I feel very cheated by the staff of The Hampton Inn in ***** *****, CA.

Desired Settlement: DesiredSettlementID: Refund I would like to be refunded the entire amount because I feel like the staff was toying with my emotions the whole time. Their level of sincerity was nil. Their sarcasm and poor customer service has caused me to ask for no less. If the company does not want to refund the entire amount, the most I will pay is $50 since they SAY they held the room for me... ONLY if I absolutely have to pay a fee.

Business Response: Guest disputed the charge with her bank.

9/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Charged me much more for hotel room than what they told me on phone when reserved, complained but no response back from manager. When I called for a reservation for a room for August 19th, 2013, the person told me I would have a standard king room for $129.00. When we checked in I signed a paper with the amount for $159.00 which I thought included taxes. When we checked out the next day our total was over $170.00 and when the girl checked what room he reserved us in, it was a Jr. Suite King room which it not what we were told we would get. I have never stayed there so I didn't know that our room was a suite. I just assumed a living room came with the standard king room. I told the girl what room and the price I was told but nothing was done about it, just a "sorry". If our room would have cost $159.00, we would have stayed somewhere else. $30 might not be much to some, but we have 2 kids to support and $30 buys me formula for my baby. I don't want a full refund, even though I would appreciate that, but I would like to have the difference refunded. I complained to the Hilton Customer Service, they said that sent an E-mail to the General Manager but I have not heard a response and it has already been a week. I contacted them again but nothing. Last year we set up a reservation through Hilton Garden Inn and wanted a King room, when we got up to our room it was a double queen room. The hotel is beautiful and clean but I am not impressed with the Customer Service, the customer should matter not the money. ADDITIONAL DETAILS: Case is being handled by another organization: Hilton Customer Service

Desired Settlement: I don't want a full refund, though it would be nice, I just want the difference paid back. Thank you.

Business Response: Please provide us with city, state, date, and specific hotel.

9/10/2013 Billing/Collection Issues
9/9/2013 Billing/Collection Issues
9/9/2013 Problems with Product/Service
9/8/2013 Problems with Product/Service
9/8/2013 Advertising/Sales Issues
9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had an extremely poor experience during my most recent stay. It began with the desk staff announcing our hotel room number to the entire lobby as we checked in; this was an extreme breach of our personal security. Then we were aggressively driven to our reception (we were there for a wedding) and eventually left behind by the hotel at about 1am waiting for our pick up; turned out the hotel shuttle was being used to transport other guests to a liquor store at the time. Finally arrived back at the hotel by taxi and were greeted by a security guard who was attempting to intimidate us. He was leaning up against the front desk, making sure his presence was known to all parties present. A guest came up to the front desk and was having issues with his room keycard and while it seemed to be the guests fault, the security guard made comments about the guest as he walked away. The guard just seemed like a bully who wanted to establish that he was on duty and was in charge. I have contacted both the general manager and the assistant general manager of the hotel and I only received a general response back, apologizing for the poor customer service and attempting to justify what happened.According to the Hampton's website (http://hamptoninn3.hilton.com/en/about/satisfaction.html) I am not expected to pay for my stay. This was also voiced to the GM and it was ignored. Product_Or_Service: Hotel Room

Desired Settlement: DesiredSettlementID: Refund I would like to have my $109.89 refunded back onto my credit card.

Business Response: Please provide city, state, date, and hotel for further assistance.

9/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Several years ago - I joined the Hilton Honors program with the following membership number - *********. I know this is correct, because when I created it, I copied and pasted it into my ******** ******* EZ Travel website so I wouldn't lose it. Little did I know - it was them who would lose it and transfer the account over to another **** ********. I have given Hilton all of my prior addresses - they have promised to fix this problem time and time again - tell me someone would contact me from management and NO ONE ever has. They keep asking me for the same information I have given them over and over again. They LOST my account and transferred it to another person of my same name. I have asked them to look up my prior travel, when my account was originated and they have REFUSED to help me. I want my account restored to me - I want credit for the visits I stayed at. I shouldn't have to start over. They keep blowing me off and even though I told them I would contact the BBB - they ignored me again. Please handle this for me, they obviously are incapable of taking care of the customer.

Desired Settlement: I want my account back - if I can't get my account back - I want them to create a new one for me, and give me DIAMOND status for the next year. I want a record of my stays. I want to know when I joined them. I would have used the email address - **********************************

Business Response:

Guest was contacted by our Loss prevention department and replied the following:

 

"HELLO THANKS FOR THE UPDATE - THROUGHOUT THAT LIST - I HAVE ONE STAY. NOT MUCH - BUT I KNOW I'VE USED THAT NUMBER IN MULTIPLE LOCATIONS THIS YEAR - 4-5 TIMES. IT'S OK - THIS IS A START AND AS LONG AS I HAVE MY OWN NUMBER GOING FORWARD. I AM HAPPY."

THIS HAS BEEN RESOLVED

9/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On February of 2013 I thought made reservations for August 9 - 10th of 2013 for Hilton Garden. Due to my family moving the confirmation letter was lost. Wed. August 7th of 2012 I called customer service to confirm reservation. I was disconnected and called again to get a different person and was told I did not have a reservation to cancel. I asked her to check under my name, my husbands, my name and husbands each again but a misspelled way. She said there were no reservations. I then made a different reservation and the next day decided the trip was too expensive for us at this time and cancelled those reservations (these reservations are not in question). Then on Sunday, August 9th two withdrawls were made by Hilton for the reservation I was told I did not have. I contacted customer service and was given a file number ********. I was told to call back in 72 hrs. if I had not been contacted. On August 13th I called again and was told a hotel manager would call back that day. Instead 24 hours later I received an email from ********* *******. She said I needed a cancellation number or the name of the person I talked to. I did not receive a cancellation number because I was told there were no reservations to cancel. I didn't have the name of the woman I talked to because I was not aware there was a problem. **. ******* then said there was nothing she could do. I asked for more information on why and the name and number of her supervisor. **. ******* then cut off communication with me. I sent more emails saying that I would take further action and again heard nothing back. This charge of $337.24 is not my fault but the fault of customer service. I do have phone records showing that I called customer service on Wednesday, August 7th which was 48 hrs. prior to the arrival date I was charged for. I was told this was not good enough. Hilton showed very poor customer service during this whole process and I feel the made an unauthorized withdraw.

Desired Settlement: I wish to have the full amount that was withdrawn by Hilton Hotels refunded.

Business Response:

Please fax a copy of the credit card charge to ###-###-####.  Please reference FILE ********.  The check will be sent to the below address unless otherwise notified:

 

***** *****

**** ******* **

** ***** ***** ** *****

9/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: OUTRAGEOUS SECURITY! The head of the Security was everything rude, obnoxious,but not professional at all! I was present at the *** show; on August 13th, for whatever reason, I did not have my badge anymore, but had to go back to the stand to talk to my boss;I thought to duplicate it would be ok. The Head of security agent, started to yell at me I could not, insisted on a yelling tone to talk to my boss as if I was a criminal! Forced, I talked to my boss over the phone who answered to my questions, and so I did not have to go back to the show, therefore I did not have to get a badge duplicate. Whereas the "situation" was over, but probably for showing off,that stupid head of security insisted to talk to him by screaming at me, at my boss to ask him to leave the stand, to come upstairs to meet him for an EMERGENCY!! This is not SECURITY! That guy who wanted to be a cop or was retired, used the rules of security to feel perhaps important, to show off!! We paid the room over $300/night to assist to a professional show already expensive, we ate at the Hilton, and THAT'S THE WAY A $1,200/MONTH EMPLOYEE DARES TO TREAT ME!!!! Especially, for a misunderstanding which was closed right away?? I will never go back to a HILTON, after that type of unfair treatment; it is very questionable the way you are recruiting your security agents... ***** ******, room # ****

Desired Settlement: that person should be fired;if I stay again at a Hilton, I want "a deal"

Business Response: complaint *******Inboxx*** **********12:40 PM (1 hour ago)

We need the location of the hotel. City-State-and brand


*** **********
Executive Escalations
Hilton WorldWide(P) ************

9/7/2013 Problems with Product/Service
9/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I checked in the hotel on July 12, 2013 for a convention. I was the first of three people staying in my hotel room. I coordinate 3 rooms in which one set up three decided not to stay at the Embassy Suites because of the high price. That is another bad story. My problem is with the collection of the hotel bill. I paid my $959.50 when I check in using cash. The hotel General Manager, **** ****** was the one who check me in. He stated he could not accept the cash and asked for another person, **. ******* to receive the money. My roommates checked in later, each using her charge card. The man name ****** stated that they should pay for the room and parking upfront, in which they did. First they charged my roommate, **. ******* ******** over $6,000 on her card after she paid per part of the room, $959.50 plus her part of the parking. My other roommate **. ****** **** paid her $959.50 plus her part of the parking. I traveled by train and taxi. When July 18, 2013 came, I was told I did not pay my hotel bill and that I owed. I took my copy of my paid bill to the front desk. I was told it was keyed in wrong and everything was okay. Once again, they charged my roommates my part of the bill without their permission. I called the Manager **. ******* **** and he never returned my calls. He did contact **. **** and **. ********. I contacted Hilton Honor via email and they did not respond. I guess they though by responding to **. ******** that was okay. It is not. The problem is, where it is in the law that a hotel can charge my roommates credit card without their permission? My part of the bill was already paid. Can you show me that regulation? I had to ask both ladies to contact their card company to let the card company know that Embassy Suites is charge fraudulent charges on the card. One other problem is the inability to use our cell phones. Can you assist?

Desired Settlement: There was no compensation for the problems and troubles we had. We are very unhappy with the professionalism of this hotel. I coordinated the stay at the hotel. I am sorry they went through this because I paid cash up front. They both went through a lot of emotional stress. **. **** is a licensed counselor, had to resolve this issues in between seeing her patients. **. ******** had to resolve problem in NC. I was called on my job in VA because of their frustration.

Consumer Response:

In my previous statement, Embassy Suites and Hilton Honors made no attempt to compensate myself and the other two ladies (my roommates) with a free night, partial refund, etc.  Therefore we no longer expect compensation from the hotel.  The main problem is the collection of the hotel money regarding our stay.  I paid cash for my part of the room; my roommates each paid their part by credit card.  The manage staff stated I did not paid my part of the bill ($959.50) and I took them the receipt where I paid.  The management continued to charge my part of the bill to my roommate’s cards without their permission.  (Charges over $6,000was put on **. ******** card at one time).  The hotel management staff continue to charge addition funds on their cards even after we checked out of the hotel.   I felt that the staff pocketed my money in hopes that I did not keep my receipt; thereby, exploiting money.  This is how I feel whether it is true or not.  I want to see the regulation where a hotel can charge expenses on a credit card without the permission of the credit card holder.  Since my expenses were fraudulently charge on my roommates’ credit cards, who else are they charging on other credit card holders when management claims that a person has not paid the hotel bill?  I would like to see this regulation regarding charging credit cards without permission.

Consumer Response: In speaking to my roommates, the compensation that would like to be received is one to two free nights at the Embassy Suites for the conveniences and problems that everyone incurred.  As for regulations regarding the charging on the credit card without the parties' permission, I will check into that myself.  Thank you for listening and assistance me with this experience.

Business Response: Please provide city,state, date, and specific hotel for further assistance.

8/30/2013 Problems with Product/Service
8/29/2013 Billing/Collection Issues
8/29/2013 Billing/Collection Issues
8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This Hotel is horrible... I have got billed 2 days for 1 Room.I have called ***** (AP) left several messages and have not got a call back.. They charged me 3 times for 1 day that I agreed to.! Horrible service and Fraud Product_Or_Service: Hotel Rooms

Desired Settlement: DesiredSettlementID: Refund I want to be refunded.... ASAP...!!

Business Response: From: *** ********** 
Sent: Tuesday, August 27, 2013 12:44 PM
To: ****************
Subject: complaint ******* 

Please provide city state and hotel and also the date of the stay


*** **********
Executive Escalations
Hilton WorldWide(P) ###-###-#### 

Consumer Response:

[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 *******, and find that this resolution is satisfactory to me. 

Regards,

***** *****

Hello,

 The date was 8/16/13 in **** ****** Ca (Hotel ****)

8/25/2013 Problems with Product/Service
8/23/2013 Problems with Product/Service
8/20/2013 Billing/Collection Issues
8/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ON APRIP 18,2013 WE HAD TWO ROOMS AT THE EMBASSY SUITES IN NIAGARA FALLS FOR THREE NIGHTS WHEN I SIGN IN TWO DIFFERENT REG. CARDS THE PRICE WAS $135.00 PER NIGHT FOR THREE NIGHTS APRIL 18,19,20 2013 THEY HAD A FALLS VIEW ROM THAT I COULD UP GRADE FOR $25.00 PER NIGHT SO THAT ROOM CAME TO $160.00 PER NIGHT FOR THREE NIGHTS AND THE OTHER ROOM WAS A FALLS VIEW ROOM AT $155.00 PER NIGHT FOR APRIL 18,19,20 2013.WHEN I CHECK OUT IN THE MORNING THE BILL HAD A INCREASE OF $69.60 FOR ONE ROOM AND $96.13 FOR THE OTHER ROOM AS THE CKERK TO SHOW ME AND GIVE ME A COPY OF THE REG. CARD THEY HE REFUSED AND AS FOR A MANAGER AND SHE REFUSED TO GIVE ME A COPY I TOLD HER THE NIGHT CLERK TOLD ME AND MY WIFE THAT THE ROOMS WOULD BE $155.00 AND $160.00 PER NIGHT FOR THREE NIGHT APRIL 18,19,20 2013 AND SHE SAID I WILL REP. HIM YOU LOSE.

Desired Settlement: I WOULD LIKE THEM TO STAND BEHIND WHAT THE CLARK TOLD ME AND MY WIFE AND WHAT I SIGNED FOR WATCH AGAIN I SAY THEY REFUSED TO GIVE ME A COPY. SO I WOULD LIKE THEM TO PAY ME THE MONEY OF $69.60 AND 92.80 FOR BOTH ROOMS THAT THEY OVER CHARGE ME.

Business Response:

Guest was charged correctly per the contract signed by the group.  There will be no refund forthcoming at this time.

8/18/2013 Problems with Product/Service
8/18/2013 Billing/Collection Issues
8/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On July 22, 2013, I booked reservation at the *** ***** Hilton ******* ****** *** *****, California at a rate of $110.00 a night. On July 29, i received a call from *** ******, rude member of your company saying that I would be required to show orders for my stay since it was booked at the government rate. After I explained that I was not in the military and in fact a government employee and would provide government identification, he insisted that I pay for my stay with a government provided credit card instead of cash. I said I would be paying for my stay with cash and asked that he not call and harass me regarding a reservation booked for next year. Hours later, I received an email from *** ****** stating my room rate will be doubled to $299.00 a night plus taxes.

Desired Settlement: I would like a phone call from your corporate headquarters regarding receipt of this complaint. Also an adjustment to my reservation back to the room rate in which my reservation was booked under, including my requests of two double beds, high floor and away from elevators.

Business Response: To receive the government rate, the guest must be on official government business or the hotel will not honor the rate.  A file has been submitted to the hotel and the guest will be contacted within the next 72 business hours.

8/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I get promotional emails from them on a very frequent basis (at least weekly). They have an "unsubscribe" option which I've elected probably 10-15 times with no effect. I have written them to take me off their promotional list with no response or effect. If they have an unsubscribe option, it should be honored.

Desired Settlement: Get me off their promotional email blast list.

8/10/2013 Advertising/Sales Issues | Complaint Details Unavailable
8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family stayed at the ****** ********* location for the ******* Family Reunion this summer. We were suprised by the unsanitary nature of this room and our stay. The hotels bathroom had evidence of mold/mildew on the walls and shower curtains. The bathroom was improperly stocked and the linens were dirty and stained. All of this required constant calls to the front desk for assistance, which was an interruption of our stay. On our last day, the fire alarm goes off at 645am waking and scaring my family into the hallways in our pajamas without word from the staff as to what was going on. It was not until we inquired as to whether or not it was safe to return to our rooms were we informed of the false alarm. The staff made no effort to inform us of what was happening, what our options were and what to do. It was our first stay with the Hilton hotel line and it was quick a disappointment. I have left feedback on their website yet no response from them. Product_Or_Service: Hospitality

Desired Settlement: DesiredSettlementID: Refund I would like either a refund of our fees paid or complimentary stay equivolent to the amount of days we stayed previously.

Business Response: Please provide us with the specific hotel in ****** ********* and the date of stay.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me. 

Regards,

******* ********

 
The hotel name is the Hilton garden inn ****** *********

7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Homewood Suites Hotel (******* location in *********, NC) billed $88.60 for a room that was already paid for through my vacation club. At the time of arrival on 6/22/2013, my room was paid for in the amount of $102.00. Upon check out there were no incidental charges. No other charges should have been charged to my bank card, however, the hotel applied a charge of $88.60 which went through my bank on 6/25/2013. This caused my account to be overdrawn and as a result, over draft fees of $37.50 per item will be charged to my checking account for every single item that is presented for payment until the balance is restored. I would like for the $88.60 to be refunded to my account immmediately and I would like for the or the company- Homewood Suites Hotel (*******) to pay any and all overdraft fees that are incurred a result of their error. I spoke to the front desk manager - **** today (6/26/2013) and as of 2:11 pm she has not been able to resolve the matter. I have requested a call back.

Desired Settlement: *Refund of any and all overdraft fees caused to my bank account *A free stay at the Homewood Suites Hotel - any location in US due to the fact that the front desk manager told me that the hotel would not refund over draft fees, and due to the fact that she told me the charges would be refunded immediately -today -6/26/13, and due to the fact that I spent the better part of my day trying to resolve the issue by calling the hotel multiple times and by calling my bank multiple times (I have phone records to confirm this)

Business Response: A file has been sent to the hotel. Please allow 3 business days for contact.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Hampton Inn Hotel in **********, VA, offered our family a room rate of $29 for a stay on May 3-6 and 2 rooms from July 1-8. The reservations were made in February 2013. My husband sent an email requesting the $95 rate that we received in the summer of 2012. He explained that we would be in the area visiting our son who played baseball. The manager at the time gave us what we thought was a baseball team rate of $29 dollars. We were thrilled! We enjoyed our stay in May when we went to visit him and didn't have any problems. On June 20, ******** called from the hotel quizzing me about how we got the rate of $29 and she said the hotel would not honor the rate and our reservations for July had been canceled. She was rude and accusatory about how we received the rate. I gave her my husband's number, and she was just as rude to him and she acted like we had done something dishonest. ******** and the other manager informed us that the $29 was a rate for employees of Hilton. We had no idea, and further more, we were never asked to show any identification during our stay in May. We never pretended to be someone else; we openly discussed with the front desk clerks the reason for our visit. We assumed we were given some sort of baseball team rate. We still have not received a cancellation notice, an email, or a letter explaining the problem. We were even told that it would be in our best interest to let the matter drop and if we pursued, we would get the manager that made the reservations fired! You can imagine our shock and concern. We would have gladly paid a higher rate; that is not the issue. The issue is the late notice and rude treatment by the management at this hotel. If the rate was given to us incorrectly, the management should have contacted us in a polite manner and explained the situation instead of treating us like dishonest people. Furthermore, I do not understand why the hotel waited until 11 days before our scheduled arrival. It was very difficult to find accommodations for the Fourth of July weekend and we had invested in six airline tickets. Any help you can give us would be appreciated. Thank you for taking the time to review this complaint.

Desired Settlement: I would like a letter from the Hilton Hotel corporate offices acknowledging the unprofessional and disrespectful behavior of the managers at the Hampton Inn and Suites in **********, VA. A letter from the managers themselves would also be appreciated.

Business Response: Guest was advised on 6/20 that the rate received was for team members. As the guest is not a team member, we are unable to assist with a rate reduction. We do apologize.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  The primary complaint was not about the room rate, however, it referred to the unprofessional and rude management at the ********** property and the late notice of the cancellation of the reservation. I'm disappointed the response did not apologize to those concerns.

Regards,

**** *****

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation with one of your hotels (Hilton Garden Inn ****************,Texas) for 5/25/2013; for my mother and I. My mom is ill/84yrs of age, bed-bound. I'm 57yrs of age, dealing with complications of colon cancer; all could be proven. During my online reservation to your hotel, I ask to be placed on the highest floor (which was the 4th floor), because I've been in many hotels before, and I know a lot of times people on the top floors can get a little noise, and we really needed some rest. We were traveling form one family home to another for the weekend. When I arrived at the hotel, it took some time getting my mom out of the car, because she has to move by wheelchair; and no, no one ask if I needed help. When we got to the front desk, I was told by the clerk, that there was no rooms left on the 4th floor. I stated how I really wanted one on the top floor and why. She then stated that she will place me on the third floor, and it should be very quite, because the hotel wasn't full yet. I was happy to hear that, but as soon as I got to the 3rd floor, I heard lots of noise; like knocking, as if someone was building something. As I'm going down the hall to our room, I see lots of men working inside of empty rooms, and doors slamming as they walk in and out of them. When I got to my room, I noticed that they were working on both sides of my room. First thing I thought, no rest for us for a while; but why wasn't I told construction was going on, on the third floor. So when I got my mom settled I call down to the front desk to ask, "how long will it go on". The clerk stated "only until 7pm". I was OK with that, but it went on longer, until about 10pm, or a little afterwards. But during all that noise, I (we) truly tried to get some rest, but doors kept slamming and then all of a sudden I heard kid/teenagers playing outside of my door. I look out of the peep hole, and it was teenage boys (teen football team wrestling right outside of our door. I opened it and ask, if they could calm it down some. They stop fr that moment, but about 15mins later, I heard a knock on our door, my mom woke up. When i got to the door, I peeped out of the hole first and notice the boys running to a room (#***) across from ours (#***). So I figured that they was probably angry because I ask them to stop the noise. I waited for them to come either open their door and come back out, so that I could ask for a parent, but they didn't open it right away, s went back t lie back down. A few mins later, another knock at the door, this time I got up faster and I opened the door and ask them to "please stop playing at our door", and that I was going to report the matter to the front desk. I did call down and spoke with a *** ***** or ******, and told him what happened. He said that he would take care of it, but I'm not sure if he did, even though I didn't have any more knocks at the door, there were still noise with the boys running up and down the elevator and hanging out in the hallway and slamming their door so many times. Where I had to go down t the front desk to speak with *** ***** in person about the noise. He didn't really seem concerned. As if he's afraid to say anything to them or perhaps because he was pretty young himself. All I know is that the noise didn't stop until about 2:30-3am. In between all that, a "fire alarm" went off, so No, I never got to sleep until abut 04:am. My mom kept falling asleep, but kept being woken up due to the noise. I couldn't fall asleep, because once the teens finally stopped, I began hearing noise next door to our room. I guess someone had checked in, but checked in late. I could hear them talking loud, in the bathroom and slamming their dresser draws. When I finally fell asleep around 04:30am, I was awaken yet again around 06:30 with lots of banging/slamming of doors. So, No I will never be back and NO, I didn't get what I paid for and I want some or all of my money back. And I will keep trying until I do; whether it's through your company or small claims court. I don't care how small of amount it is, it's the principal of it all. And not only that, the hotel involved won't even respond t me.

Desired Settlement: The entire refund.

Business Response:

Here is the response the hotel sent to the guest:

 

6/14/2013 7:32:37 AM *** From: **** ***** ****
Sent: Friday, June 14, 2013 7:30 AM<BR>
To: ****** *********
Subject: FW: Hilton Garden Inn *********<BR>
<BR>
*** ****,<BR>
<BR>
I have responded to you, SEE below on 5/28 with a resolution, which was the same day you responded to my original e-mail. I have not heard from you nor the agency in which you booked your reservation with.  Until I receive a response from them, I will not be able to apply a credit.  I have also responded to the a letter from the BBB . <BR>
Have a fantastic day!<BR>
<BR>
From: **** ***** <BR>
Sent: Tuesday, May 28, 2013 2:56 PM<BR>
To: '***** ****'<BR>
Subject: RE: Hilton Garden Inn *********<BR>
<BR>
Thank you for getting back to me, Feel free to let the company in which you purchased your nights stay with and tell them the situation, in return when they contact me, I will refund the money. Going through a 3rd party booking can be a bit frustrating, but I will reassure you that  I will work with them to get you your refund. <BR>
<BR>
If they wish they can contact me!<BR>
<BR>
**** *****<BR>
General Manager<BR>

Consumer Response: [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 *******, and find that this resolution is satisfactory to me.  I

accepted it weeks ago. You may close the case

Regards,

***** ****

7/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hilton Garden Inn Washington DC/**** ******* **** ***** ****** ** | Washington | DC | United States 20002 T: ************** | F: ************** The customer service at the front was great. My complaint rather is for the extra charges on my card. I was told at booking, that I would pay a deposit of $113. That's fine. However, my final bill came out to $441.12 plus three charges of: $30.80, $30.80, and $32.80. With those charges total plus the deposit, I paid $646. When in actuality I should have paid $340 as anticipated. I tried to get through to speak with someone, and all I get is voicemail. I did not use valet, someone must have put it on my room. I did not get my deposit money refunded back, as I was promised. As a result, I would like to be refunded back for the extra charges (a total of $306) added to my card. If there is push back, please send me an e-mail with the final receipt. Thank you! Confirmation: ********** ***** ***** ******* ******** Rate Type: ****** * *** Rate per night: 99.00 USD Total for Stay per Room: Rate 297.00 USD Taxes 43.07 USD Total 340.07 USD Total for Stay: 340.07 USD

Desired Settlement: As a result, I would like to be refunded back for the extra charges (a total of $306) added to my card. If there is push back, please send me an e-mail with the final receipt. Thank you!

Business Response: Hotel refunded 2 nights parking and one night hotel charge.  No additional compensation will be offered by the hotel.

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]

 Complaint: *******

I am rejecting this response because:

They did not respond.

Regards,

******* ********








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]

 Complaint: *******

I am rejecting this response because:


I never received this credit or refund. Please have the hotel e-mail me confirmation of the refund to *****************. 


Regards,

******* ********








7/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 30, 2013, I filed a Best Rate Guarantee claim with Hilton. Hilton policy allows consumers who find a better rate than that offered on their own website to submit a claim. If Hilton finds that the claim meets its terms and conditions, it will match the lower rate and provide a $50 ******** ******* card. I booked a room with Hilton on their site for $119/night, but the rate available at *********** was $104.80. So I filed a best rates guarantee claim. My claim was promptly rejected by ******** ******** of Hilton. Quoting from the rejection email: “I have reviewed the rate published…and the lower rate offered carries a more restrictive cancellation policy vs. what is confirmed on your actual reservation (one day cancellation).” This is incorrect by the terms and conditions that ******** quoted in the same email, which follow: “You must find a lower publicly available rate (“Lower Rate”) on a non-Hilton Worldwide booking channel (except for "opaque" websites) for the Same Accommodations. "Same Accommodations" means the same room type, at the same hotel, with the same dates and length of stay, same number of guests, SAME DESIGNATION AS EITHER CANCELLABLE OR NON_CANCELLABLE, same advance purchase policies, and the same terms and conditions governing the room rate.” The cancellation policy associated with the lower rate involved a nominal ($10) fee if you cancelled the booking, but the reservation was fully cancellable. The reservation I made through Hilton’s site was also cancellable with no associated fee. So, ******** was correct in observing that the lower rate had a more restrictive cancellation policy. But the terms and conditions only require that the reservations have the same designation as either cancellable or non-cancellable. It was acknowledged that my lower rate reservation was a cancellable reservation. So Hilton’s justification for denying my claim was wrong. ********’s email denying my claim guaranteed a response within 48 hours if I required further assistance with the best rate claim. I responded to her note before 8am on May 1. I had received no response by the evening of May 4, so I emailed again, and then again on the 5th, 6th, 7th, and 8th. I got no response. I also called Hilton on each of these days. The best rates claim program does not accept customer service calls, only emails, so I was forced to speak to general customer service staff and guest services staff, all of whom were not able to address the issue directly. I would estimate that I spoke to two dozen Hilton staff at that time as I was transferred from person to person, non of whom could really assist me at all. Ultimately, on each call, someone would promise to bring the matter to the attention of the Best Rates Guarantee program. Counting the time I spent on hold, I would estimate conservatively that I spent 6-7 hours on the phone attempting to resolve this initial aspect of this matter. On two occasions, someone was kind enough to forward me to the voice mail of Best Rate claim program supervisors. Both times, the voice mailboxes were full, resulting in my being disconnected, after having spent hours on hold and pleading with multiple customer service agents for assistance. A week after I was promised a 48 hour response, I received an email from ******** Copling, who I understand is in charge of the Best Rates Guarantee program. He said that the denial of my claim was correct but that he would grant my request based on the inconvenience I suffered along the way. In the meantime, I had changed my reservation from May 23-24 to May 26. Accordingly, I submitted a new best rate claim form for the new reservation. The rate that I paid on Hilton's site is $119; the rate available at olotels.com was $75.22. (both exclude taxes and fees). The new claim was from the same site as the old claim, and it was also cancellable with a small fee. Presumably Hilton would have the same objection to this claim because it has a more restrictive cancellation policy, even though this objection is inconsistent with the explicit text of the terms and conditions. For some time after my email from ********, I heard nothing back from the Best Rate program. It took me some time to realize that an email that appeared to be nothing more than a reservation confirmation actually reflected an adjustment of my rate for the May 26 reservation from $119 to $104.80. I assume that Best Rates did this, but I am honestly surprised that I ever noticed. Further, this adjusted rate was incorrect. The lower rate that I found for the May 26 reservation was $75.22, not $104.80. $104.80 was the lower rate I had found for the initial May 23-24 reservation. Within 4-5 days of ********’s May 1 email, I began attempting to follow up with Best Rate further, as I had heard nothing back from them directly. I spent many more hours on the phone with Guest Services and was occasionally directed to Best Rate supervisor voicemails, where I would inevitably be disconnected. I emailed ******** directly on May 8, 9, twice on the 13th, 17, twice on the 20th, and on the 21st. I left him voicemails on a near-daily basis over the first 3.5 weeks of May. I also emailed and called ******** ******** during this time period. I was unfailingly polite in each communication and just begged for assistance. 24 days after I requested further assistance on May 1, and after literally dozens of emails and phone calls to Hilton were ignored, ******** emailed back to say “we cannot continue to change the rate to a lower rate each time you discover a lower rate. Please note that no further adjustments will be made to the rate.” Of course, I had not made a series of attempts to change the rate to a lower rate. I followed the procedures outlined by Hilton exactly when I submitted a second claim for a new reservation, and it was fully consistent with their terms and conditions. In both instances where I was actually able to elicit a short email from ********, he dismissed my concerns without bothering to address them directly. But even his general dismissal reflected little, if any, understanding of the particulars of my situation. Over the 3 weeks or so that I was emailing ********, I would always receive an automated out-of-office reply to my email that said he would be gone until the next day. It seemed odd that someone would be on vacation every day but always returning the next day. I also received similarly odd out-of-office replies from ******** ******** – they always said she would be returning the next day. This reminded me of the experience I had with being disconnected due to full voice mailboxes. Of course, I do not know this for sure, but it certainly seemed like the best rates program has intentionally erected every possible barrier to dealing with customer service requests, including bogus out-of-office replies. Around May 10, someone in Guest Services over the phone helped me file a formal complaint with Hilton Worldwide about my experience with the Best Rates Program. I received a response to that complaint on May 13. (File number: ********) The response was obviously a form apology letter with “Best Rate program” inserted in a noticeably different font. It did not address the particulars of my situation at all, but it did include quite a bit of self-congratulatory language about Hilton’s high standards of excellence. This struck me as especially odd, since the response from Hilton did nothing whatsoever to help me move toward some resolution. The response email to my complaint came from ******* ********* with Guest Assistance. I sent her an email back directly, saying that my issue was still wholly unresolved and requesting further help. I never received any response. A few hours before my stay at the Hilton Atlanta, I called to inquire if my room included a mini-fridge. I was told that it did not, but that as an HHonors member, I was entitled to a complimentary fridge being moved to my room upon my request when I arrived. I brought a significant amount of expensive perishable food as a result. Once I arrived at the hotel, I was told that the fridge service cost $25. I spoke to a couple of people at the check-in desk, none of whom would excuse the fee. But they said they would follow up with me once I arrived in my room. After checking in, I rode the elevator up to my room, only to find that it was being cleaned. I arrived at the room at 5:00pm, two hours after the designated 3pm check-in time. I relaxed and chatted outside the room with the cleaning staff, all of whom were very nice. It was a little over an hour before I was able to get access to the room. That's no small delay in an evening where I had plans and had arrived well after the check-in time. Seeing no evidence of follow up from the front desk, I called to inquire about the fridge. The clerk first admonished me for not remembering who had promised me the complimentary service over the phone. Then, I said that given the delay in getting access to my room, I thought a complimentary fridge was the least that could be done. I am a patient person who is not quick to anger, and I was nothing but polite on this call and in person. But this clerk, incredibly enough, proceeded to scold me again, actually saying that I was lucky to be in my room, and other customers had not yet gotten access to theirs. Needless to say, I was surprised to hear an hour delay in getting my room (that the front desk checked me into with no warning!) characterized as a stroke of great luck. I requested that a manager follow up about the fridge. I never heard from anyone, never received the fridge, and all of my food spoiled. Given that I was without a car, I had to spend significant time replacing it the following day, further inconveniencing me and adding to the cost of my trip. In the room, it quickly became apparent that the shower hardly drained at all. There was a stray condom wrapper located under the sink. At this point I did not bother reporting this to the front desk. I do not think the bathroom was cleaned at all before our arrival. We avoided it. I left an item in the room upon my departure and called about it the next day. After holding, the clerk connected me to lost and found who looked for it and promised to call me back. I forgot about it for a couple of days and called once again,, spent some amount of time waiting on hold to get to lost and found again, and was again told that they would call me back once they knew if they could help. I have not heard back. To date, I have not received the $50 ******** ******* gift card that was promised to customers with best rate claims and to me by ******** in an email. There is no telling how many Hilton employees I interacted with over the month of May, but it was many dozens, usually in reference to a complaint of some kind or another. With the exception of ********, it was most striking to me that no one ever apologized. I am not prone to exaggeration and mean this very literally. Each of ********'s terse emails included an apology for his delay in responding, but showed little sympathy for the degree to which I had been inconvenienced. More often, the response was like that of the clerk who scolded me. Customer service staff would quickly become exasperated with me if I continued to ask for help after telling me that they had nothing to do with the Best Rates Program. While on the phone filing a complaint, I was very sharply corrected when I said that Hilton had ignored my many emails. Often, I was subjected to lectures and condescension. It was bad enough to actually not be helped, but to be met with an openly annoyed and, at times, hostile reaction to my polite but persistent requests for help really tested my patience. In summary, my best rate claim was improperly denied; my requests for further assistance were ignored for a week despite a 48 hour response guarantee; the tardy response did not address my problem; a formal complaint elicited a self-congratulatory form letter that did not address my issue or help me in anyway; my response to that complaint was also ignored; I was not given reasonable notice that my best rate claim was addressed and had to figure it out myself; my adjusted rate was incorrect; my repeated phone and email inquiries to have the rate adjusted properly were ignored; I was disconnected after reaching full mailboxes after holding to even get to that point; I dealt with obviously inaccurate out-of-office email replies; waited three weeks for a response to my second best rates inquiry; that response flatly denied my valid claim and mischaracterized my conduct; I was told a mini-fridge would be available to me for free; then Hilton tried to charge me for it; then scolded me for not remembering who made me the promise; then had to replace my food at significant time and expense; I was checked into a room that was still being cleaned; delayed entry to my room for one hour; told I was lucky it wasn't longer; subjected to a shower that would not drain, an unclean bathroom, and a condom wrapper on the bathroom floor; and, with three pro forma exceptions, received no apologies for any of the inconvenience.

Desired Settlement: Given that I was overcharged for the room in the first place, and all the inconveniences suffered along the way, I think a full refund is more than appropriate. The basic relationship that keeps our society afloat is premised on honesty and fair dealing in commercial exchanges. Hilton promised me a clean room that would be available to me for a certain period of time, and in return, I promised them a certain amount of money. I made good on my end of the bargain, but Hilton failed to uphold their end by giving me a dirty bathroom, denying access to the room when I had a right to be there, and not honoring the terms and conditions they set out for pricing. I can assure you that if I did not pay Hilton, they would provide any service to me. So I fail to see why I should be expected to uphold my obligation to Hilton when they so thoroughly failed to meet theirs. If Hilton hopes to earn any of my business in the future, I would expect some sort of additional remedy that recognizes the extraordinary scale of the inconvenience I suffered through in my dealings with them. At every turn over a month's time -- having invested hours upon hours on an issue that remains almost completely unresolved -- I dealt with incompetence, a lack of common courtesy, and my requests for help either proved futile or were just outright ignored. I would think that something like a week's free stay in a resort of my choosing or the equivalent amount of Hilton points would be appropriate. If that sounds unreasonable, I invite anyone to read through the last sentence of my complaint again and ask themselves what it would take to do business again with an organization that had so consistently treated them so badly.

Business Response: Information has been forwarded to ******** ******* who will respond to the guest.

6/20/2013 Billing/Collection Issues
6/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: confirmation number ******** - check in date 5/30/2013; check out 6/2/2013. Upon check in it was discovered that Hampton Inn was charging more than the rate they quoted when the reservation was made. When questioned about the difference they stated it was for taxes - which we showed taxes were listed on the bill; they then stated the extra charge was for "incidentals" - whatever that means. After some discussion, the hotel agreed to abide by the rate they quoted when the reservation was made but the bill at check out showed a $177.75 charge to my **** card which was incorrect. The check out clerk stated she was going to cancel the $177.75 charge and change it to $61.92. A second bill was printed that showed the charge of $61.92 to my **** card. The check out person stated my card would not be billed for the $177.75 - this would be cancelled and not charged to my **** account - that Hampton Inn would only be billing for the $61.92. On 6/4/2013 it was discovered that Hampton had in fact billed my **** for $177.75 - it posted 6/2/2013 the day I checked out. The hotel was contacted - several times as the manager failed to return a call to my mother regarding this issue - and ****** ****** stated a credit would be applied to my **** within 7 to 10 days for the difference $115.83. Today it was discovered that the hotel posted a charge of $61.92 also. They have charged my **** account a total of $238.67 for a $61.92 charge. The hotel was called - when asked to speak with the manager, my mother was connected to voice mail. The manager never returned the call. Since my **** is a debit account I now do not have access to $177.75 that was incorrectly billed to my **** and will not have access for at least 7 to 10 days { assuming Hampton Inn makes the correct credit to my **** account} or longer if the correct amounts are not credited.

Desired Settlement: Immediate credit of $177.75 to my **** account. Apology from management for billing error { service from management during stay and with this billing issue was substandard}.

Consumer Response: ---------- Forwarded message ----------
From: ******** <****************>
Date: Mon, Jun 17, 2013 at 6:30 PM
Subject: ******* Complaint Type: Business Complaint Date Filed: 6/5/2013 9:42 PM
To: info@mybbb.org


Thank you for your help. The hotel has remedied the situation - they have made the necessary adjustments to my account. Thank you.

******* ****** *** ***** **** ***** ******* ** *****

6/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a complaint against DoubleTree ****** **** located on *** ********** **** ****** ****. On 30th April a fradulent charge of $17 was placed on my Credit card and since then its been 3 weeks and the money has not been refunded.called the hotel atleast 10 times and each time they take down the information and do nothing The accountant,front office manager and general manager *** does not return my calls and everytime I call nobody is apologetic for the behavior. I think the hotel has malpractice of using customer credit cards to settle personal expenses and should be thoroughly investigated.

6/12/2013 Problems with Product/Service
6/11/2013 Billing/Collection Issues
5/31/2013 Problems with Product/Service
5/28/2013 Problems with Product/Service
5/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From April 26, 2013 - April 28th, 2013 I stayed at the Hampton Inns in **********, WA and my stay was less than satisfactory with the sink in the bathroom making weird noises whenever other rooms showered or flushed their toilets. The bathroom had black mold in one area and the wall above the sofa had knife marks in it. Additionally the rooms were not very sound proof as we could hear other guests romantic affairs and here people coming and going down the halls all night. Overall it was a pretty bad stay and had most areas hotels not been booked due to the tech conference we were attending we probably would have went elsewhere.

Desired Settlement: Hampton Inn's offers a 100% satification guarantee according to their website and as such due to the issues with the condition of the room, plumbing and noises throughout the night from other guests we hope that Hampton Inn will meet that guarantee by issuing a refund (********************************************************) Notably I ended up getting less than two and a half hours of sleep the first night and sleep the second night was also disrupted on one occasion and really do not know if I could ever stay at a Hampton Inn again.

Business Response:

Hotel will contact guest within 72 business hours.

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]

 Complaint: *******

I am rejecting this response because: I had chosen the BBB to handle resolution.


Regards,

******** *******







Business Response: File has been sent to hotel for resolution.

5/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I reserved a room in December for November 1st. The total cost is $426.20. I was told my credit card will be charge in October 2013. In April my credit card was charged $426.50 and for $39.30. I immediately called the Doubletree by hilton in ********** and asked for an explanation. they said the manager ***** ****** would call me back. I never received a returned called. I called and left 3 messages and the front desk clerk said we have given him your messages and he will call back. He never called back. the next day the clerk at the front desk answer the phone again when I called and informed me that *** ***** ****** credit my credit card and i will received a refund in 3 to 5 days (depending on my bank). I asked the clerk why did this happen and why hasn't *** ****** called me back yet. He stated he did not know. Seven days later the $426.00 came out again April 15th. Now I am upset because I again I called and asked for *** ****** and of course he won't return any of my calls or explain why he keeps doing this. I have occured bounce check fees and no one will return any of my calls. I called the corporate office and told them my story and she immediately got them on the phone and asked them to refund my money for the 2nd time. Still *** ****** has not returned any of my calls. As a Manager he should be calling me back explaining what is going on. he avoids my calls and have the front desk put me to his voice mail or state he is in meetings. The Doubletree should refund me all my money and returned check fees.!

Business Response:

HOTEL HAS BEEN NOTIFIED AND WILL CONTACT GUEST WITHIN 72 BUSINESS HOURS.

Consumer Response:

****** *****
10:13 AM (2 minutes ago)
to me
Images are not displayed.Display images below - Always display images from *****************************

Hi *** *****:

 

The issue was resolved and I am completely satisfied.

 

5/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I stayed at a the Hilton Double Tree in Panama City, Panama. While doing so the staff thier made copies of my U.S Passport and kept on file. I sent two certifed letters to the hilton HQs on 25 Feb 2013 and on 21 Dec 2012 and as yet no response.

Desired Settlement: Request that the policy is not to do that. Request that those files are destroyed.

Business Response:

Here is the response sent from by the hotel to the guest:

From: **** *************

Sent: miércoles, 21 de noviembre de 2012 08:16 p.m.

To: '************************
Subject: from DoubleTree by Hilton Panama City



Dear *** ******



With our guests’ safety in mind, it is our policy that anyone who may enter a guestroom has to register at the Front Desk and some additional charges (in this case, $10 + 10% tax) may apply since the room rate is different according to the number of guests in the room. This policy applies to all new guests not registered during initial check-in regardless of their gender. If any member of the staff suggested something different it was wrong and I apologize for that. I am deeply sorry if this caused any inconvenience during your stay and marred your overall experience and hope you understand our concern for your safety.



Regarding the copy of the personal information page of your passport (name, nationality, sex, date and place of birth, date of issue/expiration), this is a requirement of the local authorities and in compliance with company policy we are responsible for guaranteeing confidentiality and integrity of the information. Be assured that no one besides local authorities may have access to your personal information.



On behalf of the whole team of the hotel I wish to express our appreciation for your preference for our hotel and want to thank you for your comments.



I hope to have the chance to serve you on your next visit to Panama.



Sincerely,



**** ************* General Manager

Direct +***** *** **** * ****** ****** **** ****



DoubleTree by Hilton Panama City

Vía España & Federico Boyd, Panamá

 

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]

 Complaint: *******

I am rejecting this response because:

1. Please state the Panama Code / law and POC which requires you to copy, and maintain Passport information.
2. Please state how long you maintain the copy of the Passport Information on file.
3. Clarification: Once the Fee of $10 + 10% tax is paid in regards to that guest then that guest should receive a key and access to all hotel facilities unescorted. 


Regards,

** *****








5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When we arrived at the hotel, after having made our reservations well in advance with ***, we were told that we had reserved 2 rooms for 4 nights instead of one room for 3 nights. The problem: the hotel had two different names in their computer for my partner who had secured the reservation in his name. Once we identified the correct spelling for his name, the desk clerk insisted, for a reason that we have yet to understand, that he would use the incorrect name for our registration. He assured us that it was *** that messed up--such an error would never be made by the hotel. He was able to cancel the room reservations for the correctly-spelled registration, but unable to get us a room for the third night. His superior intervened and managed to reserve the room under the erroneous name. There were some mildly contentious exchanges between the two over this action--the kind of thing that customers should probably not be privy to--sort of unprofessional. We then had a problem with the bathroom light which I described to the manager as "sort of acting like a strobe light". She laughed and said that we should think of that as romantic. However, the light was fixed. Once home, I was asked to fill in an online survey about our experience at the hotel and I didn't give it a very glowing evaluation. I then received an apologetic email addressed to my e-address under the misspelled name of my partner. I responded to that, once again trying to set things straight, but have never received any sort of response. This was Feb 2013. I also have a monetary unresolved issue with Hampton Inn, ******* ** (Oct 2012) which I can't find on your list, but which I will try to file separately. Given these 2 complaints, I sent a registered letter to a person in upper management outlining in civil terms the nature of my dissatisfaction in both cases. No response to date. This is a company whose hotels we have stayed at since 2009 and heretofore have had no complaint. We won't be staying at any of them again Product_Or_Service: Hotel stay Account_Number: ********--confirmati

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the information stored in their computer to be corrected and some acknowledgement made that our stay had been less than satisfactory. Hampton Inns are very proud of their claim that the customer doesn't have to pay unless he/she is completely satisfied with the accommodations and service. We were made no such offer of restitution. I would like to have that claim honored and restitution made. BTW, I was the one who paid the bill,

Business Response: PLease have guest contact our Guest Assistance office at ************ to file a complaint for both hotels.  We are unable to locate a hotel stay with the information provided.

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]

 Complaint: *******

I am rejecting this response because:


Over the past months, I have been repeatedly directed to various personnel within this company.  When I followed up on these, promises were made for resolution, but there was never any action taken.  Any overtures I have made have been met with silence and so I have no confidence that making yet another contact will make any difference.  The company says that they have no documentation of stays at the hotels in question.  I will be happy to provide such documentation if requested.


Regards,

***** ******







Business Response: Guest will need to contact us at *************

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]

 Complaint: *******

I am rejecting this response because:  Since I submitted the original complaint, I have heard from ***** ******* at the **** ****** Hampton Inn.  She and I were able to come to an agreement on the portion of the complaint related to that particular hotel.  Because that was possible, I am sure that the personnel at the Hampton Inn, ******* ** might be able to resolve the other portion of the complaint.  I have been very specific as to the locations and dates relating to the Hampton Inns cited in this complaint.  I don't feel that calling a guest services # at this point and starting all over will be effective.   In January 2013, I received the following message from ****** ******* of Corporate Escalations in Dallas: 


"Your comments have been forwarded directly to the hotel property. Hilton's policy is to give our hotels the opportunity to resolve pending issues. Please allow us up to three (3) business days to review and resolve this matter.  If for any reason you should need to contact us, your reference number is ­­­ ­ *********"   Obviously, more than 3 days have passed.  It seems that with all this information, the complaint should be able to be easily resolved with the ******** ** hotel without my having to go to guest services and review everything again.


Regards,

***** ******








5/20/2013 Problems with Product/Service
5/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 4/2/13 I HAVE CONTINUALLY OPTED OUT OF THESE MAILINGS FOR OVER THREE MONTHS. YOUR SYSTEM IGNORES MY REQUEST WHICH IS A CLEAR VIOLATION. I WANT A CONFIRMATION FROM YOU THAT YOU ARE TAKING THIS SERIOUSLY.

Desired Settlement: Unspecified

Business Response: Guest has been removed from the mailing list. We also reinstated his forfeited points back to his account.

5/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was practically cursed out by a team member and transfered to a supervisor who told me they would pull the call and was sorry for inconvienace would send me a free complimentary room ticket to my house.. never got ticket..two weeks later i contacted coporate who say they had no recolection of this. This means I was cursed out by a team member and lied to by a supervisor on a recorded line!

Desired Settlement: I want my complimentary room as promised!

Business Response: Certificate was mailed on 5/2/13.  File ********

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I reserved a non-smoking room, and specifically asked for first floor to be sure to avoid the smokers.On returning late the second day, I entered the room. As I opened the bathroom door, I was was nearly overcome with the smell of cigarette smoke.

Desired Settlement: DesiredSettlementID: Refund Request a full refund, as the room I reserved was obviously NOT a non-smoking room.

Business Response:

Please have guest contact us at ************ to file a formal complaint.  Based on the information provided, we are unable to determine which hotel, city, or state where the hotel is located. 

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]

 Complaint: *******

I am rejecting this response because:

I called the Hilton number provided, and was put on hold for an excessive length of time.

Here is the info requested by Hilton, Wash DC:

Location of Hilton against which my complaint was originally submitted:

Hilton Garden Inn

 

**** ************ *** ********** ** ***** ********

 



Regards,

***** *****








Business Response: Hotel refunded one night.  Please see attachment.

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]

 Complaint: *******

I am rejecting this response because:

I requested a refund on both nights because the room was advertised as "non smoking" and it was not, which is a case of false advertising.

Regards,

***** *****








5/10/2013 Problems with Product/Service
5/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I booked a hotel stay via Hilton's website for a one day stay. I noted my error and immediately called Hilton Reservations to correct as I needed to stay for two days. I spoke with a lady and informed her that I needed to correct my current reservation or cancel my current reservation. She was polite and adjusted my stay for the correct two nights that I needed. I then receive two charges later at the same hotel. I find that the lady with whom I spoke with created a new reservation and did not cancel or adjust the reservation I had informed her of. I have called Hilton customer care and Hilton advance reservation desk to attempt to rectify the situation. They both were unwilling to correct the situation, knowing that I had called immediately after my initial booking to adjust/fix. I do not understand how this can be my fault when I called within the specified time limit of correction and requested my reservation be adjusted. Hilton can clearly see that two reservations would have been made in my name, and should have questioned me over the phone about this; which they did not do. This is complete customer disregard and unfair treatment for an issue they created. Confirmation # for charge in question: **********

Desired Settlement: I would like a refund for the amount in question ($121.02)as I did request two rooms, I requested a change in my reservation.

Business Response:

Refund will be mailed to:

**** *********** ***** * *** **** ** ******

If this address is incorrect, please contact us at ************

 

 

Consumer Response:

[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 *******, and find that this resolution is satisfactory to me. 

It is unfortunate that I had to escalate it to the BBB for resolution, but appreciate that the BBB has the power to assist. Thanks for what you do!

Regards,

**** *******

4/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Now on two occasions the manager of the HILTON HOTEL in ******* ******** ***** has not responded to my phone calls. I am attempting to resolve both a CUSTOMER SERVICE and a BILLING issue. He refuses to return my phone call leaving me no choice, but to pursue outside resolution.

Desired Settlement: CALL ME BACK!

Business Response:

A file has been sent to the hotel. They will contact guest within 72 business hours.

4/30/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On 05 Feb 2013, it was admitted by the Assistant Front Office Manager that an error in the billing for my previous stay had occured and I should expect a credit in the amount of $703.10 to be refunded to my credit card. The refunded amount was to occur across two different transactions, one for $462.10 and another in the amount of $241. To date I have only received one credited refund ($462.10) and have not been able to obtain any additional information for the second credited amount.

Desired Settlement: To have the credit refunded back onto my credit card for the remaining amount left to be paid. The amount remaining is $241.

Business Response: See attachment or check attachment tab.

4/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hilton / Hampton claims they have the best rate guaranteed. This is clearly not true see their website claim. ******************************************************************* On a limited budget we planned a trip with our friends to the nations capital Washington DC. In Jan 2013 we booked with Hilton.com and got a rate of 169.00 usd per night. We found later a rate of 174 per night with free parking (34.95) night. We called and the first customer service rep ung up the phone and said too bad. the second rep ********* claimed the nest rate guarantee is only good for 24 hours and after 240 hours they will not guarantee any rates. We paid 3 months in advance our neighbor paid 0 in advance and was able to get a better rate from them. This is very deceptive and poor business. I hope you can take action as I am locked into the rate and tried to cancel but they refused that money could have bought my kids a nice souvineer. Thank you in advance

Desired Settlement: We should be credited the $45 dollars and we should not have been locked into this rate we saw the guarantee and thought we can go wrong. On hiltons own website the price was lower but ********* refused to adjust rate she claimed she did not want to lose her job. I have screen prints dated to show the price difference . orig price 160.65 night(2 nights) advertised price 174.00(2 nights) plus free parking. Parking rate is(34.95)2 nights difference is $88 dollars please help us make this right.

Business Response:

Dear BBB,

We have contacted the guests and advised him that we will refund him the difference.  We have also apologized for any confusion caused by this issue.

Please let us know what (if any) additional information is needed to close the issue.

Thanks,

******** *******

Supervisor

Hilton Guest Assistance



<v:path o:extrusionok="f" gradientshapeok="t" o:connecttype="rect"><o:lock v:ext="edit" aspectratio="t">

2050 Chenault Drive

Carrollton, Texas 75006

United States

 

************ ****** **** ** ************ ** **** ** ************ *** ***************************

 

hiltonworldwide.com 

 

4/19/2013 Problems with Product/Service | Complaint Details Unavailable
4/16/2013 Problems with Product/Service
4/10/2013 Problems with Product/Service
4/10/2013 Problems with Product/Service
4/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a returned frequent business traveler and am mainly using Hilton properties because I have always had a positive experience in the past as a Diamond member and now as a Gold and again eventually heading back up to Diamond again. I have run into a brick wall completely in trying to find an amiable way to alleviate the hit of $261.23 to the company I work for a room that I will not be staying at due to outside forces, in this case, my customer cancelled the meeting last minute - yes, less than the 3-day "allowable" time to cancel for an exception to be applied. I understand that the room was paid as an advance purchase, hence already credited to the company credit card, I also understand the policy states that if this is done that there are no-refund, no changes on said reservation. I understand that such a vehicle is done, I imagine to guarantee a sale on the room without risk of cancellation such as normal reservations that are not pre-paid. In my experience working with companies from different industries, I have had to work with customer service and usually there is a multi-tiered structure, but always there has been a resolution to try to keep the business relationship intact, but in this case I saw no relief at all, again, it was these are the rules and that is it. I understand that there are rules, but there are also exceptions or at least some path to minimize impact, but in this case there wasn't. Perhaps, I have been blessed to work with companies with a bit more compassion to their clientele, but felt no such thing. This reservation, was in ******* ** to be exact near *******, during Spring Break, which with most certainty, the room would have sold and perhaps at a higher rate, had it been cancelled, so I didn't see where this would affect from a fiduciary aspect. It is as if, this was being imposed as a penalty to pay the room in it's entirety for something that was out of my control. Had this been on my own dime, I would have chalked it up for my experience and let it be, but this is on my company's dime and I feel a responsibility to voice my opinion on this absoluteness of not wanting to continue our business relationship at all. Again, I am saddened to see that airlines, credit card companies, etc. have always shown some flexibility even when going against the rules, once they understand that it is not with mal-intent that I tried to cancel.

Desired Settlement: My desired outcome ultimately would be to review the policy and to have some kind of flexibility to account for times that a cancellation or modification needs to be done, when things are not within one's control and not to penalize the customer the full rate as well as block an empty room, that otherwise could have been used by another customer. To me that is bad business, but then again with how things and mindsets are going in this day in age, I am not surprised, but also will not go away quiet and conform.

Business Response:

Guest has been refunded. Please allow 2-4 weeks for receipt of refund.

Consumer Response: [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 *******, and find that this resolution is satisfactory to me.  Thank you!

Regards,

********* ******

4/4/2013 Problems with Product/Service
3/29/2013 Problems with Product/Service
3/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to make a reservation to Hilton ***** ** historial plaza for a stay 3/15-3/16/2013 using HHonnor points but there is no room available. The advertisement on hilton website ********************************************************************) says that one can use points to "book any room, any time, and anywhere." Although I am a gold member (*********), I can't book a hotel room at any time I wanted or anywhere I wanted. I thought your advertisement was quick misleading.

Desired Settlement: Either Hilton changes the advertisement or let me book a room at the Hilston ***** ** historial plaza for the day I wanted. I can be reached at **********.

Business Response:

The ***** ** Hilton hotel is sold out for the night of the 15th, which is why redemption is not available.  We have the Hampton Inn in ***** ** with redemption availablity.   Should *** *** wish to book at that location, please contact us at ************.  Thank you.

Consumer Response:

 Complaint: *******

I am rejecting this response because:

I have already complained that the business (Hilton) advertises that Hilton HHonnor member can redeem a room "any time, anywhere."   This is a false advertisement.  "Sold out" is not an excuse.  This business did not address my compain at all.


Regards,

******** ***








3/23/2013 Problems with Product/Service
3/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint involves the Hilton Garden Inn located at ** **** **** ******* *** ***** *** ***** ****** ***. 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, ** **** ****** 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 (***** - 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 (*****) and explained to him about my family member's illness. She stated that he (*****) 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 (*****) was being difficult about making this accommodation. She asked me to hold and then without me knowing, switched me back to the hotel manager (*****) 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 ***** 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 (*****) rudely indicated he would not make any exceptions - even this medical emergency. I attempted to contact the hotel's general manager (*****) 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, ** **** ****** to confirm they were sold out for the evening. It should be noted that earlier that day I explained to the manager (*****) 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 (*****) 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]

 Complaint: *******

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.  


This is another example of the poor management at the Hilton Garden Inn on ** **** ******.  The hotel insisted on deducting the points used in making a reservation even though they knew I had a medical emergency; the General Manager as completely unresponsive and only contacted me after I sent many e-mails and made his lack of response known, was dishonest in that he stated that his reason for not contacting me was because he didn't have my e-ail address or telephone number (totally untrue)then the G/M cancelled a meeting we had pre-arranged so that I could show him the medical documentation he was so insistent on seeing (the reason was because he claimed to have scheduled another meeting at around the same time).  The G/M also was untruthful when he claimed that he never received two (2) voicemail messages I left because he doesn't have a direct number at the hotel.  


Regards,

******* ********








Business Response:

When hotel asked guest why he could not keep the reservation, he initially stated that he "he had to go to a out of state meeting".   The guest then called HHonors and stated that his"mother was ill".  With this, the hotel sent email requesting documentation in order to refund points.  Here is the email sent to the guest:

From: **** *****
Sent: Saturday, March 02, 2013 6:06 PM
To: ************************
Cc: ****** ******* ***** ******** *** ********
Subject: Your Guest Assistance Inquiry# ********

RE: CON# **********

Dear *** ******* *********

Thank you for contacting the Hilton Garden Inn *** ***** **** **** ******. My name is **** ***** and I am the Guest Services Manager.
I see that you are requesting a refund. Per our telephonic conversation yesterday, you’ve stated that you will bring in personally the documentation. Please note again, you have the option of sending a fax. The fax number is ************. We apologize for any inconveniences. Our cancellation policy is at 24 hours prior to your arrival for your reservation.

**** *.

 

Please understand, unless the guest submits the proper documentation, the points will not be refunded.

3/20/2013 Problems with Product/Service
3/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I walked in on March 2, 2013 and was quoted $109.00 for two nights stay. Monday, March 4, 2013 I brought to the attention of the receptionist that I would be staying for possibly 30 days. I was stopped on my way back into my room by the same receptionist and was told that the weekday rate would be adjusted to $119.00 a night for the weekdays. I asked if I could get a discount if I stayed for 30 days. She gave me ********'s card and told me to contact her to work something out. I called her a couple of times before I caught her at her desk. I spoke with her Monday afternoon, March 4, 2013. She told me the best she could do was $115.00 a night for 30 days. I didn't accept and asked to speak to her boss. She told me that she was not in and wouldn't be in until Tuesday morning, March 5, 2013. I spoke with ****** on the morning of March 5, 2013 and she stated that she would not be able to do anything less than $119.00. I said ok and hung up. I later called back because I noticed an exit ticket at my door on the floor. I told the receptionist that I would not be leaving until Friday, March 8, 2013. She said that I was told that the sales manager quoted you $119.00 for 30 days so I will have to charge you $149.00 a night. I stated that I was first quoted $119.00 as a weekday amount before I spoke to her and that I didn't accept the 30 day deal. I was able to find another hotel for $89.00 a night for two weeks. I plan to checkin there Friday, March 8, 2013, afternoon. I also noticed on the exit bill that they charged me $119.00 for Sunday, March 3, 2013 when I was told by the receptionist at check in that it would be $109.00. ******** stated that the regular rate was $189.00 per night and ****** stated that the regular rate is $219.00 a night. Frankly I getting the impression that customers are not being charged in a consistent and fair manner. I think the receptionist that tried to charge me $149.00 a night was ****** but she didn't offer up that information to me. Inconsistencies!

Desired Settlement: That I am charged $119.00 a night up until Friday, March 8, 2013 and that this information be brought to other consumers attention.

Business Response:

Hello,

Please advise which city, state, and hotel the guest is referencing.  Upon receipt of the requested information, a file will be sent to the property for resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this is not a resolution.  The location of the site is in ****** ****** ****** *** *****.  They can be reached at 1-301-622-3333.

Regards,

***** *******

3/15/2013 Billing/Collection Issues
3/14/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: During the week of January 13, I had stayed at the Hilton Executive Tower in downtown ********, my 3rd visit. During the weeks prior I had been looking online for the best deals. On Hiltons own website they offer an upgrade to include valet service at a discounted rate during your stay. Of all my options I chose that one as this fit my needs and budget best. Only at check-in was I told that this was not available at the Executive Tower I was staying at and that I would be paying the normal for valet service, even though I had booked my room at there website and chose specifically the executive tower and there upgrade option made available to me. I have lodge a complaint on there website and had a automatically generated response telling me I would get a reply which never occurred. To add to my dissappointment on my last day as I was checking out I was informed that the valet service that hotel uses, **** ****, had a theft of multiple keys including my rental. I incurred $450.00 of fees from ***** that I had to pay a month ago. I was told at the time from the conceirge that it was **** ***** problem, which I get to an extent. I have had troubles being reimbursed. Ultimately I was a guest of Hilton. The General Manager did offer me help in spurring on a reimbursement check. I still need help to get the money due me from **** ****.

Desired Settlement: I would like to see a refund for what I had to pay for a service that was initially offered at a discounted price, it is obviously a bait and switch tactic, perhaps unintentional, but still leaving me no choice but to pay the higher price at check-in. I also would like some assistance from your management in regards to getting my money reimbursed for the theft that occured while a guest of Hilton and by your sub-contractor **** ****. Also please change your website to more honest and truthful when offering services and upgrades.

Business Response: The hotel comped the parking charge for the guest.

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]

 Complaint: *******

I am rejecting this response because:

I was never offered any compensation, I was charged full price and I have not had any refund on my credit card or the offer of a refund.  Why would an upscale hotel lie about that?  Also that is only part of my complaint.  I have also asked for help with there valet vendor who has not reimbursed me for the charges I incurred because someone stole my keys from them while in their possession.  If this is how they are going to treat a 'valued guest' everyone I meet will hear this story.  Please have someone from the management return a call so that we can rectify this completely mishandled mess.

Regards,

****** ********








Business Response: Please see attachment. Guest was refunded for all nights of parking.  As a goodwill gesture, guest will be refunded one night plus tax ($216.41).  Please allow 10-15 busines days for receipt.

Consumer Response:

 

 

[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 *******, and find that this resolution is satisfactory to me. 

Regards,

****** ********

3/8/2013 Problems with Product/Service
3/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dear Sirs:I am writing this letter to tell you how extremely disappointed I was with my recent stay at Homewood Suites and Inn located at **** ****** ***** ************* ************ *****. Hilton should be ashamed to have this hotel have the Hilton name associated with it. I am also protesting my charges with ******** *******.My family checked in on August 29, 2012, and checked out on September 2, 2012 after four nights of very unsatisfactory accommodations. Prior to my arrival, on August 28th and August 29th, I called the hotel and requested a feather-free room since my children have asthma and I have severe lung damage. When booking this room, I called the hotel and told them that I needed a room that pets were not allowed to stay in. They told me that the wing of the hotel that I was staying in do not allow pets. Evidently, I was lied to because during our entire stay we saw many people with dogs especially large dogs and upon checkout on the last day I had spoke to the general manager, I was told that what was told to me was not true pets were allowed all over the hotel.On the first day that my family entered the hotel room, there was a very bad odor in the second bedroom. I was told that they just caulked the bathtub and that was the cause of the odor. The odor was a very strong vinegar type smell. Also, in the master bedroom, there was a putrid odor of ammonia coming from the closet and the smell of dog feces in the room. In addition , the blankets on the bed had all urine stains and brown feces stains on them and they were made of goose down. Also, the majority of the pillows that were on all three beds contained goose down. I asked if they could do something about the odors and they said they would when we left for ******* ****. Also, they brought us up new blankets and they were severely stained also (see photo #1). After the third time finally the women working the desk (*****) brought us up some blankets that were finally clean. She said that she personally went to the laundry room to get them. Upon returning to our room at 11 P.M., the closet still had a very strong and putrid odor of ammonia which we had to close the door and put a damp towel in front of in order to quell the smell (see photo #2). After calling about the odor, the next day and the day after, nothing was still done. In addition, the smell of dog feces still lingered. As my daughters went to bed, upon examination of the room, I found a dark spot next to the night table that was still moist and smelled of dog feces. When I called the front desk, I was told that they couldn't rectify the problem tonight and it will be fixed first thing in the morning. After my daughter couldn't take the smell anymore, I put her on the sofa and went to the Giant Supermarket and purchased Oust (an odor eliminator) and I had to clean the feces off of the carpet myself and deodorize the room I used my foot as a reference to the size of the feces that was on the floor (see photo #3). I also had to drive twenty minutes each way to a ******* store to purchase "Nature's Miracle Pet Odor Remover". By this time, it was almost 2 a.m. I was finally able to get the odor's immediate stench out. The next day, the closet still had the odor and this wasn't rectified for our entire stay. I had complained about the odor in the closet every time we arrived back at the hotel from ******* ****. On one occasion it was *****, on another night it was a gentleman working the front desk who I cannot recall his name and on the Friday or Saturday night it was ***** and ******. Also, the bed sham in the main bedroom had a urine stain and smell on it too (see photo #4). I had to use Nature's Miracle on this stain, too. In addition, the closet in my daughter's room ( the 2nd bedroom) had an odor that wasn't corrected either. Also, her bed sham had dog or some kind of animal vomit on it (see photo #5). After three days of complaining about these foul odors, I had to finally leave a day early since the issues were never rectified. Upon checking out, I called the general manager to come up to the room and I showed him all the issues. He was very polite and said that I was correct. He also stated that when I booked the room, the front desk should have never told me that dogs aren't kept in that wing because it was not true. Also, the chairs in the kitchen had urine odors to them too and satins that I once again had to use my "Natures Miracle Pet Odor Remover" on (see photo #6). Also every single day the bathroom would not be cleaned properly either (see photo #7). Not only was I disappointed, I was very upset because after the first night, my two daughters and I started to get asthma attacks and it cost me over $400 in nebulizer medication to try and quell the symptoms. I am requesting that The Homewood Suites and refund my entire stay due to the conditions of the room(s). It has now cost me close to $1,000.00 in medication because each of my daughters and myself had to be on the nebulizer/asthma treatments for over three weeks. If you have any questions or would like additional photos, please feel free to contact me anytime via email at **************** or on my cell phone ************** or my home telephone **************.Sincerely,***** ***************** ************ *** *** ************* ******* ** *********** ****** ****** * *************** ***** ****

Desired Settlement: FULL REFUND

Business Response: Guest was refunded a total of 2 nights - as of 11/10/12.  We are unable to compensate further.

3/8/2013 Problems with Product/Service
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12/1/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was not satisfied with my hotel stay. Some of the appliances didn't work. The light did not work in the room. The hotel did not have outlets next to the bed to recharge my phone or USB wires to recharge a phone. I called the 800 number to complaint about this issue. The hotel did not honor the refund policy as it states that they would refund the hotel. I could rate this hotel as bad service since they do not want to honor the refund. I would not stay at another homewood suites or recommend anyone to stay at any of this brand of hotel ever again unless they refund back the hotel stay at the homewood suites.

Desired Settlement: I would like a refund back please of the hotel charged. If the hotel really values me as a customer they should offer a free stay or a refund back for the night of the hotel or something that would satisfy me a customer to want to return to Homewood Suites again.

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