ComplaintsforHilton Worldwide

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We stayed in this hotel on 01/21/22-01/23/22, and while we were there no one cleaned our rooms as I advised the housekeeper before we left out on the first day, nothing was done. We had no clean towels after our first night because the housekeeper did not clean our room. We had a 5 and 2 year old staying with us, so there were snacks in the room, that is why I asked the housekeeper to clean the room after the first night, but she didn't. My granddaughter vomited on the floor and we tried to clean it up, but I had no idea we were going to be charged for damaging towels and the room. The room was not trashed, I cleaned it up as good as I could with no trash bags, I used ******* bags to put all the trash in, as I mentioned, the kids had snacks in the room. We were charged an extra $150.00 for the room/towels trashed and as I recall, none of the towels were trashed nor the room, now the housekeeper may have needed to vacuum the floor, but I picked up all the trash and placed everything in bags and set them tied up on the desk to be disposed. The hotel did not properly notify us of the additional charges and just charges us $150 for towel and room damage. The room was perfectly intact, and the towels were only used to clean my granddaughter after she got sick.

  Business response

  02/15/2022

  Complaint ID ******** 
  Dear *************************,

  I am sorry that I missed you as I tried reaching you by telephone and left you a voicemail. As I mentioned in my voicemail, I am responding on behalf of our Executive Offices at Hilton, regarding your recent experience at the Hampton Inn in Kansas City.  

  After reviewing your concerns, I can certainly understand your disappointment and frustration that led you to contact our corporate office. While an apology will regrettably be unable to alter the outcome of your experience on this occasion, I do extend my apologies with all sincerity. 

  Unfortunately, we are all navigating a new normal in hospitality to help prevent the spread of COVID-19. The lack of usual amenities, hot breakfast, closure of certain facilities, and minimal housekeeping intrusions to your room are all steps in place to follow guidelines in social distancing and maintaining a safe/healthy environment for you and staff.? Now you can simply contact the front desk to request a room cleaning or just a few extra towels. These are current standards in place across our properties worldwide.  
  
  *****************, while we understand your frustration as to how the additional cleaning fee was accessed, please know that these policies are set by the hotel, and we respect the hotel's right to apply this policy for all guests. The hotel has reported that in addition to the damaged towels, there was a broken mirror and the carpet needed to be deeply cleaned after you had departed. Given these details, the hotel has decided not to reverse these charges due to the additional housekeeping efforts that were necessary to place the room back into rotation to rent. 
  
  In addition, you were provided a Team Member room rate, which was not authorized by the hotels management team. Please note that stays under these rates are not eligible for compensation or refunds, as they are offered at such deep discounts.  
  

  I have documented your complaint and forwarded the details of your stay to the hotel management to help improve any area of opportunity. 
  *****************, I realize this may not have been the answer you were hoping for, but these policies are governed by the hotel property and will not be overridden by the corporate office.  

  In closing, we recognize that you have a choice of where you stay, and it is our hope that you continue to use Hilton brands for your personal and professional travel.?  We appreciate your continued loyalty, and we apologize again for your overall experience. 

  Best regards,   
   
  Anitra L.  
  Executive Ambassador  
  GA FILE ********* 

  Customer response

  02/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I specifically asked the housekeeper to clean our room because I knew my daughter was sick. Where are the pictures that prove the room was trashed? It was not trashed on bit and not one mirror in that room was broken or the manager would have told my husband that when he called the first time about the charges, so please do not add on things that are incorrect. He informed us that the towels were damaged ( from cleaning up vomit) and the room was trashed due to the crumbs on the floor, because I personally cleaned up that room myself, and my husband witnessed it, when we saw that the housekeeper did not clean anything. There were no rules set before us when we checked in, I had to get a receipt emailed to me from the Manager because we were never given one. No I don't want an apology because you don't just charge someone's card after you try to adhere your rules after we left. You all had my husband's information, why wasn't he contacted about the charges? The other hotels were checked in with gave us a receipt and a call IF any other charges were to be applied or if they had questions. We heard nothing from the Manager from Hilton Inn just got a large bill. As far as the fee, that is something you need to discuss with your employees, we do not know the policy for using employee's discounts, so that is not our fault. The charges are not considered a refund, they were taken without our permission, we signed a receipt for a $80 stay we did not agree or was notified about any other charges due. I would like a refund because nothing was damaged that room, the room or mirror, and nothing was trashed, as all the housekeeper had to do was throw away the bags of trash, I neatly lined up and tied up, neatly on the table It is sad to know that a guest can not use towels becuase they will damage them. I need proof! There is none the housekeeper, like you said was being overworked because she was by herself cleaning all those rooms that is why she didn't get to mine. The excuse for not cleaning our room when I asked her too, is your housekeepers fault and if she would have cleaned it, I would not have been charged anything extra. I would like my refund because due to your lack of employees, things were not handled properly.
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As soon as we got to the room, Just trying to wash hands and face drew a concern because the sink quickly filled up with a scum-like substance in the water then the sink clogged. We called down to the front desk but I couldn't tell you if and when anyone stopped by to fix the sink. After waiting for some time we left to get something to eat. Upon our return, my girlfriend fell into the bed screaming that she hit something sticking out of the bed. We had more plans that evening and didn't return until early the next morning. I hurt my foot trying to get out of the bed. When I hit the second obstacle jutting out of the side of the bed with my shin, I tried to notify the cleaning personnel. There were two cleanings or hotel personnel at our door asking us to check out. It was only 9 AM! I asked them to come into the room and explain why we would have all these hazards and show them that the tub was so dirty we were extremely uncomfortable using it. Rep ** spoke in a different dialog but rep ** came into the room and when she saw what we were dealing with she said out loud SHIT! That shouldn't be like that she then proceeded to reattach one of the pieces. There are two pieces to these hazards. We proceeded to check out (EARLY) because of the cleaning people pressuring us to get out. I decided to document everything and take the information to the front desk. The front desk experience was more of the same. I explained my problem, showed the representative pictures, and move footage only to feel like I was a bother. The front desk lady has rude and had a very bad temperament. She actually (in a sarcastic gesture) pointed to the room key bin on the counter. Like, who cares, just drop the key. I then stated that this hazard shouldn't be ignored. Her response I was just asking what room you were in?. How can this get worse I booked this room through ********* for $176.55.The next day I get charged from ********* $176.55 AND I receive an addi

  Business response

  02/11/2022

  Dear **. *********,
  
  Thank you for providing me with the information that I requested. I requested a refund check of $88.79 be issued to the address you verified over the phone. This refund will be coming in check form as it will be coming from our corporate office.  The check will be mailed to the verified address on file.
   
  Please allow 30 business days for processing.
  
  It has been my pleasure assisting you with this matter. We hope you stay healthy and safe during these challenging times and look forward to welcoming you to a Hilton branded hotel in the future. 
  
  Best regards,

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

  GA *********

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked my Hilton reservation (reservation #: ********) directly with Hilton on January 2nd, 2022 with a final price of USD$272.23 (room rate is USD$198.95). Hilton has a Price Match Guarantee policy (https://www.hilton.com/en/p/price-match-guarantee/). I submitted my Price Match Guarantee claim to Hilton later that day for a lower price I found for the same hotel. same dates, same room type, same number of guests, same cancellation policy on agoda.com with a final price of USD$242.53 (room rate is USD$180.17). I also took a screenshot of the final booking page of the better deal just in case (the screenshot has everything Hilton needed except the hotel name due to my screen size. Since the screenshot also has the room photo, which you could of-course tell it's the same hotel, I didn't take another screenshot of the hotel name). The next day I got response from Hilton, saying that the lowest room rate they could find on *****.com was USD$203, higher than what I booked with them. Therefore, I sent them the screenshot I took. They then got back to me saying they couldn't do price match for me because the hotel name is missing from the screenshot. Fine I took another screenshot of the hotel name and the room photo to supplement the original screenshot I sent. Because the second screenshot was taken on second day, the little advertisement next to the hotel name that shows % off is different from the % off in my original booking. However, that's not even what required to match according to their policy. Hilton non unexpectedly uses this as their excuse to deny my price match request. They wrote in their email "unfortunately, the image shows 44% off on one screenshot and on the other screenshot shows 50% off ." Hilton is trying to find every excuse they can, even it's not a valid one according to their own policy. This is deceptive. I wouldn't book with them if I knew they are like this. I want to cancel my reservation with a full refund. Thank you for the help.

  Business response

  01/17/2022

  Complaint ID ******** 
   
  Dear ****** ***,  

  It was a pleasure speaking with you today, thank you for taking my call. As I mentioned, I am pleased to respond on behalf of Hilton's CEO, Chris N******* Offices at Hilton regarding your Price Match Guarantee concerns. 

  While an apology will regrettably be unable to alter the outcome of your experience on this occasion, I do extend my apologies with all sincerity. Rest assured we have documented your comments as we continue to improve our guest experiences when rare situations such as this occur. 

   As previously mentioned, your request to receive a Price Match was denied by the relevant department as the criteria was not fully met. In addition, we are unable to modify the room rate as these are within the local property's purview.  
  
  The time taken along with the effort made to share your comments with us is most appreciated. While I understand it is not possible to reverse disappointing experiences, I hope that we will be at your service in the future.  In acknowledgment of your disappointment on this occasion, I have posted 20,000 Hilton Honors points to your account which can be used toward a future stay. The credit should be available within 24 hours. 

  **********, I hope my intervention meets with your satisfaction, and you will accept my heartfelt apology along with the aforementioned gesture. We thank you for bringing your concerns to our attention and for allowing me to follow up on behalf of our executive team. 

  Best regards, 
   
  Anitra L. 
  Executive Ambassador 
  SF #********* 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec. 22nd, I called the main phone number for Hilton at Easton, in Columbus Ohio, to make a reservation for December 24th-25th. Not once did the receptionist notify me that in order to book the night, they would be transferring me to "********.com" to complete the reservation. The person on the other end NEVER told me it was a non-refundable room, just the opposite. They said I had until 24hrs before the reservation date to cancel or get a refund. The very next day, the 23rd, I realized I had booked the wrong day and called to change dates or to cancel my reservation altogether and get a refund. I called Hilton of Easton again and that was when I was told they had no ability to even look into my reservation, since they use a " third party" to make reservations. This was news to me. All of my registration emails were sent to me from Hilton, not a 3rd party. The lady on the phone said "try calling ********.com, but you probably won't get your money back." Then she suggested I find the reservation email and cancel it there to get my refund. So that was what I did. I cancelled it through the email. Once I saw the charge was still on my credit card by the 25th, I tried calling ********, they said "the transaction was already complete and Hilton has my money now." They told me to call Hilton to get my money back. When I called Hilton's main customer line, they suggested I call ********, because "that's who collected our money during the transaction." I really feel manipulated by both companies, but especially Hilton, which I considered to be a trustworthy business and choose to call directly in order to secure a one night stay for my family in a way that is least risky, booking it directly. If I had been told I was being directed to a sketchy 3rd-party, online hotel booker from the hotel reservation desk, I would've never completed the transaction. Also, being told I could change, cancel or get a refund before the 24th was obviously a lie for the benefit of Hilton.

  Business response

  01/03/2022

  Dear *** ****************** my pleasure to assist you today on behalf of the Hilton Executive Office regarding Better Business Bureau complaint #********. We are sorry to learn of the billing issues you've experienced with the Hilton Columbus at Easton.
  
  I requested that a refund check of $158.81 be mailed to the address listed on the Better Business Bureau complaint. Please allow 30 days for the check to arrive.
  
  ************, we realize that every guest has a choice when traveling, and we thank you for making the Hilton Portfolio of Brands your choice. We look forward to the opportunity to serve your future travel needs.
  
  Best regards,
  
  Colleen R.

  Executive Ambassador
  GA *********

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked a stay with points at the Embassy Suites by Hilton San Juan PR from 12/3/2021 to 12/5/2021. We then went on a cruise for a week. When I got back I noticed the bill receipt was sent from Hilton. It said ******* ***** (which isn't me) and showed his charges of $423.18 charged to his **** credit card ending #****. The information for ******* ***** says his stay was from 12/3/2021 to 12/6/2021. The point is I got some of his information and I have NO idea what information was sent to him. Very much a privacy breach to be sending information around. Lucky for me the bill sent me had my address and Hilton Honors number so I'm hoping any of this information wasn't sent to this ******* *****. My account should have had no charges but I also got a fraud charge on a account ending ****. I don't can't pull up which card i used as a 'deposit' but 4 days after my check out I got a charge from a company I don't know. I don't know if the 2 are related as I can't pull up my information if you go right now to my Hilton account and pull up my stay it shows most of ******* *****s information in payment and billing. I have no idea what information ******* ***** or other people might have to my information but if you ask me I think the points deducted from my account should be reinstated for use at another time. It would also be nice to know what bill was sent with my information to this ******* ******** if any.

  Business response

  12/16/2021

   Dear **************,
  
  I added the 110,000 Hilton Honor points back to your wife's Hilton Honors account. Please allow 24 hours for these points to be reflected.
  
  I have sent your case to our Data Protection department for review.
  
  **************, I hope my intervention meets with your satisfaction, and you will accept my heartfelt apology. If you have any additional questions or concerns, please contact me directly.
  
  It has been my pleasure assisting you with this matter. We look forward to welcoming you to a Hilton branded hotel in the future. 
  
  Best regards,
  
  ******************
  Executive Ambassador
  GA  *********

  Customer response

  12/29/2021

  [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,
  
  *************************
  

• Initial Complaint

  12/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been staying at this hotel the same time every year for a few years. This year, we were extremely disappointment by all points of service. Here is our timeline. We booked a hotel room several months ago. We asked for early check in, a portable crib and late check out. We called on our way there (a 4 hour drive). The lady that answered said it was doable for a check in of 1pm. When we arrived, there was a massive line. This line took about 45 minutes to get thru JUST for check in. Our room ended up not being ready and they would contact us when it was ready (about 20 minutes). Around 1:45pm, we went back up to the front desk and was told it still wasn't ready. About 20 minutes later, we went back up to the desk (this is 12/10 around 2pm), there is a woman with blonde hair that had her hair in a ponytail and looked as if she did not want to be at work. She was on the phone and gave us a horrible look. She said "the room isn't ready yet and it's not guaranteed until 3pm." I asked to speak to a manager. 5 minutes later, ***** came out to tell us that there were some issues with the room and they were working on it. He said he would come find us when it was ready. He comes over 20 minutes later and tells us there was an issue with the curtains they are fixing and they are working on it. We asked him why we were told about the 1pm room being ready, and why it wasn't ready yet. He ends up coming over with a key around 3:20pm. Again, there is a room guarantee of 3pm. He said it's not always guarantee. So you have a policy that you do not abide by? Why is that? When we got to our room, there was no crib in there. I got transferred to 3 people before someone said they would bring a crib up. We had also asked for late check out and when we called the next morning, we were told it was $150 an hour because we were in a suite. Does anyone communicate in this hotel staff and know the policies? Or do they all say whatever comes to mind?

  Business response

  12/20/2021

  Dear ******,
  
  To make amends for your experience, the management team has added 50,000 Hilton Honor points to your husband's account. Please allow 3-5 business days for the points to be reflected. Certainly, this will not change your experience, but we hope it will underscore our commitment to your satisfaction.
  
  As no improvements are made without honest dialogue with our guests, thank you for taking the time to share your feedback with the executive office. We genuinely appreciate your loyalty to our Portfolio of Brands and look forward to your continued future stays. 
  
  Best regards,
  
  Colleen R.
  Executive Ambassador
  ** *********

• Initial Complaint

  12/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I stayed in this hotel on 11/21. There was hostility by the front desk that made me feel uncomfortable. I recorded the entire hotel room as I checked out due to this. The next day I am charged $250 and then later charged that amount again. Totaling $500. This was supposedly for a hole in the wall. I recorded and have the video which proves that was a lie. There also seems to be fraud because I was charged for something and then charged twice. Please contact me by email to resolve this matter.I tried to contact the hotel but as soon as they asked for the video and I showed no damage they stopped replying to resolve the matter.#******** is for reference with the hotel

  Business response

  12/17/2021

  Dear ******************,
  
  On your behalf, I have spoken with the hotel's senior management team and delivered your request to have the $250.00 smoking fee and $250.00 fee for damages to the room refunded. 
  
  It was reported by the manager on duty that there was evidence of smoking in your room, they found a hole in the wall, and that you had a party. 
  
  Smoking fees and policies are set by the hotel. We respect the hotel's right to apply this policy to all guests. Regrettably, this office is unable to overturn the hotel's decision in this matter. 
  
  ******************, your voice is critical to acting on our areas of opportunity. I appreciate you sharing your experience with us. Service Excellence is a key focus on building and maintaining our customer base. 
  
  Best regards,
  
  Colleen R.
  Executive Ambassador
  GA *********

  Customer response

  01/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ***** <**********@*****.com>
  Date: Thu, Jan 20, 2022 at 11:18 AM
  Subject: Re: Hilton Complaint Response (********)
  To: ***** ****** <*******@mybbb.org>
  
  I do not accept this decision by Hilton. I received this email from the hotel and asked for pictures of the damage. They responded they would get back to me. They never did. There was no party this was another blatant lie. I was there alone and gave video recording proof of my checkout.
  
  I damaged nothing nor was there smoke. I am not accepting of Hilton's resolve.
  
  Regards,
  
  ***** *******

  Business response

  01/24/2022

  Dear *** ******,
  
  I apologize for your continued disappointment. I realize this is not the outcome you would have preferred. We are unable to overturn the decision of the independently owned and operated hotel to provide you with a refund. Accordingly, we consider this matter resolved.
  
  Best regards,

  Colleen R.

  GA *********

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November the 25 my family and I intended on staying at the Embassy Suites Hotel in West Palm Beach Gardens,FL. Upon our arrival the front desk associate named Julie was very rude while checking in gave us our room key and we proceeded to room *** which was to be our room. I out of habit always perform a search of the room for any type of problem before we settle in. While checking the sofa bed I found a cockroach in the cushions. Appalled I proceeded to call the front desk to try and switch rooms but unfortunately the phones did not work. My family of five with all of our belongings to the front desk. The front desk manager explained that she would come to see the room . I stated I have a video of the pest and if she would like to view the video she could . She then stated that she beloved me but there was nothing she could do for us seeing as they were completely booked. So my options were to either stay in the room with the pest or be stranded with my family on thanksgiving day. Fortunately we were able to find a room at the ****** **** and they were very accommodating especially the associate *****. Unfortunately this hotel did not offer the same amenities as the other hotel such as free breakfast and happy 2 free drink tickets for happy hour. I would love for someone to please get back to me regarding this matter. Thank you.

  Business response

  12/08/2021

  
  Dear *** ******,
  
  Thank you for your reply and for providing me with pictures and videos of the Embassy Suites Palm Beach Gardens PGA Boulevard.
  
  I have created a Hilton Honors account for you and deposited the 10,000 points as promised. You will receive a separate email from Hilton with the account number and directions on how to gain access to the account.
  
  *** ******, please be confident that we will follow up on the points you have outlined to avoid recurrence. We will work with the property’s ownership and management to reinforce Hilton’s commitment to excellence. We thank you for bringing your concerns to our attention and look forward to your future stays with the Hilton brands.
  
  Best regards, 
  
  Colleen R.
  
  Executive Ambassador
  ** *********

  Customer response

  12/11/2021

  [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,
  
  ****** ******
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom may it concern, I checked in to the Hampton Inn Suites located in Parsippany, NJ on the 29th and stayed til the morning of the 31st, however my visit was ruined due to a plumbing problem, low water pressure issue with the room / hotel. The toilet clogged, they had to get a plumber to fix it and because of the issue I had to cancel a party I planned to have with friends in the room and the plumbing problems continued so badly dreaded returning to the room. The hotel management offered no remedy, no offer to put me in a different room, just "Sorry for the inconvenience and contact corporate." I did contact the Hilton customer service line the 1st week of November and they said they'd get back to me within 5 days, it's the 24th and I have yet to hear from them. This is unacceptable service and their failure was selling me a defective hotel room when they knew they had these issues. I am seeking either half or a full refund of the amount I paid of $314.08. If you have any questions, do not hesitate to ask me. Respectfully, ***** *****

  Business response

  12/06/2021

  Complaint ID ******** 

  Dear ***** *****,

  I hope this message finds you well. I am pleased to respond to you on behalf of *********** ******** and our Executive Offices at Hilton regarding your experience at the Hampton Inn in Parsippany, NJ. 

  After reviewing your concerns, I can certainly understand your disappointment and frustration that led you to contact our corporate office. Please accept our sincerest apologies for the inconvenience this has caused you.  

  While we understand the water pressure and service issues lessened your enjoyment, we feel that the Engineer on duty’s response is consistent with the details you have provided us with. 

  *** *****, in acknowledgment of your continued disappointment on this occasion, the hotel has also extended 20,000 points to your Hilton Honors account that may be used towards a future stay. Please allow 24 hours for processing. While we realize that we cannot undo the inconveniences caused to you, I hope that this gesture will go some way to restore your faith in our brand. 

  We thank you for bringing your concerns to our attention and for allowing me to follow up on behalf of our executive team. We appreciate your continued loyalty, and we apologize again for any inconvenience this matter may have caused.  
  
  Best regards,   
   
  Anitra L.  
  Executive Ambassador  
  ** FILE ********* 

  Customer response

  12/08/2021

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I accept the 20,000 Hilton honor points settlement. 

  My Hilton Honors number is Hilton Honors # *********

  Regards,
  ***** *****

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am demanding a full and immediate refund for all charges and fees associated with my booking and stay at the Hilton Penn's Landing Hotel for November 13, 2021 - November 16, 2021. My accrued costs are appx. $640.00 for my ******* booking (Itinerary # **************) and $215.00 for my hotel check-out balance. Saturday, November 13, 2021: Two valet/ bellman working at the main entrance around 4pm adv me that I could leave my SUV at the entrance to check in. One man, ***, loaded my luggage cart and met me at he front desk. He told me to give him my room number or have the woman at the front desk provide it so he could use his master key to set up my bags in my room, alone. I advised the woman at the front desk that I was uncomfortable with ***'s offer. After she tried to convince me that everything was ok, she agreed to allow me to take my cart to my room and return shortly to move my SUV to the parking deck. While in my room, a woman called and lied that my SUV was being towed. I left my room to return the luggage cart and *** was exiting the elevator, hollering at me and lying that my SUV was about to get towed. I confirmed with the other valet outside that Hilton does not tow guest's vehicles. I was lied to, harassed and bullied. I reported this issue to the manager, Alan C*****, who promised to place points on my Hilton Honors account as atonement, which never happened. I filed a complaint through *******. They contacted Hilton and were advised that they have no record of my complaint (which was filed in-person with the manager Alan) or any inconveniences expressed. I want a FULL and IMMEDIATE REFUND of all charges, which includes the $640.00 charged by ******* and the $215.00 paid directly to your front desk. I do not want Hilton Honors points. Please reprimand your staff to address the harassment and misconduct issues and refund me my balance which I paid for quality and safety of service which I did not receive on my birthday trip to PA.

  Business response

  12/02/2021

  Good afternoon ******************,
  
  Thank you for taking the time to speak with me in follow-up to your stay at the Hilton, Philadelphia at Penns Landing, PA. It was a pleasure to talk with you. As promised, I am also emailing to verify the details of our discussion. 
  
  Please be assured that the safety and security of our guests remains the topmost priority for every property within the Hilton Portfolio of Brands. While we are not able to follow-up to any internal actions in response to this matter, please know that your experience is documented and submitted to the appropriate members of our leadership teams for review and action where necessary. As no improvements can ever occur without honest dialogue, thank you for sharing your feedback with the executive office. 
  
  Thank you for accepting  points in lieu of your request for a full refund. Your account has 16,600 points; you will see your balance increase within 24 hours. Certainly these gestures cannot undo this experience; however, we truly appreciate you providing the opportunity to make it right with you as our valued guest and Hilton Honors member. 
  
  ******************, your loyalty and trust are invaluable; and, we hope the steps taken strengthen your faith in Hilton hospitality. Thank you for allowing me to assist you. 
  
  Best regards,
  
  Gladys L

  GA *********

  Customer response

  12/05/2021

  [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,
  
  *********************************
  

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