Complaints

This profile includes complaints for Hilton Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Hilton Worldwide has 3235 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hilton Worldwide

  7930 Jones Branch Dr Ste 1100 McLean, VA 22102-3313

• 

  Doubletree by Hilton Rockland

  929 Hingham St Rockland, MA 02370

• 

  DoubleTree by Hilton Boston-Downtown

  821 Washington St Boston, MA 02111

• 

  Hilton Hotels

  420 Totten Pond Rd Waltham, MA 02451

• 

  Hilton Hotels

  14 Great Falls Plz Auburn, ME 04210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, July 14, 2023, I attempted to created a reservation on the Hilton website for the **************************************, Tapestry Collection for July *****. After creating the reservation and opting to use ******* of Hilton Honors points from my account, I entered my credit card information for the balance of the reservation. Upon hitting the "submit" button, I received an error message stating something to the effect of "Sorry, that didn't work...." and to contact the company for assistance. I immediately checked my points balance and realized that, although the reservation was supposedly not processed, the 107,000 points was deducted from my account. I contacted customer service via a phone call and spoke with 3 different representatives, none of whom were helpful. They opened a ticket to investigate the matter, saying my points are "on hold" currently. They made no offer to manually process the reservation until the points were reinstated to my account or anything else to try to resolve the situation. They seemed uninterested in helping me with the matter beyond an empty apology. I have subsequently emailed the Hilton Honors program at [email protected]. They referred me to [email protected] to escalate the matter". I haven't received any further response from either email address. My planned vacation time is rapidly approaching. Florida  this time of year is very popular and expensive. Hotels are filling up for my dates and the nightly rate has continued to increase daily. Now the rate is out of my price range and the only available options in the area are very cheap hotels with awful reviews. I lost my father a few weeks ago. I am a cancer patient. I don't have the energy to keep contacting Hilton about this. I have enough on my plate. I just want Hilton to do the right thing NOW, not a month from now when they finally decide to give my situation some attention. Hilton has only added to my stress and frustration.

  Business Response

  Date: 08/02/2023

  Good morning, *******************,
  
  Again, my name is ***, and I am with the Executive Offices of Hilton Worldwide. Thank you so much for taking time to speak with me today. It was truly a pleasure.
  
  *******************, I was relieved to see that the circumstance regarding your points removal was resolved as of 7/19/2023, and I sincerely apologize for the error on our part as well as  for the delay in crediting them back to you. As I stated during our call, the points deduction was due to a systemic error, but your account does now reflect the proper balance.
  
  We are sorry to have ever caused such disruption during the booking process through our website. Our hope is that you never encounter this or any issue again, and we thank you for giving us the opportunity to make this right for you during an already challenging time. Your patience, especially considering this phase of your life journey is beyond inspiring.
  
  If there is anything else that we can do to assist you, please let us know. Take care and safe travels!

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son and I stayed at this hotel from 6/29/23-7/5/23 for his World Series baseball tournament as it was a stay to play. At time of check in my credit card was not working according to the person at front desk since it was late I just gave my debit card.I was also told the wifi was not working and they had no idea when it will be back up working. When my son and I arrived to our room the room felt extremely hot I thought nothing of it just lower the temperature down and put our groceries away. The next morning we left early we had two games did not get back until the afternoon which I noticed the room was still not so cool. I tried calling front desk both of the phones in the room were not working when I got a water so I can walk to the lobby I noticed the refrigerator had gave out at sometime during the day and the food had gone bad. When I went down to the lobby and ask to speak to the manager he was not there because of Fourth of July weekend was not offered a new room. The next day I asked for any manager nobody was there not sure if no rooms were available since a lot of baseball teams were staying there. Until Monday afternoon after we came back from our games is when the maintenance man was in my room and I must say he was the only amicable person at this hotel. He told me the ac was not working it had been frozen and they had to shut it down to unfreeze and figure out what was wrong I had to move rooms and he mentioned the room across from me had just been recently vacant. When I went to the lobby and told the front desk staff what the maintenance man said she responded I dont know how he would know if that room is available I havent even checked my computer. She then checked and that room was available I had to move all my stuff across the hallway. When checking out on Wednesday I asked for the manager again they said he wasnt there he would be back tomorrow to leave my number and he will give me a call back and he should refund me some money because of everything that went on since they were aware of the situation. When we got home and Thursday came no call from the mama her called myself and all he kept talking about was my deposit refund I told him what happen and he said he cant do anything about it since I already checkout. I called corporate and all they did was give me point since I am a Hilton member. The young lady I spoke with expedited my case and I am still waiting for a call back or respond. I am not asking for a full refund or even for the food that spoiled but I am asking to get refunded for the five days that me and my 10 years old son had to stay in  that hot room I see as its only fair since we did not get any of the services your hotel states they provide and the lack of management. At this time not even my deposit has been refunded to my account. Receipt conf: ******** Case number: *********

  Business Response

  Date: 07/25/2023

  Good evening **. ********* 
  I am responding on behalf of the Hilton Executive Office via the Better Business Bureau complaint # ******** regarding your stay experience with the Homewood Suites by Hilton Dallas-Irving/Las Colinas, TX. 
  
  Please accept our sincerest apologies that your experience was not as you had expected, as Hilton is committed to providing exceptional experiences and providing exemplary service. We constantly monitor the performance of all hotels in the Hilton Portfolio of Brands and measure them against high service and quality standards.
  
  I have reviewed your case # *********, I am delighted to see that our guest assistance department has issued 00,000 Hilton Honor points to your BLUE Honors account ending in ***** on and partial refund for one (1) night room and tax in the amount of $000.00 in form of a check on July 9, 2023. Your Hilton Honors points are available for immediate use. 
  
  I am happy to "Make it Right" and extend my heartfelt apology, and as a gesture of hospitality and good faith, by issuing an additional refund of $000.00 in the form of a check, making your total refund half of the amount listed on your attached receipt for your stay. Please know this offer for refund comes from our executive office and not the hotel and will be in the form of a printed check mailed to:
  
  XXXX Street, *******, ** *****
  
  Please allow thirty (30) business days (excluding holidays and weekends) for processing. The estimated arrival should be on or around September 7, 2023. Your check will come in a nondescript envelope. Please confirm receipt of your refund by responding to this email, as I will not consider this matter close until check is in hand or it has cleared our accounting system.  We realize this gesture cannot undo the experience you and your son endured, but your loyalty and trust are invaluable, and we hope the steps taken demonstrate our desire to strengthen your faith in Hilton. Again **********************, thank you again for bringing this matter to our executive team's attention.
  
  If you wish to contact me further to discuss this matter, I am available 11:30 AM - 8 PM CST Sunday Thursday. Please be aware I am acting on behalf of *******************************************, CEO/President, and our Executive Offices. Any further escalation will return to my desk as I am intentionally Hilton's final level of appeal and working with the CEO's office's delegated authority. 
  
  Best regards,
  ******
  Executive Ambassador
  Sunday - Thursday 11:30am - 8pm CST

  NOTE: Amounts and Addresses are not listed for security purpose!
  

  Customer Answer

  Date: 07/27/2023

  [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

  Date:07/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05-26-23, I arrived for a three day stay. On entering the lobby, I discovered they had no hot water. I did not check in or stay there, as no hot water is a health issue. I waited for nearly an hour for the woman at the reservation desk to cancel the reservation and refund my credit card. I was told this was done and we stayed across the street at another of their properties- the Sheraton Detroit Novi. Since then, I have spent countless hours with both the Hampton Inn manager, ********, and their Advanced Corporate Hilton guest team, trying to get a refund of the two reservation dates of May 26 and May 28th, in the amounts of 242.26 and 121.16, as shown on my credit card statement. Six other people with reservations staying there for a wedding I was attending were not charged, yet I was. The advanced corporate team and ********, Manager of Hampton In, both say there is nothing they can do- that the other department needs to do it. I've heard every excuse from I cancelled too late to it was made as a non-refundable reservation. I was never issued a room and did not receive any service from this business due to their not complying with Michigan Department of Health regulations to not operate without hot water. I would like the total amount of 363.42 refunded back to the credit card it was charged on. Thank you

  Business Response

  Date: 07/25/2023

  Dear *******,
  
  Hello and happy Tuesday. I am reaching out once again regarding your Better Business Bureau complaint and your recent stay at the Hampton Inn Detroit/Northville (Farmington Hills Area). Once again, our deepest apologies for the disappointments and experience you had with the hotel.
  
  I have been in touch with the general manager of the property and while he has tried working with the Advance Purchase department to issue your refund, he has run into difficulties in processing your refund. This is because the Advance Purchase department and hotel utilize separate bank accounts and there was some difficulty in linking his hotel account to that of the Advance Purchase department's account. I alternately suggested that we could send your refund via a mailed check from our Executive Office with the bill being paid by the hotel. The hotel general manager agreed to this.
  
  I will be issuing a refund in the amount of $363.52. You should receive a check by postal mail in 30-45 days. While I realize that a check is not as convenient or expedient as a refund directly to your original credit card, our Executive Office regrettably does not have access to credit card terminals for refunds. 
  
  Once again *******, our deepest apologies for the disappointments and experience you have had. Please remain assured that our office works closely with our hotel management teams and Brand Management Team alike to address service and quality issues at our properties on a regular basis. I will be sharing your experience and feedback directly with the hotel and Brand Management Team to address and resolve your concerns. While I wish your experience with us had been a more positive one, I would like to thank you for contacting us about this situation and thank you for your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

  Customer Answer

  Date: 07/28/2023

  [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 pending actual receipt of check in 30-45 days.  
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  Date:07/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday I received poor customer service at 2 Hilton locations in Bridgewater NJ. The first location in which I reserved through ******* was the Hampton inn in Bridgewater my Confirmation Number: ******** , the hotel didn’t have water it was beyond their control however because I booked through a third party it seemed like they didn’t care to help or make a smooth transaction for my reservation to be transferred over to the Hilton garden inn as promised. The staff was not friendly at this location and failed to deliver the promise of creating me a reservation at the next hotel. As I arrived at the Hilton garden inn the Hispanic male at the front desk was very short didn’t try to help locate a reservation. Had me wait in the lobby for 25 mins and when I had the third party call to help resolve the issue he was not enthusiastic to help me. Another customer with a large family came in and It seems as if all of a sudden his customer service for that family was totally different. I have been a Hilton honor member for a long time and this by far has been the worst experience I have had in the Bridgewater area . I absolutely use to stay at the Hilton garden inn on 500 promenade all the time I will never go back there again Luckily I decided to leave that property to now be at the ******** ****** in branchburg I had a slight hiccup with payment as this location charged me after I already paid through *******. However the customer service was superburb. The front desk associate was phenomenal and I appreciate her prompt attention to the billing situation.

  Business Response

  Date: 07/13/2023

  Hello ********
         
  Thank you for being a valued Hilton Honors member! This is ******, from Hilton Executive Customer Relations, writing in reply to a July 10 Better Business Bureau complaint. I called and left a brief voicemail. 
  
  The reported issues stem from your June 30 New Jersey experiences at Hampton Inn & Suites Bridgewater, a forgettable stop at Hilton Garden Inn Bridgewater, and the wonderful Team Members at Homewood Suites by Hilton Bridgewater Branchburg, who saved the evening for all of us.
  
  Modifying, or transferring, a third-party online travel agency booking has limited possibilities. The hotel and our offices have few options when working with these reservations. We love our travel partners, but their bookings come with restrictions, beyond the problem you encountered.
  
  The challenges presented to the Hilton Garden Inn Team Member are appreciated. We need to handle those challenges respectfully and with the light and warmth of hospitality. The escalations file will bring its due attention to the unacceptable staff interaction you described.
  
  It is great to hear that the Team in Branchburg treated you well and worked through the unusual payment and booking issues. The Executive Customer Relations file I set up for the Homewood Suites by Hilton Bridgewater Branchburg is a compliment only, for senior management at this hotel to enjoy and share with its Team Members.

  *******, I want to help make things right for you in the humble way I can, by adding points to the Hampton Inn and Hilton Garden Inn files. These points will open many doors within the Hilton Portfolio of Brands on most available nights. 
  
  It is my pleasure to handle this inquiry as your Hilton Honors advocate. I am confident these experiences are isolated and will not be part of your future travels. All of us look forward to seeing you again very soon! 
  
  Best Regards, 
   
  **************

  GA ********* 

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a 2 night stay at doubletree by Hilton New York downtown for June 30-July 2. Upon arrival I was informed that the parking garage was not attached to Hilton itself but a 3rd party garage. That was not listed on the website. I was then informed that it would be $40 per night but they would have to keep my car all night and I wasn't able to do anything. They informed me that if I wanted to get my car it would be $55 Everytime I needed it. This was listed nowhere on the site and this is very misleading to say the least. I then called the hotel and customer service rep ***** stated he would cancel and he would be able to refund me for the misleading and inconvenience. They did not approve the refund. I am still waiting on the refund.

  Business Response

  Date: 08/02/2023

  Hello **********

  Thank you for taking my call today. The hotel initially did not approve the refund. Shortly after the late-cancellation the hotel updated their decision to not charge a fee/penalty and did not collect the funds from your third-party online travel agency confirmation No. ********.
  Call your third party agency once more. Tell them DoubleTree by Hilton New York Downtown management assured us the funds are still posted on the virtual credit card. They are ready to return to you. Feel free to keep me updated. Remember to look at your Diamond elite Hilton Honors account for the bonus points previously added for this issue.
  Best,

  Customer Answer

  Date: 08/03/2023

  [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

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay at this hotel for May 27-29, 2002. The room was not what was expected, with mold in the tub and uncomfortable mattress. I checked out after one night and reported the issue to Hilton at their 800 number, I received an apology from the phone agent and was assured the issue would be addressed. I disputed the charge and it was found in my favor. I have not been able to use any of my earned honors points since the dispute, and they have sent a collection agency after me. It seems to be retaliation. I have repeatedly asked them to remove the points from the disputed stay (it is the right thing to do) and to allow me to use the points I earned for other purchases. It has been refused multiple times. I am just asking for access to points I earned making purchases not related to this disputed charge. What I have learned is that if I report an issue with a Hilton hotel, there will be retaliation.

  Business Response

  Date: 07/09/2023

  to *********, bcc: ********************;
  
  Dear ******************,
  
  Thank you for reaching out to the Hilton Executive Office of *** ***** ********, CEO. I am responding to your Better Business Bureau complaint and your May 2023 stay at the Hampton Inn Titusville/I-95 Kennedy Space Center.
  
  Based on a review of your complaint with our Corporate Guest Relations office and our Executive Office back in January 2023, I realize that you stated that you had issues with a collection's agency contacting you to collect payment due from the hotel. I am sorry to learn today that there was mold and uncleanliness in your room during your stay. Both our corporate and executive offices established contact with the hotel management and ownership with your initial complaint back in January. The hotel states that there were no records of complaints during your time at the hotel. The hotel owner confirmed that upon check out, the hotel was due money from you on your final folio. This money has never been received by the hotel, which is why your information was sent to collections. I can see that our corporate office offered you a free night certificate, but you declined the offer of the free night certificate as well. 
  
  I personally sent you an email on January 25, 2023 explaining this situation with the payment due to the hotel. As a matter of corporate and executive policy, Hilton Honors accounts are closed for further activity and use of points if a member or guest owes payment to any of our properties. If you have further questions regarding this matter or would like to pay what is due to the hotel, please consider reaching out to the hotel directly at (**** ********.
  
  For the time being, because funds are still due to the property and your declination of the free night certificate was noted, our hotel along with the corporate and executive offices for Hilton considers this matter closed and resolved. While we wish this had not been the experience for you *** ******* and our hotel alike, we want to thank you for reaching out to our offices and thank you for your loyalty to Hilton.
   
  Best regards,
   
  ************
  Executive Ambassador

  Customer Answer

  Date: 07/12/2023

  [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 clearly stated  in January that I did not want the free night after my horrible experience but Hilton does not seem to understand why I would not want to stay in one of their hotels after the example of Hilton cleanliness given by the location in question.   The response also claimed not to know my reason for checking out early but it has been the reason given all along.  They are blocking my ability to use points because I did not keep quiet about mold in the bathroom.   I deflnitely do not recommend Hilton - their customer service is severly lacking.  
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:06/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The room was very stink, we complained about the air & then maintenance came in and pull the air lever but never actually checked the air. There was literally one worker doing everything. Not to mention, those in our party found a bloody bag in her closet that the police had to come investigate as the worker told us they have a contract with *********************************** to complete abortions. I was billed for the room, refunded then billed again. Wat sense does this make? I was not the only one in the part who also had an issue with the billing as she was double charged & had to be refunded as well. This was literally a stay from ****

  Business Response

  Date: 07/24/2023

  This was a duplicate complaint assisted by another agent.

  Business Response

  Date: 08/01/2023

  Here is the response to the guest as the guest concerns were addressed. 

  Hello **** *****,

  Thank you for taking the time to speak with me concerning your experience at the Hilton Garden Inn Tallahassee.

  We truly apologize for the challenges experienced and the inconvenience it may have caused you. As per our discussion on the phone, the hotel extended out a refund in the amount of $483.54 which can take thirty (30) business days for check to arrive in the mail. Also, we issued 30,000 Hilton Honors points, which are available for immediate use.
  
  After reviewing the facts associated with your stay, we find the compensation offered by the hotel to be adequate. **************, we understand that this may not be the outcome you were looking for, but we appreciate your patronage to our brand of hotels and your feedback. Should you have any additional questions, please do not hesitate to contact me.
  

  Thank you for your loyalty and for being a loyal member!

  Business Response

  Date: 08/04/2023

  Sent: Thursday, August 3, 2023 8:56 AM
  To: ******************** <********************>
  Subject: EXECUTIVE CUSTOMER RELATIONS-GARDEN INN TALAHASSEE CENTRAL-GA FILE*********-BBB ********
  
  Dear **** *****,  
  
   I hope this email finds you well this Thursday, I am following up on your email to ********************, and the voicemail that I had left his morning regarding your stay at Garden Inn Tallahassee Central. I do appreciate your quick response to me, thank you. 
   
  I apologize for your stay experience at the Garden Inn Tallahassee Central, and did not meet your expectations, I understand that the expectations of having cool air on your stay was not met even with the maintenance coming in to do repairs it was not a stress-free stay, as well as the multiple charges that appeared on your account, which have since been resolved. This would be upsetting to me as well.  
   
  Our goal is to provide only the highest level of customer service and accommodation for all guests who choose to stay at a Hilton-branded hotel. When we, or our hotel partners, fall short of that commitment, we desire to make it right. I would like to provide you with a refund of one night plus tax.  
   
  **************, thank you for choosing Hilton and be assured that we will continue to work with this hotels ownership and management to reinforce Hiltons commitment to excellence for our guests and their families. Thank you for bringing your concerns on this important matter to our attention and offering us the opportunity to address them directly. We appreciate your continued loyalty and apologize again for your overall experience. 
  
  Best regards, 

• Initial Complaint

  Date:06/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, June 4, 2023 ****** ********************** had a 40th Year Anniversary****** banquet at the Doubletree Hotel in Alsip, IL. During the banquet 3 people got sick and had to leave the banquet room to vomit. We had to briefly stop our program to pray for them. Afterwards more than 15 additional people have reported that they got sick from that banquet and 1 was taken to the hospital. One pastor even reported pulling over to the side of the road after the banquet to vomit on his way home. We feel that the response from the Doubletree has not been adequate. They only refunded 10% of what we paid which we believe is not fair compensation. This was our 40th Year Anniversary and now it will be remembered only for the many people who became sick. It has also harmed the reputation of our ****** by those who attended our banquet. Doubletree has not asked for names or contact information for those who reported they were sick and we are not even sure if they have reported this to the **** County Department of Health. We believe we should have an additional adjustment to our final bill since so many in attendance became sick not only during the banquet but afterward also.

  Business Response

  Date: 07/11/2023

  Good evening,  

  I have spoken with the guest and explained that I have spoken with the DoubleTree by Hilton Hotel Chicago - Alsip and understand that she was a guest at an event held at the property. The person that booked the event and oversaw the event was compensated and very satisfied with the solution. I advised the guest to contact the event coordinator for compensation. 

  Best regards 
  ********** 
  Executive Ambassador 

  Customer Answer

  Date: 07/31/2023

  [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:
  
  

  ---------- Forwarded message ---------
  From: **** ********** <*************@*****.com>
  Date: Tue, Jul 25, 2023 at 2:29 PM
  Subject: Re: ID #: ********-Hilton Worldwide
  To: <[email protected]>
  Cc: **** ****** <***********@hilton.com>, <*************@hilton.com>
  

                                                                                              July 25, 2023

   

  BBB Complaint Manager

  Dispute Resolution Team

  Phone:  ************

   

  Hello BBB,
  

  Thank you very much for responding back to the complaint of ****** ***** ********* ****** ** *** regarding an event held on Sunday, June 4, 2023 at the DoubleTree by Hilton in Alsip, Illinois.

  In response to your email dated 7/22/23, this complaint has not been resolved and we are not satisfied with DoubleTree’s resolution of this issue (File # *********).   

  We are respectfully requesting that BBB reopen our case and review additional information included in this letter which is below.  Further, in reference to this case, please find attached the dinner guest Sick List.

   I apologize for the delay in responding back to your correspondence.

  When we became aware that some of our guests got sick during this event, we contacted the DoubleTree Hotel.  *** **** ******, the catering manager who assisted us during this event, suggested as compensation an overnight stay for 2 with breakfast.  This offer was declined.  *** ****** then asked what we thought would be adequate compensation.  From a lack of knowledge of the magnitude of the situation and lack of familiarity with this type of incident, I spoke too soon by suggesting a monetary compensation of 10% of the gross amount paid to DoubleTree which they agreed to pay.   

  Shortly after receiving this compensation, the sick list began to grow and doubled to 20 guests with phone numbers and an additional 7 with no numbers available.  One guest **** ******* ******** went to the hospital and was released around 1:00 AM that morning.

  To say the least, we are not at all satisfied with the DoubleTree Hotel’s resolution of 10% of the event’s gross amount as full compensation.   Further, DoubleTree did not inquire of the number of guests who got sick during this event.  ****** ***** had to reach out and apologize to our known guest who attended and became ill.  

  This is a very serious stigma for any future events the ****** may host.  We believe ****** ***** ****** has been treated poorly by DoubleTree Hotel nor has the ****** been compensated fairly since so many individuals got sick at this event which we hosted.  We trusted that the service provided by DoubleTree would be performed well and this did not happen. 

  We reached out to Hilton headquarters and was contacted by *** *** ******, Executive Ambassador for Hilton, who suggested we contact the hotel manager or event planner who assisted us and revoice our concerns because Hilton Hotel Chicago – Alsip is independently owned and operated facility and the Hilton Executive Office cannot be of further assistance in this matter.

  We believe we should be compensated for the full amount paid to DoubleTree which is $6810.65.  We have already received 10% of that amount.  At the least we should receive a total compensation of 50% of the gross amount paid.

  As suggested by *** *** ******, we plan to contact the hotel manager *** ******* ***** via phone call to discuss this matter further.

  I am copying *** ***** and *** **** ******, Catering Manager of DoubleTree Alsip.

  We very much appreciate your revisiting this case for further review in helping ****** ***** get a satisfactory resolution in this matter.   

  I am attaching the sick list with phone numbers of those we were able to reach.  There are many others whose names are listed but no phone numbers are available. 

  Thank you very much for your assistance in this matter.

   

  Sincerely,

  
  

  **** ********** on behalf of ****** ****** ****

  attachment:  ****** ***** Dinner Guest Sick List

   

  Regards,
  
  **** ********** 
  

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, when I called in 6/14/23 lines were busy no answer. I had to spend 30 minutes on the phone with customer service to update my credit card on file. Then, checked in after 5pm the info screen in lobby showed self parking $15. I asked the male with an accent who checked me in, if he was going to honor the price because that’s what i was told the parking fee was of $15 & also showed on the screen in the lobby. He declined & said he was updating the price to $20. He changed the price while I checked in & declined to honor the wrong price they displayed. He didn’t welcome me as a honor member nor knew how many points I get since I didn’t want food credit. I had to ask about parking cost, location, hours, breakfast. He was no help on advising me of my stay. I didn’t feel welcomed as a honors member. Then, In the room it had nets flying, a few flies & I killed a crawling ant on my nightstand. The clock didn’t work & flashed so I had to unplug it. & the tv went out no signal, couldn’t watch tv . In 2 days my tv worked only about 2 hours. I Called front desk & ******, wanted to send maintenance to my room 1am in the morning, I declined told them I was in bed so no tv on the first night only watched about an hour before signal faded. Then, the water took over 10 minutes to get heated in the shower. My daughter & I went to the pool & it was very slippery almost fell. It was large puddles of water everywhere. We Was there 2 hours, not one worker came to check the pool area. Then, maintenance came to my door the next day (Thursday, June 15) & woke me up at 8am stating to check the tv. Who watches tv 8am on vacation. I advised him he woke me up & to come back later. He never Came back. I stopped by the front desk again that evening after 435pm & spoke to the same rude male who checked me in. I asked when was maintenance coming. He said he put in an order. My tv was never fixed. Maintenance never came. They are very rude & inconsiderate. I was unable to go back to sleep & the tv is still not working. He woke me up out of my sleep instead of them calling me first. I had to call the front desk again talked to a male with an accent on Thursday 435pm to ask for some one to check the tv. This is the worst experience from a Hilton property from the check in to the room experience. I came here to relax & getaway & instead had poor service & room maintenance issues. They need to credit me minimum two night stay in points or money back. & I want to speak to a DM on this stay. This will be a first & last visit here at Doubletree. I had an existing reservation for 7/5-7/7/23 & I’m Cancelling it from this poor experience. I’d hate to let family, friends & business partners know of this poor experiences. Someone needs to call me on the DM level asap.

  Business Response

  Date: 07/11/2023

  Good afternoon, 

  I have been in contact with the guest. I apologized for the experience they had during their stay. I deposited additional points into the guest's Hilton Honors account to come to a satisfactory and fair resolution.  
  
  Best Regards
  *****
  Executive Ambassador 

  Customer Answer

  Date: 07/12/2023

  [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

  Date:06/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a reservation at the Embassy Suites Birmingham Al located at 2300 Woodcrest Pl on Jun 10th for 2 rooms for my Daughter’s family and my wife and I. Confirmation number was ******** in my son-in-laws name ***** ******. Called enroute to ensure pool hours and was told pool was closed. Had children returning from ****** we told would have Embassy Suites the pool. The front desk recommended we call the other Embassy Suites in Birmingham located at Hoover. The supervisor of the desk advised they had rooms but could not change the hotel for me. I would have to cancel your original reservation after confirming that I will not lose my money, and then they could book me, but could not give me the same rate. I explain the situation both my son-in-law and I are Hilton honors members. They said they had no authority to adjust the rate. So I called Embassy suites reservations explain the situation, and they said the only way that I could switch the hotel is at the receiving hotel would accept the rate. Very frustrating after being on the phone for over an hour. The Embassy suites reservation manager said he has no authority to move the reservation to the other hotel, which has vacant rooms and not even the president of Hilton corporation or Embassy suites has the authority to move the reservation. Somebody is lying. Also, somebody canceled my reservation after I told everybody not to cancel it. When we arrived at the hotel, we found out they were canceled, but they were able to give us two rooms. Hotel was the worst Embassy I have ever stayed in. Room was dirty, no bedspread, had dirty towels in the closet and the refrigerator was sticky. Please call me if you have further questions.

  Business Response

  Date: 06/29/2023

  Hello ***********   
  This is ******, from Hilton Executive Customer Relations, writing in reply to a Better Business Bureau complaint related to your family’s stay at Embassy Suites by Hilton Birmingham. Thank you for being a Hilton Honors member.
  I regret to hear your Alabama stay did not meet expectations. I understand how much young people look forward to enjoying the hotel swimming pool. I apologize to all your family members for this property’s pool being out of service about 10 days surrounding your stay.
  Moving your stay to a nearby hotel with a discount like the Government rate plan you booked at the Woodcrest Place property did not work out. Our hotel partners work well together on relocation issues and try to make those moves happen whenever possible, I apologize that we could make that accommodation for your family’s rooms.
  As Brand franchise partners, each hotel offers the best rates they can, independent of each other. I am sorry you spent so much time and effort working through this issue without clarity or being able to make a relocation.
  Everyone who stays within the Hilton Portfolio of Brands deserves a clean, fresh space to enjoy.
  Thank you for bringing these issues to my attention. A direct call back number for me is listed below if you want to talk. I will also be happy to add additional comments posted here to the Executive Customer Relations file.  
  Best Regards,
  **************

  GA *********

  Customer Answer

  Date: 07/02/2023

  [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 responded to the company and am expecting a phone call on Jul 3rd.  The response did not fully address the issues I raised.  
  

  I was lied to on a number of occasions.  I could live with a decision to not allow the change, but their should be accountability.

  The condition of the rooms were not indicative of an Embassy Suite facility.  We definitely were not satisfied.

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

  Business Response

  Date: 07/07/2023

  Hello *****. Thank you for taking my call today. It was nice to talk about your concerns and allow me the opportunity to personally apologize for our office not stepping in that evening to get your family relocated to ****** by covering the cost gap we discussed. I want to make things right by adding the points offered to *****'s account and sending you one [1] Embassy Suites 'Be My Guest' coupon in the U.S. Mail. Look for the email I sent with these details.

  Best,

  ******

  ** *********

  Customer Answer

  Date: 07/09/2023

  [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. 
  ****** was more than understanding after we talked and I appreciated his effort to contact me. 
  
  Regards,
  
  ***************************