Complaints

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

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  Hilton Worldwide

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

• 

  Doubletree by Hilton Rockland

  929 Hingham St Rockland, MA 02370

• 

  Hilton Hotels

  1 Hotel Dr Boston, MA 02128

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  Hilton Hotels

  14 Great Falls Plz Auburn, ME 04210

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  Hilton Hotels

  377 Western Ave Augusta, ME 04330

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:03/15/2023

  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.

  I stayed at this hotel the night of 2/17/23. We paid $402.59 to stay in the "Penthouse Suite-2 King Bedrooms-nonsmoking". We have a family of 7. I paid a lot of money to have one of their deluxe suites that advertised that it sleeps 8. When we arrived, the room that they gave us only slept 6 people. When we called, the front desk's response was that the room only slept 6 people and maybe someone could sleep on the couch cushions. They refused to give us accommodations that actually slept 8 even though that is what we paid for. We were assured that the manager would contact us to discuss our issue and they never called. We have had at least 4 conversations with Hilton customer service and none of them have been helpful. Each time we are assured the the management would call us within 3 days and then no one ever calls us back. They simply put 20,000 points into my account (which doesn't even pay for their basic room) without talking to us to hear our concerns. They continue to advertise that this room sleeps 8 people when it only sleeps 6.

  Business Response

  Date: 03/25/2023

  Hello *************
   
  This is ******, a member of the Hilton Executive Customer Relations team, writing in reply to a Better Business Bureau complaint related to your February 17 stay at Embassy Suites by Hilton Grapevine DFW Airport North in Texas. I left a brief message.
  
  The conflicting information regarding how many guests can sleep in the two-bedroom, two-bathroom suite at this fine hotel inconvenienced your family. I regret to hear about this. You can look to me for any subsequent follow-up. As I mentioned in the voicemail there might not be an immediate fix for the conflicting occupancy details. We will get them corrected as soon as possible so other families do not endure a similar arrival. 
  
  After I called you, I was able to talk with a manager at the hotel. We discussed the thesis of this occupancy conflict.

  Taking this opportunity to review your Hilton Honors account I made a couple of updates. I see the Embassy Suites Be My Guest certificate was processed.

  It is my pleasure to resolve this file as your Hilton Honors advocate.

  Customer Answer

  Date: 03/26/2023

  [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:03/14/2023

  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 and my husband checked into the Hampton Inn & Suites @1421 N BattleField Blvd Chesapeake Va on the 10th of Feb and checked out on the 13th of Feb...once I return home I realized that I do not have my **** **** so I immediately called the Hotel and Jamel answered the phone which I proceeded to tell him that I left my **** and I pinged it into the RM #*** and his response was that I had to call back in the morning and ask for housekeeping as I did..I talked with Ms J W**** I explained to her that I left my **** in the room she proceeded to tell me that there was another quest that checked into the room and she would call me back after the quest check out..I waited about 2wks and called her back due to not hearing from her she told me that quest was still in the room and she did not want to alert him about something being left in the room..I called back again on the 10th of March which I asked to speak with the manager which was Chris and I asked why wasn't a note left the night before alerting you that a quest left a item in the room before checking another quest in..he apologized and said the quest checked out and he and the housekeeping personal was going to check the room and would call me back...this is the 14th of March and I have heard nothing from the manager..I am VERY disappointed in the treatment and unprofessionalism that I have been shown..my **** have pictures of my grandkids that I want back..so PLEASE if you can HELP me in this matter it would GREATLY appreciated. Sincerely,,*********************

  Business Response

  Date: 04/03/2023

  Dear **************,
  
  I hope you are doing well today. 
  
  Thank you for the additional information regarding your concerns with the Hampton Inn & Suites Chesapeake-Battlefield Blvd. 
  
  As shared in my conversation, the Executive Office is unable to directly resolve your concerns with the matter because it involves safety and security. We can advocate for you and ask the hotel's leadership to assist you. On your behalf, I have emailed the hotel's topmost leader and asked that he contact you regarding the matter. I have also shared that you have a police report. Kindly know that I cannot intervene, nor advise with matters involving the police. At this time, the Executive Office is prohibited from further assisting you. Kindly direct further communication regarding the **** to the hotel directly.  
  

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

  Customer Answer

  Date: 04/09/2023

  [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:
  
  Regards,
  
  *********************
  
  No one from the hotel has contacted me and No one has replaced or asked to replace my **** so NO this is not satisfactory that I have received
  

  Business Response

  Date: 04/18/2023

  Dear **************,
  
  I hope you are doing well today. We have received your rejection to the BBB complaint ******** about your lost and found experience with the Hampton Inn & Suites Chesapeake-Battlefield Blvd. 

  As communicated to you before, the Executive Office is unable to directly resolve your concerns with the matter as matters of lost and found must be directed to the hotel for assistance. Although you communicated with the hotel immediately after you left your device in the room you occupied, a new guest occupied the room. Additionally, the new guest had a "do not disturb" sign on the door. The hotel's policy is to abide by a guest's wishes to not be disturbed. 

  The Executive Office is unable to directly resolve this matter and have shared your concerns with the hotel's leadership. It is under the purview of the individually operated hotel to reimburse guests for property left by the guest. At this time, the hotel has declined reimbursing you the cost of your device left in the room.
  
  Best regards,
  
  ****************
  Executive Ambassador

  Customer Answer

  Date: 04/27/2023

  [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:
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:03/14/2023

  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.

  I planned a trip to visit my friend in California, she decided to visit her family member in Riverside during that time, I booked a hotel for March 24, and 25, 2023. Had to cancel my reservation due to flood issues at my friend’s. I tried several times and explained that I have to cancel due to weather and flooding, I was told because it is advanced purchase , they won’t cancel. Despite explaining to several people, they are not taking this unpredictable Mother Nature condition into consideration and they keep telling me their rules. Reservation number is: ********** Dates are for March 24 and 25, 2023. Amount paid: $ 668.73 Due to my job and other family condition, I am not able to plan a future time off, I would appreciate getting a full refund at this time. Thank you,***************************

  Business Response

  Date: 03/24/2023

  Dear *******************************, 
  
  I hope you are doing well today. It was a pleasure to speak with you today when I called. 
  
  I am responding to your Better Business Bureau complaint# ******** about your concerns with your reservation at the Hampton Inn & Suites Riverside/Corona East. 
  
  After reading your concerns and speaking with you, I am saddened to learn that your experience was less than exemplary when you asked that your reservation be canceled due to the flooding in the area, but did not have your request fulfilled. Kindly accept our sincerest apologies for that unintended experience. We are constantly monitoring the performance of all the hotels in the Hilton Portfolio of Brands and measuring them against high service and quality standards. Our guests' comments allow us to continue to improve and exceed these standards.  
  
  The Executive Office is happy to assist you in any way. As some things are unavoidable, we must take opportunities to address our guests' concerns. It is never our intention to inconvenience you in any way. Our records show that your reservation was made as a nonrefundable reservation and it was prepaid. Nonrefundable reservations are discounted rates that are restricted from free cancellations. However, with a fee, the reservation dates can be changed to another day. 
  
  Fortunately, when I spoke with you, you have decided to keep your reservation and are on the way to check-in. I was pleased when you accepted my offer to contact the hotel to re-confirm your stay. Should you have any other issues, please do not hesitate to contact me.  
  
  Thank you, ******************, for sharing your concerns with us and for allowing me to follow up with you. We appreciate your business as an Honors member and are hopeful that you will allow us to provide you with lodging services in the future. Feel free to contact me with any questions at the number below or by answering this email. 
  
  Continue to be safe while traveling! 
  
  Best regards,
  
  ****************
  Executive Ambassador

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  We checked into the Homewood Suites on January 1, 2023 for a one night stay. Our reservation was for a two bedroom suite. Upon entering the room, we were met with a horrible stench. We went down to the front desk and explained the problem. The Hotel Receptionist agreed with our complaint. There were no additional two bedroom suites available so she put us up in two single rooms. We paid for the first room and she comped the second. We used 20,000 points for the initial booking of the two bedroom suite. She would have those returned to us. After a week, the 'returned' points did not show up on my Honors Account so I called the hotel. That issue would need to be resolved by a manager and there was not a manager available. She told me to call back the next morning. I did, no manager available. A few days later I called again. Exact same experience. Called back, no one available. A few days later I called a third time. No manager was available so I asked if the manager would call me. Nothing. I couldn't resolve it at the hotel, so, I called the Hilton customer care number. They forwarded my call back to the hotel. Exact same experience. No Manager. I said, again, I would like a call back. Nothing. After a week or so, I called Hilton customer service again. This time they generated a case number and would have someone call me. The next day I received a call at 10:30 p.m. I was sleeping. No message left. They called again the second day at 8:30 p.m. I was not available to answer. So, I called back. After retelling my story for the fifth time, I was passed to three different people. The third person put me on hold only to be disconnected after a short time waiting. I had given him my phone number so I thought he would call back. Nothing. I am asking for the initial 20,000 points to be refunded to my account and an additional 30,000 points (total 50,000) for the 3-4 hours I have put in to try to resolve the issue.

  Business Response

  Date: 03/19/2023

  Dear ******************,
  
  My name is **** and I am an Executive Ambassador for the Hilton Executive Office of *******************************, CEO. I tried calling you a bit ago and left you a voicemail message.
  
  We received your Better Business Bureau complaint today regarding your recent experience with the Homewood Suites by Hilton ********* - Solon, and our customer service teams. I apologize for the experience you had with the hotel room, the lack of follow-up from the hotel management, and the poor service from our service staff in trying to address and resolve this matter. I can certainly understand your frustration and disappointment with this experience. Our Executive Team and Brand Management Team work closely with our service centers and hotels when quality and service has failed. Please remain assured that our office will be personally following up with the hotel and service centers regarding the negative experiences you have had. We involve our Brand Management Team regularly when we wish to address and resolve situations surrounding failed service and quality.
  
  I have taken the time to check your Hilton Honors account and I am glad to see that the promised 20,000 points were finally added to your account by the hotel on March 9. I realize that the promise to refund these points was severely delayed and the follow-up response from the hotel and our service team was lacking. I am deeply sorry that we did not deliver on our promises with compensation and service. Because of the difficulties you faced, I am happy to post the additional requested 30,000 points to your account. Please allow 24 hours for the 30,000 points to post to your account.
  
  ******************, while I realize that I cannot change this past experience you had with Hilton, I would like to thank you for taking the time to reach out to our office with your concerns. If you would like to speak to me further, I welcome a phone call. Feel free to call me directly at (XXX) XXX-XXXX. Thank you again for making us aware of this matter and thank you for your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

  Customer Answer

  Date: 03/26/2023

  [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:03/04/2023

  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.

  Hello, this complaint is relating to a reservation at Hilton Hampton Inn Santa Fe South, NM, from 3/4 to 3/11. I made my reservation online. After I checked in, I found out that my room was not even close to their description online (*******). The website shows it should be 484 sq feet and what I had was 320 sq feet. I talked to the lady at front desk as soon as I checked my room (around 4pm), she said she assigned the right type of room, the description online was incorrect and refuse to change me to the right type of room to me even there is available room for my entire stay at that moment. She said the either I pay the difference to upgrade, or I need to call my agent. The whole conversation was very unprofessional and made me very uncomfortable as a customer. I called ******* and ******* representative confirmed that the room I have was not what I booked. ******* also called the property and they still to refuse to do anything, unless we pay the difference.

  Business Response

  Date: 03/19/2023

  
  

  Sincerely,

  
  

  BBB Customer Service Team

  
  
  

  ---------- Forwarded message ---------
  From: ***************************** - Executive Customer Relations <******.********.corp.**************************************>
  Date: Fri, Mar 17, 2023 at 11:39 AM
  Subject: BBB complaint #********
  To: [email protected] <[email protected]>

  
  

  Dear ************, 
  
  I hope your day is going well today. I apologize that I could not speak with you today when I called and left a voice message. 
  
  I am responding to your Better Business Bureau complaint #1******** about your concerns with the Hampton Inn Santa Fe South. 
  
  After reading your complaint, I am saddened to learn that your experience was less than exceptional due to the inaccurate room description. Additionally, when you complained to the front desk about your concerns, the interaction was poor. Kindly accept our sincerest apologies for that unintended experience. We are constantly monitoring the performance of all the hotels in the Hilton Portfolio of Brands and measuring them against high service and quality standards. Our guests' comments allow us to continue to improve and exceed these standards. 
  
  The Executive Office is happy to assist you in any way. As some things are unavoidable, we must take opportunities to address our guests' concerns. Our records show that your stay was made with a third-party vendor. Kindly know Hilton Worldwide does not have any affiliation with third-party vendors. Third-party vendors set the terms of the reservations they make for our guests. We are not privy to these terms and of what the third-party vendors furnishes on their websites. Likewise, third-party vendors must assume all payment disputes. If you have not done so, please tell the third-party vendor of your concerns. Our official website does not list the room's square footage.
  
  Regarding your concerns with the check-in experience, I have created Guest Assistance case file# ********* and sent it to the hotels leadership for review and response. I hope to share their response after 48 hours. 
  
  ****, thank you for sharing your concerns with us and for allowing me to follow up with you. We appreciate your business as an Honors member and are hopeful that you will allow us to provide you with lodging services in the future. Feel free to contact me with any questions at the number below or by answering this email.  
  
  Continue to be safe while traveling! 
  
  Best regards,

   

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

  Executive Ambassador

  GA *********
  Office Hours 7 am CST - 4 pm CST 
  Tuesday - Saturday 
  Phone ************ 

  BBB of Metro *************	Fri, Mar 17, 12:34 PM (2 days ago)
  to me

• Initial Complaint

  Date:02/27/2023

  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.

  Reservations: Feb. 24-26 Hotel Address: 8*** ** ***** ****** Kansas City, Mo ***** I checked into the Hilton on Friday February 24, 2023 around 7:30 pm. I tried to turn on the lamp next to the bed and it did not work and when I went to get in bed, I noticed that there were stains on the bedding and pillows. I called the front desk to tell them and request cleaning bedding and pillows and to let them know the lamp was not working. I was told someone would be at my room shortly. After an hour, I called the front desk again and was told that the person who could do that left and I would have to speak with a manager. There was not one present at the time. I was also told that I could not move rooms because they were booked. I decided to leave and look else where for lodging. I tried to ask for a refund as I was checking out, and was told only a manager could do that. I was told the manager would be there on Monday morning at 9:00 am, and they did take my name and number for her to call me, but she did not. I called today and spoke with that manager at the hotel, but she was unwilling to give me a full refund. After a frustrating conversation with her, she finally said she would issue a 50% refund. I was only in that room for a few hours, and it was dirty. I have attached pictures of the stained bedding and pillows. The hotel Manager I spoke with was named *************After speaking with the hotel manager, I called the corporate number to file a complaint. I have spoken with several people via the guest services number and have been hung up on 3 times. To me, this is a no brianer, your hotel was not up to the standards that the company has set, I have visible proof, I tried to handle locally while I was there with no success, and I just want a refund.

  Business Response

  Date: 03/03/2023

  Hello *************
  
  This is ******, a member of the Hilton Executive Customer Relations team, writing in reply to a Better Business Bureau complaint you originated regarding the guestroom that was not ready for your arrival while visiting Hilton Kansas City Airport. Thank you for taking my call earlier this afternoon.
  
  All our guests deserve a clean, fresh room to relax in and enjoy. I am sorry to hear you did not receive the promised replacement bedding that might have made a difference in your experience.

  As we discussed our hotel partner refunded your payment source 50%. While I cannot adjust that source, I will send the other half.
  
  It is my pleasure to work through this inquiry as your Hilton advocate.
  
  Best Regards,
  
  **************

• Initial Complaint

  Date:02/21/2023

  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.

  I phoned the hotel directly on November 21, 2022 to get a rate on a room and parking for a week. I first asked for the government employee rate, if they had one. The girl said yes, that it was $155 for the night of January 12. I then asked what the rate was for parking for a week. She told me 7 days was included with my rate. I didn’t think that could be right so I asked her to confirm that several times while on the phone, which she did (at least three times she confirmed that was accurate). Content with this deal I then booked my room for the night of January 12, 2023 giving my credit card information and receiving an email confirmation. When I arrived, they informed me that I owed $125 for parking for 7 days. When I questioned her, she said no, it was not included and in fact there was a note on my booking that I would have to pay. Not wanting to argue at that point, I payed the fee. After I returned from my trip, I called the manager to speak with him. He was incredibly rude to me telling me repeatedly that I was wrong, that no one who worked there told me that and there was nothing he could do. I hung up and left a ****** review of one star and stated how I was deceived into a cheaper rate that wasn’t applicable. Hilton then commented on the review asking me to contact them again to sort out the concern. When I did, they again told me I couldn’t possibly have been told that and that there was nothing they could do. I have a witness to the original phone call and a mountain of emails regarding the other interactions with Hilton. The fees for parking were not even included on the receipt I received.

  Business Response

  Date: 03/16/2023

  Dear ***********************************, 
  
  I hope your day is going well today. It was a pleasure to speak with you speak with you today.
  
  I am responding to your Better Business Bureau complaint #******** about your reservation at the DoubleTree by Hilton Toronto Airport. 
  
  After reading your complaint, I am saddened to learn that your experience was less than exceptional when you booked your stay to include extended parking. However, once you arrived at the hotel, you learned that parking was not included in the rate. Additionally, when you contacted the hotel’s leadership about the matter, you received less than friendly customer service. Kindly accept our sincerest apologies for that unintended experience. We are constantly monitoring the performance of all the hotels in the Hilton Portfolio of Brands and measuring them against high service and quality standards. Our guests' comments allow us to continue to improve and exceed these standards. 
  
  The Executive Office is happy to assist you in any way. As some things are unavoidable, we must take opportunities to address our guests' concerns. Our records show your reservation was made with our Reservations team and not directly with the hotel. Allow me to take ownership of this matter as I hope to assist you with resolving your concerns.  As a one-time exception and goodwill gesture, we will refund the card used to pay for the parking. Kindly allow up to 7 days for the refund to post to the card used to pay for the parking.
  
  *** ******, thank you for sharing your concerns with us and for allowing me to follow up with you. We appreciate your business and are hopeful that you will allow us to provide you with lodging services in the future.
  
  Continue to be safe while traveling! 
  
  Best regards,
  
  ****** **
  Executive Ambassador

  Customer Answer

  Date: 03/20/2023

  [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.

  Thank you for your help,

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

• Initial Complaint

  Date:02/18/2023

  Type:Sales and Advertising 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.

  Hilton has a price match guarantee where if you find a cheaper price then they match it and beat it by 25%. I found ***.com through *****.com and they had the same room for the same date at a cheaper rate. I called Hilton to get the price match and the employee I was talking to on the phone couldnt get ***.com to load. I had multiple friends and family try and load ***.com and not a single one of them had an issue. Hilton had the room for $102 for the night and ***.com had it for $94 for the night. When the Hilton employee couldnt get the site to load they had me submit a price match online and told me that I would hear back from Hilton within 24 hours. I was booking the room last minute for the same day that I called. I booked through Hilton as I thought they would honor their price match guarantee. I didnt hear back from Hilton until about 48 hours later and they told me that I didnt meet the criteria because I didnt call their contact team for a same day booking. Well I did in fact call them before I booked and they were the ones that told me to submit the claim online. Why would the employee tell me to submit a claim online if it wouldnt be valid? I met all the criteria and I would like Hilton to honor their price match guarantee.

  Business Response

  Date: 03/05/2023

  Good morning,  
  I have attempted to contact the guest via phone on 2/27 and 3/5 and left voicemails. I also followed with emails on the same dates. I have awarded the guest points into his Hilton Honors account as a goodwill gesture to make up for the difference in the PMG (Price Match Guarantee). I have had no response from the guest. If he needs more assistance, he has been provided with my contact information. Otherwise, I will consider this case closed and resolved.  
  
  Best Regards,  
  Dee. G  
  Executive Ambassador 

• Initial Complaint

  Date:02/17/2023

  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.

  I made a reservation for one room, two nights using points at a Hilton property. I called HHonors and asked if I could change the reservation to one night, and I was told the change could be made. When I showed up the second day the hotel room was no longer available. They required me to rebook using additional points, but I was told by HHonors that I would get the points for that reservation back, since I had used "double" points for the room. I have been contacting them for months, and they continue to open cases, but they never respond. When I call, I am not able to talk to anyone on the guest relationships team. They just tell me to email their black hole. Now they say it has been too long, and they can't help, even though I have been calling and emailing forever. It is just so disappointing that a big company would have such blatant disregard for its customers. The points belong to *****************************, a gold member, and I can provide confirmation numbers and case numbers if necessary.

  Business Response

  Date: 02/27/2023

  Hi *******,
  
  Thank you for taking the time to speak to me today regarding the issues you have experienced with your reservations at the Hampton Inn & Suites Newport/Middletown since August 2021. I deeply apologize for the extremely long delay in this matter, and I am sorry that there has been no resolution when you have been in touch with us off and on since August of 2021. While it is true that it is more difficult to locate certain details about reservations and stays that are older than a year in age, I have an older system with reservation details, and I was able to research these reservations you referenced. I was able to finally locate the issue, fortunately.
  
  I pulled up your booking using 96,000 points (confirmation number ********) and I can see that it was booked for a two-night stay with check in on 8/27/21 and check out on 8/29/21. I know that you had called our reservations team to have this stay changed to a one-night stay with check-in on 8/28/21 and check out on 8/29/21. In researching this matter, I show that our reservations office cancelled this stay entirely on 8/20/21 and a cancellation number was issued for this stay. The cancellation number was ********. Cancellation numbers should always serve as proof that a reservation has been cancelled before the deadline. Reservations cancelled before the deadline should never be subject to any paid charges to the guest or use of Hilton Honors points. When your reservation was cancelled before the deadline, points should have automatically been refunded to the account. In my investigation, I can see that your points were not refunded automatically as they should have been. This error and glitch allowed full use of your coupon (coupon # *********) and redeemed your 96,000 points. This reservation was never flagged as a cancelled stay for the hotel to see and therefore the hotel notated your reservation as a no-show and points were charged. This would explain why there was no hotel room or reservation shown at the hotel when you arrived on 8/28/21 for a check-in. While I am glad that we were able to book you for one night on 8/28/21 with the use of an additional 60,000 points for this one-night stay, I regret this error that occurred on your original reservation. Due to this fact, I have fully refunded your 96,000 points from your original booking.
  
  *******, our deepest apologies once again for this extremely delayed situation with Hilton Honors and the hotel. I am terribly sorry for this error in our system and sorry that this has been your overall experience with Hilton. I realize that apologies alone do not change this negative situation. While I regret that this matter went unresolved for such a lengthy amount of time, I am grateful that you contacted us to make us aware of this situation. I appreciate your willingness and patience to allow us to investigate and resolve this matter for you. If you have any additional questions or concerns, please do not hesitate to reply directly to my email or reach out to me by phone. Thank you again for letting us know if this situation and thank you for your loyalty to Hilton.
  
  Best regards,
  
  ************
  Executive Ambassador

  Customer Answer

  Date: 03/07/2023

  [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:02/17/2023

  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 had a reservation for the Hampton Inn Vero Beach, FL. This booking was made by my insurance provider for a surgery consultation at a local doctor's office. With me, I had my 80 year old grandmother as she was accompanying me on this trip. Initially, this booking was made for one king bed. When I called the hotel on 2/15 I asked the front desk if it would be possible to switch it to a 2 double beds, since I had my grandmother with me. The front desk person, stated there was no issue. But on 2/16 I tried checking in via the Hilton Mobile App, and it still had me in a king room. I called the front desk, to advise them to please change it. The person answering the phone, advised me that they had no two double beds available. Then the front desk rep transferred me to their manager. This manager was beyond unprofessional. He became very threating, and hostile when asking to work with me to resolve the issue. I told him that I am traveling with my grandmother, and he didn't even care. Not even once did he apologize, and with all my years as a diamond member this was the worst experience I have ever had. The diamond desk, also tried to speak to the hotel, and they refused to work the desk. They even refused to give the hotel manager's name to the phone rep. To add insult to injury, when trying to check in again on the mobile app. I could see now there was plenty of availability for 2 double beds with a upcharge of $40, which was totally fine with me. But being lied to by the front desk, and furthermore treated horribly by the manager of the hotel is beyond uncalled lying to a guest, and what's the point? I had no issue paying this. That being said, I kindly ask for someone please reach out to me as soon as possible. I also kindly ask that the night be refunded back, and ******* is working on that. But I kindly ask for that to be ok by the hotel, which the reservation has been cancelled. Thank you. Confirmation Number: ******** Hilton Honors #: *********

  Business Response

  Date: 02/28/2023

  Dear ********,
  
  Thank you for taking the time to speak with me today regarding your recent experience at the Hampton Inn Vero Beach.  
  
  I apologize for the experience you had with the hotel regarding this reservation. I can certainly understand your disappointment in not being offered two beds for your room when you were traveling with your grandmother. I understand as well that the deeper issue was the overall response and demeanor from the hotel management staff regarding this situation you were involved in. I am deeply sorry that the hotel management was unhelpful, and unapologetic about the entire experience. This is certainly not the overall experience we would want our guests to have, especially as a Diamond member.
  
  I realize that this was a third-party booking made by your medical insurance provider for a consultation at a doctor's office. I am sorry to learn that you missed the appointment due to the many issues surrounding this reservation. Please remain assured that I will be asking the hotel to please consider a refund of this charge to the third-party insurance provider. Our office will be sharing your feedback, concerns, and comments directly with the hotel and our Brand Management Team. While I cannot verify the hotel room inventory at the time of your call to the hotel, I regret that the service you received from the hotel was not friendly or helpful. I will be posting 15,000 Hilton Honors points to your account for our service failures.
  
  ********, once again our deepest apologies for the disappointments and failures you experienced with Hilton and the Hampton Inn Vero Beach. Thank you for making us aware of this matter and thank you for your continued loyalty as a Diamond member.
  
  Best regards,
  
  Erin S.
  Executive Ambassador

  Customer Answer

  Date: 02/28/2023

  [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. 
  
  Regards,
  
  *********************************