I filed a complaint with Consumer Affairs and the BBB following my recent experience with Hilton Hotels.
As a Hilton Honors member, I was solicited and purchased a promotional Hilton Grand vacations 2-night, 3-day stay in Park City, UT. I made my purchase and was told at the time of purchase to call back to book my stay. The terms of my purchase were $200+ tax for 2 nights, 10, 000 Hilton points, and a $200 gift certificate to use for another Hilton stay in return for attending a 2-hour sales promotion.
On the sales call, I requested that I be permitted to book in February due to the favorable snow conditions that time of year. I was not at any point told that there would be additional charges for booking that time of the year. After purchase, the sales associate when through a long, scripted statement of the terms and conditions, which were to include a clause of “additional charges may apply”. There was no mention of under what condition additional charges may apply, or what the dollar range of those charges might
I called recently to book my trip in February, and was told that I would be charged an additional $100 for booking during “peak season”. This is abhorrently dishonest not to disclose this charge at the time of purchase. It is a violation of consumer protection laws that I was not given the opportunity to make an informed decision about my purchase. Blanket statements such as “additional fees may apply” are not an appropriate disclosure of the fees associated with purchase.
This is all beside the fact that this is simply dishonest of the Hilton Corporation, and is a risk to its reputation if it continues to deceive its customers. I have contacted Hilton Hotels and await their response.
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DON'T BELIEVE HILTON'S "OUR BEST RATES GUARANTEED" PROGRAM. I am an HHonors VIP with hundreds of Hilton nights to my credit. Yet when I wrote to Customer Service complaining of a lower rate offered on all travel agency sites than on the Hilton site, they denied my claim because I didn't already have a reservation at the bargain arte. Catch-22; the bargain rate wasn't available on the Hilton site. Two months ago I wrote the CEO, this guy. He never bothered to reply. I knew some other chains played games with these guarantees but I never thought Hilton would stoop so low. DO NOT BELIEVE THEIR BEST RATES GUARANTEE.
I am a Gold Honors member and recently made several bookings via the advanced Purchase rate on Hilton.com.
They now offer a refund less $25.00 on the Advance Purchase Rate if you re-book at the same time and a refund will be posted to your credit card in 2-4 weeks.
Well it is now SIX weeks since I cancelled and re-booked, I have contacted Hilton by email ( no one answers) anf by phone, every operator gives a different story, first it was 2 weeks then 4 weeks, the 5 weeks and now five weeks. I also heard that the delay was because of the weather, staff shortage and a back log of refunds.
They refuse to investigat with their accounts department and tell you you must call back, but when you do there is another excuse for the refund not taking place. This is preposturous, they charge me nearly $1000.00 and then another $1000.00 and will not take my calls. What is one to do when you cannot complain to anyone, yes I also left my number for a manage r to cal within 3 days, but 8 days later still no call. Shame on you Hilton
I am very unhappy having to write this letter. Our Room was simply not clean, smelled of smoke and canine, both the love seat at the end of the bed and the couch had stains and were covered with what appeared to be dog hair. Bath tub had rust stains and scratches. Air unit was dirty and full of dust, one of the units in the room had the entire vent cover missing. One of the electrical outlets was not properly installed and dangerously had wires exposed, lamp had a broken bulb with element exposed. We do have photos if you are interested. The Front desk staff was not hospitable, appeared irritated when addressed and was neither helpful or provided any assistance when the issues were discussed. Customer service was not their strong point. We Discussed issues with the room and was told there were no other room available, furthermore, no one ever came to the room nor were the issues ever resolved during our stay. We were never given an audience with the manager. Elevators were not clean and several had daily malfunctions. The Business center had one working computer with its very own set of issues. The courtesy vans were not reliable and seldom available. Fortunately, the property was close to the bus route and metro station. We have never experienced such issues with customer service or cleanliness at any other Hilton property and were very disappointed with the unsatisfactory stay.
May 4-9 I paid for 5 rooms for 5 nights and asked that the this be reflected on my HHonors account. As of today, June 8, 2010 this is not reflected on my HHonors. I have sent two request that this be posted. I don't think I will be staying at any Hilton affiliated hotels in the future. I have rewards from other hotel chains that don't seem to have the problem of accumulating the points I earn.
I had accidentally made an on-line reservation for the Hilton Hotels. A couple of weeks before my stay I checked my confirmation and noticed the error. I contacted Hilton Honors (who I made the reservation through) and was told to contact the advanced reservation number. They indicated that could not change the reservation even though I had contacted both Hotel Managers involved in the two stays and they said if reservations would "open the reservation" they would gladly make the change.
Again I was refused. I spoke to managers of managers to no avail. I submitted a complaint to the Better Business Bureau who tried multiple time to get a response from Hilton and had no luck either. I have submitted a complaint to the Governor of California (home office of Hilton) regarding the situation.
I have now been billed over $ 800.00
http://www.foxnews.com/story/0, 2933, 533525, 00.html
The Hilton Hotel chain will be allowing the Khilafah conference be conducted in Oak Lawn, IL on July 19...two days from now. I am emploring true American Patriots to NOT SUPPORT THE HILTON BRANDS! Boycot those who provide aid or comfort to the enemy. These brands include Hilton, Conrad, DoubleTree, Embassy, Hampton, Hilton Garden, Hilton Grand Vacations, Home2Suites, Homewood Suites, and Waldord Astoria. To allow a conference to proceed that promotes terrorism, jihad, and the failure of our country is unforgiveable. The executive team should fire those involved with booking this conference.
Hilton claims that as long as it is legal and does not interfere with the safety and security of other guests, they are welcome. Nonsense. I would think this conference would present opportunities for violence, and I would certainly not want to stay there while the conference was underway. Not that I would support the action, but what would stop some nut from taking action during the conference? I think Hilton used excuses and greed to make their decision to book this conference. Even an Islamic school in Chicago wouldn't host the conference!
Recently my 18 year old son who is now an active duty member of the U.S. Coast Guard was traveling across the country enroute to his new duty station. Late one evening he stopped at a Hampton Inn in Illinois after a long day of driving. When he attempted to checking in, he was turned away by the manager for being too young to register for a room. He showed them his military ID and orders and explained that he was traveling to his new unit, but he was still shown the door and had to find another hotel.
I have been attempting for several weeks to get the Hilton Corp to answer why they would turn away a young military member, but all they do is thank me for bringing the matter to their attention but will not discuss it. I do not understand their rules where young americans can volunteer to serve their country and go into harm's way, but can't be trusted or allowed to get a night's sleep. He wasn't even asking for reduced rates, just a room.
I hope that everyone will consider during their travels not using any of the hotels in the Hilton line;
Hilton Garden Inn
Until such a time as they change their anti-military guests policies we should all boycott their hotels. After all there are enough other worthy hotels out there to choose from. If you have any questions on this please feel free to contact me.
CMC Bruce Bradley
bruce.bradley AT uscg.mil
I recently had a pleasant stay at one of Hilton's properties in Lake Havasu City, AZ. Due to that positive experience, I sought out Hilton on Feb 28 and booked a room in Portland for a conference in March.
On Feb 29, exactly ONE day later, I get a call from Hilton. I expected a "thank you" or similar. Instead, I get a FREAKING telemarketing call from them... and on my CELL PHONE!
(Call origin: [protected] at 6:09 PM AZ Time).
I chose Hilton because I thought they were a prestigious company. But now I know better. In fact, a friend who travels frequently told me that they've telemarketed him for "life insurance," if you can believe it!
I stayed at the Hilton garden inn in October 06 and someone called posing as my husband. they gave him information about me and my stay. the problem is: I AM NOT MARRIED. I called the hotel and complained. They have been very rude about this situation. I am furious. They asked me not to call the hotel nor can I stay there. Please tell everyone to be careful when they stay at the Hilton. I have tried and tried to explain to them what they have done and they stated that my case was closed. I am in the process of contacting a lawyer so that I can get this guy for harassment. I need dates that this person called and what he stated. They stated my case was closed.