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Poor Customer Service At Hilton Dulles
By -

HERNDON, VIRGINIA -- I found this site while doing a Google search for contact information for Hilton Corporate. I decided to post this because of another posting about Hilton Dulles. I have worked in the service industry all my life and have never held a position I would have kept if I mistreated people. The Hilton chain prides itself on meeting the needs of their guests, so I don't think it's unreasonable to expect good service from their chain, no matter what the circumstances. In this case the guests had already been put through the wringer before they arrived, so I feel it is unacceptable and worthy of bringing to their attention and that of people who are choosing accommodations.

My husband is Active Duty Army and recently deployed to Iraq, but was sent back to California for a week due to a death in his family. When I found out he had an overnight layover just a couple hours away I immediately went to work researching hotels so we could make the most of our evening together. I spent several hours on the internet looking for just the right accommodations. I considered booking the Hyatt, but ended up going with the Hilton because we have stayed at other Hiltons several times and have had pleasant experiences.

I didn't skimp on expense and went with an upgraded room. I checked in before picking up my husband to set out roses, candles, champagne and chocolates; and requested champagne flutes, red wine glasses, and robes be brought to our room. They arrived promptly, and the gentleman who delivered them was very friendly, as were the gentlemen at reception. The next day we enjoyed the pool and ordered room service. Again, the service was good, and the food was satisfactory.

My husband explained to the lady who was working at reception that he had a late flight and she was kind enough to say we could stay in the room until 5 pm with no extra charge. Unfortunately our keys stopped working at 2 pm, so we made some purchases at the gift shop and then checked out and headed to the mall. We went back to the airport and I said a tearful goodbye to my husband as he boarded his flight to Kuwait. I was already approaching Richmond when my husband called to tell me there had been a mechanical problem and his flight had been rescheduled for the next evening.

Exhausted but excited to have one more night with him, I headed back to Washington DC and picked him up again at around midnight. I was delighted when he told me the airline had given him a voucher to stay at the Hilton. I waited in the car while he checked in. When he returned to the car he looked displeased and I asked him what was wrong.

He told me he had requested the same room we had stayed in the night before (since the maid had finished with our floor before we checked out and they may not have cleaned it for new guests anyway) but the lady at reception had very coldly told him she had already done him a favor and she didn't grant two favors a day. This was after saying “not with this voucher, you can't”. I asked him why he didn't offer to pay the difference and he said he was so shocked at how she had just treated him and was so tired he wanted to get away from her and get to bed. He also said it was the Hilton and he was sure the accommodations would be fine.

We arrived at the room and upon entering looked at each other in bewilderment. The room looked more like one you would find at a Motel 6, certainly not the Hilton. It was generally shabby in appearance, complete with metallic beer bottle opener on the unfinished bathroom counter. The room was not clean. The glasses had obviously not been washed, only wiped - leaving a greasy film on the inside of them. The bathroom was also dirty, with a previous guest's facial hair on the vanity and inside the sink.

I asked my husband if he would like me to go book us an upgraded room and he responded that if this was how he was going to be treated he wasn't interested in supplying the Hilton with further revenue. The poor service did continue the next day when he ordered breakfast and the server said she needed to explain to him how the meal voucher worked. She went on to explain that the voucher did not cover the service charge, tax, or gratuity; which I found insulting because of the way she said it. It seemed to us that because he had an unfortunate occurrence with the flight the hotel staff assumed we did not have any money and therefore did not deserve good service.

My husband took a sizable cut in pay to enlist - but we do have the financial ability to get by just fine based on prior good decisions and hard work. The other passengers on that flight were made up of a majority of private contractors who make very good money while building the infrastructure of a country whose people are not as fortunate as those of us who were born in this great nation. For the staff at Hilton to assume these people do not have the financial standing to expect good accommodations and service is a miscalculation; not only from a customer service aspect, but from a general business aspect.

I don't believe the Hilton won over any returning customers that evening. I say this with the understanding that many other passengers from that flight felt insulted by the treatment they received as well (they even decided when these guests arrived on a shuttle to stop serving hard liquor at the lounge early, leaving a bunch of male contractors to try to decide what kind of wine to drink).

People were talking, and they weren't saying good things. My husband pointed out that the hotel parking lot was empty that night and it would have been easy enough for the employees to book us into rooms that would have met the expectations of the Hilton clientele. Not suites, just reasonable accommodations. On top of sub-standard rooms they decide to be rude and condescending?

The income of their guests should be irrelevant anyway. Lots of couples save their pennies so they can splurge on a nice hotel for a special occasion. The agreement Hilton has with United Airlines should be used as an opportunity to boost the reputation of their hotels and encourage repeat business. While I have had pleasant stays at other locations, I will certainly not be returning to Hilton Dulles.

Lack Of Safety For Young Women And Children At The Dulles Hilton
By -

WASHINGTON, DISTRICT OF COLUMBIA -- I wrote 3 e-mails to the Hilton Hotel Corp. with no response to my complaints or concerns. I feel others traveling to DC should be aware of what could happen if you are not watching your back. Below is one of the e-mails sent to a director of the Hilton Corp. with no response.

I have some disturbing news from my daughter who are staying at the Dulles Hilton until Sunday 8/10/08. I am 3000 miles away and can't protect my kids myself and right now I want to jump on a plane just to make sure the rest of their trip is safe. I can't because I spent all my money on their trip. I don't like the responses I have gotten from your Guest Services as well as the Front Desk Manager. I have yet to hear from the General Manager. I was so glad the girls would be staying at a Hilton, I thought it would be safe. Right now I don't feel that way.

Someone opened their room door (246) at 6 am (bolt was on) couple of days ago. (Not reported right when it happened.) Last night someone opened their room door at 11 pm (bolt on). Reported as soon as it happened, told about #1 at this time. They got up at 5 am this morning and all the gas was taken from their rental car, which was damaged in the process. I informed the Security this morning about the car/gas the girls where leaving at 5 am to catch a train to NY for the day. They had to rush to get gas again so they could get to the train station.

Security said they were checking on these things, but I am one really angry mama bear. I was told by the Desk Manager this morning, J. ** that I could always move my children to another hotel. Wrong answer. That is just the type of customer service I DID NOT EXPECT OR DESERVE. I understand the employees are working on the issue but the excuses they are coming back with are not acceptable. Security said it was housekeeping at 6 am, girls were a sleep when it happened. Housekeeping #2 looking for a fridge. Any employee of a hotel is supposed to knock and announce themselves, that did not happen either time.

Car/gas no response from Security. I spoke with them at 7 am Pacific time. Car parked in garage but no camera in that area. Jessica/Whitney will file a police report Saturday 8/9/08. Jessica is 20, Whitney is 21 and Thai is 12. I took precautions to make sure the girls stayed at the same hotel during Thai's Jr. Leadership Conference at the Dulles Hilton. General Information: Reservation under Jessica ** and Whitney ** Additional guest as of 8/7: Thai **. Check-In/Out: August 2nd through August 10th, 2008. Room # ** (Hilton Dulles). Room being paid by: Nadine **.

I have told the girls that when they return tonight to DC they are to have Security walk them to their room and check the room before they enter it. I will call the police if one more thing happens that disturbs the girls. I have no other recourse. Any questions you can call Nadine, Jessica or Whitney.

Customer Service Fiasco Rant
By -

My fiance and I booked a block of rooms for our wedding at the Homewood Suites because the location is perfect for our reception. Booking the hotel was quite easy, however things quickly took a downward turn. According to the assistant manager **, the contract that we signed stated that the booking required a block of 15 rooms, and 60% of them were mandatory. We felt that we had been told the booking was for 10 rooms. Unfortunately wedding planning can involve a ton of decision making and stress, so it's hard to say for sure at this point if we were told 10 rooms or 15... but no matter.

We never received a copy of the contract so I can't read it to be sure what the wording is anyway. It was evident a month or so prior to the wedding that we were not going to be able to fill the required space so we began calling to speak with **, who had put our reservation together. She did not call us back. We tried for literally weeks to get her on the phone, but she continued to ignore us.

When the wedding was 10 days away I was finally able to get ** on the phone by acting really friendly with the girl at the front desk, at which point ** told me that there was nothing I could do to change things because it was so close to the wedding. When I asked her why she didn't call us back, she lied and said that she did, and had spoken to my fiancé. She then told me several times in a robot voice implying a scripted response and a well-rehearsed emotional detachment, that if I had the names of additional people who would be staying that she could take their reservations.

I didn't really know what to do at that point because I honestly wasn't sure where the miscommunication was coming from, so I told her my fiancé would call her shortly. I wished her luck with that, and she laughed and said, "Thanks". After hearing her peculiar laugh, I had the thought that she knew something I didn't. In retrospect I think what she knew was that she would be somewhere else for the next couple hours to avoid some phone calls.

Once again, when we called her back a little while later she didn't answer her phone. We left a message, and then called back and asked for the assistant manager **, who also did not answer his phone. After an hour of not receiving a call back, I called back and was transferred to the manager, who also did not answer. I decided at that point that I needed to be a little bit firm in my request to speak to a live person.

I called back for the 6th or so time, and I demanded to speak to a manager, telling them an answering machine was simply not good enough this time. I was finally transferred back to the assistant manager **, who was in his office. I asked ** about the contract, which he said was for 15 rooms. I then asked him why we did not receive calls back earlier, as ** had stated that if we had been able to speak to someone, the block could have been lifted. He told me that their employees are very busy with giving tours (which of course nobody was available to give us when we stopped in originally), and do not sit in their offices all day answering phone calls.

At this point I became rather upset. He then explained to me that he was a new assistant manager, and that he wasn't working there when we signed the contract so he had no responsibility in the matter. I told him that just because he wasn't working there when we signed the contract didn't mean that it wasn't his job as assistant manager to help me. It felt at the time that he was enjoying our conversation, I kid you not.

He sounded content in the knowledge that a contract was a contract, that he didn't have to help us if he didn't want to, and I am entirely convinced that the worst thing about it from his perspective at that point was that I managed somehow to actually get him on the phone. I expressed these views rather sarcastically and he told me he was upset with my language, though I hadn't swore at him at all. I decided to call him on this, and tell him that he was being a jerk. I figured if he's going to criticize my language I might as well be earning it to some degree. He then told me that it was me that was being a jerk.

I don't think that's one of the three sentences he memorized in the customer service manual, but he was trying to think on the fly so you got to give him points for the effort. I figured that if ** is calling me a jerk, our conversation should probably end, so I then asked him if I should speak to his manager if, in fact, his manager had been there when the contract was signed. The idea of the situation getting ran further up the flagpole must have struck a chord, because he then told me that I might as well just cancel everything because it was obvious he wasn't going to be able to help me.

This was the first time anyone had suggested this was an even an option. I said fine, cancel everything... I was starting to get a whole new level of upset and felt the need to get off the phone quickly before I said something horrible. ** verbally agreed to delete our block of rooms, but also said he would delete the reservations of my guests that had booked there and now I must call them and inform them that their hotel reservations have been lost. When I cooled off and called back to check the names of the guests that I would have to do this for, I was informed that the reservations were still active. I guess ** must have taken off for the day before he had a chance to finish deleting my reservation.

Overall, I understand that a contract is a legal binding document and that by signing it we subjected ourselves to the mercy of the hotel in such a case. However, if you do book here for a wedding, do not expect for the staff to care about you. Do not expect the staff to return phone calls. Do not expect the staff to answer their phones if there is a dispute and they are expecting your call, or to call you back. Do not expect them to be pleased when you finally get them on the phone. Do not expect even the lowest common denominator of service from this group, because you will not receive it.

They do not care about customer service, they will ignore you and hope you go away, and if you finally act mad enough to the front desk to actually get someone on the phone... expect it to be somebody who is not only disinterested in helping you, but is annoyed that you demanded so strongly to speak to them that the front desk actually listened to you.

Expect that they will use any excuse they can to avoid responsibility for any problems that exist. Expect them to try to talk over you or through you, in the attempt to "solve" the problem by frustrating you to the point that you give up. All in all, booking these rooms was by far the worst experience I have ever had with any hotel in my entire life, and I've stayed in European hostels. The fact that I won't be staying there is the best thing I can say about it, because these people just simply don't care and at this point I'm pretty sure they'd try to screw me over somehow just for kicks.

If there was any way that the telling of my experience could influence people to choose a different hotel, I would do it... and it's a nice day and I could be at the pool instead. I like to have fun in my free time, but I'd waste an entire summer day of my life to spread the word about how ** and ** treated us 10 days before my wedding. It sucked that bad.

Lousy Web Site, Lousy Service, Cheaters
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- Website reservation didn't confirm, then I was charged twice. 800 number was on hold 25 minutes, then got Filipino chick couldn't even begin to address the problem. Front desk was matter of fact rude. Hamptons Inn. Too bad. They used to be better.

Hilton Hotels Does Bait-And-Switch, And The CEO Doesn't Care!!!!!
By -

MCCLEAN, VIRGINIA -- Driving East with my family this past July 2011, to visit relatives and see the USA, a loyal customer of Hilton chain, discovers serious roadwork being done on the road ahead which requires a routing change. Wife makes reservation change via Hilton's telephone reservation center and pre-pays for the changed reservation. E-mail confirms room type and cost. Family arrives at new destination after 18 HOURS OF DRIVING in very hot areas of USA. Family checks in, and the hotel manager says, “Sorry, sir. We don't have a room like this reserved for you. We DO have a 1 King bed room for your family of 4, though.”

To this we say, “Not acceptable” and proceed to show our PRE-PAID confirmation from earlier in the day, for a 2 Queen bedroom. Manager then says, “Well, I CAN sell you a second 1 King bed room for ½ price.” What can we do? The family needs a place to sleep comfortably, and it is 10 PM. We asked if he could comp us with the second room; he says, “No can do.” Meanwhile, we see other customers arrive after us receive other rooms which would have worked for our family. Our deduction: We have been ‘Bait-And-Switched' by the Hilton chain.

Now, I figure that a simple e-mail memo to the Hilton Customer Care office, requesting a refund for the room cost, will suffice. Send the first e-mail request, immediately sent a follow-up snail mail letter, wait 2 weeks, no response. Not yet agitated, but… so, fire off a second letter to Customer Care, with the same results. Now I am getting aggravated; isn't Customer Care supposed to do JUST THAT? CARE FOR THE CUSTOMER!!!

I wait 3 more weeks, still no response from ANYONE IN THE HILTON CHAIN! Now I am beginning to lose my patience, as I have spent over 6 hours on my own (research, copying, thinking of how to address the situation, and writing/mailing.) with this issue. So, next I send a Certified Letter to the CEO of Hilton International. Does this receive any attention? ABSOLUTELY NOT A SINGLE CALL, LETTER OR E-MAIL!!! Can you blame me if I am PISSED OFF???

At of the time of this writing, 3+ months have elapsed since my botched hotel stay. I have written a second Certified Letter to the CEO, and received the same results. Thus, I am reporting that the Hilton Hotel chain doesn't give a ** hoot about their best customers! I certainly hope that the Better Business Bureau, and the attorney generals of my state and the state where my hotel stay was can help me deal with this problem!!!

Ran Out of Options, Please Help
StarEmpty StarEmpty StarEmpty StarEmpty Star-
Rating: 1/51

GREENBELT, MARYLAND -- I'm writing this based on an issue I am having with the hotel listed above. I made reservations on Saturday, June 30 because I had a power outage at my house. Less than 30 mins after I arrived, the hotel's power went out. I waited for about another 30 mins and I requested my money back. The power outage caused financial hardship and if I had to sit in a hot dark room I would do it at home based on my circumstances. After 45 minutes of back and forth with the front desk I was told I could only get 50% refund. I thought that was a bit unreasonable and I couldn't understand why the manager was being so rude.

I took it as maybe she was just overwhelmed but I figured half was better than nothing. I went to go check out and was told the computers were down and to write down my email. I asked the front desk clerk how long would they be down because I didn't feel comfortable leaving with just my email jotted and expect my refund. I was told it was no guarantee when they will be running but was promised a refund and email confirmation. I have been calling since Monday July 2 (9281053) and each day I am told they will refund me by the end of the day.

When I called on July 5 I was told my money was refunded on the 2nd. Once I told her I just got off the phone with my bank and I actually had a copy of my statement in front of me she told me to email her a copy as proof (**). I told her I would send it by the end of the next day. I called back that morning to get mr. ** fax # and was told by someone else that faxing a statement wouldn't help because it takes 7-10 business days to show up.

I tried to explain that I already made arrangements with someone to look at my statement. She basically told me to call back in a week. I travel often and have stayed in many hotels and have never been so inconvenienced by a one night stay. I'm more frustrated at the fact that I had a coworker have the exact same issue at another hotel after 3 hours and had no problems recovering. $57 may not seem like much but I'm having a very hard time right now. And I would like to receive my refund in a timely matter. Please help, my reservation # was **.

By -

LA JOLLA, CALIFORNIA -- I arrived at this hotel on Friday. We arrived at about 3:30 at which time I valeted my car and proceeded to the front desk. I was greeted by a nice lady who explained check in was at 4 pm but she would go ahead and get the check in process finished so all we had to do was come back up at 4 pm to pick up our room keys. I explained to her I had dinner reservations at 6 pm at the marine room for my mother's birthday which was the ONLY reason for me coming to La Jolla. I went up to the front desk at about 4:15 to get the keys at which time they said there were no rooms available and they would call us when it was ready.

At about 5:00 pm we go back up there again to explain we still have not had a call and our reservations are at 6 pm. They tell us to wait more. I come back up IRATE at 5:30 at which time I am told there are still no rooms. I start to complain, I then meet with the manager who at that time tells me she would "take a room" from another person and check us in right away. Obviously at this time we missed our dinner reservations. So we go to our room and order room service since we couldn't eat or make it to my mom's birthday dinner.

Then when the room service comes up they forget to bring us water with our meals. We then order dessert, and for the 2nd time in the same night they forget to bring us water with our meals. The next day rolls around and I order breakfast before we leave. The food that comes up is literally uneatable. The eggs are running and mind you these eggs are scrambled, and the sausage is barely cooked. The toast is not toasted and my horrible stay continues. At about 10 am the TV just shuts down mid show which I called to complain about. I call the valet to get my car so I can get out of this hotel as if it was on fire, and they say they will have my car ready.

I come down 20 min later, car is still sitting in the same spot. I ask them, can I please get my car? He said there was some confusion about what room number it was. THEN to top it all off, my girlfriend forgets her sweater there. We call the hotel and ask if they can check on it. They say "yes we will give you a call back soon." We go on an hour hike, get back and SHOCKER still no call. We call again they say "we will check on it, and will call you back soon." We get home to orange county after a 1 hour and 30 minute drive, and SHOCKER still no call.

Not a good experience
By -

LINTHICUM, MARYLAND -- Not a good experience and I would not recommend this hotel. After a storm I lost power and I had to fly out the next morning. So I thought I would stay by the airport and I would have all the amenities that I was without do to the power loss. When I got to the Hilton they confirmed they had rooms and I checked in. I went to the room and turned on the AC and started to get ready for the 4 am flight. After about an hour the room was still hot and I called down to the front desk to inquire about the AC. They gave me the normal trouble shooting speech and told me to call back if it was not working in 10 min. It did not work in 10 min so I called back and asked for another room.

This time the guy that I spoke with said that the AC was not working in any of the rooms. Now I was getting upset. "Did you know this when I checked in an hour or so ago?" "sir it has been this way all day." So, the question is, why would a hotel like Hilton allow guests to check in, when they know full well that they cannot offer the amenities that we are expecting? I could have stayed at my house for free and not had AC. I tried to work something out with the night manager but she was incapable of seeing where I was coming from.

I left with a completely different view of Hilton and they will now be a last resort in my book. All I was looking for was some understanding and maybe a break on the room rate considering I was not going to get what I was paying for.

Rude Behavior of Sales Manager
By -

I wish to inform you of the deplorable way my wife and I were treated by your sales manager, Al, at Parc Soleil, Hilton Grand Vacations Club, in Orlando, Florida. Our stay there was booked by a telemarketer, from Feb 12 through Feb 14, 2010. We were to attend a sales meeting on Feb 14. Our initial salesperson was a Mr. ** (do not know his last name). After his presentation, we felt we had some questions, before we were ready to sign. He called in the above named individual.

During the conversation that followed, ** asked me if I had ever stayed at a Hilton, to which I answered in the positive. However, when I asked him if I could speak to some satisfied customers of this plan, he became irritated, and stated in a patronizing way, that perhaps I should be 'staying at a Marriott or a Wyndham', rather than a Hilton. I took offense at this statement, and informed him that he had no business telling me where to stay, and that I was no longer interested in either talking with him, or buying into Hilton. I informed him also that I was extremely upset by his remarks and intended to report this to Hilton Corporate Headquarters.

At this point, a corporate representative, ** approached me, and tried to defuse the situation. I apprised him of the above facts, and asked him if he would forward my complaints to Hilton, which he promised he would. I feel very strongly, that this kind of behavior by sales managers, or sales agents that represent Hilton, is reprehensible, and deserves condemnation. If Hilton is concerned about its image, persons like ** have no place in representing Hilton. I have already made my concern known in the survey sent to me after my stay.

By -

We booked a weekend in a Hilton Hotel near the sea and were looking forward to getting out of the city. Upon arrival, the hotel was surrounded by police and we were passed on to different police at different entrances and were unable to get into the hotel. When (after about half an hour) the manager did condescend to come outside to talk to us (there was a political party conference and no rooms were booked) he told us that there had obviously been a mistake made as we were booked into the London hotel - not the one in Brighton that we had booked.

Having traveled 60 miles, we were then faced with paying quite a lot more money (most hotels were fully booked) which we did and managed to secure a place. I then phoned the Hilton on 3 occasions and the people I spoke to were unable to help tell me whether I could have the difference in the price that I had paid for the room refunded (the manager had arranged for the room to be refunded). The telephone operative had obviously made a mistake when booking the wrong hotel.

On arriving back, my husband e-mailed the hotel in line with their procedure and received - absolutely no response whatsoever (this was 11 days ago). I also e-mailed them yesterday but we have still not received any response - let alone an apology or an offer to refund the money that we were forced to pay. The whole episode was a nightmare and this was through no fault of ours. Not only did the telephone operative make a mistake but the Hilton has refused to take any responsibility by contacting us to try to put things right. We have stayed at the Hilton on many occasions and even got married there.

We would now recommend to anyone staying in a hotel - make sure you have your booking number with you when you check in, phone the day before (as hotels like the Hilton obviously don't care if they haven't got a bed for you when you arrive - so best to find out in advance if they have made a mistake) and if you are staying at the Hilton, and wish to phone them - be prepared to run up lengthy phone bills and receive zero satisfaction for your efforts. Unfortunately that has been our experience.

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1.5 out of 5, based on 13 ratings and
90 reviews & complaints.
Contact Information:
Hilton Hotels
9336 Civic Center Drive
Beverly Hills, CA 90210
310-278-4321 (ph)
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