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.
My son got hurt 21 days before his April 16th US Marine boot camp graduation. I had already prepaid for the room for two nights. After numerous phone calls, a rude supervisor, and all the red tape to get a Dr's note, they refused to change the date to his new graduation. I never asked for a refund, just wanted to change the date to May. Because of this, I now can't afford to go. They wouldn't return my calls either. I have never dealt with such a heartless company. I am shocked that they don't support our US Marines. They say they make decisions on an individual base but my case didn't warrant a change in date?? I don't get it. I highly recommend that people do not use them!
The rooms were not nearly the quality that you would expect from a 4 star hotel. The walls were paper thin and to make matters worse they placed me in a room that joined another via an even thinner door! I heard the people in the next room shuffling through books and paper on the desk in their room. My view faced a tar roof that was level with my window so that I had to keep my curtains shut at all times since there were maintenance crews walking on the roof. The window faced a large, tan wall that separated me from the air conditioner units on the roof. The toilet flooded and the bathtub did not have a drain stop.
I prepaid for the room and they told me it was first come first serve. The hotel was NOT fully booked two weeks earlier so they assured me that there would be a good selection of rooms to choose from once I arrived. During that two weeks a convention booked out the hotel leaving me with the worst possible room in the building. Keep in mind, Hilton had my money long before they had the late booking convention. There are also no refrigerators in the rooms - you must request one at a cost of $30 per night. This is a 4-star hotel???
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.
To Whom it May Concern:
I am a member since 2004 and I would like to state that you have a poor program and poor customer service. I have received this email telling me that my tier level was downgraded and at the same time point were all taken away. On my July 9 statement, as copied below foryour reference I still have 21,443 points and maintaining a Silver VIP.
I thought Hilton is better compared to other Hotel rewards program only to find out it is the worst and provide very poor customer service not even par with other consumer products out there i.e. Best Buy, Blockbuster, Marriott, etc.
My case in point, why in the world in would be downdraged without notification that I need to do something about my membership. There was NO email that I have received to inform about the upcoming expiration. Here I am, checking my last July 9 statement I still have my points and status booking for my vacation this year just last month on 2 locations for 2 rooms each and knowing that I can keep my account active on a yearly basis. I stayed in 2008, and stayed again 2009. But I was told that it expired Jul 21 because of a 12 month inactivity from my last booking of Mar 9, 2008. You don't need to be a genius to see that I would have been notified or the MyWay account statement of July 9 should already have notified me Not August if the 12 month policy was enforced or at least a prior notification in Feb, Mar or April or any notification that it will expire soon via email would have help a loyal customer or member that he is about to loose his/her points - this is really a poor customer service from a world renowned Hotel brand.
I called up your office but nothing happened as expected they are not empowered to take care of your customers/members or to deal with real issues and feedback. I just requested fir my memebership to be cancelled since you are not able to reinstate both my points and status.
I hope in this writing you would improve your company for the good of the many. I know I maybe just one of your millions of customer but a fire always start on a simple spark.
I have stayed at this hotel prior to this review twice before and this tine ( I arrived home yesterday) there is no service. This hotel is now like staying in a Holiday Inn and I like Holiday Inn but not when it represented as a resort and how they the managent want this to be a spectacular experience and bla bla .
I book a specific room on line 3 weeks prior to arrival on arrival they wanted me to stay a cabana (it was a garage with the dirty laundry bins outside my room and mold inside this shower room they wear to move me to the room I had original requested the next day first problem. After returning to the front desk and asking for a manager suddenly the room was available cd player didn't work and had to wait 2 hours (of my trip) for the person to come and change it ( I don't speak Spanish and he didn't speak English oh boy) well the next after noon the hall way in front of my room was wet I could see a trickle of water coming down the wall. I called front desk to notify them.
Well by Saturday moring I was getting flooded and I placed anther call go out for dinner Saturday night I stepped into 4 inches of water and had to go back and change my shoe I called agasin and asked if they wear going to build me a bridge and I also needed an umbrella because now the cealing was leaking in the hall and I had to dodge the rain by morning it was in a swamp. The front desk acted as if they new nothing. I was given a 100 credit only because they thought I was leaving so when I asked what they were going to do ( the party in the next room had already been moved at I was informed by a staff member) the girl was surprised and I was put on a list for room moving I was promised I would go to the head of the list and be updated I gave my cell # and this was to happen by 3 330 the call never came this used to be a shining star in pr now I tell eveyone it is like a bad Holiday Inn staff no hellos good moring terrible if you don't speak Spanish don't go there you are treated like an alien the property is dirty un kept the pool is kept open late a lot of noise I willnever ever pay hiton 1$ again
We had confirmed reservations for a suite at Hilton Homewood Suites in Lake Buena Vista, Florida. We are leaving in NINE days. Approximately 5 days ago, my husband went online to confirm our reservation and the website stated that they were taking reservations for May 8th! We immediately called Hilton to inquire about this and were told that yes, sorry the hotel would not be open in time. We received NO notification of this and our plans were made in JANUARY. Had my husband not checked himself we would have arrived at Disney World and had nowhere to stay on one of the busiest weeks. We were asked to call customer service in the morning. My husband did that and with a flippant sorry, they suggested that we either stay at one of their other hotels (that she happily told us would be much cheaper) but it was one of their economy hotels and just happened to be one hour away from Disney or stay at their embassy suites hotel in two rooms, not a suite for TWICE the amount that we were originally going to pay. We asked for comparable reservations elsewhere and were told we would have to wait 72 hours to get an answer.
Well, the 72 hours and more have passed and we still have nowhere to stay. Our phone calls and emails have been ignored or we are sent to another department and told they will fix it. This will be my daughters first trip to Disney and I fear we will not be able to go. We haven't been able to find any other arrangements at other hotels. All are booked. Please do not use ANY Hilton Hotels. They customer service is deplorable, the employees don't care and eventually they just stop answering correspondence. We are sickened at the thought that there are other vacationers out there who reserved rooms at this Hilton and will arrive at their destination only to find out that they have nowhere to stay. We were completely ignored when asked if they were going to notify others about the unopened hotel.
We have since filed a complaint with the Better Business Bureau and found out that Hilton has a rating of F with the BBB. if we would have known this ahead of time we would have never used them. Please don't make the same mistake we did!
BIXY/SAND SPRINGS, OKLAHOMA -- I was recently cancelled out of two of Hilton's properties (Hampton Inn) due to using their Hampton 100% Guarantee "in access". The "Hampton Guarantee-100%" guarantees: Friendly Service, Clean Rooms, and Comfortable Surroundings". I requested the 100% due to staff was not friendly; rooms not clean. Well, the two GM joined forces and cancelled me out of their properties on the same day. So much for Hilton's "Be Hospitable" policy. Every time I requested the requests (via emails) the GMs became very angry (even with my pictures I took of the rooms to prove my case).
Again so much for the "Be Hospitable" policy. I never experience such hatred (angry/hostility) in all of my life. Only in Oklahoma. Where is Mr. Obama?
I was even a VIP Diamond, some of the staff despised me for this VIP Diamond status (such hatred).
Please note there were no limits on the number of times requests could be made on the 100% Guarantee on that little blue card.
But these "Be Hospitable" staff decided to assembled against me on their policy implying I was "in access". Such pride and prejudice. Such hostility and anger, all over the "100%"..what a shame.
If they did not want to deliver the 100% (the GMS growled ), it was their jobs to ensure rooms were clean instead of having their guests walk into rooms that did not meet my satisfaction. But to have the GMS assembled against me with their their upper management, BECAUSE they could not keep their rooms cleans or meet my satisfaction (I have pictures.)
So, they cancelled me out for using their policies. Such hatred and hostility directed against an individual for using your guarantee that your managers did not want to deliver your policy because they felt that had the RIGHT TO JUDGE ME. Such much for the Hilton integrity.
Again Hilton states: "To define Hilton Hotels Corporation's culture you must delve into our past. Ever since Conrad Hilton bought his first hotel in 1919, Hilton has enjoyed a reputation for quality, value, integrity and strength. And for more than 90 years "Hilton" has been synonymous with these core strengths." CONRAD must be turning in his grave.
This is the Hilton policy: "At Hilton "be hospitable" is not just a philosophy the Hilton Family of Hotels applies to our guests; it's a philosophy we extend throughout every level of our organization." NOT TRUE!!!
Who let the dogs out? Woof! Woof!
I have been a regular customer of Hilton Hotels and am an Hilton Honors member. The bad weather in UK forced cancellation of flights to many destinations. Not only had Hilton Cologne bumped up the price of the hotel for a trade fair they wanted a guarantee. This is fine but when your attempts to travel are thwarted by weather circumstances corroborated by your travel agent - you do expect not to be held to the guarantee. A charge of euros 530 for a room I could not use is just daylight robbery.
I would advise everyone to avoid using these people at all. Yes - I may be able to claim on insurance - but this is not the point.
CHARLOTTE, NORTH CAROLINA -- I am very disappointed with my recent stay at the Hilton Charlotte City/Centre in Charlotte NC. Upon checking in on Wed 1/7/09 I put my DND sign on my door as I was fine with no housekeeping until Sat when I was having a roommate join me for the next 2 nights. I was there attending the ABA Marketplace and had packed specific clothes to wear to the convention each day. On Sat 1/9/09 I discovered that the blouse that I packed specifically goes with the slacks that I had planned on wearing that day was missing from my room. I searched my room from top to bottom,..under the beds, ...behind the drapes...in all the drawers..every place I could think of to no avail. Called home to be sure that I hadn't left it there but I knew that I had packed it because I had taken all the clothes out of my suitcase and arranged them in order of the day I would wear the blouses and slacks.
I immediately called the front desk and asked what time the manager came on duty because it was 7 AM...the gentleman that answered the phone said he was a manager and could he help me. I told him my problem, he sent security up to take a report. I asked to have the door lock scanned to see who had entered my room other than me. (I have managed hotels in the past and know that this can be done) He took my report with name and description of missing blouse and said he would return with someone from engineering to scan the lock...I told him I had to be at a meeting at the convention center at 8AM and would be back after that to find the results...Upon returning to the hotel I was told the scanner's battery needed to be charged and wouldn't be fully charged until after 3PM. Fine...but I still wanted the lock scanned.
To get to the point....I checked out on Monday, Jan 12 and up to that point.........
*****MY LOCK HAD NOT BEEN SCANNED...
*****NO ONE FROM HOTEL MANAGEMENT CONTACTED ME (even after leaving my cell number with the front desk person who also portrayed herself as management)
****IT IS NOW TUESDAY AND STILL NO ONE FROM THIS HOTEL HAS CONTACTED ME!!!!
I would like someone from Hilton's Corp office to contact me regarding the complete disregard of this whole situation! I feel that I should have been contacted by the GENERAL MANAGER of this property! It makes me think that this is an ongoing problem at this property and they just shove it aside since there was no bodily injury..
Having come from a General Management background..I find the failure of dealing with this incident UNFORGIVABLE AND A SIGN OF BAD MANAGEMENT!!!!!!!!