Hilton Hotels - Page 3

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89 reviews & complaints.
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Our Credit No Used to Steal Thousands by General Manager Hotel Dump
Posted by on
Rating: 1/51
BILLERICA, MASSACHUSETTS -- I checked in Hilton. According to Bank of America, ten minutes after checking, someone online charged thousands of dollars. When we confronted the general manager, she was the most denile person we have ever meet. We don't know who she called or text our information to, but she was the only one there. Also, we had to take pictures of this Hilton because we had to have corporate see the shape of this dump. The general manager need to be fired.

We took pictures of roaches in our room. Yes roaches, 1/4 inch dust on fans, the dirtiest carpets in the halls and room. My wife works for Hilton, Kissimmee, FL and we called her place of employment four times and we never got a return call.

We called corporate, bottom line is that they didn't care at all. I guess that's their general manager's incentive plan.

My wife just got fired for bringing this to light. Hilton, what a joke!
     
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John Nicholson on 2013-07-22:
You complaint is incoherent. First you talk about fraudulent use of your credit card and then conclude with the place being filthy and your wife was fired. Perhaps you should try writing out on paper your complaint first and then typing it verbatim on this forum.
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Double Billed!!
Posted by on
Rating: 2/51
ASHEVILLE, NORTH CAROLINA -- I made a prepaid reservation at the Asheville Hilton, Biltmore Park.. Daughter came down with the flu. Called a day before check in to tell them I would not make it there and I was aware it was non refundable. Asked if there was anything they could do for me? Alex, a manager said he would be happy to move it 3 days forward for me! Great, except it generated another nights stay. After repeated calls to Advanced reservations, they say only he can credit it back and they will instruct him how to do this. Talked to him twice, keeps saying he will take care of it. Give it a few days and then it will show up on my banking statement.. It hasn't and now is not returning my calls!!! I have 30 to 40 more years of travels and will never even consider a Hilton again!! Even if I do get it back one day!! Done with people and companies who waste my time!
Your only as good as your word!!!


     
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No Such Thing as a Reservation
Posted by on
Rating: 1/51
WISCONSIN -- My wife and I recently called the Hilton gardens in Oregon and reserved a Jacuzzi suite. When we drove the two hours for the getaway and checked in there was no Jacuzzi in the room. When I spoke with corporate the next day I was advised they really don't reserve a room type only that you'll get a room. I spoke with Katrina and that was the policy. You really don't reserve a room type only if it's available when you get there.

So if you think you're reserve a suite or a specific type of room you may not be. I asked the example of a trip to Vegas reserving a suite at the Tropicana, I might not have the suite when I get there (even if I reserve it with a credit card).

Ms. Katrina stated that is correct that is company policy. Good to know. Nice job HILTON.
     
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trmn8r on 2013-02-25:
Interesting. I understood that this concept applies when using third parties to reserve rooms, but not when you book directly. I'm a bit surprised.
Ben There on 2013-02-25:
Hotels are like airlines - sometimes they will book more rooms than they actually have assuming a certain percentage won't show up. It is normally first come/first serve, so if the hotel has 4 rooms with Jacuzzis and took 6 reservations then customers 5 and 6 to show up will most likely be the disappointed ones.
tnchuck100 on 2013-02-25:
Well, that eliminates Hilton from my list of hotel considerations when I need a reservation. Shorter lists are easier to deal with anyway.
Anna Molly on 2013-02-25:
This is very good information. Long time, no see, Ben There!
Jeff on 2013-02-27:
That's ridiculous. Definitely something they don't advertise on their commercials! I mean what's the point of even reserving a room if you are not guaranteed the room you want? So stupid.
Brian the front desk guy on 2013-09-19:
This is actually the same for all brands. I worked for marriott and the same is there. People who are of higher member status can force though a reservation for any room. This is probably what happened
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Deceptive & Inept
Posted by on
Rating: 1/51
ANCHORAGE, ALASKA -- The day before my wedding my wife and I walked in to the Hilton hotel and asked for the total cost for a one night stay. I was quoted $214.95. Sometime during the dark of night a receipt was slid under the door with the total being $240.74. Deceptive.
Also early in the morning I called to the front desk to ask for aid in locating an Alka seltzer and was told "that wad against their policy". Then I called back and asked if they could direct me to a store that might be open. The reply was "no". Lame customer service.
     
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GenuineNerd on 2012-09-23:
I know that some hotels (especially higher-end properties such as Hilton) do offer "convenience" items (such as aspirin/Tylenol, toothpaste/toothbrushes, shaving cream/razors, combs, maxi pads/tampons, deodorant, etc.) for a price. Some hotels sell them out of vending machines while others sell them behind the counter or at a gift shop. Travelers do tend to forget such items. Still, there is no excuse for that hotel clerk to be so rude for that simple request. As for the invoice, once taxes are added, as well as room service, pay-per-view movies, internet access (some hotels charge for it), etc. that invoice should sound about right...$241 for a $220 room.
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The so called customer service advance reservation department
Posted by on
POST FALLS, IDAHO -- A few weeks ago weeks ago I made a reservation with hiltons double tree hotel in dana point ca., to visit our daughter and new grand daughter for the Christmas holidays. unfortunately, we were notified by our daughter that she has a family issue with her signifcate other and will be in Boston for the holidays. I called the advance reservation department and spoke with a representative who informed me that this was a pre=paid non refundable reservation. I informed her that I was a retired hotel general manager and was fully aware of the rules and regulations but it would seem to me that due to the situation, one could bend the rules and issue a refund. the only thing they could do would be to make another reservatin at any hotel and then they could refund my money, less the one night stay and a $50 change fee. she then said she would transfer this informatin to her supervisor and we would hear from this person within 24 hours. it has nlw been one week and nothing has happened. the key word here is customer service, which obviously is not with this company. when I went to school it was known as HOSPITALTIY, and you reslove the complaint to the customers satisfaction.
     
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onlooker on 2011-11-29:
I am sorry, but your satisfaction would be to negate the warnings, notices, confirmations that note no refund, non refundable etc all during the process. And some if not all your money back. It is frustrating, especially as having been in the industry you know how easy it is to make the change.
You now have a reservation at another property - it is not what you want, but it seems to be all that they are willing to do. I do hope you get to see your grandchild soon. You could gift the rooms to your daughter while in boston??
At Your Service on 2011-11-30:
I have to agree that if they reserved the room for those nights, they also have forgone any ability to rent the room to others. It seems reasonable that they would require a deposit and make it non-refundable.
olie on 2011-11-30:
It makes a difference "how" you made this reservation. Did you place a long-distance call directly to the hotel's front desk? If so, you should be able to get a good amount of satisfaction.

Did you make an 800-number call to the Hilton Double Tree general reservation site? You might get something.

Did you book through the Hilton Double Tree website? Again, you might get some satisfaction.

Did you use a third-party booking site, like Hotwire or Travelocity or Hotels.com? If so, you're at the mercy of the booking site's cancellation policy.

As we've read often here, you might be extremely disappointed.
azspots on 2011-11-30:
The prepaid rooms are less expensive than the rooms that permit changes/cancellations. It is VERY plainly stated on their website.
Sorry, but you gambled and it didn't work out this time for you.
zzZZzz on 2013-09-18:
I agree with Azspots. They would bend rules sometimes under extreme circumstances and that is something to be really thankful for. But you are fully aware when you made the reservation that in exchange to a low rate the reservation is locked up. You took the risk and booked it anyway and it didn't worked out which sucks but not the fault of the hotel. The policy was clear, a person like you will be the first to understand.
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Watch out for $%0 charge on your credit card!!
Posted by on
I stayed at the Hilton Garden Inn at Lakewood NJ last night. I prepaid the room in early August, so Hilton had my money for a month before I even stayed there. I have an extra $50 charge on my credit card that the hotel didn't tell me about when I checked in and the chain says the charge won't come off for 7-10 days even tho I didn't charge anything to room or do any dmg. It's outrageous and not the same policy as other chains.

Other chain hotels swipe your card in case you charge something to your room or do damage, but they don't put a charge on your account if you don't charge or damage.
     
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BEJ on 2011-09-06:
What did they say the charge was for? Contact your credit card company and dispute the charge.
trmn8r on 2011-09-06:
Was this extra charge put on a debit card? I believe holds on debit cards are fairly standard, and it is done to cover any incidental expenses that *may* be incurred. Due to processing delays in the network it may take a week to see the credit.

With a credit card, I was under the impression they authorize but don't actually charge the fee.
Hotel guy on 2013-09-19:
All major hotels do this. Might just be first time you noticed
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Horrible service
Posted by on
We had the hotel for three days, we had taken our things because we left to the beach. When we returned from the beach later that same day. Two couples walked passed us while we were trying to get in and they informed us that it was THEIR room. We had a family of 5 on a Saturday night, they put us in a SPARE room with a bed that comes out of a closet. Please tell me how are we supposed to sleep. Frustrated but we tried to manage and make it work we called housekeeping for some extra pillows and blankets. They were rude and unhelpful. They only brought us one blanket and no pillows. The room reeked of cigarette smoke and it is still second hand smoke to one of our very young ones. We also needed towels but we saw a housekeeping lady outside and asked her for some towels because we only had 2 in our room. She acted like she was annoyed and there was clearly towels on her cart but she fought and refused to give me some. I called housekeeping again an they told me they can't bring me some because they're too "busy". Unbelievable. The service was horrendous, I know I will be taking my business elsewhere and will not be returning to the Hilton hotel.
     
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Anna Molly on 2011-07-23:
A location would be nice.
madconsumer on 2011-07-23:
wow what a bad ordeal.

contact the corp and see if they can make things right, hopefully they will.

very helpful review!!
jktshff1 on 2011-07-24:
I don't understand. Did you stay and extra day and forget to notify the hotel? Did the hotel overbook? What reason did the hotel have for giving away your room?
Did you take toothbrushes, extra clothes, sleepwear etc to the beach? More information is needed.
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My Hurt Marine
Posted by on
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 mine case didn't warrant a change in date?? I don't get it. I highly recommend that people do not use them!
     
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memoryx57 on 2010-04-14:
You said you talked to a supervisor. Just wondering if this was at their national reservation number or was it the actual manager at that particular hotel. If you haven't already I would call the hotel directly and see if they will do anything for you. Really seems strange that they wouldn't change the date unless they were possibly already booked up. Good luck.
localgod on 2010-04-14:
How does not changing your room date mean they do not support our U.S. Marines???
PepperElf on 2010-04-14:
is it too late to cancel without penalty? or were these non-refundable rooms?

just thinking, if you can cancel you might be able to find rooms at another hotel.


of course availability may also depend on which boot camp he's at. if he's at the one in San Diego it'll probably be easier to find a new room at another hotel. You may end up having to drive a little, but it's an option.

but if it's the Parris Island location you may have a few less options. I've been to that area. Actually I've been in both San Dog & the Port Royal area. There's not a lot in the PR area. Seriously. The marine base itself was the biggest thing there that I could see.

anyway good luck!
W T F! on 2010-05-30:
You pre-paid to get a better rate and got stuck with it. Never pay for something you don't have. I agree with localgod, don't use the "support our troops!!!" BS, it simply means nothing to the situation at hand. Businesses support money, that's it. Prepare a little better, take a stand, don't cop out!
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Comlaint
Posted by on
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 pre-paid 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 it 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???
     
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Anonymous on 2009-10-29:
A location would be nice.
jktshff1 on 2009-10-29:
location, location, location!!
Anonymous on 2009-10-29:
From the description, I would say they were either in Oklahoma City, OK or somewhere in Ohio.
i_am_canadian on 2009-10-29:
Why do you say that, Zz?
erikbox on 2010-10-19:
Um, 4-star hotels usually charge for everyhting, so yeah, it sounds like a 4-star hotel.
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Complaint
Posted by on
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 travelled 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 o be refunded). The telephone operative had obvously 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 obvously 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 he hilton, and wish to phone them - be prepared to run up lengthy phone bills and receive zero satifaction for your efforts. Unfortunately that has been our experience.
     
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BEJ on 2009-10-09:
Did you receive a confirmation letter for your reservation? Did that not specify the property you were booked into?
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