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.
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.
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 for your 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 downgraded 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 lose 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 membership 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 time (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 management want this to be a spectacular experience and bla bla.
I book a specific room online 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 were 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 afternoon the hallway 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 morning I was getting flooded and I placed another 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 again and asked if they were going to build me a bridge and I also needed an umbrella because now the ceiling 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 knew 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 everyone it is like a bad Holiday Inn - staff no "hellos", "good morning". Terrible. If you don't speak Spanish don't go there. You are treated like an alien. The property is dirty, unkempt. The pool is kept open late. A lot of noise. I will never ever pay Hilton 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. Their 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 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!
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!!!!
BERKELEY, CALIFORNIA -- On the night of 11/15/08, I was woken from my sleep by the hotel's security trying to enter my room. There was NO KNOCK, just the door trying to be opened by someone with a working key. My security latch prevented entry. When I made it to the door, there was no one there. After returning to bed, a few minutes later, it happened AGAIN. This time I ran to the door and noticed a man in a Security uniform and I cracked open the door. He told me in a very unpleasing demeanor..."YOU NEED TO CALL THE FRONT DESK."
I called the front desk and was informed that my credit card was declined for $1,000 dollars for "incidentals". They said that they tried calling the room and received no answer. WHY? Because as it turns out that this damn phone does not WORK! I found this out by trying to call it from my cell phone. NEVERTHELESS, ANSWER OR NO ANSWER...NO ONE FROM THIS HOTEL SHOULD HAVE TRIED TO ENTER MY ROOM WITHOUT KNOCKING FIRST.
I went to the front desk to convey my displeasure about this incident and was apologized to. This does not cut it with me. My wife and I were woken from our sleep to someone trying to break into our room. I protested the matter and was offered 20,000 Hilton points (not even enough for one night's stay at any decent hotel, and one free night's stay at THAT facility. Why would I want to stay again at a hotel where employees try to break into your room?). Since then, the free nights stay has been retracted.
This is now the second time I've stayed at one of Hilton's Doubletree properties and have had a BAD experience. I trust Hilton will resolve this matter or THIS TIME I will post on every website I can how Hilton Doubletree either has shabby facilities (as was the case in the Doubletree in Santa Ana, CA) or has Security trying to break into your room if your credit card is declined.
I am very unhappy about this matter as now my wife cannot sleep, nor orgasm, while away at any hotel. This has ruined every vacation for me thus far. Also, I've contacted Hilton's guest assistance multiple times to speak with a supervisor, only to be connected to a voice mail and no return phone call.
SAN DIEGO, CALIFORNIA -- I was on a business conference in Sept 08 at this hotel in San Diego for four days. The last day, while I was sleeping I was bitten by some bug or insect. I left at 5:00 am the next morning and was rushing, but I noticed by eye was red and swollen. I flew to San Francisco and it got worse. A pharmacist in SF confirmed that I had been bitten by some insect and should treat with baking soda and hydro cream. For the next five days, I was so embarrassed over how this made me look. When I returned home I sent my first email to the "Hilton Family" advising them of what had occurred.
No response to the first or second email I sent. I then called and was told to forward my previous emails, which I did. Almost a month later, after my persistence, a manager advised me that there was nothing they could do, but would offer a good rate if I was in the San Diego area and wanted to stay there??? I assured her I did not want to return to be bitten by bugs/insects again. I was disappointed at the response from this proclaimed top notch hotel. Their customer service was terrible. Imagine if this had happened to your child? One is paying a high nightly rate, bugs should not be included.
In addition they have too many decorative pillows all over the bed which are nothing more than a nuisance and perhaps where pesky bugs hide until one is sleeping. In ending I would not recommend this hotel to anyone. They do not care about their guest, only about not accepting any responsibility for what occurs there. Unless you want to run the risk of being bitten by bugs, do not stay at the Hilton San Diego Resort and Spa.
I've been reading several of these reviews on Hilton and I have to say several of the complaints are one time incidences that shouldn't be put forth against the brand as a whole. ANY hotel chain you stay at will have most of these same complaints (housekeeping, customer service, reservation issues etc.).
Yes, I work for a hotel. I work for a Hilton, but I've also worked for Marriott, and I can honestly say, people and their complaints don't change from brand to brand, unless you go to Red Roof Inn. Then the people change, but the complaints remain.
There will be a few people who work at the hotels who in all honesty shouldn't be working in Customer Service at all. But look at your own workplace. Honestly tell me that you don't have the same issues? Some people are just having a bad day and yes, it shouldn't reflect at work, but how many of you would be complete hypocrites for judging someone's attitude at their workplace?
In all honesty how many of you could come to work, day in and day out, and deal with people screaming at you, and do nothing but SMILE, and TRY your best to take care of their complaints? Especially when the complaint may or may not have anything to do with the person getting screamed at?
I can honestly say I am a Jack of all trades in the Hotel industry, I work Front Desk primarily, but I am also on call for Kitchen and Housekeeping. I have worked in EVERY department of EVERY hotel that I have worked at. We all try our BEST to make every guest happy, but in all honesty it is truly impossible, short of coating everything in their room in gold, getting a medical team to come and sterilize EVERY room EVERY SINGLE DAY, and then giving them away for free. Which, let's be honest here... isn't going to happen.
Bad things are going to happen. Some people aren't going to be happy. That's just life. It's not perfect. Hotels and their staff aren't any different. If you really want somewhere to stay, where you can really have reason to complain, go the $20 a night hotel on the other side of town. I suggest sleeping with your lights on, with your wallet and a sharp object under your pillow. Oh and don't even bother locking your car. It won't do any good. K thanks.