Hilton Hotels

My husband and I stayed at the Hilton Casino Hotel (Niagara Falls, Ontario) on the night of May 16, 2012. We were extremely disappointed in our room. We were celebrating our 39th wedding anniversary and were looking forward to a luxurious and comfortable (Hilton-style) room, but we're immediately let down upon entering the room. We always book accommodations at a Hilton hotel when we go on vacations within Canada and the U.S., and throughout the years, we have trusted and counted on Hilton quality.

This hotel felt like a 3-star hotel. The room was dingy, had a slight unpleasant odor, and was visibly run down and tried. And even the bath towels were not fresh; they looked old and actually had a grayish tone to them rather than pure white. I am not sure why the hotel at this location is in such poor condition, but we were extremely disappointed. The room was very cold, and we could not turn the heat on.

We called down and asked how we could get heat, and we're told the heat had been centrally turned off. That is really unacceptable. They sent up a small electric heater of plug-in style and two extra blankets. Again, I repeat, it felt like a 3-star hotel at best. The sofa in the sitting area of the room was actually dirty looking, or it looked like it was about ten years old and had suffered considerable wear. The bedding was not fresh-looking, and the bed's skirt looked dirty and wrinkled. The toilet was extremely loud when flushed and made a running water noise all night long. We were happy to leave the room in the morning.

Once again, it was not at all up to Hilton standards. We actually kept asking each other if the hotel was actually a Hilton. The experience was extremely upsetting and a huge disappointment.

On 5/14/2012, I went online to Hilton.com to make a hotel reservation. During the transaction online for two nights that I was reserving, the online transaction indicated that I would only need to purchase 11,142 additional points which came up to $111.42 and I would be set. When I received my confirmation, I realized that I would still need to pay $137.60 upon checking in so I cancelled the entire reservation/transaction and requested that they take back the 11,142 points and reimburse the $111.42 back to my credit card. Customer service cancelled the reservation and transferred me to Jey **'s department and a representative was about to open up a case but Jey ** said they could not take back the points. I asked if there was someone else I can speak to regarding this matter and Jey ** insisted she was the supervisor and there was nothing else they can do. All I wanted to do was cancel the complete transaction. She was rude and she had no customer service skills. Under the Terms/Conditions under Hilton's Point Purchase Program, it doesn't state anything regarding "not being able to cancel a points purchase transaction." I called Hilton at 901-374-6476 to file a complaint but have not received a response.

We stayed at the Anaheim Hilton & Towers a month ago. While we were there, a clothing top that my wife had never worn was stolen from the room. We reported it immediately upon returning home and confirming that she had not left it at home. The response was lukewarm at best. No apologies. We reminded them that we had stayed there many times beginning 25 years ago. We're in our 50's, I'm a lawyer, don't think we fit any profile of scammers.

We've never made any report of missing property at any hotel, ever. They investigated and called, said the maid didn't admit to taking the top. No surprise. We asked for the reimbursement for the top, $80, and one night's stay since we didn't bargain for a hotel room to be burgled. They've hemmed and hawed, now offered $78, a refund of breakfast and parking, not reimbursement for the top. No reimbursement for the room. We're unhappy, we get no consideration for being longtime customers. We'll take the $78 and never stay there again.

Booked a stay at the Hilton Garden Inn in Springfield, IL. Reservations were made by calling the Hilton Garden Inn in Springfield directly, not a 1-800 number. After making reservations, was asked if I'd be interested in being entered in a drawing to win a free 3-night stay at a Hilton Resort. All I had to do was listen to a sales pitch. I agreed.

I was transferred to a pushy person who talked fast, never did get a sales pitch about anything. The person would ask questions and then type stuff and then say, "hold on Miss, just a few more questions needed to enter you in the drawing". Questions started innocent, "How many individuals in your family would you take on this stay if you won it? " and, "If you had your choice of resorts, which appeals to you most, Florida, Las Vegas, Myrtle Beach, New York?"

Then I got a question about household income and I would not disclose. Then I was asked if they could run a credit check to verify this and I said, "sure, go ahead" giving them no more information other than this. Then scammer started trying to book me for specific dates in one of their resorts. I said I was not interested and terminated the call.

I notified credit card company of fraud charges. Credit card company cancelled the card to stop the charges. It appears that Hilton Hotels is in on this scam as I was transferred to the scammer following a reservation booking. Will never stay in a Hilton Hotel again.

I have been a Hilton Honors member since 2002. I booked a stay at the Hilton Westshore in Tampa, Florida for 2 nights from May 4th through May 6th, 2012 through Hotwire.com. I spoke with a customer rep at central reservation two days before I arrived to make sure they had a king room, no smoking. The customer rep told me yes and that I would get the room I requested and even asked what my Hilton Honors number was. I then called the hotel direct and was again reassured that my request was guaranteed and notes were in the computer confirming my request.

I arrived at the hotel to check in and they tell me that they're full and do not have any king size non smoking rooms but only have double bed rooms. I told them that they guaranteed me a king size room. I went to my room and called central reservation and acted as if I was making a new reservation requesting a king non smoking room and guess what? The customer rep told me, "Sure, we have a non smoking king room. Would you like to book it?" When I told her that I was at the hotel and was told there were no king non smoking rooms available, she directed me to speak with a supervisor on duty. I explained my concern and dissatisfaction to her. She called the hotel but they told her they only had 2 smoking king rooms available.

I asked if I could be transferred to the Doubletree Westshore Hotel. She called the Doubletree Hotel and they did have a non smoking king room but the only way I could cancel or transfer would have to be done by Hotwire.com. I called Hotwire with my complaint and they called the Hilton and was told that the booking was final. I was so upset that I checked out of the hotel. To prove that this was poor customer service on the behalf of the Hilton, I went back online to Hotwire.com and booked the same room with one of the Hilton competitors and they guaranteed me a king none smoking room and when I arrived, I received just what I asked and paid for. I used to be a District Service Manager over 60 retail operations and believe me, this is extremely poor customer service.

Refused to provide refund for downpayment on reservations - I am the co-sponsor for the African American Club at W.P. Davidson High School in Mobile, Alabama. Our students desired to attend the King Center and Six Flags over Georgia this year and your hotel was chosen by our students. The President of the club, an 18-year old senior, handled calling for information regarding buses, hotels, admission cost and putting together the overall package for the students. The sponsors were told where she had made reservations and how much the buses would cost, but the student did not tell us that Hilton Hotels required her to sign a contract in order to reserve the rooms.

Davidson is a Title I school which means that a large percentage of our students receive free lunch and the majority of our students are not vacationing at recreational parks in the summer. This trip was a treat to them and for many children here, the money for the trip was difficult to obtain. The contract required a 50 percent deposit and a 30-day cancellation policy. Again, this information was not provided to the sponsors or any school officials. The salesperson for the Hilton never required nor requested the student to provide an adult/sponsor to secure the reservations nor to approve the contract.

As it turned out, the club was not able to achieve the goals for the trip and not enough students were able to find the money to attend. We called the Hilton to cancel the reservations and was informed that the $770 sent in for the deposit would not be refunded as a result of the contract entered into by the 18-year old Senior President of the Club. I contacted the salesperson responsible for the arrangements with our Senior President, Mr. Ivan **, and was informed that as much as he sympathized with my plight, he could do nothing but enforce the policies of the Hilton.

I asked him to have the General Manager contact me and Mr. ** returned my call. Mr. ** stated that he would help with the problem by allowing the money to stay on the books for the Hilton to be applied to a trip next year. In addition, he told me he would not attempt to collect the remainder of the contract from this 18-year old that signed the contract. The Hilton also agreed to refund $56 to the club since the payment made was $56 over the fifty percent required deposit.

Mr. ** explained to me how this would all come out in the wash since he was going to apply the money to a future trip. I attempted to explain to him that the seniors that worked to pay for the trip would not be here to enjoy a future trip and that the money that these students worked so hard to obtain would not be refunded to them. He went on to explain how this could be a learning experience for the club/school. We should not allow students to make reservations and handle business without the aid of an adult. I would also hope that this would be a learning experience for the Hilton Corporation.

At any point in time, the salesperson could have asked the student to let him speak to an adult/sponsor but he did not. At any point in time, he could have asked for an email address to forward the contract which the 18-year old student signed but, he did not. Instead this multi-billion dollar company has its $714 and the sponsors and club members have learned their lesson. Thank you for the education.

Discriminated at the Hilton - I live in the US and travel to the Bahamas a lot due to the fact that I grew up there and love to visit my family. I always stay at hotels because I love to feel like I am on vacation and my American husband likes to visit with me to experience where I am from and how I grew up. The room was horrible with no view, so I asked if they can give me a room with a view and said I would pay extra. They said that the hotel was fully booked. There was no way it was booked because I asked the housekeeper who came the next morning and she said there had lots of rooms empty. The tub was filthy and unusable. I was out with my husband getting a drink and when we came in, the guy at the front desk screamed "Can I help you? Where are you going" because he thought we were trespassing on the property. I told him we stayed there and he was acting like he was shocked. Anyway, I let that go and moved on the the next day.

Next day comes and we went for a nice stroll on the beach and a lady who works at the hotel said "You are not allowed on the beach, do you stay at the hotel? If so, please show me your room key," thinking we were again trespassing on the property yet again. I showed her the key and she said she asks all of the guests that question even though multiple (non-blacks) just walked straight by when she was questioning me. I told her I didn't want her excuse and walked away, but I will not be staying at this property again. They are extremely prejudiced and if it was in the US, I would have sued for discrimination.

I booked a room through Expedia for my daughter (18 years old) for 2 nights so she could attend a concert in Pittsburg. Room was all paid for and confirmed, guaranteed late arrival. When she tried to check in, she was told that she could not because she is not 21 - that was 12 a.m. in the morning. Granted she only had a high school ID and no driver's license with her. The fact is they did not even attempt to be helpful. They could let her contact me and I could fax over whatever documentation they needed. Instead, they insisted that they only allow guests over 21. This is news to me. She has had stayed in other hotels before, e.g. Hyatt.

I called them and their excuse was this is for the guest's safety. What kind of safety is this to drive an 18-year-old girl away the middle of the night? They also made this excuse about we booked through Expedia and not directly through their hotel. This is the internet age - I have booked hotels and flights through Expedia for many years now - that's the point of travel portals! 18 is a legal age - they are old enough to vote and drive and yet they are not old enough to stay in a hotel? And if 21 is such a big rule for them, why didn't they splash it all over the booking sites? This is the last ever time we would ever use Hilton - worldwide!

In February 2012, we booked a reservation at Hilton Daytona Ocean Resort for April 20-22, 2012. We were told we needed to pay in advance, because it was a conference weekend. We had no problem with that and assumed our credit card would be charged quickly. A few weeks after booking the hotel, my husband lost his wallet and had to cancel all his credit cards. We did not realize that we needed to contact the hotel to tell them, since we assumed the card would have already been charged.

On April 4, an email was sent to me which stated that the credit card was declined and I had 24 hours to contact the hotel or we would lose the reservation. I did not see the email until April 13. I was given a contact name and number. I immediately called and had to leave a message, because Stephanie, who I was told to call, was off for the weekend.

I spoke with another gentleman, who told me the hotel was booked and they could not do anything. I asked to speak with a supervisor and was told the supervisor couldn't do anything for me either. I insisted to speak with one. When I finally got to speak to her, she said I had to call Stephanie back on Monday to see if she could help.

I called Stephanie Monday morning and again got her voice mail. I left 3 messages during the week, asking for a return call; and nobody ever called me back. I feel the situation was handled very unprofessionally and was surprised that a hotel as large as the Hilton had such poor customer service. We really should have been contacted by phone, since they did have our number. I will think twice about the way Hilton handled things before booking with Hilton again. I'm extremely disappointed.

On March 13, 2012, I was booked for a stay at the Hilton Sandestin Florida for three days of rest and reset. I was placed next to spring break party seekers. My whole trip was wasted and so were my points for the stay. The room was so noisy, I had to leave to find a place to sleep before my return trip home. Ms. ** of Hilton honors was contacted and she stated that she would only credit me the amount of the early departure date and get back with me for the information about the other two days. It has been almost a month and I have not received any response from her. Please help.

False reports: A few months ago, I stayed at the Hilton Metropole in Birmingham for a work conference. There was a small disagreement and we parted quickly and went our separate ways. An hour later, she ran up to the bar shouting at me (after having a few drinks). So I went to the reception and told the duty manager who in turn thanked me. A few more drinks later, I decided to bid everyone a good night and head to my room. Upon crossing the foyer, I was greeted by the manageress and security who demanded to escort me to my room. I didn't mind too much as I was heading that way anyway, but upon asking why, I was being ignored. Eventually, at my room's door, I asked again and she said very sarcastically, "You were rude to a member of staff," and walked off. I continued to ask when, but I was ignored again.

As I arrived late to the conference, my bags were in a friend's room. She was sleeping, so I called a colleague who had a spare phone charger (so I could ensure I woke up in time to check out). I walked down past reception to his room and was collecting the charger when there was a knock at the door. It was the manageress and security again demanding that I leave the hotel. I did explain why I was there: I was having low battery and it was important to collect the charger. I was marched outside in front of colleagues from across the company with no jacket or personal belongings. It was cold and raining, so I was wet and frozen. I was being forced to leave with no means to being able to pay for another hotel, so I refused to leave until somebody collected my wallet. As they were refusing, I asked for the police to be called.

By the time the police arrived, I was frozen as I'm still outside. They collected my jacket and took me to another hotel. Although drinking, I am not a big drinker and was not drunk and clearly remember all the events. Upon complaining to the hotel, the manager sent me a letter with the manager's accounts of the night, which couldn't have been more far from the truth if she tried! It stated that there was an argument and I was immediately escorted to my room; I then came back down and started to abuse other guests. I have asked for an investigation and for the hotel themselves and Hilton's head office to look at the CCTV for that night which will back up my account of events.

After quite some time, the reply I got was that he admitted that the accounts were very much different, but he was closing the matter. I have appealed to Hilton as was advised, but I have not heard anything, not even a receipt of the email. This was sent well over a month ago. At the time, even the security guard told to watch me outside went in to speak to her as it was clearly unfair and I was cold, wet and in distress, but he was greeted with an unpleasant attitude. It seems to me that to justify her unnecessary actions, the report was hugely exaggerated. All that was needed was to view the CCTV. I will never stay in a Hilton hotel again by the way I was treated.

This is the second time we have issues with this location, we are previously Hilton families. The first time I spoke to the GM of the hotel, I got an apology but no real satisfaction. This time was even worse and will not deal with the same GM again. Upon check-in, they tried to hold more on my card than needed and then embarrassed me by saying my card declined (it didn't). Then they issued keys and put our friend in an already occupied room (very embarrassing when she was able to unlock the door and walk in on the people). We requested a 5AM wake up call and we're awakened at 3:56AM after a late night concert. In addition, we realized in the morning that our door was literally open all night due to a defective closer. They were the Double Tree and Little Rock Arkansas as former Hilton people. I am very concerned about lack of attention.

The investigation from the hotel security was botched from the beginning. They only wanted to make sure they were not liable.

There has been very little follow up from Hilton Cape Town and no follow up from Hilton International HQ, as they were informed immediately by us. And there's no follow up from the police investigation. Mr. ** is not a bit interested to resolve this dispute honorably, and our frustration is mounting.

For my 20th anniversary, I booked a room at the Hilton in Greenville, SC. Had been there before as it is a nice hotel but when we arrived, the construction was on three sides. The hotel staff was a nice as possible but offered ear plugs as the only remedy, acknowledging it was loud. Awful stay and hotel should have informed us of the construction at the time of booking.

I booked the room and found the rate cheaper on another site. I filed a claim and within 24 hours, received a nice email confirming the claim qualified for a $50 Amex gift card and I would be refunded the difference to the amount I found on the other site ($77). We stayed on April 14th - 16th and I waited 3.5 weeks and had not received the gift card or refund. I called and was told they would research it and would contact me back. I waited a week and heard nothing, so I called again. The rep said she would research it and contact me when she found something out. No call, but a week later I received the Amex gift card but no check.

I called back to see if there was a problem but was informed that they would have to research it and would call me back. After waiting a week and not receiving a call, I called the customer care center back again. This was on a Thursday and was told they would call me back or email by the following Monday with an update and again, no call and no email. I have placed a 4th call in today but they could not provide me an update.

I must say, every person I talk to has been very nice and professional. Due to the construction and amount of time I have had to spend on the phone, this has been a nightmare. It seems like they really do not want customers to take them up on their price match guarantee. I am very disappointed with Hilton.

My 2010 Suburban was stolen from the hotel secure parking lot. The night staff observed a vehicle ram through the front security gate but did not call the police. They only fixed the gate within 15 minutes of the incident. The hotel management handled the incident. Like I had lost my wallet, not my $50,000 Suburban.

We did receive a letter from them which stated they are not responsible for stolen good or vehicles. I will make sure I tell everyone about the way they handle the incident . And the kicker is my company was having a company party there for the weekend. And it spent a lot of money in rooms, ballrooms, and oh yeah, parking fees. Never again will my company use the Hilton for company outings .Whatever you do, don't stay at the Hilton hotels again. Your vehicles are not protected nor do they really care. I am posting this everywhere--Facebook, Tweeter, and the Better Business Bureau here in Atlanta.

I have a reservation (confirmation no. **). It includes breakfast buffet and train tickets (the Manhattan Getaway). I wanted to put the pieces and elements of the package together myself using Expedia that has a lower room rate, buy the other elements together and compare the pricing. I called Hilton reservations when I made this particular reservation. The same agent said the cost for the buffet was $7.50 for each person, which comes to a total of $15. When I called the Stamford Hilton and one agent there said the cost was $30. I then called the reservation desk and talked to Latrica ** (notice her e-mail below) and she agreed on the phone that she would honor the $7.50 per person buffet cost. I asked for an e-mail to confirm this and she will not honor that. She said she will not honor what she agreed to honor verbally per her e-mail she sent to me. In addition, my reservations are priced for two adults and two children. I only have one adult and one child going. Can you help me?

On December 2nd and 3rd, 2011, personal items were taken from the vehicle while in control of parking staff. Hotel's position is that it has no responsibility and parking contractor gives you the run around until you just get tired of fooling around with them. They continue to state that the insurance company will make contact. But they never do.

Misrepresentation of reservation package: I spoke with Candace at Hilton reservations around 8:35 am (between 8:25 and 8:35 am) Wednesday, March 14. I asked for a reservation package that includes train tickets and a breakfast buffet and quoted the Expedia fee of $79, asking for a match. I asked for an e-mail verifying the elements of this package (train tickets for 2 and breakfast buffet for 2). Candace verified she would conform. Instead, she booked through Expedia vs. matching the price that was my expectation. I now have a reservation, minus the two train tickets and 2 breakfast buffets and that reservation is non-refundable. I would like to have these parts added to the reservation, for the price I expected, $90.92 added. However, Candace booked this reservation, which is now non-refundable.

I called the central reservations on March 15 and spoke with "Robby". I gave him the itinerary number which he could not process (because I now know the itinerary number is for Expedia, not for Hilton).

I called the Stamford Hotel and Executive Meeting center and after a few toll calls to this number; 203-967-5744, I spoke with the Guest Manager ** around 4:15 EST March 15. ** verified the reservation but it contained nothing with the breakfast buffets and the train tickets. After multiple, "I understand... I am sorry Unfortunately" in a mechanical, dispassionate, rote voice, which had no authentic resonance to them, I had to agree to add the train tickets at a cost of $27 added to my room purchase. I asked ** to look for a recording and/or transcript of the call. She said, "That will be too difficult. There are multiple reservation centers. We can't" Carolina wouldn't even offer to investigate.

I called reservations and spoke with Candace. This was on Wed. March 14 between 8:25-8:35 am EST. Please review the call logs for a transcript. I asked Candace to Match the Expedia price, not to book through it, and I asked to match the price via Hilton reservations that includes the two train tickets and the two breakfast buffets. I asked, repeatedly, as evidenced on the transcripts, to send me an e-mail that identifies the included parts of the package-the train tickets and the breakfast buffets for two. The e-mail I received was from Expedia, which I did not authorize, (I was calling Hilton reservations, not Expedia) e-mail received on 8:41 EST Wed. March 14, with information on the reservation and an itinerary number, but no information on the train tickets and the breakfast buffets.

I called reservations back and spoke with Robby around 4:00 pm EST on Thursday March 15. He could not access the reservation by itinerary nor by name. I called the 203-967-5744 number at around 3:50-55 pm EST Thurs March 15 and the person answering was unable to understand me. I called again around 4:05-4:15 pm EST Thurs March 15 and spoke with **, the Guest Manager, who verified the reservation solely and not the train tickets or breakfast buffet. She offered shallow apologies and nothing more. ** would not agree to research the call logs and transcripts for the specific details I was offered. She stated that it was too difficult to do that.

Candace was dishonest and incompetent. Candace represented herself as "Expedia" that I did not authorize, I would have contacted Expedia myself, and instead I was calling Hilton reservations. ** was cold and mechanical. At the least, she should have agreed to research this, but took the lazy option and decided not to go forward with that. I never contacted Expedia directly. Candace acted as an agent of Expedia. My goal is solely to receive the train tickets and the two breakfast buffets for the price I understood was a match, $90.92. Please let me know what my options are.

We were looking at staying at the Stockton, CA Hilton and tried to pay for whatever we could in advance. So we did an advance purchase for our stay. Unfortunately, my wife had to go into the hospital for surgery. She was in and out within 3 days and is now on 6 weeks of recovery. So now we have hospital bills we will have to deal with and will not have to money or the time to take our trip. But because this happened 2 1/2 months before our vacation trip, Hilton said no to the refund. They don't care that we will not have the money or time for our trip and now have incurred hospital bills that we really need the money we used for the advance purchase for to help pay the hospital. The money is not a lot for the Hilton to refund and make a future customer happy and willing to make a future stay.

I had a reservation ** on 3-13-12 in Belmont, NC. I had a conformation for two queen beds. When I arrived at the hotel, it took 10 minutes before I found someone to help me. When someone finally got to the desk, she told me only one king was available. I told her my reservation was for 2 beds. She told me that no, I was wrong and I made it for a king and that's all they had. I then asked if there were any other hotels in the area that had a room with 2 beds available. She didn't even bother to search, just told me that no rooms anywhere in the area. I ended up leaving and booking with another hotel chain that night. I prefer to stay at Hilton Hotels when I travel and I am a gold member. I am usually very satisfied with your hotels, but that place had lousy service!

I and my wife stay somewhere nice once a year. We choose Hilton because of the name, but not anymore. We stayed at the Hilton Suites downtown Nashville and pay a pretty penny. So we book because they have what we are looking for, and my wife is excited. Long story short, we checked in and went downstairs to get in the spa and it said it's closed. We asked the girl at the front desk. They acted like nobody knew and then called maintenance. They said that they would try to have it working by tomorrow. No sorry, no nothing; just basically, it is what it is.

So after check out, we had left something in the room and called the hotel and spoke to housekeeping. They said they would look and call us back, and nothing ever happened. I emailed Hilton, and someone did respond and said they would look into this, but they did not. I am so upset that I spent my hard-earned money with Hilton.

Last night, 3/9/2012, around 7:45, I received a phone call from the hotel manager in Lubbock, Texas. I was planning to stay at the Embassy Inn. He stated that they tried all day to try to get auth on the card they had on hold but was not able to. He said that he is calling to let me know that they gave my room away because they could not get approval. I am like what? He said, sorry, they are booked and he wanted to let me know so I don't waste my time coming to the hotel. I am like wow! He said that the city is all booked up. I asked why did you not call me when you did not get proper auth. He then said that is just how it goes when the system can not get auth—they drop the reservation.

I called and talked to my corporate travel people. She said she will call and see what happens. She called back and asked if I know what card or do I have a card ending in **. I said no. She said that is not even the corp card they use. So, somehow, that hotel got a card that was not on any of our record. Now, I stayed at 2 other Hilton hotels this week without any problems. They made the reservation all at the same time using the same card. So, only this one got the wrong number?

I called their customer service and talked to a lady there. She asked if they didn't ask for another card. I said no. She asked if they asked to verify the card. I again said no. She said hold and called the hotel. She came back about 15 minutes later and said there is nothing they can do, the hotel is booked. I am like, wow is that it? She said yes, there is not much they can do for me. I asked for an email address of a VP or above in their complaints department and she said she will e-mail it to me (since I was driving). I still have not gotten an e-mail from them. They did set me up at La Quinta in a not so good part of town. They said they were nice enough to find me a hotel. Really? At this point, I will never stay at a Hilton Hotel again.

When making a reservation at Hilton Clearwater Beach, they do not have rooms that are handicapped accessible with a roll-in shower that can accommodate our family of four. They would have to break us up into two rooms to sleep our family of four! Then, they want me to have to pay for both rooms when we are so very discriminated against that we can't even stay together in one room on our family vacation. It makes me sad knowing that they think that this is acceptable and is not worth apologizing for. They could not even offer us any discount for the second room.

My husband and I were guests at a banquet when I noticed my purse missing. It had been kicked under the adjacent table where two other purses were missing. When I opened my purse, I noticed my wallet had been stolen. Along with the other victims, we filled out a police report (Hilton Universal Studios - CA) and a hotel security report. We could define within a five-minute time frame when the theft took place. We could identify the waiter who used an outside exit behind the table to make his escape and return to his station. Surveillance cameras at the exit would have been able to pick up exactly which waiter slipped out during the time frame that was furnished. I had almost $700.00 cash and many credit cards, etc. in the wallet that was stolen.

My complaint is that I never received anything from Hilton. An apology or offer to in some way make up for the loss would seem to be in order. But until today, nine months later—nothing. The person from hotel security told us that they had had several similar complaints in past events. I think that it is ridiculous that a hotel chain such as Hilton wouldn't perform better vetting of their employees than this incident proves actually happens. We will not be staying in a Hilton because the vetting process is lax for hotel employees and the customer service leaves a lot to be desired.

Four years ago I had my $300 watch stolen. I left on a night stand by accident upon leaving for a few hours. My family and I came back from house hunting one afternoon and it was missing. The hotel states their policy about valuables. I understand this, but it was an accident that I walked off without putting it on because of stress and feeling under the weather. No one cared.. They had me confront a lady in housekeeping that cleaned my room. She could not speak English.

I mentioned the police and the woman's eyes welled up. She could not speak English, but understood the word police. I knew what had happened at that point and realized, I am just going to get this woman deported and I still am never gonna get my watch back! It went nowhere. Yesterday, I realized upon unpacking I left my (expensive) makeup-filled makeup case on the back of the door. I called the hotel. I was humored by being put on hold only for a few seconds. Then the woman got back on the phone and told me nothing was turned into lost and found.

At that point I stated, "Well then, it was stolen if it wasn't turned in. If it's not on the back of the door, then housekeeping must have stolen it. Taking something that does not belong to you is considered stealing." It's sad when they are not responsible for their employees. How can they trust them in their hotel if they're thieves? They are probably not even cleaning the rooms properly or changing the sheets as they say they are. My husband stays in their hotels for business all week every week. He has tons of points therefore it's hard to stay in other hotels. It doesn't make sense. So, I will lock everything of value up from now on.. It is so sad I have to worry about his..

A member of your staff at Hilton Canary Wharf approached my taxi waiting outside, and asked if I take credit cards. I don't but, before I could say that I can stop at an ATM, which normally is okay, he walked off, instead of getting a licensed taxi, he went to a private hire car, located outside the hotel, and asked him who took the fare, which is illegal.

The private hire car driver wont be insured for public hire, thus if an accident occurs, the customer would be at liberty to sue you, as your staff arranged it. This happens frequently from private hire cars outside the hotel. I will contact the Taxi Trade paper, and report this. If this continues, you might find that all taxis will boycott the hotel. Please inform your staff accordingly. Also, the staff commits an offense by doing this.

I had to cancel trip and they refused to refund $1000 of prepaid hotel reservation. They also refused to allow for a credit for a future reservation.

My husband and I stayed at the Hamton Inn at 200 San Jacinto Blvd., Austin, TX on the night of Dec. 31, 2011 and we checked out on Jan. 1, 2012. Our confirmation code is **. We reserved the room under the TINTIN Movie Promo. We were told that the tickets would be emailed to us in 14 days. We have received no tickets. I spent over an hour on the phone trying to follow-up to see why we had received no email and no tickets. At one point, I was given the number ** and the automated prompts were useless because none addressed our situation of having not received an email. I called back and was transferred and put on hold again and again. Finally, a woman said she would open a complaint file and now I am on hold again. This is ridiculous. She just came on the line and said she is almost done submitting the form. I am not at all happy.

I was eating a late supper, at 8:45 pm at the bar, (lounge) that I was told by the manager was open until 10 pm, (kitchen closed at 9 pm) when the server at the lounge told me I would have to "box" my supper and leave because she was going to close the lounge. Thinking nothing of it, I got a covered plate for my dinner and went to my room, but noticed in the room brochure that the lounge didn't close until 10 pm. I called the front desk and was told that, " she closed. She does that all the time if she needs to go home, and I can't do anything about it," (the night manager) I paid $176.00 a night so an employee can shut down the motels amenities? I cancelled my reservations for the rest of the week at a Hilton in new Jersey. I will stay somewhere else from now on.

I stayed at Embassy Suites, 600N State St, Chicago, IL 60654 from 8/15/2011 to 8/17/2011. During the stay, I tried to register for the Hilton honors reward program and was sent away from the front desk stating they were not able to do it as their system was unable to register me and gave me a card to mail in to register. I mailed the card within a week of my stay. I received no response back from the program until 12/05/2011 via an email welcoming me to the program.

When I tried to request credit for the stay, I was denied it on the grounds that I could only get credit if I had registered with the program within 60days of my stay. I spoke with customer service and asked for the date I had put in my application, they could not provide me with that. I was told that the last date for receiving credit was 12/05/2011, the very day Hilton sent me an email welcoming me to the program. Also, I am not clear on what basis 12/05/2011 is the cutoff date as it is beyond the 60 days cutoff date. I strongly believe that in this case, Hilton honors program is intentionally trying to set up its dates in order to deny me credit. Thank you.

I was traveling with a small group to Puerto Rico for an equestrian event. We were given a couple of hotel options for our stay with a special rate. We chose The Hilton Conrad. I was given a rate of $159.00 per room and requested 3 rooms. I was then given a confirmation #. Upon check-in, I was told I did not have a contract for the quoted rate and therefore would be charged the going rate of $279.00 per room per night. I was chaperoning several kids and told the parents of my original quoted amount in order for everyone to budget. I have a serious problem when the hotel gave me a confirmation # held rooms for me but did not honor the rate.

I contacted Hilton Honors to book a three night stay in Washington D.C. First, I was informed that if I stayed on the line and took a short survey, they would credit my account with 500 points. I took the survey and they didn't credit my account. Second, I wanted to use a combination of Hilton points and cash to pay for my stay. When I went online, the points for that hotel was 34,000 per night. When I contacted Hilton Honors, they raised it to 40,000 per night. I booked the stay for 80,000 points for two nights and cash for the 3rd.

Then they said that I couldn't pay cash for the 3rd night because the hotel wouldn't allow it. They made me buy additional points for the 3rd night at a cost much higher than the cost if I had paid cash. Third, I was told that the hotel didn't give AAA discounts. I just received my Trip-Tik from AAA and it lists this hotel accepting AAA discounts 365 days a year. What a scam. Sorry I ever joined.

PS. I have dealt with several customer service reps from this company and at best they were unhelpful and at worst rude and unprofessional!

I was charged double the amount to purchase points for a single night than the rate for a single night stay of the hotel. There was no option to compare point purchase versus paying hotel for a single night.

Called on December 30 about a room for the 31st. I was told that they had several cancellations and someone would get back to me in the morning of December 31. No one called and when I called, they said that they were completely booked.

This is bad service and I am a Hilton Honors member. I could have booked at another hotel but did not because they said that they had cancellations. Now I cannot get a room.

No star. While on an overnight stay at the Silver Spring hotel, my personal vehicle was valeted park on Dec 17th until Dec 18th 2011. On Dec 18th, the attendant informed me that my vehicle was vandalized by one of your employees. The manger on duty, Mucci *** was no help at all because he informed me that Michael *** would contact me about the matter. I called Mr. *** on Dec 22 and he was not aware anything had taken place at all. Mr. *** in turn called me a liar as if nothing even happened. I have a police report number, my parking ticket number and no contact from anyone from Hilton at all. Hilton as far as, I'm concerned has very poor customer service.

Since no one from Hilton takes this as a serious matter, I will file a complint with the Better Business Bureau. I will also take my complaint to the news media, so others will not. If you park your car with Hilton, they will steal from you. After you pay them to park and they will tell you, "That's not our problem. Things were stolen from your car," as Mr. *** told me on Dec 22, 2011.

As an avid traveler, I have stayed in countless hotels across the globe. Never have I received the kind of poor customer service as that which I have been subjected to from the Hilton Washington Dulles Airport Hotel. After staying at the hotel in September 2010, I was charged erroneously for phone calls which were allegedly made from inside the room. This is completely false. Not only has the hotel failed to provide evidence of the phone calls that were made, the receipt that I was provide made not clear distinction between incoming and outgoing calls.

Even the front desk employee admitted that there was nothing in her system that allowed her to tell which calls were incoming and which calls were outgoing. Most egregious is the fact that I was promised a refund which never manifested and then completely ignored by four employees. I have been patient in this matter and I will continue to pursue it until it is resolved. Here's the story. On September 8, 2010 I returned from living overseas and stayed one night at the Dulles Airport Hilton. On September 9, I received a bill with telephone charges of $67.31. I was outraged as this amount because several of the chargers were for incoming calls.

I was informed by the employee at the front desk that there was no way to distinguish between incoming and outgoing calls. I was scheduled for shuttle service and was paying in cash so I could not spend a large amount of time debating the issue with the front desk employee. On October 16, I contacted the corporate office to have the erroneous charges refunded. I was contacted by Edmund **, who issued me a reference number and forwarded my complaint to Jadranka **, Director of Rooms Division at the Hilton Washington Dulles Airport Hotel. On October 18, Jadranka informed me that, according to their records, the charges were indeed from outgoing calls and I could have a copy of this information if I was interested. I requested a copy because the folio I received only had one lump charge for calls, with no distinction between incoming or outgoing. I did not receive a reply from Jadranka **.

On October 19, Edmund ** sent a followup email to make sure all matters were resolved after I had been contacted by Jadranka. I responded with another request for the evidence that these erroneous chargers were valid as I know they are not and the folio does not make a clear distinction. I did not receive a reply from Edmund. On November 4, I contacted the main number for the hotel again and was connected with Krissy **, Guest Assistance Specialist. Ms. Krissy asked that I forward my folio to her for her review. She said it was most likely an error and I should receive a refund within a few weeks. I forwarded my folio to her via email on November 4. I did not receive a reply. On November 8, I emailed Krissy to confirm receipt of the folio. I did not receive a reply.

On November 23, I emailed Krissy again to confirm receipt of the folio. Again, no reply. On December 30, I emailed Krissy again. She replied with, "I have put in the request for the reimbursement for the phone charges as promised. Unfortunately, it did not post but I will make sure that I resubmit for your refund". On March 15, 2011 I have not heard from her nor have I received a refund for the erroneous charges. On August 29, I contacted the main number for the hotel again to pursue the matter. I am connected with Artnella **. She informed me that Ms. Krissy did not have the authority to promise a refund and that she would look into the matter. Ms. Artnella requested a copy of the folio along with a copy of the email wherein Ms. Krissy promised to issue a refund. I provided her with both. I did not receive a reply.

Let me preface my complaint with the fact that I have over seven years of hospitality experience. We stayed at DoubleTree by Hilton Hotel New York City - Chelsea over the Thanksgiving holiday. At the time of reservation, I requested a quiet room, extra towels and pillows, high floor & room away from lift. However, upon arrival, we were checked in to room 707; this room did not meet our needs in the least bit and left much to be desired. First and foremost, my spouse went to utilize the facilities and discovered missing supplies and to our shock and horror, there were hairs all over the tub area. This room was not cleaned properly. Next, I attempted to watch television and the remote did not work. I immediately called the front desk and was offered another room but we had already unpacked and were exhausted from the long flight. In addition, the remote issue was not solved until when I called the front desk the next evening four times for replacement batteries and waited over an hour.

It only got worse, that evening we discovered a group of kids were placed in the rooms adjacent to ours and when we attempted to sleep when we heard this group of teenagers running through the halls, talking loudly and knocking on the doors adjacent to our room. Again, I called the front desk and they assured me that the problem would be rectified. It was not! We got no sleep that evening or the next, they placed a security guard in the hall near the children's room but the guard was sleeping so this did not solve the problem. Furthermore, the following day we were in the lobby for the elevator for 15 minutes! One of the front desk staff asked where we were headed and we told him to get married. He asked for our room number to place a treat in our room and we never received anything. This property is awful and it nearly ruined our trip/nuptials/entire experience. We were never offered anything for all our inconveniences. The only compliments I can muster up would be the expeditious check-in/out process and helpfulness of bell/valet staff.

This is the resolution of my complaint. After filing this complaint, the general manger of the Hamptom Inn in Savannah called. He was very professional and understanding. He acknowledged my frustration and their mistake. He refunded my money. I will stay there again.

I booked a business trip to Savannah, Georgia Hampton Inn. This was direct bill government. I had to change the dates the weekend before the trip. I made that clear on the phone call. They are now charging me for 2 rooms because I could not give them a cancellation number. I was traveling at the time and could not write down what the reservation operator said. Hampton Inn charged the government for a stay and they charged me. I was never told this during my stay but just received the bill on my credit card. Should this not be illegal?

I booked a business trip to Savannah, Georgia Hampton Inn. This was direct bill government. I had to change the dates the weekend before the trip. I made that clear on the phone call. They are now charging me for 2 rooms because I could not give them a cancellation number. I was traveling at the time and could not write down what the reservation operator said. Hampton Inn charged the government for a stay and they charged me. I was never told this during my stay but just received the bill on my credit card. Should this not be illegal?

I booked a business trip to Savannah, Georgia Hampton Inn. This was direct bill government. I had to change the dates the weekend before the trip. I made that clear on the phone call. They are now charging me for 2 rooms because I could not give them a cancellation number. I was traveling at the time and could not write down what the reservation operator said. Hampton Inn charged the government for a stay and they charged me. I was never told this during my stay but just received the bill on my credit card. Should this not be illegal?

The Embassy Suites in Lombard, IL refuses to honor the lower government rate for out-of-state employees. They will only honor the alternate government rate which makes it impossible for anyone living out of the state of IL to stay with them.

I booked a room for two days at Hilton Orlando Bonnett Creek, online. I was charged $351 on my credit card, while the daily room charge was $133. At my checking out day, I was given a closing statement which said that my total room charge was $266 and $85 will be credited back to my credit card, which they never did. It has been three weeks; I have called several times and left many messages at the hotel's accounting department, but no one have ever replied back, or refunded the overcharge to my credit card.

Brides Beware - On August 30, 2011, I called the Hilton in Naples, FL. to reserve a block of rooms for our wedding party and guests. I was given a quote of $188 per night. I was told to create a webpage to make it easier for our guest to book their rooms. So, when I had time I created it only to find out that they changed my room rate to $269 per night. When speaking to the hotel staff about this matter they stated that room rates change like airline tickets and I should have created my webpage that day. If I had been told this on Aug. 30 I would have created the webpage, but the young lady assisting me did not give me that piece of information. So, Hilton-Naples you just lost over $20,000 plus bar business and rehearsal dinner for 40+ people.

I booked a reservation and paid in advance for suite room at the Hampton Hotel in Corsicana, Texas for the purpose of spending family time during Christmas with my sister who had cancer. Upon arrival, the Hotel Manager said that they gave my room to another guest and could only provide me with a double room and would not reimburse me for the difference in price. The hotel stated that I would need to be reimbursed through Hilton since that is how I booked the original reservation. The room was not clean and the sheets were dirty, so we had to request sheets and changed our own linens.

I complained multiple times to the hotel manager who did nothing but refer me back to Hilton. The Hotel has posted a 100% money back guarantee if not satisfied. I have tried multiple times through e-mails, phone calls, and letters to get this matter resolved. I have also been a Hilton Honors Member for 10 years.

This is what happened on 9/12/2011 when I arrived at the hotel:

- had to pay $238.29 inclusive of taxes for this privilege to stay at JFK Hampton Inn. It was priceless!

My handicapped wife and I planned a stay at the Niagara Falls Hilton Hotel for an 11-year reunion with close friends from the US. We booked side by side rooms because my wife has bowel issues and a prosthetic leg. Side by side rooms would allow us to order Room Service to one room and at the same time, offer the privacy of our own bathroom close by. Upon arrival to the hotel, we asked the young woman checking us in if there were any problem with the two rooms. She said that she was aware of the others in our party arriving the next day and there were no problems.

When our friends from the US arrived, we were shocked and very disappointed to learn that not only was their room not next to ours, but that it was also two floors away! We went to the front desk and spoke to one of the young men "Patrick" who listened intently but then referred us to his "supervisor". We explained our problem a second time and also informed the supervisor that one of the members of our party was a trip advisor AAU Basketball in the US and this type of service was unacceptable (she has since written a letter of complaint to your corporate office).

When we questioned why the rooms were confirmed as a side by side reservations, the hotel supervisor stated we really didn't even look at that during check-in, so side by side rooms might not be available at that time. The Niagara Falls Hilton seemed very happy to take our money but when it came to resolving the problem, they were nothing. Sort of useless. We asked several times how this problem might be resolved and the only response we were given were shoulder shrugs and lame excuses. The Niagara Falls Hilton Hotel ruined a holiday that took months to arrange. After posting this complaint on the Hilton Facebook page, I was contacted by one of the Customer Service Representatives and explained my complaint.

I was a guest of this hotel from August 10th through the 13th of 2011. I was attending a convention in the adjoining Brown Convention Center. Many of our 2000 attendees were staying in the hotel. On Saturday, the 12th, I left my room around 5 pm and went to the Convention Center for a meeting. At the time, my room had been cleaned and beds had been made. I returned around 9:30 pm and started packing for my departure the next day. I realized my jewelry pouch had been stolen. I have since discovered my camera was also taken. I reported this to security who came and took a report around 10:30 that evening. I followed with the hotel security the next day. I was told that nothing was turned into lost and found, but a report would be made to the insurance company.

A week went by and I contacted the hotel through a survey on-line. I was advised by Mr. ** that the report was not sent to the insurance company, but would be done immediately. This was on August 19th. I was waiting on the second week but I got no call. I again contacted Mr. ** by e-mail on August 26th. I have never had a response. I am very dissatisfied with the handling of my claim. I am due to stay in another Hilton in Vermont early next year. I have cancelled that reservation, even though it will be a hardship for me to stay in another hotel. Can anything be done about this type of treatment? What if I had been injured? Would that have generated more interest? Because it was a theft, does that mean I am treated differently?

We booked through hotwire and paid in full in amount of $101.21, arrived around 5 p.m. that evening. The room was dirty and dusty (we have pictures) the closet door was broken, air conditioner was not working, bathroom door as well was getting stuck, not the standards of the Hilton.

The kicker was the next morning when your establishment charged our credit card again (double billed) for the night 6:58 p.m. $105.95, 9:19 p.m. 127.86 and at 9:19 pm 25.00. That is stealing and unlawful unauthorized charges. We did indeed understand that we had a charge of $32 for parking, that your rude manager Brian ** supposedly refunded and is not been credited to our account. Also, a bar charge of $48.95 and we did approve this but the other charges are fraudulent!

I never would expect this from an establishment such as the Hilton. When I spoke to your manager, he was rude and told me that he couldn't help me because he had no idea why they stole from us. I spent the whole morning attesting these charges and he did nothing but say "I can't help you."

Maybe the establishment should start giving out concierge classes to all of your existing employees, and stop stealing from the customers. I hope to resolve this issue ASAP or we will take further action. It may cost us more but it is the principle, stealing is wrong. What if that was all we had to return home and feed our children? Your manager's answer to that was, "Oh well, sorry but we can't help you".

I will not drop this issue and will continue to write to your establishment, Fed Comm Commission, better business bureau and anyone who will listen until this issue is resolved and I am satisfied with the results.

I reserved 3 rooms in July 23 and 24, 2011 for a conference. I asked the front desk clerk if the rooms would be charged to my credit card and she said no. I said, "Good, because each individual would pay for their own room."

I was placed in room 807, which sits next to the elevator. I received a total of 1 hour of sleep. I spoke to the manager and she comped me one night. The other ladies paid cash.

So, needless to say, I was a little upset when I received my statement and was charged for a 2-night stay. I called and spoke to the front line manager, and he basically said he couldn't do anything because the cashier drew the balance. He said he would speak with the cashier that handled the check out and call me back.

As of today, I'm still waiting for the call. I've called and left messages, but nothing to this date.

I stayed at the Caribe Hilton in San Juan PR from July 28-31. For a sports science symposium. When I made my reservation on line using the group discount rate I received a confirmation detailing the charges which not only included the nights lodging but also it detailed the daily resort fee and taxes. When I checked out there was an additional charge for the bellman (which I never used) and a maid's charge. I complained to the front desk and had my print of my confirmation but they insisted I pay it. They also said this was because I had a discount rate. In other words they charge me extra for giving me a discount.

The fees were pretty nominal totaling around $6.50. But it is still sleazy to slip in charges like this. Many of us have been to car dealers who try and slip in charges at the end but at least there you can choose not to purchase the car. Here I have no choice. I already stayed there. I complained to Hilton Honors as I am an honors member and they had the hotel contact me via email and they apologized saying it shouldn't have happened but did not offer to refund the money they say they shouldn't have charged me. They did offer an upgrade next time I come to PR but who knows when that will be and of course they know this as well. I will avoid Hiltons whenever possible from now on.

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 being offered on all travel agency sites except their site, they denied my claim because I don't have a reservation at the bargain rate yet. They said the bargain rate is not available on their website.

Two months ago I wrote to the CEO of the company, but this guy, he never bothered to reply. I knew some other chains that played games with these guarantees but I never thought Hilton would stoop so low. Do not believe their best rates guarantee.

I thought for the amount of money that I was paying that the room would at least have a table and 2 chairs, God forbid we decided to order room service. It was bad enough when we brought sandwiches back and I had to sit on the floor across from my husband with a coffee table between us. Coffee machine in the bathroom, never heard of such a thing! But the main reason why I am so upset is that I left my jean jacket in the closet. This is where they also keep the ironing board and iron, which I did use. I left the ironing board in the middle of the room so there is no way they didn't see my jacket in the closet when they cleaned the room. We called as soon as we got home, they told us that the room was occupied and someone would get back to us.

IT DOESN'T MATTER WHETHER IT WAS OCCUPIED or not if the maid cleaned the room after we left, which I know she certainly did, there is NO WAY she did not see the jacket when she put the ironing board back in the closet. I called today July 29th, and spoke with Dorothy, who conveniently could not connect with the manager because they were having trouble with the phone lines. REALLY! I told her what happened, she told me that the staff that worked there were very honest, basically insinuated that I was lying. I saved up for months so my husband and I could have a nice time for a few days. I didn't realize that if you left something behind that the hotel would not return it to you. Completely no INTEGRITY!

Bed bugs! We were itching all over and we had to take precaution to make sure we did not bring home any; no compensation whatsoever. I told the lady when we checked out and she only said that she was sorry. She could have offered some compensation and more that just "I'm sorry,"

I will not recommend the Hilton and I am not up to the reputation of the Hilton.

My husband and I went to the Bahamas for our 8-year wedding anniversary. Upon our arrival to the island on 06/27/11, we embarked on problems before we arrived to the hotel. The day before, June 26th, I called The British Colonial Hilton to let them know we were going to be arriving late on the 27th and the gentleman I spoke to told me that it would be fine. However, when we arrived at the Hilton to check in, they had canceled our reservation. Luckily enough, the woman at the front desk was able to reinstate our reservation. My husband and I were placed on the third floor, room 347. One evening, I went to go get ice and the ice machine did not work so I called the front desk to see if they would kindly deliver some ice to our room; and the man on the phone stated that there would be a $3.00 charge for ice.

Are you joking me? A $3.00 room charge for ice? And to mention, they never fixed the ice machine through the 10 days of our stay. Then the last day of our stay, my husband's cell phone was stolen from his room. When we went to file a report with the hotel, the hotel manager flaunted an attitude with me. Mr. ** felt it was not their responsibility to investigate the case when the hotel had the same situation occurring two days before in room 377. My husband and I are infuriated with the way Hilton management has handled the situation; and the only reason we knew about the issue with room 377 and their stolen camera was because they overheard us talking about my husband's cell phone being stolen out of his room. The Hilton British Colonial hotel is responsible for the stolen phone because of their lack of security and mismanagement. As I mentioned before, the hotel manager was very aware of the theft that occurred two days prior to our case because room 377 filed a claim, and neither Mr. ** nor his security staff do a ** thing about it. Rest assured, my husband and I will continue to voice out what had happened at the Hilton, until they make it right.

I recently stayed at the Hilton in Houston,TX located in 2001 Post Oak Blvd. on July 9-10, 2012. My itinerary number is 64796744.

My complaint is that when I turned the sheets I noticed that they were dirty and had a horrible spoiled smell. I called the front desk for more sheets but once I put the sheets that they gave, I noticed blood stain on the blanket. I spoke to Peter, one of the hotel's manager and I also had him see the proof for himself. He apologized and advised that he would reimburse my funds on the valet parking which is not nearly worth compared to the inconvenience of an unsanitary room. I am mortified and displeased. I would like a response asap on this matter.

Curtis **

I have been staying at the Hilton Homewood Suites in Chicago for 23 months at $69/night. The hotel provides a full "Complimentary" breakfasts and dinners at no charge to their guests. Approximately 11 months ago, due to personal financial difficulty, I began running a $1,200 to $1,500 balance on my account (two weeks behind). However, I always continued to pay them each week and never stopped. Therefore, I merely had an ongoing, yet steady balance due. The hotel allowed me to maintain this balance and never forced to pay it off in full and bring my account current.

However, on August 23rd, 2010 they suddenly banned me from all their complimentary meals. Please note that they still continued to allow me run an ongoing balance, and they also continued to accept all my money/payments. This upset me very much because they agreeably continued to take my money; however, stopped providing me with services (meals) which this money was ultimately paying for. Therefore, I always ended up paying for these meals retroactively (that I never received), only two weeks late because I was running a $1,200 to $1,500 balance.

As far as I'm concerned, they owe me a credit for 436 meals that I have paid for but did not receive. They claim that meals are a complimentary amenity which they have the right to deny their guests whenever they want to. I'm estimating the value of each meal to be at least $6. Therefore, I want them to credit me $2,616. They firmly told me that they will not credit me any money at all. I'm so angry because to-date, I have paid the Hilton Hotel over $47,713 during my 23 month stay. Can I legally demand a credit and/or adjustment on my final bill? I'll be moving out within the week.

From my point of view, a complimentary meal is defined as an amenity provided to their guests as a courtesy at no charge. After spending almost $48,000, I feel that I deserve to be treated with courtesy just like every other guest, rather than in a discriminatory manner via harassment using meals/food as their weapon.

Once again, I ultimately paid for all these meals retroactively, which I never received, since they continued to always accept my payments without hesitation. I feel that I should not be legally required to pay for services not rendered, and therefore, they should credit the balance of my account for 436 meals that I never received. What do you think?

I wanted to write to voice my displeasure upon my recent stay at your hotel. My family, friends and I recently made reservations for New Year's Eve at the Hilton of downtown Lexington. We had several problems in the very beginning. Just making our reservations over the telephone, too numerous, to even get into. The room accommodations were very nice, however, we were treated rudely and with total disrespect from the staff, mainly the head of security. Everyone in our party was between the ages of 33 and 42, though we were treated as if we were teenagers. We were all sitting in our rooms, winding down after the New Year's Festivities when the security came to our door and told us we needed to quiet down or we would be thrown out. There was no one in our party that was even being remotely loud. In fact, quite the opposite, as we had one person in our party who was asleep. We asked if there had been some sort of complaint, however, we could never get a straight answer.

One member of our party was walking out the door and the security officer was standing at our door once again. We asked if there was a problem and immediately, the head of security came down the hall and started acting irate and belligerent with all of us. We were all confused as to what in the world we had done! I questioned the head of security as to why he continued to treat us this way, badgering and making make false accusations against myself and my guests. I was then told we had to all pack our bags and leave. I tried to very calmly discuss the situation with him, however, he did not want to talk and would not listen to anything I had to say. He simply wanted to throw us out. I told him I was merely trying to understand the situation and reason with him, telling him I clearly did not understand what we were being accused of. Finally, I was told that I could stay but our guests had to leave. I was completely shocked and embarrassed. We had spent over $500 on 2 rooms, not to mention, an outrageous amount of money on way too expensive drinks. To make matters even worse, the Hilton has charged a $200 fee to our credit card for smoking in our room when none of us are smokers!

I would have never expected treatment like this in an establishment like the Hilton or anywhere for that matter. My family and friends take numerous business/personal trips, though after the treatment we received from the staff both before and during our stay, we will never again stay at any of the Hilton's hotels or resorts. Not to mention, we have attended the New Year's Eve festivities there every year, though this was our last.

The hotel used to be considered a place of taste and elegance. We were on the 4th floor and people were coming and going at all hours. All the doors slam shut so we were kept awake by the slamming doors and people talking and laughing loudly. There was no quiet place to enjoy a drink or meal. Rap and hip-hop music was playing loudly with the bass thumping. Also, they wanted to charge me $9.99 for internet service which most hotels offer this free.

I booked a two-night stay at the Conrad Hilton in Istanbul on the Hilton website, confirmation no. **. They said they had the lowest rates and guaranteed that they would refund any difference in price if I found a lower rate as well as give me a $50 gift card within 24 hours!). I indeed found a lower rate on Priceline within the 24-hour period. They stipulated and have made three requests for the refund/gift card. They promise to resolve the issue in 24 hours and I have not heard from them. It is now five days later and they have not honored their commitment. I would like the public to know that they should never book on the Hilton website as there are lower rates on other sites.

A point system that takes away points because of not enough use is a very bad system. Why even bother with a point system at all if you are going to take points away from loyal customers. I don't travel a lot, but when I do, I choose Hilton hotels. If you punish me and take away my points because you don't think Im traveling often enough, then you have lost a very loyal customer. It is very bad business!

I'm a frequent business traveler and on July 26, 2010, I reserved a room in Hilton Baltimore BWI Airport for $191.14. It was confirmed for August 10, 2010. When I got there, they couldn't find the reservation so they needed to create a new one for my one night stay for a lesser amount at about $150. Couple of days later, I filed my expense report to my client of the hotel fee for $150. About a week or two after that, I noticed that Hilton hotel have been double booked and double charged my credit card. So I contacted Hilton personnel and spoke to Mt. Cordell ** about their mishap. He said that the company can only refund the lesser amount of $150 instead of $191.

Bottom line, I have to pay the difference from my own pocket because of their incompetence. I thought it was very unfair to me because I felt cheated by their system. It's their fault that they couldn't find my early reservation, not mine. Why am I being penalized for their inept service? Any business traveler knows how time consuming it is getting your expense report done. The loss of $41 doesn't compare with all the trouble they've put me through. I simply can't accept their moronic justification.

Made reservation for 9/7/10 stay. Delta arrived late into Salt Lake City, so missed connection. Called hotel to have them transfer reservation to 9/8/10. Upon arrival, hotel advised that I would have to pay for additional night even though I already prepaid for 1 night and had made arrangements to transfer night over the phone. Was unable to resolve and charged twice for single night stay. Loss of $146.91.

I stayed at the Airport Hilton in San Antonio, TX from 27 - 30 July 2010. It took 2 days to get the shower fixed and I finally had to go down to the front desk and wait for the "engineer" to come up to my room to show him why the shower didn't work. I paid for the room in advance to get a better rate and when I checked out, they said they couldn't produce my bill because I had already paid for it previously. I work for a corporation that requires an itemized bill to fill out a travel claim. I have been trying now for a week to get an itemized bill that shows what the "tax and service charges" are per day. I even called the corporate offices and they also tell me they can't produce the bill with the tax and service charges on it.

The economic damage that resulted is I have to pay charges because my travel claim has been slowed due to what happened. I can't believe in this day and age that a corporation like the Hilton can't tell me what a daily charge is. It makes me wonder if they didn't just put whatever they wanted to pad the bill. I have had nothing but run-around from everyone.

I was a guest at the Hilton Hotel in San Francisco located on Union Square a few weeks ago. The night I stayed at the hotel, there was a big party in the ballroom of the hotel. I was riding on the hotel's elevator at about the time the party ended, and I was robbed of my purse and other belongings. And this was all caught on camera.

A report was taken by the hotel and by the San Francisco police. While this was going on, the hotel manager never once came out to say anything or to even offer her apologies. On top of it all, I got a letter in the mail from the Hilton telling me they're sorry for my lost, but they have nothing to do with the criminal acts that happened.

My family and I arrived in Virginia after an 11-hour drive. After checking in on August 1, 2010 and proceeding to our room, we observed that there were dry urine spots and what appeared to be used toilet paper at the rear of the toilet. At that time, I was going to contact the front desk but my wife had brought Lysol wipes with us and had already cleaned the toilet. We cleaned the drawers and began unpacking our bags. When we attempted to hang our clothing in the closet, we found that the sliding mirrored closet doors were off track and not to mention the large cracks in the outside mirrors.

Soon after, my wife took a shower and found that there was no hot water. I contacted guest services and was told that they were aware of the situation and that their staff was advised of this problem at briefing. But why weren't potential customers made aware of this? It's day two of our stay here and there is still no hot water. We are being told that they are working on it, and now the elevator is out of service and we are on the second floor! What's next? I am an AAU Track and Field official and my family and I are here for a full week due to having to work the national AAU track meet. All the local hotels are full because of the various AAU sports being held, and there are many. There are 11,000 athletes alone competing in track and that's not including their families.

I've always held high regards to Hilton Hotels, the name meant quality and class but my family and I are staying in conditions of a lower quality hotel and have no choice due to having nowhere to go. I could expect this from maybe a Motel 6 but not a Hilton Hotel. After working all day in the hot sun, all I want to do is take a hot shower and relax, but the way things are going, it's not a guarantee I will get that. All the AAU track officials were booked at this specific Hilton Hotel, and after speaking with a majority of them, they are very dissatisfied with their stay here to date. So far the best part of our stay has been the house cleaning lady, who was very kind and was apologetic about the conditions of the hotel.

I made a reservation at a Hilton Hotel in Fairfield California and was told I could switch the reservation to any Hilton if I decided not to stay. Well, I switched over the Embassy Suites Hilton in Napa and got charged for both hotels. Now, it's going to take up to 15 business days to reimburse me when I really need that money. They took it out fast so why can't I get reimbursed quickly? The customer service was not very polite either. I will think twice about booking again with them. I am out $157.00.

We are a travel agency that has sold Hilton Hotels for over 25 years. They are paying their commissions to travel agents for booking their hotels through a company called TACS which is a pretty good company to deal with.

Hilton's agent policy is suppose to be 10% commission which it says it pays on bookings. In fact, they pay TACS 10% and then charge the travel agent a 3% fee for paying them a commission. This makes Hilton's claim to travel agents that they pay them 10% absolutely false and most agents are probably totally unaware of this.

We will try to avoid booking Hilton's as a result in the future. Loss of 3% commission on hotel bookings.

I sent this to the Hilton on March 5, and March 24, 2010, but have not heard from them, I still bear the marks from the stings, as well as the nightmares:

My boyfriend and I were recent guests at the Hilton Papagayo in Costa Rica. It is a lovely property. Congratulations! On Tuesday, February 23, 2010, we went to get ice from the ice machine nearest our room. I stood approximately 20 feet away while my boyfriend went to retrieve the ice. He approached and he thought he saw ants on the ice machine but upon placing the bag in which to carry the ice under the machine, he was immediately attacked by what we thought were bees (but have now been told they may have been wasps or hornets). As he ran past me under attack I was also attacked by the "bees" as well.

My boyfriend returned to help me as I froze while I was under attack and he proceeded to help me get them off of my hair while I was attempting to remove them from my arms and body. We each sustained a considerable amount of stings on our arms, hands, and face. I am enclosing 2 pictures; 1 of a dead culprit and 1 of my face. We went to our room and called the front desk. They sent a medic to us nearly immediately. Thank you. He offered us a diagnosis and gave us an antihistamine for our swelling. We were grateful that he didn't feel it was any worse. The swelling was considerable and the pain agonizing. We also took some ibuprofen which I had brought along on our trip.

I called the frontdesk again, approximately 3 hours later since my boyfriend's pain was not decreasing. In fact it appeared to be getting worse. I requested to speak to the medic. The medic called me back shortly and advised us to take some ibuprofen which we already had as well as take in some milk or yogurt. He recommended we eat dinner which we had not. I ventured out to the bar and ordered food to go. We ate and had a bad night's sleep. We were bed-ridden and locked in for the next 36 hours. While my pain subsided gradually, my boyfriend's lasted for the remainder of our stay. Although we are grateful for the attention paid to us nearly immediately, we are not satisfied with the lack of consideration afterwards;

The hotel did not call to check on us after the event occurred, they did not offer to send us a glass of milk, a cup of yogurt, nor to send us dinner. Basically the hotel disregarded the entire incident. We'd like to know that the property has taken the appropriate precautions to prevent this from happening again, especially since this could have been fatal to someone with a different allergic reaction.

The consequences to the Hilton and the guests and staff may have been much worse. We'd also like to know that the hotel now has a protocol on how to follow up and follow through after an incident of this nature has occurred. Everything should be done to ensure the safety and well being of a guest (and staff as well). Last, I'd like you to offer us a refund for our stay or a week-long stay at another of your properties for a later time of our choosing.

First off, I would like to say that The Hilton Westhsore in Tampa Bay, FL keeps the rooms fairly clean and neat, so this isn't just to bash them. On a more negative note, $10 a day for internet service--are you serious? How do places like Super 8 Motel and little backdoor hotels and motels have free Wi-Fi but a massive chain like Hilton can't? Second and more importantly, I left a pair of very expensive sunglasses in my room that I need to have because of a slight eye condition from years of welding. What did I get when I called and asked for them to be returned? Well, first nothing, no calls back or anything. Second, a "Sorry, that sucks for you." Apparently Hilton can't look at the housekeeping sheet and find out who cleaned the room to find out that that barely English speaking stole them. I am going to post this everywhere on everything I can. I have a difficult time being outside or driving during the day if there is a lot of glare.

Double-billed us even though we stated several times we were paying in cash (took a week to get the charge off our credit card), compaint about bathroom fan not working was ignored, poor customer service, hotel manager was either not given our numerous messages (or ignored them unitl corporate called), bed had no pillowtop (so we slept on top of the comforter), food at breakfast was moldy & out-dated, and we've been ignored/dismissed/transferred/hung up on by several Hampton/Hilton reps via email & phone conversations (which I saved and logged). Clerk spoke to us in Spanish after we made a compaint about the financial error, and she refused to tell us what she said. We were locked out of our room (even after being double-charged) and our things were gone through.

So now we have to spend time comparing hotel rates/amenities when making our travel plans, when the only hotel we had ever stayed at was the Hampton. This situation turns my stomach, and is (not?) expected from such a snob corporation. UGH! Definately NOT 100% Satisfaction Guaranteed!

Compared to other complaints mine is fairly insignificant, but I'll never stay at a Hilton again.

The room was so cold that I couldn't sleep all night and finally got up at 3:30. I turned up the thermostat, but only cold air came out.

In addition the lights in the bathroom were so dim that I don't know how a man could shave.

All the little bathroom amenities were on a coffee height table. There was a make-up mirror with no electric outlet. Even if there had been was I supposed to sit on the floor?

Hilton spent millions on decor, but not much on comfort. The only reason I stayed there was for an educational forum. I hope they select a different hotel next year, and I'll certainly suggest it.

I am writing to request your assistance in a matter pertaining to an ongoing problematic situation I have with the Hilton Corporation.

Over ten years ago, my wife and I were given Lifetime Diamond VIP cards. This card allowed us maximum privileges in the Hilton Honors program. In October 2007 Hilton Corporation sent us an unsolicited Gold VIP card, which offers considerably less privileges than the lifetime diamond card. At the same time, we were told the seniors program was being discontinued and it would not be possible for us to maintain the Lifetime Diamond VIP cards.

Additionally, if the diamond card was linked to the senior program, I was never made aware of the fact and, in my mind, it is a discriminatory decision. In desperation, we wrote Joe Ducey, an investigative reporter of ABC in Phoenix, AZ and he kindly aired our perplexing situation.

He, too, has never received a reply from Hilton.

I do not understand, nor does it make sense, that a lifetime membership can be revoked. To me, lifetime should by very definition be lifetime, unless they have a policy to discontinue giving cards to all seniors. We have phoned and written repeatedly to all corporate entities and we do not even receive a response.

It would be much appreciated if you could intercede on our behalf and request they reinstate our Lifetime Diamond VIP cards.

Thank your for your attention to this matter.

I initially went back to Debra wanting to change the number of rooms I reserve to a lower number at which point she made me aware that I already signed the contract. In the end my family utilized 5 of the 15 obligated rooms, and I paid $576.00 for the use of their Harborview Room for 4 hours.

Prolonging this correspondence was prudent in conveying my disposition objectively. But this by far is the most loutish experience I've ever encountered at a prominent hotel. On the morning of July 21, 2009, while showering, the sparsely non-skid surface of the shower became equivalent to a sheet of ice. The unexpected fall left me momentarily bemused and concerned that I may have sustained serious injury. To advance the point, select parts of my body were bruised, my left elbow/lower arm slammed bluntly on the rim of the tub and second toe (right foot) adjacent to the largest, painfully motionless and began to swell quickly. I thank God it wasn't worse.

As expeditiously as possible, I contacted guest services. I received an impersonal apology and the young lady advised the manager would be notified. Thirty minutes to an hour evolved, no return call, no consideration given to my plight. At checkout, again I requested the attention of the hotel manager. The staff at the desk looked on in bewilderment, then summoned Donn **. I sat in the lobby for another 30 minutes waiting to be acknowledged. Donn ** emerged, cosmetically apologetic and detached. His inquisition of facts was equivocally egocentric. Callously, he gazed at my foot, offered an ice pack, summoned hotel security to provide an accident report and immediately excused himself to making a call.

During this time, I took several photo of my foot. Another 20 minutes lapsed before the security representative surfacing with an ice pack and accident report form. To add insult to injury, I overheard Donn ** in an external conversation make a direct accusation that I may have sustained the injury elsewhere or may have been intoxicated. I had not been drinking and found this blasphemous accusation highly defamatory. After completing the report, Donn ** re-emerged directing me to drive myself to a local emergency room. Liability of the cost of medical treatment was the last statement vaguely disclosed. At this point, I was so disgusted by his insolent treatment, I declined and advised him I only wanted to leave the premise. I returned to the desk to ensure they had completely discharged me from the room. There was no delay in charging my account. He then offered to load my suitcase. He did so, abruptly slammed the trunk of my auto and hastily walked away.

Within an hour, I contacted Hilton's centralized guest service to file a grievance. Again, liability was skirted and deflected to the independent owner. I was informed that this Hilton was independently insured. My call was documented and I would be contacted, the next day. I work in the judicial field and this is the most blatant violation of civil belligerency. My personal physician confirmed the toe was not broken, but badly traumatized. The bruises have subsided, but not my recollect of this preventable accident. To date, the Hilton McLean, Tysons Corner has made no apology. Such indignation is unwarranted and will not be recipient of my future patronage of Hilton Hotel or affiliates.

We had confirmed reservations for a suite at Hilton Homewood Suites in Lake Buena Vista, Florida. We are leaving for my daughters first trip to Disney 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 knew it was a new hotel and prior to this they were taking reservations for April 1st. We even asked the Hilton Rep when we made the reservation if there was any chance the hotel would not be opened in time. We were assured that the hotel would definitely be open on time.

After seeing that on the website, we immediately called Hilton to inquire about the date change and were told that yes, sorry the hotel would not be open in time. We received NO notification of this and our plans and COMFIRMED reservations were made in JANUARY. Had my husband not checked himself we would have arrived at Disney World and had no where to stay on one of the busiest weeks. The gentleman my husband talked to said he was just a reservation person and asked that we 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. She told us she found one that was MUCH cheaper than our original reservation. I looked it up online while my husband was still on the phone with Hilton and found that it was one of their economy hotels.

We had reservations for a two bedroom Suite with a full kitchen. She wanted us to take two queen rooms instead. I also realized that it was 60 minutes or so from Disney. She then said she had another option and said she could reserve us two rooms at their Embassy Suites. We really wanted a suite with a kitchen, but we wanted to work with them so started to agree. UNTIL she stated that it would be $3900 for the two rooms! More than TWICE what we had budgeted for and was contracted to us through our reservation. We then explained that we were looking for comparable reservations in any of their hotels close to Disney and at the same rate we were promised. the girl at customer service told us we would have to wait 72 hours to get an answer.

Well, the 72 hours and more have passed and we still have no where 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 havent been able to find any other arrangements at other hotels. All are booked. We are also worried that they havent notified anyone about the hotel not beng open on time. We have not gotten an answer from anyone when we ask if they are notifying others with reservations. I am 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 no where to stay. We have since filed a complaint with the Better Business Bureau and found out that Hilton has a rating of F with the BBB.

We are STILL trying to find a hotel that fits our needs within our budget. We are supposed to be leaving for our trip in 8 days. The stress and turmoil this has caused for my family is incredible. The stress has exacerbated my anxiety and panic disorder. We still may have to cancel our trip. We wanted to make a memory filled wonderful first Disney trip for our daughter, but instead it feels like a nightmare.

I stayed @ the Hilton for 5 days & on the 5th day, my rental car had 2 tires & hubcaps stolen in their front parking lot. Both their Security & Management were aware of this at around 5am & they knew that it belonged to a hotel guest, yet they didn't bother to contact me or call the police. They claim that it must have been a pro. Then, they asked if i wanted to make a police report, & I immediately responded, of course.

As a vicitm, I feel that Hilton could have prevented this. It's obvious that there's NO sufficient lighting or Security, non-working security cameras, poor & un-trained Security and Management. To this day, I can't believe that there was NO IMMEDIATE ACTION to contact me or the Police.

The rental car co. is holding me liable for damages (towing, parts, labor) in the amount of $428.36. We suffered loss of time, vehicle, travel expenses, and much stress due to this incident. Therefore, Hilton should at least compensate me for the car damages.

I had booked a hotel room for the Hilton Hotel through expedia.com on July 10, 2008 to stay on August 23, 2008. When I booked the hotel I requested 2 beds because I had 3 other guests with me. While checking into our hotel the gentleman at the front counter told me I had a room with one queen bed. I informed him I had 3 other guests with me and I had requested two beds, not one. He was nice enough to move my guests and myself to a parlor room and requested to have two rollaway beds sent to the room with a sofa that had a pullout bed.

I was charged $25 dollars for one rollaway and the other was given to me free of charge. We went up to our room and set our things down and left for dinner. We came back from dinner around 10pm and decided to pull the bed from the couch so we wouldn't have to bother with it later. I pulled the cushions off and noticed there was no pullout bed.

I then had to go back downstairs and request two more rollaway beds, both which were generously given to me free of charge. I went back to my hotel room and proceeded to change because my guests and I were going out with a friend who lived in San Francisco. Within one minute I received 2 phone calls from the hotel security notifying me of noise complaints. I let the security know that there were only 4 people in the room and if we were being loud we would quiet down and were going to leave in a few minutes anyways.

We left our hotel at around 11pm and myself and one guest (my cousin) came back to the hotel at around 2:30am to go to sleep while our other 2 guests walked a couple blocks to get food. At around 3:00am those 2 guests came in the hotel, sat at the table and at their food. Not even ten minutes later hotel security was knocking at my hotel door, woke me up, and told my guests that they had to leave because they received another noise complaint. They told me that only the registered guest (me) could stay in the room but the other guests had to leave as soon as possible.

I told security that I would like to talk to their manager and for the other guests to stay in the hotel room while I was speaking with her. I was escorted by a hotel security downstairs where I spoke with the manager to try to resolve the situation. I informed her that in the room, two people were sleeping and the other two were at the table eating their food so how could we have possibly been loud enough for someone to complain. She told me that people have complained several times and that was the last warning.

I then let her know that we were even out of the hotel for several hours and just recently came back to our hotel room. She still would not cooperate and told me my guests could not stay in the hotel room but that I was more than welcome to. I then asked her how I could possibly find a hotel at 3:00 in the morning and she said that my guests could stay in the lobby until checkout. I told her that I understood her policy but that it was unfair to kick my guests out for noise they did not even make.

As I proceeded to walk back up to the room the security told me that the manager would let them stay in the lobby but that eventually hotel security would kick them out of there also. I then walked back up to the room where I found the other two hotel security inside my hotel room trying to kick my guests out while they were packing their belongings. I did a quick spot check to see if anything was left behind and my guests and I walked back downstairs. I asked to speak to the manager again and requested her to find me another hotel room.

I paid $149.43 for the room at the Hilton and the manager referred me to a different hotel with a costly charge of $180 a night. I told her I would not take that request and that I would like a complaint form which she then told me she had no complaint forms. I then asked for a number I could reach her at which again she refused to give me. She then told me I could write down my information and she would contact me.

I have yet to hear a response from her and am filing this complaint because my guests were forced to leave the hotel at 3:30 in the morning and drive an hour and a half back home which I joined them because I did not want to leave them. It was unfortunate that these events occurred but I believe none of these events had to happen if better guest service and assurance was taken. It was unfair how the manager handled the situation and I felt like my guests and I were discriminated against and treated extremely unfair. I never specifically asked to be placed in that room; we were just put in there because the hotel was unable to follow through with my request of two beds I made a month prior.

I also believe my guests were treated with the utmost disrespect from the hotel security as being the security literally went into the room and yelled at them to leave. I find this disturbing and inappropriate. I would like to be reimbursed in the amount of $219.43 ($25 for the rollaway bed, $45 for parking, and $149.43 for the room) since my stay was cut short due to inadequate management, poor customer service, and false accusations.

We were forced to leave the hotel at 3:30am and drove an hour and half back home to Sacramento. My stay was cut short due to false accusations and therefore lost the hotel which I paid $219.43($149.43 for the room, $25 for one rollaway bed, and $45 for parking). I would greatly appreciate your help and hope to hear from you soon. Thank you.

My cousin Natalia had booked a room reservation through a month in advanced. The reservation was placed under her name because she used her credit card. When we arrived at the hotel, and checked in, they had placed us in a room with one queen bed. We had requested two beds because there were four guests staying in the room. We were given a different room and were provided with roll away beds($25).

We left our stuff in the hotel and went out into the city for dinner, we didn't return till about 10pm, where we changed and were about to check out the night life. We received a call from security saying that they had received a noise complaint. We told them that we would keep it down and were about to leave. Within a few seconds we received another phone call staying the same thing. We told them that we had just received another call and that we were just heading out the door. We left and didn't return till 2:30am. Two of us went right to sleep.

About thirty minutes later, our two other guest came in and were sitting at our table eating some late night food, when we received a pound at our door. The two other guests opened the door and the security told them that they need to leave the hotel. They were shocked and didn't understand why they were being asked to leave. The security told them, that only registered guests could stay in the room. They woke up the one person the reservation was registered under. She spoke with security and told them that she was the only registered guest because the reservation was put under her name.

Security yelled for everyone else to leave. The registered guest asked to speak with their manager to try to fix the situation. One security officer escorted her downstairs to the lobby where she could speak with the manager. The other two security officers waited in our doorway with the door open. After about five minutes, the yelled for the three of us to pack our things and get out. We aked if we could wait for the registered guest to speak with their manager before they kicked us out. They refused and came into the room and kept yelling for us to get out.

I had no time to even change out of my pajamas. The two security escorted us down. And we spoke with the manager about writing a complaint. She informed us that she had no complaint forms to give us but that we could leave her our email address and she would contact us. A week has passed and we have received no reply from her.

Hilton Hotel has charged my Credit Card for TWO rooms when I did not place the order. I have called the Hilton Hotel that charged my Credit Card a lot of times and all I get is the run around from there finance department. This has been going on for more than 5 months. My credit card states that I have to pay for it because it was a reservation that was done, I have told them that it wasn't me but they still argue with me that when a reservation on a credit card is done the card holder is responsible for it and I must contact the hotel. I even told them it was fraud but they don't help me. PLEASE HELP!!!

In August 1996 I paid a fee ($275) to join as a LIFETIME member the Hilton Senior Honors program. There were several benefits offered including, 50% off rates, 20% dining discounts, bonus HHonors points and upgrades. I was issued a membership card with the word LIFE appearing over the Expiration Date.

After a short time I realized the discounts were of little advantage to me however, the upgrades and bonus points were of value. I increased my patronage and in fact eventually EARNED Diamond level in the HHonors Program.

Recently I received an email stating the Senior Honors Program was to be discontinued. I sent an email to the writer (Mr Burke) and did not receive an answer. I called Customer Service and was given an indication they were receiving a number of complaints similar to mine. A person called me back and was of no help, except to say the LIFETIME really meant, LIFE OF THE PROGRAM. I then sent a letter to the CEO, Mr Bollenbach and have not received a reply.

I was billed for parking even though I had a free parking package. When checking out of the hotel, my "final" bill was for $378.50. My American Express charges were for $426.50. The hotel billed me $48.00 for parking after I had left the premises. I would have believed this was an accounting error, had this not happened to me exactly one year earlier. The dates of my two stays were 2/19/06 and 2/19/07. This could not possibly be a coincidence. If this happened to me on the only two occasions that I stayed there, how many times each day does this happen? Business travelers especially, never really see their credit card bills!

The Hotel gave her a rate of $53.00 a night, with my AARP discount. The hotel management said my room came with a free breakfast.

On the 20th, I called to confirm the reservations. The manager, Susan answered the phone with "What do you want?". I thought I had the wrong number.

So I ask for confirmation of the hotel number and our room. She tried to raise the rate to $144.00 a night. But my sister, remembering whom she spoke with, made sure I had the room rate agreed upon and the dates we asked for on the 21st.

When I got to our room, at midnight of the 21st, we found a dead roach floating in the ice bucket filled with scum water. I notified the front desk, Bill, who sent a maintenance man with a plastic bag to place in the ice bucket. I was dealing with a sick child so I washed the bucket out myself and lined the bucket until morning. We were exhausted from driving twelve hours.

The next day, I complained again. Still nothing was done.
After ordering our "free" breakfasts we discovered they were charging us $13.99.

The front desk explained the free full breakfast was for Honors customers, butt the continental breakfast was free.

Well, the next morning, we ordered the continental breakfast, but now the front desk claims that free breakfast was $4.89 on Saturday mornings. I was livid and refused to sign the check.

On Sunday, I asked to settle our bill, my sister and I wanted to half the bill. The front desk claimed, the hotel couldn't do that; I would have to wait until 7 am Monday to check out. I had a sick child and needed to keep his doctor's appointment in Houston by 3:30 pm.
When we got up Monday at 5:30 am to leave, the hotel had billed my sister's credit card and refused to reimburse her one half as they claimed they couldn't do credits to a room.
When I got home, I discovered they had charged my credit card also.

I called the guest relations department and was stonewalled. They sent computer generated e-mails with no resolution. I emailed their media department and got a survey asking for my comments on my stay and then another generated email. I had asked for restitution for the week I spent arguing with the hotel management to resolve their lies and neglect.

There was no customer service. They answer was to help call the Bentonville hotel and the manager answered with, We don't know what you are talking about?

Great job of resolving complaints. I have called the health department, a local TV station and the state comptroller.

I had a seminar cancelled at the last minute the workshop leader was hospitalized on Saturday night. They contacted us at the last minute. As soon as I found out I contacted the Hilton, who would not let me cancel because I booked through Expedia. Expedia contacted the Hilton and they will not credit the stay. Expedia quoted their 48 hour cancellation policy, and that has been that. I am trying to work with them, but will never use them again. Nor will I ever stay at a Hilton Hotel or any of their affitiates. We are a small business and can't afford hits like this. This one stop shopping has cost me a fortune.

The internet access works badly but it is not free. The hotel staff is confused about it so they gave me incorrect information at first. To compensate, they provided some intitial service for free. Later I paid the access fee to use it again. I discovered that VPN connections terminate for inexplicable reasons. The tech support says it is the fault of the site I'm reaching even though I have had success with my home site during previous travel. For example, the free service had Holiday Inn works well because they do not block any ports. However, my greatest concern is that the service is not fast in any sense. I think it is slower than an ordinary phone line. The tech support person had no response to this complaint other than to suggest that I should attempt to get a refund. I urge the Hilton to stop advertizing their service as fast and reliable since it is neither.

It's a nice hotel, if you stay there be careful and do not trust the conceirge, they are out for themselves.

me an my husband decided to go to portland for a night out, have some fun and stay in a nice hotel. lookin at our choices online we decided on the hilton in dowmtown portland we wanted the best so we went to the executive hotel we got a resonable price with free breakfast, sounded great we got in late and then left to go out the room looked to be in good condidtion, the view was great.

Anyways we left then returned really late and tired we fell asleep. the next moring we woke to find blood on the sheets confused we first thought that one of us was bleeding but the blood looked old. Neither of us was bleeding or had cuts. We thought it was gross whose blood was it. We looked around the room couldnt find blood on anything else not on our clothes either. We thought for awhile and was gonna leave it and not say anything we are not ones to complain or try to get money out of things.

Anyways we ended up telling the room service people they came into the room and looked at the sheets said it was odd and that they where sorry no problem there. they said they would try and knock some off our bill but they needed to talk to the lady who cleaned it cause they are not suppose to put dirty sheets on (duh) we waited awhile and nothing we decided to just leave we went down stairs and checked out we asked about the bloddy sheets the man and the clerk came over and stared at us saying yes what do you need we stared awhile then finally my husband asked about the possible discount.

They said "We think you all left the sheets with blood on it" i couldnt belive it. i said we didnt think it could possibly have been us we had no cuts or nothing, they still accused us. me hating confration said lets just go its not that big of deal they where rude to us, my husband couldnt belive how they acted towards us.we left disgusted, then we loked at our bill we where even more digusted they charged us a hefty 18 dollar parking fee for one night we didnt know about.

I guess bigger isnt always better! when it comes to hotels

I have been a member of the Hilton HHonors guest reward program since 2000. Over the years I have accumulated 75,506 points from my travels to Denver for medical treatment. That is enough points for 10 free nights at one of their basic hotels, which is where I usually stay, or 3 free nights at an extremely nice hotel.

Due to medical problems, I was unable to do much traveling in 2005. The two times I did travel to Denver in 2005 I tried to redeem my points, but both times I was denied because none of the Hilton chains of hotels in the area I needed to be in was accepting point-based stays. Because I was unable to use my points and I was unable to afford the cost of a hotel as a result of my ongoing medical problems, I stayed with a friend both times.

I am traveling to Denver March 22-28, 2006 and again I tried to use my points for the accommodations. I discovered that Hilton HHonors had deleted my account and the accompanying points. While they reopened my account, they will not return any of my points.

I asked to be transferred to a supervisor and spoke with Andre. He informed me that they never return lost points. He offered to credit the account 5,000 points upon m next stay, but even if they do this for every stay, it would take 15 separate stays to replace the points taken from me. Though their own website says that I may request any Reward for which the Member is eligible and the account will then be closed at end of the 90-day period, they will not allow me my earned points.

I was loyal to the Hilton brands of hotels for 5 years and purposely stayed at only their hotels during my travel - just to earn the points because I knew one day I would need the points and not be able to afford the stay otherwise. I have acted in good faith and twice tried to redeem my points and even did not complain when I was not permitted on the two consecutive occasions. Hilton is acting in bad faith by not letting me use the points I earned in the past and by deleting them all together and not reinstating them now.

did not get sold that night.

On the afternoon of 9/14/2005, our crew was notified that our plane had been fixed and we received a second trip to the New York area. When we arrived in New York, I had the FBO at the airport contact the hotel to find out if our rooms were still available. The front desk indicated in no uncertain terms that they were COMPLETELY SOLD OUT for 9/14/2005 and that our rooms had been booked by other guests. Interestingly, the next morning Mr. Fletcher called to state that he had to charge our company $250 for ONE room because the hotel was one room short of a total sell-out that night. On 9/16/2005, my corporate American Express Card was subsequently charged $250.

My flight crew and I are totally disgusted with the lies to us by this hotel manager. As far as I know, this type of double booking activity to
make additional revenue is considered illegal. I have 200+ stays at Hilton
properties this year and have never been treated so poorly by any employee

at a Hilton property in my 18-year corporate aviation career.

I expect that this fraudulent charge be refunded to my corporate Amercian Express account accordingly.

The Knoxville Marathon boasts "come experience southern hospitality at it's finest", however it doesn't speak for the Knoxville Hilton located one block from the Start Line and on the marathon route. To accommodate the woman's NCAA basketball tournament, the Hilton refused racers' requests for a one-hour checkout extensions, regardless of marathon participation or Hilton Honors membership. The Hilton would, however, extend checkout to 5pm - charging their half-day rate.

If the Knoxville hills weren't challenging enough, runners staying at the Hilton would have to finish in 4 hours or less to give themselves at least one hour to travel eight blocks from Neyland Stadium to the hotel, shower, and checkout by the noon deadline. Anyone who didn't average 9:09 a mile should probably have stayed somewhere else.

I came to Knoxville from Atlanta not to race, but to support my wife and her running group Get Fit Atlanta. I am an adventure racer, so I understand and appreciate the time, training, dedication every runner AND walker puts into a marathon. This is why I stand and cheer, and clap my hands red for hours. If you remember a man with a trim beard cheering you up the hill at mile marker 11, you remember me. This is also why I took the extra blanket in our room to wrap it around my wife and her friend prior to the start.

This is a problem for Hilton, as an obese "Guest Services" man named David followed us outside the hotel yelling that the blanket was not to leave the premises. I explained that it was to keep racers warm prior to the start and that I would be returning it to the room directly after the race began. The large Hilton employee demanded it be returned immediately. My wife gave the blanket back while I told the employee exactly what I thought of the Hilton's policies, and treatment of marathoners. He had signaled maintenance crew who snuck up behind me and I found myself surrounded on three sides: A fat man telling me I would be arrested, a tall skinny *******"Step up, Mr. Big Time. Come on!", and a woman waiving a walkie-talkie and chattering so incessantly I honestly couldn't tell you a word she said southern hospitality at it's finest.

I was upset, but never so much as swore, touched, or raised my hand to these people. It could have been a television prank. My last words to the hospitality professionals were "I have to leave, I have people to take care of" (aka a wife, her friends, and 3,000 athletes to cheer for). The irony almost made me laugh as I walked away. The large man promised that when I returned to the Hilton the police would be waiting I did, they weren't. It seems the only Hilton that provides good service is Paris.

I know this isn't a representation of the race, the people of Knoxville, or Tennessee. But never the less you will understand that when choosing where to spend our time, money, and training efforts my wife and I will be going elsewhere. And I'm canceling my Hilton Honors membership.

we were booked into this hotel by liki tiki resorts in Kissimmee for 2 nights as one of their time share promotions(2 nights 3 days for $199.00-plus 2 tickets for Arabian Nights show and a discount for a cruise)We arrived on oct 22 04 and the hotel was everything we were expecting- the trouble started that night when we tried to sleep- the hotel is located very,very near Interstate 4 the Semi's were going by every 30 seconds and are loud enough that there was no chance of ever being able to even get a catnap let alone a nights sleep.

we finally gave up at 3 am and got dressed- I went to the lobby and complained, but all I got was a blank stare from the night manager and no offer of another room- again the same with the daytime manager other than saying "Oh, your back on the hi-way" and "I stayed there during the Hurricane and didn't notice anything"- with this we told him we would be back after to check out after we went to Liki Tiki resort and complained-bottom line is we got another motel for that night -turned down any tickets or discounts Liki Tiki offered, canceled our plans to spend the rest of the week at Disney World and went home to Indiana- $199.00 poorer but wiser

I bid on a 5 star hotel in downtown Houston and Priceline awarded me the Hilton for my stay. When I arrived Hilton put us in a parlor with a hide-a-bed. I complained and was told that this was Hilton's policy with Priceline customers. I confirmed this with Hilton customer service. We won't sleep on a hide-a-bed at any price so we have stopped using Priceline.

I was 5 nights in Hilton Trinidad. The night before left I paid in cash US$739.28. Several days later I observed a charge in my credit card of the same amount. I called them thinking it was an accounting problem that would be solved quickly. However they state that I never paid. I reviewed my bill to realize that the three pages with all the charges that the woman at the desk gave me enclosed in an envelope were not a receipt but only information of my expenses.

I have to say that the week before I had been in Hilton San Juan and the receipt is very similar to that that I received in Trinidad (three pages with the expenses, without stamps, where in the left corner, instead of information bill it states copy of invoice). In fact I do not read over the documents that I recieved, but I could not expect a situation such this in a hotel chain as Hilton. My only explanation is that the woman at the desk stole my money. Managers considered that I had not prove of my payment and therefore, the cahrge in the credit card is correct. How can I have a receipt if they never gave me it?

We (my wife and 6 month baby) reserved the hotel for 5 days in late January 2004. When we arrived, the vallet parking person helped us with the car. The next day, we waited for 2 hrs to find that the car got stolen under Hilton's hand. I had to spend a whole day going to police station,etc. The other thing that really dissapoint me is that Criss promised to give a replacement for my rental car I've paid in full. Now (6 months) later, they never do and even ignore me. We've noticed (after staying in their security room) when we were there that their security system sucks. We will not recommend this hotel especially for people bringing jewelery and expensive items.

Unfortunately, we spent the night of April 15, 2004 at this hotel. My wife and I checked out early the next morning. An hour and a half down the road, 10 or 10:30 I realized that I had left my wristwatch on the bedside table. I called the hotel, explained my problem to the operator, who connected me to "housekeeping" who heard me tell them when I left, in what room I had stayed, where the watch was and what it looked like. They offered to send it to me. I thanked them and said that they needn't go to the trouble, if they would just secure the watch and hold it for me, as I could drive back through Charlottesville four days later, on the 19th. I was told that I could stop at the front desk and they would be able to help me. I asked if I would need to see a particular person, or be there at a particular time and was told "no, anyone will be able to help you."

Of course when I arrived the desk clerk said that housekeeping was gone for the day and they couldn't help me, but I could call back the next day. I initiated numerous calls, and got no result. Finally the hotel admitted that they hadn't found the watch (probably never looked until after some enterprising soul made off with it) and then wanted to negotiate the price. As it was, this was a special watch, a family gift, and one no longer available to purchase. I decided on a replacement, considerably less expensive than the one that was stolen, and asked that either the hotel get it for me, or send me three hundred dollars for the purchase. After several conversations they agreed and Assistant Risk Manager promised that they would send me a check for the replacement. That was on the afternoon of May 14, 2004. On May 25th when the check had not arrived the Assistant Risk Manager told me it had been mailed. Today, on May 28th, it has still not arrived, obviously because it hadn't been mailed.

After receiving their assurances that they were sending the check on May 14, I ordered my new watch, which has arrived.

During this process I spoke to several people at the hotel and several different people at Hilton, the parent company of Doubletree (who even assigned me a file #). All assured me of their great concern and apologized for everything that had occurred. The Hilton people promised me that the Hotel General Manager, Mr. Robert Foster would contact me personally to resolve the situation. I never received a single word from him. Clearly what Doubletree/Hilton says and the way their various hotels operate don't match up. In researching the company, trying to find someone who might be willing to help me, I came across Desk Clerk Mike.

Clearly I am not the first person to be treated shabbily by this hotel chain. That time, they finally apologized profusely and made public amends, promising to remember and provide a higher level of service in the future. Clearly they have not learned the lesson.

Hilton promotes 100% satisfaction gaurantee. If you are not satisfied hilton does not want you to pay. This is posted everywhere and even on the room key.

on one of my nights stay, I came back to my room and it had not been cleaned, no clean towels and bed not made. I notified the front desk and they said the cleaning crew went home for the day. I did not recieve any new towels but was told we are sorry and we will make sure this will not happen again. I asked for the 100% gaurantee and was told that they did not know how to do it and needed to be done by a manager. I was charged for the nights stay. I have called Hilton and sent letter with no response. I was sent a offer for a free night stay if my problem was not resolved. I do not want another free night stay I want my refund as promised. I do not travel much and would not stay at another Hilton.

special significance. My sister had specifically asked for another colorful one to follow up one I'd sent her in 1999 from Cape Town.

It had been on
her blletin board at work in the World Trade Center and had, of course been
destroyed. Fortunately she had been off
that day. My 94 year old aunt in Barbados (who has since died) eagerly looked forward to vicariously traveling
to Africa through my postcards. None of
these postcards reached their destinations. I subsequently contacted
the hotel lamenting that I had erred in
not having a written receipt for this
transaction because, frankly, I hadn't

thought of it.

The above named Mr Bothma contacted me via EMail on 8/20
and, agreeing (I thought) with a resolu-
tion I had offered, sent me a batch of
30 postcards via express mail which I then addressed and returned to his office for belated posting from South
Africa. This was done via
USPS. To date No one on the mailing list
has received any of those cards either.
Furthermore, a followup EMail dated
11/7 to HILMTG2000@ICON.CO.ZA which
was not returned as undeliverable has
met with utter silence. I had notified
the interested parties that the Hilton
was working to rectify the problem caused, obviously by one of their em-
ployees pocketing the aproximately
$12.00 and discarding my original post-

cards dated on or about 6/1/2003.

Thanksgiving day. We giving the room 917. As soon as we open the door the room had a very strong odor of cigarette. Also the rug was very dirty and the bedding smelled. I contacted the hotel 3 times and have not heard a word. I am traveling to Disney World and I would appreciate it if I could get some deductions for the inconvenience.