Hilton HHonors Customer Service Issues

I am a Hilton Honors member along with my wife, Clare. My membership number is [redacted]42. On 08 December [redacted] at 18:07 (UK time), I changed my password, and I received a confirmation email at [redacted] However, when I tried to log in using my new details, I was connected to my wife's account instead of mine. I need this issue corrected before I make a new reservation. I am willing to get a new membership if necessary, but I want to ensure that I can access my own points.

During my business trips to PA, I book through the corporate site. I made reservations for the weeks of 28Nov - Confirmation # [redacted]1, 05DEC - Confirmation # [redacted]4, and currently staying at the hotel from 12DEC to 16DEC. Despite being a long-standing member, I am disappointed as I haven't received points for my recent stay. I usually never had issues when booking through my company. I value earning points during my stays and wish this option was available. I have more trips planned in PA and other locations in the New Year. I rely on the Hotels for their exceptional service and I feel other chains don't compare. My Hilton Honors number is HH [redacted]82.

I recently cancelled a reservation at Hilton Garden Inn The Woodlands Texas for Dec 12 and 13 with reference number [redacted]. Despite this, I was billed as a no-show. On Dec 11, I called the hotel directly and was assured by a staff member that my cancellation was accepted, but I never received an email confirmation. I have searched my inbox and junk folder without success. Since then, my credit card has been charged. I have attempted to contact the hotel again, but have been unable to reach anyone.

I have struggled to cancel my contract # [redacted]8 with HGV as they keep sending me around to different departments. I attempted to cancel at Cancun Resort, where the manager mentioned others were willing to pay $8,[redacted].00 for two thousand points. Despite my efforts, I couldn't get information on the yearly maintenance fees. When speaking with Ribal Hage, I expressed my financial limitations, but he quickly mentioned a $2,[redacted] maintenance fee without clarifying the details. He also failed to disclose the $[redacted].00 charge for Hilton points acquisition or the bonus points offered. I wish to remove Kenneth Lamb from my contract and am unhappy about being billed $50.00 on my AMEX after attending a presentation. At 75 years old today, I cannot afford the steep costs associated with this Hilton membership. I kindly request the cancellation of my membership # [redacted] and will be sending a written cancellation letter as well.

I have a reservation for 10 nights starting on the 22nd of March at the Hilton Garden Inn Muscat under the name Gloria Fernandez Sanchez. In case you can't provide me with an email address, can you please share the following message on my behalf? I will be arriving late due to a flight from Istanbul, scheduled to reach Muscat at 1:30 AM on the 23rd. The room I booked is a Superior room with two beds. If there is an option between a 'Sea view' or 'Mountain view,' we would prefer the sea view. Thank you and regards, GFS.

I've stayed at several of your hotels, the last being The Fellows Hotel in Cambridge over Christmas [redacted]. I am having trouble accessing my account as the system doesn't recognize my password. My Account Number is [redacted]. I've attempted to reset the password with no success. I am eager to know how many points I have and am thinking about booking the DoubleTree Hilton in Stratford-upon-Avon in June this year. Any help you can provide would be greatly appreciated. Thank you.

I stayed at the Hilton Garden Inn in Georgetown, KY, and was disappointed to find the bar closed due to a lack of food and water for the restaurant. It seems that a strike at Cisco is causing issues with bottled water for guests, the pantry is empty, and there are no restaurant services available. Despite ample alcohol supply, they are not serving. Many guests are going to a nearby non-Hilton hotel. This experience has made me question why I choose to stay with Hilton, especially since there was no mention of these issues on their website or during check-in. I have informed the front desk that I will not return and will stay at the hotel next door for a better experience. Lonnie Potter Hilton Honors Member ##[redacted]04 Stay Confirmation: [redacted]

I contacted Hilton reservation for a non-refundable booking made through American Express Travel. The manager, ISMAEL, informed me that he couldn't help due to my call coming from a bank. I explained I was from the travel services at AMERICAN EXPRESS. This was the first time I faced such a denial of service. As Hilton is a partner hotel of American Express, I hope for an improved customer service experience.

I booked a room at Hilton through an agent but my reservation got canceled without any explanation. The hotel staff helped me make a new booking, but they have incorrect personal information for me, including the wrong full name and contact number. I tried to update my details on the Hilton App but I couldn't remember my password, so I attempted to reset it. However, I am still having trouble accessing the app. I am looking to correct my full name and contact number on my Hilton profile, but I seem to be blocked. What steps should I take to resolve this issue?

Subject: Invoice Correction Request for Stay at Hilton Garden Inn Staten Island Dear Sirs, I stayed at your hotel from May 22nd to May 28th and during check-in, I requested the invoice to be billed to my company, Beiersdorf AG Hamburg. However, the invoice I received upon check-out was addressed to me personally instead of the company as agreed. The cashier, Natalie Naeder, mentioned that due to booking through Booking.com, the address could not be altered. I wish to kindly request your assistance in providing a corrected invoice with the following details: Current Incorrect Information: Name: Thorsten Szanyi Address: Unnastrasse 48, [redacted] Hamburg Corrected Information: Company: Beiersdorf AG Hamburg Contact: Mr. Thorsten Szanyi Address: Unnastrasse 48, [redacted] Hamburg - Germany I appreciate your prompt attention to this matter and look forward to receiving the revised invoice. Thank you for your understanding and cooperation. Sincerely, [redacted]

Dear Christopher and Team, I am reaching out to express my dissatisfaction with the handling of my Hilton Grand Vacation package. I purchased a New York vacation package, intending to take a break, but due to the COVID-19 pandemic and work commitments, I couldn't use it within the given timeframe. Today, June 1, as I tried to book, I realized the package expires on July 1. However, I was told no rooms were available until August. Initially offered an extension for a fee, it was later denied abruptly. The staff's disrespectful attitude and unprofessionalism during this conversation, and the manager's refusal to assist or allow me to speak with them, were upsetting. I am disappointed by the lack of empathy, respect, and customer service shown. I urge a quick response and a resolution to this matter. I am hoping for a refund due to the poor treatment I received. I trust this issue will be handled promptly to avoid any negative impact on Hilton's reputation. Best regards, Mona B.

Subject: Dissatisfaction with Hilton Grand Vacation Package Dear Christopher and the team, I am writing to express my deep dissatisfaction with the handling of my Hilton Grand Vacation package that I purchased for a trip to New York. Unfortunately, due to the COVID-19 pandemic and business travel obligations, I was unable to use the package within the allotted time. When I attempted to book my vacation on June 1, I discovered there were no rooms available until August and was told that no extensions would be granted, despite an initial suggestion for payment. The treatment and unprofessional behavior of the staff member I spoke to, along with the lack of empathy and disrespect, were unacceptable. Even after requesting to speak to a manager, I was denied this opportunity. The dismissal of my concerns and the refusal to offer a resolution have left me feeling frustrated and disappointed. As a customer, I expect to be treated with respect, fairness, and professionalism. I request immediate action to resolve this issue, including a refund for the package. The rudeness of the customer service I experienced is concerning, and I hope for a prompt and satisfactory response to address my concerns and rectify the situation. Best regards, Mona Bhatt

Our stay at the Hampton Inn - Emerson Lakepoint of Georgia on June 2nd was disappointing. Initially given a dirty room (#[redacted]), we were later relocated to room #[redacted], which was satisfactory. However, upon returning on June 3rd after a day out, we found that our room hadn't been serviced. Despite notifying the front desk, no action was taken. Upon check-out the next morning, our complaint was ignored, and we were only given the bill. We are surprised at the lack of adherence to the Hampton Inn promise of satisfaction guarantee. We are seeking a credit of $[redacted].60 to our American Express card for the room and taxes. We await a prompt response.

I need assistance with an issue at the Hampton in Mystic. As an employee at Electric Boat, we often use this hotel for temporary living arrangements for our new hires, extending stays for 30 days or more. Despite being told at the front desk that they are not charging my card, I continue to see unauthorized charges appearing. Last night, I switched cards, but the following morning I discovered charges of $2,[redacted].05 and $[redacted].30. This recurring problem is causing frustration and confusion for me and my colleagues. The front desk is unable to provide an explanation. I have been advised to reach out to the Hilton Honors Dept via email. I can be reached at [redacted]. Thank you.

Dear Ladies and Gentlemen, I am at a loss where to begin. On our 7th visit to Waldorf Astoria The Palm from May 12, [redacted], to June 2, [redacted], we still find the hotel to be pleasant BUT!!! It is unacceptable that 50% of the beach umbrellas and sun loungers are damaged. Additionally, the hotel gets overrun by day guests on weekends, resulting in [redacted] to [redacted] extra visitors, including children and nannies. This situation undermines the supposed relaxation and creates a chaotic public pool atmosphere rather than a luxury hotel experience. It is unfathomable how this is permitted! These issues are more reminiscent of a 3-star hotel in Tunisia rather than the standard expected at Waldorf Astoria. The service staff cannot compensate for the shortcomings of the management. I am also puzzled by the lack of a discount for being a Hilton Honors member and the delay in refunding my security deposit. Given these circumstances, returning to your Dubai hotel is doubtful. Kind regards, F.Naumann

My honors number is [redacted]. I attempted to make a reservation in Munich through the app. During the final step, the app repeatedly informs me that it could not verify my Amex Platinum card, which I have been using to make payments for the past 15 years. Despite entering the relevant security code provided by Amex for the transaction, the issue persists. Since I have acquired Hilton Honors Gold status in connection with my Amex Platinum card - implying that you should already have my Amex card number - I am unsure of what the problem may be and would greatly appreciate your assistance. Sincerely, J.

Hilton closed my Honors account without warning. They claimed I received more service recovery bonuses than the revenue I spent in the past 24 months. Being a loyal Diamond member for 15 years and a Hilton amex cardholder, this came as a shock. Battling long covid since May [redacted] has restricted my travel and spending. During my recent stays, cleanliness and air quality problems affected my health. With [redacted],[redacted] points and a free night certificate in my account, I am unable to access it as I cannot log in. HH [redacted]56

I'm curious about transportation options from the hotel to Brooklyn Port and if taxis are accessible. We're booked at Hilton Garden Inn Times Square North from 9/17-9/19/23. Also, interested in the convenience of reaching the Museum of Natural History from the hotel and the proximity of a hop-on-hop-off bus. Lastly, unsure if transportation to the port needs pre-arrangement.

Subject: Hilton Honors Points Inquiry Honors Nr. [redacted] Dear Sir or Madam, I recently stayed at Hilton Garden Inn Krakow, Poland from September 7, [redacted], to September 10, [redacted]. During my stay, I had booked and paid for 2 rooms but only received bonus points for one room. As a new Hilton Honors member, I was unaware of the requirement to register this at check-in. I kindly request the additional points for the second room to be credited to my account. Thank you for your understanding and assistance. Sincerely, D.C.

My Hilton Honors number is [redacted]. During my stay at Hilton Munich City Hotel, I accidentally left a small bag at the concierge. When I realized it was missing at Munich train station, I asked a colleague in Munich to retrieve it for me as my train was departing soon. I contacted the hotel at 15:20 and spoke with a lady who confirmed holding the bag after verifying its brand and color. However, when my colleague went to collect it, the staff claimed they didn't have it. I believe the conversation may have been recorded for quality purposes, so I kindly ask for your assistance in reviewing the call data to resolve this issue promptly. The bag contains important documents and items, so I appreciate your urgent attention to this matter.