Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we booked the one bedroom suite with strip view at ****** from 2023/6/5-2023/6/9. The confirmation number is **********. we we check in they dont have the room, so we check in to Crockfords, and moves to ****** after 2 days, so I had talked over with an employee and agreed upon a 2 PM checkout time to move. Despite informing the staff that I needed time to pack my belongings, one male employee entered my room without any prior notice or knocking while i checking out. As a young woman staying in the room alone, this intrusion left me feeling threatened and shocked. Consequently, my attention was diverted from cleaning the dog waste as I hurriedly packed our belongings to vacate the room. The hotel charged me $850 for alleged "dog damage" due to a small incident involving feces, plus while we check in no one asked about the dog, and we did not know we cannot bring dog. While waiting downstairs after checkout, an employee told me dogs are not allowed so I immediately placed my dog in a secure cage, ensuring there would be no interference with other guests. Despite my swift action, he persisted in pressuring me to leave the hotel immediately. I politely attempted to inquire about the reasons behind his insistence and I was waiting for my boyfriend for only 5 minutes, but he evaded my questions and further violated my rights by proceeding to take a photograph of my identification without obtaining my consent. This blatant infringement on my privacy is not only deeply unsettling but also a clear breach of my rights as an individual. When the Crockfords manager came he did not listen to my side of the story at all, he repeatedly threatening to ****** us off the premises and calling security. Even after we suggested talkingoutside the building, they continued to insist that we leave and even made derogatory remarks. One employee said you will go to jail to me and my partner. I dont believe in any circumstances the staff in a renowned hotel in ****** can say words in such disrespectful way. And this all happened after we have paid the staggering cleaning fee and has put the 2kg puppy in the cage. This behavior, combined with the fact that almost eight employees stood together forcing us to leave, staring at us, felt discriminatory and racist.

  Business Response

  Date: 11/14/2023

  Thank you for providing your detailed account. There were absolutely opportunities on our end to improve on in terms of communicating and we will use this as a training opportunity for those involved. While I cant elaborate in detail, I can assure you the concerns that you brought up regarding our approach is being addressed actively.
  
  After working with housekeeping and facilities I must regrettably inform you that the restoration charges will stand. It was determined that a carpet extraction and replacement had to be performed. I am not an expert in that field but housekeeping leadership along with facilities did come to the determination it was necessary and thus the charge will remain.
  
  We hope that you understand our commitment to maintaining a comfortable environment for all our guests. We apologize for any inconvenience this may have caused you and wish you the best in your future travels.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2023, I made a reservations at the ****** Hotel using a promotion through their marketing department for a 2 night stay from Aug *****, 2023 for $494.34. A deposit of $346 was paid for the reservations. On May 16, 2023, I made another reservations under the same promotion for the same date and for the same price and I paid a deposit of $346 again. I called on Aug 9, 2023 to ask a question and the Manager ********* told me that they could not honor my second reservations as the promotion can be applied to one room only. They canceled the reservations without making accommodations as I am one room short. They also received payment from me early guaranteeing the room and had no right to cancel last minute. As such, I expect Resorts World to compensate me for the inconvenience as well as the cost of my additional room that I had to book last minute. I expect a payment of $1000 to cover my costs.

  Business Response

  Date: 08/10/2023

  Good afternoon ***************************,

  I hope this email finds you well. I have reviewed your complaint and regret to inform you that we will not be able to honor the second promotional reservation as the hotel is projecting sold out status for 8/11.

   

  I understand the frustration the the error has caused and do apologize. It is through communication, such as yours, that we are able to better improve the guest experience going forward. 

   

  In a good faith effort to make this right, I am willing to create a second reservation for you with a special rate of $225 per night plus tax and resort fee. If this is desired please let me know so that I may create the reservation for you.

   

  We value your patronage and look forward to hosting your stay.

   

  Best regards,

  Customer Answer

  Date: 08/24/2023

  My apologies for not responding sooner.  Unfortunately, the complaint was not resolved.  RW Las Vegas tried to offer us a room at a higher rate and did not honor the room rate that we initially contracted for and breached our contract.  We are demanding that the hotel reimburses us for our entire stay as our family had to stay at two different hotels and at a higher rate.  Thank you

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a bottle of champage to be delivered to ****************'s room and it was never delivered. sent multiple text messages and it has not been refunded.

  Business Response

  Date: 04/10/2023

  Good afternoon ********************,

  We have received your request for a refund. We will need further information to be able to assist you. Where did you purchase the bottle of champagne? How much was this? Are you able to provide an invoice or receipt? Who did you contact to arrange the delivery? 

  We look forward to your response and assisting you further.

  Best,

  Aislinn

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked 2 rooms for Las Vegas Hilton at Resorts World on 3/9/23 prepaid for total of $2179.72. This was supposed to cover all room costs and resort fees. Upon arriving at hotel, the front desk. My wife and I were told that we could not check into our rooms unless we paid and additional $1608.00 for a security deposit. We were never informed of this security deposit by the 3rd party booking agency or the hotel and we did not have enough on our debit card to cover it and the hotel would not accept cash. We were stranded in Las Vegas with no room. The front desk people were inflexible so we had to cancel and find a hotel (Tropicana) that would take cash. Contacted third party booking to demand refund because they had said that our room and fees were covered under the amount paid already with no mention of a security deposit. They will not refund money until it is approved from Resorts World and now are saying that they cannot get in contact with Resorts via email. I feel that this is a very sneaky practice and we are being ripped off. Who charges a security deposit in the amount greater than the room rate? Our rooms before resort fees were $709.55/$844.65. Each room required an unannounced $804 security deposit and if we didnt have it, we couldnt get the rooms. And the time for cancellation had passed while we were still on the plane from ************. We had no intention of cancelling but we were left with no choice. We are now being charged $2179.42 without ever setting a foot in our rooms at the Hilton at Resorts World. If we do not get a response soon, we will be filing a complaint with the *** as we feel this practice violates not only us, as the consumer, but also the ******************* Act involving consumer protection. Waiting to contact attorney as well. 3rd party booking- Getaroom.com Reservation numbers- R4067672615/R4067680192 Complaint numbers- CN03557816/CN03557816

  Business Response

  Date: 04/05/2023

  Dear *************************,

  We have received your feedback and concerns regarding your reservation with us last month. We are so sorry to hear that the resort fees and the incidental deposits were not communicated to you by the third-party company that you booked with. An incidental deposit is a standard practice in hotels and casinos in Las Vegas strip as you are able to charge food and beverage as well as retail expenses back to your room. The deposit is to ensure that we have enough funds to cover any of these incidental charges. Resorts World Las Vegas is a cashless property and we are unable to make this exception as our Front Desk agents are not equipped to handle cash payments. There was no way for them to process this on your behalf.

  Regardless, we understand the inconvenience this might have caused you. Will you kindly share the confirmation number of your reservations or the full name that they were under. I am not able to locate these reservations using the confirmation numbers from Getaroom.com that you provided. We have a wholesale department that the third-party company can contact at any time and any day via phone call or via email and someone is always available to respond.
  
  We look forward to hearing from you and assisting you further.

  Warmest regards,

  Aislinn

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19899195
  
  I am rejecting this response because:additional information required.

  *******, your reservation has been prepaid and is fully guaranteed. 
  TRAVEL DETAILS 
  Las Vegas Hilton At Resorts World
  
  
  999 Resorts World Avenue Las Vegas , ** 89109
  
  Check-in: Thursday, Mar 30, 2023 
  
  Check-out: Tuesday, Apr 04, 2023 
  
  5 Nights 
  
  2 Adults 
  
  0 Children 
  
  Booking Ref. # CGT5RK 
  Booking Confirmation # R4067680192
  ROOM & GUEST DETAILS 
  
  Rooms (1) 
  Deluxe 2 Queen ***** ******** Accessible, Roll in Shower, City View 
  
  Guests (1) 
  ******************************* B 
  
  CHECK-IN DETAILS 
  
  Check-in Time: 
  4:00 PM
  
  Check-out Time: 
  11:00 AM
  
  The guest checking in will need a valid photo ID and a major credit card for incidentals. 
  
  Due to COVID-19 it is recommended that you review the local health and safety ordinances of your destination before you travel. As requirements and restrictions continue to change your travel may be impacted, as well as your ability to check-in to your reserved accommodation. Please consider checking the hotel chain global website or contacting the hotel directly prior to arrival for the most up-to-date information. 
  Manage Your Reservation
  CUSTOMER & PAYMENT DETAILS 
  *******************************
  *****************
  *******************
  ********************************;
  ************, ** 19136-1230
  
  Visa:**** 0014
  
  
  Mar 30 Thu **$168.93
  Mar 31 Fri **$168.93
  Apr 1 Sat US$168.93
  Apr 2 Sun **$168.93
  Apr 3 Mon **$168.93
  
  Subtotal **$844.65 
  Tax Recovery Charges & Service Fees (See Details Below) **$337.16 
  
  Amount PaidUS$1,181.81
  
  CC Disclaimer - This payment will be processed in ***************** and will appear on your statement as "cci*Hotel Res".
  
  THIS IS ONE OF THE CONFIRMATION EMAILS RECEIVED THE OTHER WAS FOR $997.61. Booking ref#***KJP

  Third party number  ** toll-free ****************

  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/06/2023

  Good morning *******,

  Thank you for providing additional information. I am able to locate 2 reservations and see that both reservations were refunded accordingly. The refund was issued to the third-party company that you booked these reservations with. You will need to follow-up with them as they will be the ones issuing the refund to you.

  We consider this matter closed and we have issued full refunds on both reservations. 

  Thank you,

  *******

• Initial Complaint

  Date:03/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation number: ******** Name: ************************* stayed at Crockfords Las Vegas for 1 night on Feb 26, 2023. The hotel had my member number during checkin but I didnt got any of the diamond benefits. I got charged for resort fee of $40 (plus tax), and didnt get the $50 dollar food credit either. I got over charged for $90+ to my credit card. I called the hotel and they say they have a so called new policy that I cannot enjoy diamond benefit while booking thru *************** and resort collection. Neither Hilton or Amex have informed me about this policy. In fact, I know lots of people who do get both benefits at their stays. This is true fraud on loyalty member and could be discrimination on customers who dont check their bill carefully.

  Business Response

  Date: 03/06/2023

  Dear ***********************,
  
  We have received your billing concerns regarding your recent stay and have mentioned about the resort fee, your My Way Food & Beverage credit, and other Hilton Honor Diamond Member benefits. Please be advised that resort fee is part of the reservation whether it is booked through *********** and Resorts or Hilton directly. The only exception is when booking a full point redemption stay. We apologize if there was any miscommunication with combining benefits. Although we cannot speak about other peoples reservations in other properties that you have mentioned, per agreement with Hilton, FHR Benefits cannot be combined with your Hilton Benefits. This is mentioned on Hilton Honors terms and conditions where they stated that reservations booked through wholesale (FHR/Expedia) is not an eligible stay.
  
  We understand that this might not be the answer that you are looking for but we hope that this does not deter you from coming back in the future.

  Warmest regards,

  Aislinn

   

  
  

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed in ********** LXR hotel (one of the Resort World Las Vegas hotel) last December *****, and I booked hotel through hilton app on December ***** and through **************** FHR for December ***** which I was charged $304.09 by ********** LXR hotel. I contacted hotel to get refund on January 4, but they charged me $304.09 again in February (02/24), and I called hotel several times, every manager gave me different answer, one said they are fixing their internal problem, they already refund me again, and another manager said they cannot see this charge, and ask me to contact **************** to dispute, after I dispute, the hotel provide the credit sale receipt (see supporting documents) which charged to my card without my authorization to ****************, it is really ridiculous and unacceptable to charge customer's credit card after two month without any notification.I contacted the hotel several times, but most of time, they said they did not see any charge, but how can the hotel provide the credit sale receipt to **************** when I file the dispute, and they are not willing to follow up refund, just ask me to find FHR to resolve, and as per FHR representative, the hotel is not allowed to charge customer's card directly even after two months, which means ********** LXR hotel violates the policy and Amex Travel does not see any refund from the hotel either. My only request is to get the refund, I really feel disappointed and upset about this mischarge happen and happen again.

  Business Response

  Date: 03/01/2023

  Dear ***************,

  Thank you for reaching out. I do apologize about the delay that you are experiencing. My apologies but I am not able to see the attachment that you sent. Please feel free to email us directly at ******************************************** Upon review, it looks like your card on file has been refunded $304.09 and $20.69 on 01/03/2023. Please see attached folio for reference. If you are unable to see this refund, please reach out to your bank institution to follow-up and provide the attached folio. This refund typically takes 7 to 10 business days but could be longer if international. 

  I hope this helps. 

   

  Sincerely,

  Aislinn

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19521138
  
  I am rejecting this response because:

  The attachment clearly showed you (Resorts World Las Vegas) charged me $304.09 again on 02/24/2023 and posted on my credit card on 02/25/2023, but now you said you cannot see the transaction on your side, please advise who charged me this amount?

  You do double charged and refunded me on 01/03/2023, but I am disputing you charged me again on 02/24/2023 for no reason and without my consent and authorization. I already called several times to your Crockfords manager, but every manager gave me different answer, one manager named *** could see notes on this transaction, so please do not lie to BBB and me that you cannot find this trancsaction on your side. Please be responsible to solve the problem as soon as possible.
  
  Sincerely,
  
  Tzu Mu Liao

  Business Response

  Date: 03/02/2023

  Dear ***************,

  We apologize for the misunderstanding but the notes that *** was speaking about was the one charged on January as the one you are referring to do not show  I have escalated your concern to our Head Cashier to further investigate. I was able to open the attachment you sent via BBB. I will email you back as soon as we hear back. Thank you for your patience.

  Sincerely,

  Aislinn
  
  
  

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have got the email response from the business management team, and they already refund the mischarge to me.

  Thank you for your help.
  
  Sincerely,
  
  Tzu Mu Liao

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, and thank you for taking the time to read my complaint, I wanted to please reach out regarding my recent experiences that resorts world. *** been invited guest by guest relations manager **** however, it seems like every time I come visit there seems to be an issue here at the property. Whether it be their staff harassing me when I have a late check out and forcing me to open the door while ** still changing to Bing locked in the elevator, writing it up and down multiple times with no access to my own room. So much so that *** had multiple managers how to ask ******** to my own room because only the master key works. Its not a pleasant experience having to come down to the lobby. Every time I try to go back to my room because my keys dont work and have to have a manager take me up. Im currently standing in line as this is the fourth time Ive had to switch my keys in a single day.

  Business Response

  Date: 11/28/2022

  Dear ***************************,

  Thank you for sending your feedback on your recent stay. We are truly disheartened to hear that your stay was not what you have expected. To further assist and investigate this matter, may you kindly provide the confirmation number of the reservation associated with this stay? 

  We look forward to hearing from you and assisting you further.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19th I purchase a hotel room for a group of friends/family traveling to *** Vegas through Snaptravel that was advertised by the hotel (according to the website/app I used, the prices/rooms are set by the hotel through a portal). The room was advertised as "1Kg/2Qn 2Bdr Ste Mobility/Hear Access Ri-Shwr,Vis Firealrm/Door/Phn Alrt-45Usd Resort Chrg,65Inch Hdtv-In-Rm Safe-Wifi Avl-Frig-3000Sqft - Double Room Only" and confirmed in my booking. I received a confirmation email with the same details of the room shortly after. I did not hear back from the hotel indicating any issues. I then called the hotel 2 months later to be sure that the room had a crib for our daughter only to be told that my room was a standard king room (the cheapest 400 square foot room offered) and I did not have a reservation for the room I purchased through. I reached out to ********** and they responded that the hotel indicated that it doesn't have such a room. I screenshotted them proof on the hotel website that the room exists AND a screenshot showing that the hotel is still listing the room on the app, but now for a much higher price. Despite this evidence, they said the hotel can't provide the room. This is a huge problem for my group as I booked a large room to fit multiple individuals, many who have already bought flights and show tickets for these dates and now if we want to get sufficient accommodation for everyone it will cost thousands more than we originally paid. This is a blatant bait and switch that I thankfully caught prior to flying out. However, with my trip coming up, our group is essentially forced to spend thousands of dollars more to get the accommodation we need.

  Business Response

  Date: 11/14/2022

  Dear Mr. ************************************* apologize for any miscommunication and discrepancy with your booking. Regrettably, we do not have control over how third-party companies like Snap Travel, advertise and sell these rooms. We also do not see the rates that you paid them. Please note that your existing reservation is not a standard room. You are currently booked for an Accessible One-Bedroom Suite (1 King) in ****** which is ***** sq. We see that the confirmation you received from them states 2 Bedroom Suite- Accessible- **** sq ft. You will need to reach out to them directly and dispute this discrepancy.

  They stated that the room type on your confirmation does not exist on property. This is untrue as ****** does have the 2 Bedroom Suite- Accessible- **** sq ft but it is not available for these dates. We hope that this helps. We will also be emailing Snap Travel and question the discrepancy. 

  Guest Relations
  Resorts World Las Vegas
  **** South Las Vegas Boulevard, Las Vegas, ** 89109

   rwlasvegas.com

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18399063
  
  I am rejecting this response because t business has made no attempt to resolve the issue. The hotel claims they are not responsible, but the travel company is. The travel company says the hotel is responsible for the error. No one wants to take responsibility and now my party is stuck booking multiple rooms at a far higher aggregate cost than our original booking (with multiple resort fees rather than a single). The travel company said they worked with the hotel to offer a 50% refund, essentially charging me (nearly $200/night) for the standard 400sq ft room I was supposedly booked (instead of the ****sq ft room I booked and received written confirmation for). This is more than double the current listed rate of the standard issue room ($85) on the hotel website, despite me also telling them I at least needed a room large enough for a family (that room is only $165/night on the website, still less than the "50% refund" rate they offered me). Given the colossus bait and switch and lack of accountability, I asked the travel company to see if they or the hotel can comp me the 1 king ******* suite (listed on the hotel website at $165/night, still less than 50% of what I paid) for my stay and they said they would "see what they can do" but I have yet to hear back. 

  I'd request a more detailed response so that we can achieve a resolution. I appreciate your assistance.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/22/2022

  Good afternoon Mr. ************************************** understand the frustration from your end especially you are getting the run around on this situation. Please understand that although we work with third-party companies, we do not control their website and the way they are advertising and selling their room inventory. This matter has been forwarded to our wholesale department to reach out to Snap Travel Directly which booked through *******, another third-party company. Please be advised that we are more than happy to serve as liaison between you and the third-party company but compensation, if to be issued, will be from the third-party company that you booked this with. We will have our wholesale team reach out to you.

  Thank you. 

• Initial Complaint

  Date:09/29/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Las Vegas Hilton at Resorts World charged a company card as well as the individuals (employee Iris "Shuh" Tan) card for the same one night stay and has yet to refund the individuals card (it was company responsibility to pay for the room). All supporting documents are attached (both company cc statement and Mrs. **** cc statement, both citing the same folio number).The second incident at this same hotel was an individual (***********************) noticed he was given two rooms when checking into the hotel via hotels app. When he went down to the lobby to notify the front desk, he was told there was nothing they could do, it was already past the deadline to cancel the reservation. If you view the group confirmation sheet, he is only confirmed for one room not two. I also called to notify the hotel that there was an error on their part by giving ***** two rooms. I was told that they would have maintenance or housekeeping look into it and make sure there was no one staying in the additional room. They did so, by popping into the room that ***** WAS occupying by just barging in. We have tried several attempts at making these matters right, but have yet to hear any resolve from Hilton, which is very discouraging as many of our sales force is part of the Hilton Rewards.

  Business Response

  Date: 09/29/2022

  Good afternoon ****************,
  
  I have received the BBB complaint and we will respond accordingly. *************************** has been refunded. He was refunded on 8/29/2022 $943.34 to his Master Card ending in ****. Please see attached folio.
  
  As far as Tans reservation goes, I can agree that his credit card was charged instead of the corporate card. The corporate card was never attached on the reservation therefore it was never charged in the first place. I looked through some of these reservations you provided below and the card ending in **** were charged at check-out. Since it was not attached on Tans reservation, it was never charged.
  
  If you would like us to issue a refund to Tan, we are able to do so. We can send you a credit card authorization form so we can apply the payment to the corporate card ending in ****. Please let me know and Ill be happy to set that up for you.
  
  Thank you for your patience. 

  Aislinn

  Customer Answer

  Date: 10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************