I want to start with an apology as our goal is to have every guest have a stay that is comfortable, enjoyable and filled with the Spirit of Hospitality that Hilton is known for worldwide. Thank you again for your honest feedback as we do want to get better.

Dear James, I want to start with an apology as our goal is to have every guest have a stay that is comfortable, enjoyable and filled with the Spirit of Hospitality that Hilton is known for worldwide. We wish that we could turn back time so that we could have addressed the issues that you mentioned in the moment as the impression that you left with is certainly not one we would have wanted you to leave with. However, we do value your feedback so that we can address those areas in which we fall short. Your concerns have been shared with our team to address them so that we do not have future occurrences. As a way to Make it Right I have taken the liberty of purchasing Hilton Honors points which will be credited into your account for you to use at your discretion. Sincerely,