Gastnutzer
1. März 2024
I think I have finally had it with Hilton Hotels. I have been a Diamond member for many years and other than the whopping two bottles of water that we get per stay, there’s not much benefit in being a Diamond member anymore. I booked a room for my son who is coming down to visit at this hotel and checked in through my Hilton Honors app. My sons car broke down and was not going to make it at all for the weekend. I only had the room booked for one night. Once we confirmed he would not make it, I drove to the hotel and explained the situation. I was told there was nothing they can do since it was after the 24 hour cut off. I told them that I understood it was last minute, but that I, and no one, had entered the room and that hotels have done this before for me when my wife and I couldn’t reach our Hilton hotel destination while traveling. The young lady at the front desk could care less. I asked if the manager could do something. She went to the back office, threw the door open and came back a few minutes later to tell me there was nothing they could do. She then told me that I would be charged the full amount for the room, and that I could check out in the morning. I went out to the parking lot to call Hilton customer service. She put me on hold for a while, then told me that she would not reverse the hotel’s decision on the matter. This confirmed that the hotel made the decision and that it was not typical Hilton policy to NOT provide the exceptional customer service I am accustomed to in my dealings with Hilton. My company also almost exclusively uses Hilton for all our business travel, which is definitely going to change at this point. So much more I would like to say, and so much more colorful language I would like to use, but I think you can get the gist of dealing with this particular hotel. I would recommend you avoid this hotel at all costs. It’s not even the least expensive in the area. Homewood Suites down the road, if you are definitely a Hilton person, is the way to go. Avoid this hotel! Hilton, you need to make this right with me. Your two bottles of water to be a Diamond member is not worth this BS.
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