Prepaid reservation not honored / family put on street
VIENNA, VIRGINIA -- 6 months ago, I booked a room for 2 nights at a Hilton Garden Inn. I got a good rate which had to be prepaid at the time. The only room type offered to me ( I have a screen shot of this) was 2 queen beds. The reservation was not cancellable or refundable. It was a confirmed, paid reservation.
6 months later I show up with my spouse and 2 kids, exhausted, 375 miles from home. They have no 2 queen bed room for me. The manager says they 'allowed several guests to extend their stay" They have only king rooms which they cannot rent to a family of 4 because of fire codes. They say that my room type is not guaranteed. I am out of luck, and they want me to simply leave.
I ask for two king rooms to honor my confirmed reservation. Sure, I can have two rooms I am told, but I have to pay for two rooms. I told them that was not acceptable. I ask to be accommodated at another Hilton in the area. Answer, no. They would do nothing for me despite numerous pleas. All they did was call a nearby Marriott to see if rooms were available. I asked for a refund, and they said it would have to be done from corporate office and take 3-5 days. I got a letter from the manager confirming that.
DH and I had to get back in the car, dangerously exhausted, drive around lost some more, and pay $40 more per night for a room at the Marriott. ( so I paid twice for two nights) There was no fridge or microwave, and the shuttle to the metro didn't work with our schedule, causing us even more expense.When we got home from our trip, I called Hilton customer service and was told that never should have happened. An overbooked guest is provided with a free room that they arrange the first night, the difference in price the second night, and transportation to the hotel as a minimum way of making it up to you.
I was told the manager of the hotel I stayed at would contact me to work out my problem. 4 days later I got an e-mail from them stating they would refund my original payment- something that they said they would do 11 days previously! I do not have that refund yet- promised to me 4/12.I emailed a letter to the CS person I spoke with last Thursday telling her how unhappy I was with their 'resolution' with no reply. I called her twice and emailed again- again 0 response. I did get through to another so called customer service specialist who did not resolve the issue, and told me I have no other recourse. This Hilton operates like a fly-by-night scam operation, without integrity or decency. The Hilton customer service operation is a joke.I think they all hide under their desks when the phone rings there. Updated- yes, I did receive a credit for my reservation 3 weeks after it was promised to me, only because I called and complained persistently. It was obvious they intended to keep my money. I am still seeking minimally compensation for all the additional expenses I incurred due to this incident.