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Hilton hotels Complaint - The so called customer service advance reservation department
Complaint
POST FALLS, IDAHO -- A few weeks ago weeks ago I made a reservation with hiltons double tree hotel in dana point ca., to visit our daughter and new grand daughter for the Christmas holidays. unfortunately, we were notified by our daughter that she has a family issue with her signifcate other and will be in boston for the holidays. I called the advance reservation department and spoke with a representative who informed me that this was a pre=paid non refundable reservation. I informed her that I was a retired hotel general manager and was fully aware of the rules and regulations but it would seem to me that due to the situation, one could bend the rules and issue a refund. the only thing they could do would be to make another reservatin at any hotel and then they could refund my money, less the one night stay and a $50 change fee. she then said she would transfer this informatin to her supervisor and we would hear from this person with in 24 hours. it has nlw been one week and nothing has happened. the key word here is customer service, which obviously is not with this company. when I went to school it was known as HOSPITALTIY, and you reslove the complaint to the customers satisfaction.
Comments:
Posted by onlooker on 2011-11-29:
I am sorry, but your satisfaction would be to negate the warnings, notices, confirmations that note no refund, non refundable etc all during the process. And some if not all your money back. It is frustrating, especially as having been in the industry you know how easy it is to make the change.
You now have a reservation at another property - it is not what you want, but it seems to be all that they are willing to do. I do hope you get to see your grandchild soon. You could gift the rooms to your daughter while in boston??
You now have a reservation at another property - it is not what you want, but it seems to be all that they are willing to do. I do hope you get to see your grandchild soon. You could gift the rooms to your daughter while in boston??
Posted by At Your Service on 2011-11-30:
I have to agree that if they reserved the room for those nights, they also have forgone any ability to rent the room to others. It seems reasonable that they would require a deposit and make it non-refundable.
Posted by olie on 2011-11-30:
It makes a difference "how" you made this reservation. Did you place a long-distance call directly to the hotel's front desk? If so, you should be able to get a good amount of satisfaction.
Did you make an 800-number call to the Hilton Double Tree general reservation site? You might get something.
Did you book through the Hilton Double Tree website? Again, you might get some satisfaction.
Did you use a third-party booking site, like Hotwire or Travelocity or Hotels.com? If so, you're at the mercy of the booking site's cancellation policy.
As we've read often here, you might be extremely disappointed.
Did you make an 800-number call to the Hilton Double Tree general reservation site? You might get something.
Did you book through the Hilton Double Tree website? Again, you might get some satisfaction.
Did you use a third-party booking site, like Hotwire or Travelocity or Hotels.com? If so, you're at the mercy of the booking site's cancellation policy.
As we've read often here, you might be extremely disappointed.
Posted by azspots on 2011-11-30:
The prepaid rooms are less expensive than the rooms that permit changes/cancellations. It is VERY plainly stated on their website.
Sorry, but you gambled and it didn't work out this time for you.
Sorry, but you gambled and it didn't work out this time for you.
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