Hilton Hotels Complaint - Do Not Use Any Hilton Hotels
We had confirmed reservations for a suite at Hilton Homewood Suites in Lake Buena Vista, Florida. We are leaving in NINE days. Approximately 5 days ago, my husband went online to confirm our reservation and the website stated that they were taking reservations for May 8th! We immediately called Hilton to inquire about this and were told that yes, sorry the hotel would not be open in time. We received NO notification of this and our plans were made in JANUARY. Had my husband not checked himself we would have arrived at Disney World and had no where to stay on one of the busiest weeks. We were asked to call customer service in the morning. My husband did that and with a flippant sorry, they suggested that we either stay at one of their other hotels (that she happily told us would be much cheaper) but it was one of their economy hotels and just happened to be one hour away from Disney or stay at their embassy suites hotel in two rooms, not a suite for TWICE the amount that we were originally going to pay. We asked for comparable reservations elsewhere and were told we would have to wait 72 hours to get an answer.
Well, the 72 hours and more have passed and we still have no where to stay. Our phone calls and emails have been ignored or we are sent to another department and told they will fix it. This will be my daughters first trip to Disney and I fear we will not be able to go. We haven't been able to find any other arrangements at other hotels. All are booked. Please do not use ANY Hilton Hotels. They customer service is deplorable, the employees don't care and eventually they just stop answering correspondence. We are sickened at the thought that there are other vacationers out there who reserved rooms at this Hilton and will arrive at their destination only to find out that they have no where to stay. We were completely ignored when asked if they were going to notify others about the unopened hotel.
We have since filed a complaint with the Better Business Bureau and found out that Hilton has a rating of F with the BBB. if we would have known this ahead of time we would have never used them. Please don't make the same mistake we did!