Hilton Hotels Complaint - Complaint - Service received and way complaint handled
We booked a weekend in a hilton Hotel near the sea and were looking forward to getting out of the city. Upon arrival, the hotel was surrounded by police and we were passed on to different police at different entrances and were unable to get into the hotel. When (after about half an hour) the manager did condescend to come outside to talk to us (there was a political party conference and no rooms were booked) he told us that there had obviously been a mistake made as we were booked into the London hotel - not the one in Brighton that we had booked. Having travelled 60 miles, we were then faced with paying quite a lot more money (most hotels were fully booked) which we did and managed to secure a place. I then phoned the Hilton on 3 occasions and the people I spoke to were unable to help tell me whether I could have the difference in the price that I had paid for the room refunded (the manager had arranged for the room o be refunded). The telephone operative had obvously made a mistake when booking the wrong hotel. On arriving back my husband e-mailed the hotel in line with their procedure and received - absolutely no response whatsoever (this was 11 days ago). I also e-mailed them yesterday but we have still not received any response - let alone an apology or an offer to refund the money that we were forced to pay. The whole episode was a nightmare and this was through no fault of ours. Not only did the telephone operative make a mistake but the hilton has refused to take any responsibility by contacting us to try to put things right. we have stayed at the hilton on many occasions and even got married there. we would now recommend to anyone staying in a hotel - make sure you have your booking number with you when you check in, phone the day before (as hotels like the hilton obvously don't care if they haven't got a bed for you when you arrive - so best to find out in advance if they have made a mistake) and if you are staying at he hilton, and wish to phone them - be prepared to run up lengthy phone bills and receive zero satifaction for your efforts. Unfortunately that has been our experience.