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Hilton Hotels Complaint - Advanced non-refundable rooms
Complaint
Beware when you purchase in advance and it's non-refundable. Hilton is VERY inflexible. The reason that I had to change was that we had a small dog that had to come with us on our vacation and I only realized that they didn't allow dogs until a few days after we booked.
The customer service representative was rude, and even said that she would be writing on our reservation to have security check to make sure we didn't bring the dog in. In addition, the representative wouldn't give me her last name or her supervisor's name. She said that she would connect me to his voicemail, but she hung up instead. I wasn't the most pleasant, but I thought I was the customer and potentially a future customer. I guess I was wrong...
The customer service representative was rude, and even said that she would be writing on our reservation to have security check to make sure we didn't bring the dog in. In addition, the representative wouldn't give me her last name or her supervisor's name. She said that she would connect me to his voicemail, but she hung up instead. I wasn't the most pleasant, but I thought I was the customer and potentially a future customer. I guess I was wrong...
Comments:
Posted by singsing on 2010-12-18:
Most of the hotels have these non-refundable, advance reservations deals. I always read the rules very carefully and have noted on every single one that they do not do refunds or changes. It's sad to find this out after the fact, but consider it a lesson learned for the future.
Posted by Ponie on 2010-12-18:
Although I've never traveled with a dog in my party, if I did I'm sure the first thing I'd ask when making an overnight accommodation is whether they accept pets. How did you find out they won't allow dogs? From the wording of your complaint, taking the dog was not an after thought.
It's not unusual to get only a first name when speaking to a hotel, motel, retail establishment, etc. What good would it have done to have the person's surname? Even if they had two employees with the same given name, what would be the chances that they both would be doing the same task?
It's not unusual to get only a first name when speaking to a hotel, motel, retail establishment, etc. What good would it have done to have the person's surname? Even if they had two employees with the same given name, what would be the chances that they both would be doing the same task?
Posted by singsing on 2010-12-18:
Ponie, we have traveled with a dog and it is recommended to first find pet friendly places, then make a reservation. They either list it on the web site, or, if not, then I call.
Posted by Ponie on 2010-12-18:
Exactly what I thought, sing. I wouldn't think of bringing a pet along on a trip. Heck! I have enough problems taking care of myself. :)
Posted by singsing on 2010-12-18:
This is a small pet, Ponie. You don't even notice he's there, except when you have to take him out in the rain! It's not easy, but way easier/cheaper than checking him into a kennel (and safer).
Posted by momsey on 2010-12-18:
When we've traveled with our dogs, we always make absolute sure the hotels take pets. And when making any kind of non refundable reservations for anything, we always make really sure that it's what we want.
This should be informative, not a complaint. Hilton did nothing wrong.
This should be informative, not a complaint. Hilton did nothing wrong.
Posted by unhappy999 on 2010-12-18:
The majority of hotels do not allow pets. It was your mistake about not asking about this before you booked. You also booked a non-refundable room. I know its enticing to save a few bucks but sometimes it is better to spend a little more and if you do need to cancel, you can and not lose your money.
Posted by Ytropious on 2010-12-18:
Why do you want her last name, so you can look up things about her? In customer service you NEVER give out a last name, especially to a customer who isn't thrilled with you. Would YOU give your last name out to an angry customer OP? I think not.
As for the actual complaint, did you know when you booked that the dog would be coming too? If so then why didn't you CHECK before buying the room?
As for the actual complaint, did you know when you booked that the dog would be coming too? If so then why didn't you CHECK before buying the room?
Posted by Ben There on 2010-12-18:
I can totally understand why anyone in the service industry would not want to give out his or her last name to customers. While the OP might have had the best intentions of collecting the last name to assist Hilton with customer service issues, there is always a chance other disgruntled customers might use the first and last name to find and harass the employee on Facebook or Twitter, or even find the employee's address and visit or mail them at home trying to resolve an issue.
Even the largest of companies should be able to pinpoint customer service issues with just first names, location, date and time, etc... That should be more than enough info for HR or a manager to find out who was working at the time of the incident.
Even the largest of companies should be able to pinpoint customer service issues with just first names, location, date and time, etc... That should be more than enough info for HR or a manager to find out who was working at the time of the incident.
Posted by punxnotdead80 on 2010-12-18:
Reading before clicky clicky is our friend.
Posted by PepperElf on 2010-12-18:
indeed. asking about pet policies first could have fixed that.
Posted by youaredumb on 2011-04-12:
if you are traveling with an animal it should be a priority of yours to see if they allow pets. Plus the hotel directly can do nothing with a prepaid net direct reservation that is booked through hilton corporate, the most hotel itself could not cancel with no charge even if they wanted to. read the rules and restrictions. In all your fault
Posted by trmn8r on 2011-04-12:
If I read your complaint correctly, you knowingly made a non-refundable reservation, and later remembered that you were travelling with a pet.
Then you called and tried to cancel the non-refundable reservation, When told that you couldn't, in your words you were not "very pleasant" and the CSR said she was making a note that security would double check to be sure you didn't bring the dog with you.
This all sounds consistent with my understanding of what happens when non-refundable, no pets, we're traveling with a pet, and we're staying at your hotel collide.
Then you called and tried to cancel the non-refundable reservation, When told that you couldn't, in your words you were not "very pleasant" and the CSR said she was making a note that security would double check to be sure you didn't bring the dog with you.
This all sounds consistent with my understanding of what happens when non-refundable, no pets, we're traveling with a pet, and we're staying at your hotel collide.
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