Hilton Hotels Complaint - Hilton Customer Service Reps not empowered to do simpliest task - Hotel cancelation due to weather

Hotel cancelation due to weather - Complaint

Review by Queen of the Road on 2011-02-03

After calling in this evening to cancel my hotel room in Temple, TX I was told that since the supervisor was not available they were unable to keep my credit card from being charged the 1 night fee due to my after hours cancellation. I know this might come as a shock to all the phone agents in India, but there is a little bit of weather going on in the US this week. I travel every week for my job, staying at least two nights a week in a hotel. Mostly I favor Marriott, but thought I would start "spreading the love". BIG Mistake. Further the representative told me if I wanted to clear this up I would have to call back tomorrow. How about Hilton empower their reps to do the simpliest task ??