A trip ruined by incompetence and dishonesty
Dec 30, 2024 Josh E Philadelphia, Mississippi
There is a bit of a story here. I had initially booked a single room for a convention I was attending, but my sister ended up wanting to come. I went to the reservation online and added another room for her. However, when I did so I received a new confirmation number via email and I was worried. I figured there would just be a single… Read more
There is a bit of a story here. I had initially booked a single room for a convention I was attending, but my sister ended up wanting to come. I went to the reservation online and added another room for her. However, when I did so I received a new confirmation number via email and I was worried. I figured there would just be a single reservation/confirmation number. I called Hilton to ask them about it and made it clear I just wanted a single reservation with two rooms. No problem. The person on the phone changed the reservation, and assured me it was the only reservation and I was all set. This was in March of 2024, for a reservation in December of 2024. Since I'd called and confirmed exactly what I wanted and was assured that I had what I wanted I felt pretty confident I was good to go. Fast forward nine months later and I'm checking into the hotel and the person checking me in says that I have THREE rooms. That's obviously wrong, and the Hotel even thought as much. The said that they had called me earlier in the week to let me know they thought this was an error and let me cancel the room. However, I never received this call. I was told that because I had not canceled the room in the 72 hour time frame I would lose the deposit if I canceled the third room. I was pretty unhappy and the person went and got the manager. Essentially the manager reiterated that they had called me and left a message because they thought it was in error. After showing them my phone where I had neither a call or a voicemail - the manager could not care less. They just kept saying it was my fault and I would be charged. Since there was nothing I could do, I just canceled the room and took the loss. Later as I was trying to figure this out I remembered what had happened and opened a case with Hilton with the additional information that I HAD called before their 72 hour time limit - you know 9 months earlier. Unfortunately this ultimately ended up in the same manager's hands, and they responded to the email saying that I should have caught this mistake by comparing the confirmation numbers in the emails they sent. So, basically they screwed up, KNEW they screwed up, lied about trying to contact me, and left me with the bill. But because I didn't catch THEIR mistake, I have to pay. I'm not sure if the manager is extremely dishonest, or if they are just really incompetent, but either way I'll never stay at a Hilton again. Unfortunately, we've normalized theft by large corporations as just the 'cost of doing business'; if I had stolen several hundred dollars from them I'd be in jail. Let this be a warning if you are staying here and they screw up your reservation - you will be the one who pays. Read less
