Hilton Hotels SUCK!!! Stay FAR FAR AWAY from any of their chains!!!

[aphex]

Back in September 2005, we booked a room (directly through Hilton.com) for 4 nights in June 2006 at a Hilton chain in California (i'll leave the exact location out for the moment because were still deaing with them at the moment.)

Following our reservation, we recieved an email confirmation with the dates of our stay, the hotel name, location, confirmation #, etc...

Tonight we call the hilton to find out about possibly arriving a day later than our original reservation was for. Much to our surprize, our reservation is nowhere to be found. They said not only had it NOT been cancelled, but it NEVER existed. Strange, we called back in April just to confirm and they repeated it back to us over the phone exactly as it said in the e-mail, even the price.

After being transferred around from person to person (both at the hotel itself, and the 1800 line), we are given two options. Either we 1) stay somewhere else because they have no rooms available at that price or 2) pay literally TWICE the price per night we reserved the room at.

How the HELL can this be right? When speaking to them, they seem to have no concept that we HAVE a reservation. They just keep saying, 'We can't pull it up, sorry, there is nothing we can do." When i point out i have the confirmation e-mail in front of me and I would be happy to either e-mail it or FAX it, they say sorry, if its not in our system, blah blah blah....

The 1-800 number is useless as they just keep repeating, sorry, we have no authority to do anything here.

WTF...!!! Stay FAR FAR FAR AWAY from Hilton. Good thing we called now and not just showed up after flying 3,000 miles to find this out.

*** CLIFF NOTES *** (for those who can't read)
1. Make reservation in Sept. 2005 for July 2006 at Hilton.com
2. Recieved confirmation e-mail
3. Called to confirm in April, everything ok and confirmed
4. Called today and was told reservation did not exist.
5. They refuse to honor the reservation we have and gave us two options; 1) stay somewhere else or 2) pay 2x the price for the same room

 

[wedi42]

i bet she swallows too

this was funny before your edit.
damn you!

 

[deftron]

What happened when you entered the confirmation number on the website ?

 

[aphex]

Originally posted by: deftron
What happened when you entered the confirmation number on the website ?

Please correct the following errors:
Please enter a valid confirmation number.

 

[deftron]

Originally posted by: aphex

Originally posted by: deftron
What happened when you entered the confirmation number on the website ?

Please correct the following errors:
Please enter a valid confirmation number.

There you go.

That's why it doesn't work for them

I always check through the system shortly after making it.


BTW ... worked at a hotel once.
Rarely, if ever, does a reservation get lost.

You might have made it at a different hotel (Holiday Inn, Radisson, etc..) and didn't realize .

 

[artikk]

So, basically you want us not use the hilton hotels when making a decision to stay in a hotel because your experience, out of many others happened to be probably a lot worse than the latter.
That is rational.
Thanks.

 

[BillGates]

You suck at the Hilton.

 

[Sukhoi]

I presume you've tried this, but have you gotten transfered up past the powerless peons at the 800 number?

 

[Whoozyerdaddy]

Always print the confirmations so you have something to fax them and they don't think they have a kook on the other end of the line.

 

[aphex]

Ok people, lets try some reading comprehension here...

1. I HAVE the printed out confirmation e-mail in front of me. They are refusing to even let me fax it to them because they say if its not in their system, there is nothing they can do.

2. I called to confirm in April, and the reservation was there and CONFIRMED by the associate at the hotel on the phone.

And yes, i've asked for Manager after Manager on the 1800 line, no one seems willing to do ANYTHING to help us out here.

 

[preslove]

Did you aske to speak to their supervisor?

 

[aphex]

Originally posted by: preslove
Did you aske to speak to their supervisor?

yes, at the 1800 line. The manager at the hotel itself always seems to be "out", and we have left 2 messages with them already.

 

[Cal166]

Dude, you do you suck at hilton.com. What you should had signed an account with hiltons.com and make the reservations that way you will have a record of it where ever you go and plus you earn points towards FREE future stays.

 

[Lola]

i HATE hilton hotels and refuse to stay at any of the Hilton properties. I am sorry you had this sh!tty experience with them... i have my fair share of crap with them too

 

[daniel1113]

I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

 

[aphex]

Originally posted by: Cal166
Dude, you do you suck at hilton.com. What you should had signed an account with hiltons.com and make the reservations that way you will have a record of it where ever you go and plus you earn points towards FREE future stays.

idiot, i HAVE a record of our reservation. Why would having an account do anything different? They obviously lost it anyway.

If i had an account, it would reference the same confirmation number, the number that now no longer exists.

 

[JS80]

1 person 1 mistake and we all have to stay away from hilton hotels? yea sure bud.

 

[aphex]

Originally posted by: daniel1113
I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

Please, easily avoided? Explain to me exactly what i did wrong here. I am curious.

 

[aphex]

Originally posted by: JS80
1 person 1 mistake and we all have to stay away from hilton hotels? yea sure bud.

god, so many idiots out tonight.

Im pissed that they have no customer service skills at ALL and are flat out refusing to honor my reservation.

What i am saying it is this a mistake they can FIX, but are refusing to. And yes, i am being curtious on the phone. I am venting here.

 

[daniel1113]

Originally posted by: aphex

Originally posted by: daniel1113
I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

Please, easily avoided? Explain to me exactly what i did wrong here. I am curious.

You booked a reservation in September and checked it for the first time today? Calling two months ago could have easily solved this problem. I'm not saying that their actions are justified, as you received pretty crappy service. However, I wouldn't turn people away from Hilton hotels simply because you had one bad experience at one of their smaller chains. It would help to know which chain this was at, btw.

 

[aphex]

Originally posted by: daniel1113

Originally posted by: aphex

Originally posted by: daniel1113
I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

Please, easily avoided? Explain to me exactly what i did wrong here. I am curious.

You booked a reservation in September and checked it for the first time today? Calling two months ago could have easily solved this problem. I'm not saying that their actions are justified, as you received pretty crappy service. However, I wouldn't turn people away from Hilton hotels simply because you had one bad experience at one of their smaller chains. It would help to know which chain this was at, btw.

OH MY LORD MAN, READ MY OP AGAIN!

Tonight we call the hilton to find out about possibly arriving a day later than our original reservation was for. Much to our surprize, our reservation is nowhere to be found. They said not only had it NOT been cancelled, but it NEVER existed. Strange, we called back in April just to confirm and they repeated it back to us over the phone exactly as it said in the e-mail, even the price.

 

[BigJ]

Originally posted by: daniel1113

Originally posted by: aphex

Originally posted by: daniel1113
I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

Please, easily avoided? Explain to me exactly what i did wrong here. I am curious.

You booked a reservation in September and checked it for the first time today? Calling two months ago could have easily solved this problem. I'm not saying that their actions are justified, as you received pretty crappy service. However, I wouldn't turn people away from Hilton hotels simply because you had one bad experience at one of their smaller chains. It would help to know which chain this was at, btw.

He said he called and confirmed in April.

 

[daniel1113]

Well, that just sucks, then. I would still be interested in knowing which Hilton chain this was at, though, as there is a considerable difference in service between each of them.

 

[SVT Cobra]

Killing them with kindness works in this situation. This has happened to me a couple of times (not over the itnernet though, phone reservations) at the Ritz etc. Just be as kind but as persistant as possible. No matter what they say even if you have to repeat yourself, and it has alwas worked for me, and I get the room for the price I was going to pay if not cheaper.

Something along the lines of:

"But sir, surely you cannot have lost my reservations, I have the confirmation in front of me that I will gladly fax to you immediately. Surely there is no way you lost my reservations at such a grand place as this. My confirmation is on front of me, I have the reservations. There is no way such a hotel as the Hilton lost my reservations. When I have booked my company here for conferences at other Hiltons they have never lost my reservations, so I cannot understand why it would happen now. I will be happy to wait and will be very patiant for you to clear this simple mistake up as I am sure that someone as important as you to this big hotel can get this done for me."

Good Luck.

EDIT: Repeat over and over, even if you sound like a confused old lady they will fix it. Ask them to get someone that does has authority and if they cannot offer that, then keep repeating yourself with kindness.

 

[The Batt?sai]

Originally posted by: BigJ

Originally posted by: daniel1113

Originally posted by: aphex

Originally posted by: daniel1113
I refuse to stop using Hilton hotels (or any product/store) simpy because one person had a bad experience that could have been easily avoided. Plus, I am currently building a new $300 million Hilton in Baltimore and can tell you first hand that it is one of the best run hotels I have ever seen.

Please, easily avoided? Explain to me exactly what i did wrong here. I am curious.

You booked a reservation in September and checked it for the first time today? Calling two months ago could have easily solved this problem. I'm not saying that their actions are justified, as you received pretty crappy service. However, I wouldn't turn people away from Hilton hotels simply because you had one bad experience at one of their smaller chains. It would help to know which chain this was at, btw.

He said he called and confirmed in April.

some people like daniel1113 don't read the entire thread lol