Hi - I needed some advice on how to have my complaint reach the corporate level or some other department at a higher level.

I booked the following:

1) Three night stay at a hotel in Turkey on Points

2) The fourth night was a standard purchase.


Yesterday, I had both reservations open and I was updating the fourth night purchase to be an Advance Purchase, I was going through the process, but when it completed on the Hilton site, it updated the three night point stay to Advance Purchase.

I called Hilton, they transferred me around, then sent me to the Advance Purchase department, who said they will send a file to the hotel in Turkey to cancel so I can re-book. They saw my situation too, that I had 90K points on the reservation and then it changed yesterday. I had called them immediately once this happened.


I received an e-mail from the hotel revenue manager blatantly refused to refund and cancel. They said that is their policy. I spoke to their Revenue Manager who took up to their Director and they just threw their advance purchase policy on me. I asked them can you change the advance purchase to one night and refund me the rest so this can be corrected, they refused that as well.

I feel so frustrated that this is the type of experience i have had to encounter. It is not like an advance purchase I made weeks ago that I want to cancel. This problem happened on their site where when updating one reservation on final completion it retrieved and updated the other.

It was a simple mistake that I was hoping would be easily corrected. Except the way the hotel is treating me in this manner I feel like being strong armed into giving them money.

I called Guest Relation with the same file number, they requested the hotel again to accommodate this refund and Hilton said they cannot override them.

I told them the Hotel won't do it, just to escalate the issue at Guest Relation so they are aware that this was such poor customer service from the property and that this will dissuade me from choosing Hilton in the future.

I was wondering if anyone here can recommend some feedback/advice on what else I can do so that at least Hilton corporate is aware of this kind of customer service from this hotel.

Thanks!