Has anyone had any problems with the staff at this hotel? I am getting incredibly frustrated with this hotel and the level of service from Hilton generally.

I was booked to stay here (advance purchase rate) in December 2021 but could not travel due to a member of our party contracting Covid. I am a Gold member and reached out to Hilton to see if there was anything they could do. They stated no refund etc which I was disappointed about. I understand that advanced purchases are non- refundable but on a few occasions pre-Covid, I needed to cancel some stays in London, they had no problems refunding the stays even though these were advanced purchases and therefore technically non-refundable.

I decided that I could pursue a refund via my travel insurance but to do this I would need a copy of the receipt from the hotel (payment was made directly to the hotel via a link after booking and I was informed by Hilton customer services that this was usual practice for some hotels) and a confirmation from the hotel that we did not check in. Everytime I speak to Hilton customer services they transfer me directly to the hotel, who then insist on communicating on whatsapp. I asked the hotel to provide a no-show confirmation and a copy of the receipt- what I received was a rant stating that the positive Covid result I had shown them was not valid (NHS result) and that they would not be refunding me. Again stated that I am not looking for a refund, just a no-show confirmation and a copy of the receipt. A few days later, I still had not heard back from them so messaged them again on whatsapp asking when I would receive an email confirming no show and copy of the receipt so I could apply to my travel insurance. I got a response to say that I would need to email them AGAIN to ask for this. Asked them why my previous email had not been actioned and why I would need to email them again only to be blocked by them on whatsapp.

I then sent screenshots of the whatsapp conversation to Hilton Guest Assistance and asked them is this acceptable behaviour from one of their hotels and that all I need is a no show confirmation and a copy of the receipt. I received a response from Guest Assistance which basically said you are not entitled to a refund and did not address the other issues.

I feel like I banging my head against brick wall with this hotel and Hilton Guest Assistance. How many different ways can I explain I don't need a refund, I just need a receipt and confirmation that I did not check in.

I think saga has shown me that my Hilton gold status does not hold any value with Hilton and once I cash out the 1 million plus points I am sitting on, I am transferring my loyalty to another brand that hopefully will cause me less of a headache.