Background: I frequently travel for work and I am a Hilton Diamond member. I have never had a problem with Hilton until now. A few months ago I booked a Hotel suite with points at the beach for my family vacation. Our trip is next week and we leave in a few days.

Yesterday while I was at the airport I received an email saying my reservation was cancelled. I didn't have time to address it then but after my flight landed I called during my layover to find out what happened.

After spending an hour speaking to Hilton on the phone I learned the credit card I had on file was declined so they cancelled my reservation. I lost my credit card and had it replaced a couple months ago. At no point did the hotel make any attempt to contact me for a new card to put on file. They just immediately cancelled.

During the cancellation time, the room I had booked was taken by someone else and nothing else with a suite was available. Hilton rebooked me for a standard room but point redemption rates have increased significantly and due to family dynamics a suite was much preferred. I begrudgingly accepted since I didn't want to scramble for a new room only a few days before leaving.

I called the hotel (which is a lower tier brand) and spoke to the GM asking how they were going to resolve the matter. They were completely unempathetic and said that it was not our problem and they would be doing nothing to compensate me or otherwise. I told them that this was horrible customer service and the GM was very quick to say that she would be happy to cancel my reservation and I can stay somewhere else.

I have never had a customer experience like this with Hilton before. It honestly feels like this specific property doesn't want anyone staying at their property with points.

I am tempted to move over to Marriott for all my future travel but wanted to see if there was a better approach to take with corporate or some other avenue.