Originally Posted by
Schwann
If you want to call international Hilton properties the best way is to use the US toll free number and ask them to transfer your call.
Both agents I encountered told me that I have to contact the hotel directly. My understanding was the same as yours as they always do it for you in the past. As both said the sam thing, I thought Hilton has a change of policy of some sort until the last agent said she would put the requests through to the hotel. That’s why I said all the agony could have been easily avoided if the first two agents had done what the last agent did.
Originally Posted by
smmrfld
Can you summarize this into one or two brief paragraphs? Way, way too long to decipher.
smmrfld, thank you for your reply. I’m not sure how to summarize it without losing the details. Here is my attempt. I made a reservation with Hilton with a cancellation policy that says free to cancel before Sept 1, 2023. I needed to change the dates of my booking. The app wouldn’t let me. Called Hilton call center for help but the agents would not even help me to put the request through to the hotel and told me to contact the hotel myself directly.
The hotel had a faulty phone system which takes forever to run through the recorded messages in order to reach the reception. The hotel reception staff was also not interested to listen to my asking to be transferred to reservation directly as their phone system is faulty. The calls along cost me $90 and my reservation is still not changed.
I had to cancel and rebook all my flights, change travel insurance and rebook another hotel as I’m not able to make a simple change of date on this hotel reservation.
Called call center again to put in a couple requests and found out that all these could have been easily avoided as the agent could simply put the requests through for me.
I brought this issue to their Facebook page and was offered 10,000 points for the money, time and agony caused by the first two agents. When I told them it doesn’t seem to be a fair offer, the agent responded seemed happy to push this issue to the hotel. I was advised they have opened a case with the hotel and that they will contact me. Considering the extreme difficulty I had in communicating with the hotel, I’m already stressed and do not see how this is going to help.
i’m asking folks’ views on if 10,000 points is a fair offer or if anyone had been put through similar agony for needing to make a simple date change on a reservation.
I hope this helps.