Had a real poor customer service experience with NSDM recently. Airline cancelled my flight two hours past the 24 hour cancellation window on a points booking with no options to get me there anytime soon. I immediately called the hotel, explained and asked for some level of flexibility. Got straight up told, not our problem, that's what your airline compensation is for (no it isn't).

I wouldn't mind claiming off my travel insurance had it of been money, but points aren't covered. Called Hilton corporate who spoke to the hotel and they still refused to budge. Eventually corporate just covered the cost so I wouldn't lose out, maybe because I'm diamond?

Whilst I appreciate rules are in place, the hotel's response was really poor and straight up rude at best. Their lack of care or flexibility in a stressful last minute change will make sure I just take my business elsewhere.

When I did get to the NL, however, I ended up at the Hilton Rotterdam which was awesome, except for a lack of lifts!