Room booked and paid for in advance not available
Posted Jun 23, 2015
We booked and paid for our room 5 months in advance. The fee was non refundable. The reason we elected to stay at the Hilton was the room we booked had a sea view. We arrived at 11.00 in the morning to be told our room was not yet ready. That was fine as book in was not to 2.00. When we returned at 2.00 we were told the room we booked would not be available until the next day. Yet their website guarantees to hold the booked room to midnight. We were simply told that nothing could be done. Not good enough. We asked to speak to the manager who was standing at reception but did not think to get involved until we asked for that involvement. Again not good enough. Then we were told if we waited for a few hours they would see what they could do. Not good enough. We were shown a room with a partial sea view, admittedly which cost more than the room we booked and paid for 5 months before, which we had to take. Not block out curtains when there is only 2 hours of darkness per day at that time of year. Not good enough. The entire experience at the Hilton ruined our time in Finland. Given that we booked though Expedia and had the experience where the Hilton website says a room booking is guaranteed until midnight when quite clearly it is not, I think that this should be taken up with the Hilton.