Staff tried bait and switched, then refused refund
Posted Sep 19, 2016
I booked this room through Expedia. This was for me and my daughter - we were looking for two beds. Paid for a king size bed and sofabed.
Got to the hotel, and the front desk was very pleasant about checking us in.
Got to the room, and there was this dinky little full-sized bed, and no sofabed.
Called down to the front desk, and told him he must have checked us into the wrong room.
Front desk tells me that that was the last room available, but he could bring up a cot.
Called Expedia. They had me on hold for 20 minutes while they spoke with the front desk. When they came back on the phone with me, they said Hilton would not refund me because I had checked in, but that Expedia would help move me to another hotel. Then I was hung up on while being transferred to another rep who could assist me further.
Called down to the front desk. Chewed him out for not refunding the room, and told him he needed to help find an appropriate room in the area. He called me back in two minutes, told me he had spoken with three other hotels, this was the only room available in the area.
Was able to get Expedia back on the line. They told me they found an appropriate room at a nearby Marriott, made the arrangements, and we switched hotels.
I have never been dissed by the Hilton chain before. But you'd think that the front desk could have told me the problem with the room at check in, and offered a voucher for a future visit. Nada.
At least Expedia took care of us....
Comment from Hotel Management
Sep 22, 2016 by Scott - General Manager, Hotel Management
Thank you for visiting us and for sharing your concerns. I am sorry to hear that your visit did not go as planned. We certainly try to accommodate requests for room changes whenever possible. Unfortunately, there are occasions where our occupancy level does not permit us to adjust the room assignment. I am sorry that this was the case for you.