Hilton Hotel
Criminal Deposit of Entire Week/Change of Hilton Property

A reservation was booked for an employee for a Hilton Property in the UK. This was booked through a phone call with a Hilton agent. The property selected was based on location in relation to London and Corporate Headquarters. The reservation for this property is 7 nights.

Corporate Headquarters was notified of the hotel property and they said that the hotel property was on a train line that was difficult to get to the office and would take an hour instead of 40 minuets.

A Hilton property was researched on the correct train line and with a similar rate and availability for the same dates.

Hilton customer service was contacted and you would think it was as simple as providing the new property and changing properties. I spoke with 3 different customer service reps because it was International booking (easy to book in the US and difficult to change an International booking). Apparently, the booking had the entire stay as the deposit. This amount is over $1000 for 7 nights. I have also submitted an email.

I travel on a weekly basis mostly across the US and have never been in this situation where a hotel property would not adjust the location. I would understand a night’s deposit for ransom. However, Hilton is happy to take an entire week stay of more than $1, 000 USD as a deposit. WOW! Seems criminal. All that I am asking is to move to another Hilton property still giving Hilton the business and income.

I am a Gold Hilton Honors member and have several conferences coming up that are located at Hilton properties for the rest of 2010. As you can imagine, I am not very interested at this point to stay at a Hilton property with this type of customer service.

A mistake was made, I have learned from this mistake and all I am asking is to move to another Hilton property that will provide their customer with quicker and easier access to corporate headquarters during the stay in England.

They will not budge. I have spent over an hour on this issue that should have been a 5 minute maximum phone conversation.

At this point, Hilton will not be getting business from either of my two businesses that are worldwide.

P.S. Did I mention that my last stay was in a Hilton Hotel in Puerto Rico at a Waldorf Astoria property. I got food poisoning at a restaurant located on the property. I went to the desk and as a Gold Honor member they just said, 'Ah, that is too bad'. They did not compensate me for any meals, discount on my stay. Nothing, nada. :(I am not going for 3 times a charm.

Company: Hilton Hotel
Country: United Kingdom
Region: England
City: Olympia Kensington

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