Complaint Review: Hilton Garden Inn

Although I had booked a room at the Hilton Garden Inn, I was unable to use my reservation due to a family emergency. I called the hotel directly to cancel. The general manager, Peter, was very comforting and told me not to worry about the reservation and assured me I would not be charged.

When I was charged the full price of the room, I contacted Peter and asked him to review the charges. He advised me that he had made a mistake, and that the room was non-refundable.

I asked him to remove the charge based upon his earlier promise, and he indicated that he would give me a credit if he could... but that I would need to call Hilton Corporate Guest Relations. I contacted them 15 times, and reached 15 different "Guest Relations Specialists." All of these specialists advised that they could not do anything to help refund my money.

I have written e-mails and letters, and I have not received any response. What a horrible way to treat customers, and I will never stay at a Hilton again. I would advise others stay away from Hilton properties also, as they certainly have no customer appreciation or accountability for statements made by their employees.

Kaylee
Winston-Salem, North Carolina
U.S.A.