Hilton Hotel Washington Dulles - reservation mix up with Hotels.com - poor service experience

Hilton Hotel Washington Dulles - reservation mix up with Hotels.com - poor service experience

From:

Hilton Hotel's rude treatment after being booked through Hotels.com

Do not use Hotels.com to book a room at the Hilton! I booked a reservation for a non-smoking room with King sized bed at the Washington Dulles Hilton Hotel through Hotels.com for Sunday December 28. When I arrived, I was told that my reservation was for Saturday December 27 and that I was a "no show."

I was told that there were plenty of rooms available but a room would cost me a lot more tonight than what I had paid for last night. As Hilton employees came & went at the front desk, several times I was referred to as "the no show from last night." It seems that there was a pretty good story going on about me before I showed up.

They were not helpful, concerned or courteous. So I called Hotels.com's customer service phone number and was told that they had booked my room at the Hilton for December 28 and that they would fax the room reservation to the Hilton. When the fax was received the people at the Hilton front desk weren't the least bit apologetic about the mix-up.

When I was assigned a room, I asked if it was a non-smoking with a King sized bed; the woman at the desk said that I could either have a non-smoking room with two double beds or a smoking room with a king sized bed, but I couldn't have both. (Suddenly there was a room shortage!) She said that Hotels.com did not request the bed size or room type, even though I requested them when I made my reservation. None of the people at the front desk were pleasant or helpul about the situation; they made me feel like I was a second class citizen because I booked my hotel room through Hotels.com.

Not only that, when I checked out, they did not want to give me a receipt. When I checked in they had swiped my credit card, so when I checked out, I wanted a receipt to be sure I hadn't been charged for anything. I am a Hilton Honors member, but I don't get the impression that the Hilton honors it's members!

Nancy Rohr

# 33 December 30, 2003

Read today's next posted complaint