I'm in such a panic. This is a long story, but I just have to vent.
I made a reservation in May through the Hilton Web site for Homewood Suites in Kissimmee. I received an e-mail confirmation back. I just called today to reconfirm my reservation and extend my trip by one day. When I called the Hilton reservations site I was told my reservation didn't exist and that there wasn't a Homewood Suites in Kissimmee. I couldn't believe it! She kept asking me questions, checking whatever, and putting me on hold. In the end, because she didn't know what to tell me I guess, she transferred me without telling me and an answering system told me to call back during normal business hours. I was so angry I was shaking. I only have two weeks before my trip and she's telling me my reservation doesn't exist. I promptly called Hilton back and asked to speak with a manager. Lillian, the Hilton rep, offered to help me instead. She took my reservation number again and, like the first agent, told me that my reservation didn't exist and there wasn't a Homewood Suites in Kissimmee. I assured her that I made the reservation through the Hilton site and that as of May when I booked my reservation there was a Homewood Suites in Kissimmee. She went back and forth asking me questions and putting me on hold, all the while my blood pressure was rising. I insisted on speaking with a manager, but I was told there wasn't one to speak to, only supervisors who don't speak with customers. She finally asked me to look on my confirmation e-mail and tell her what the phone number for the Homewood Suites was. When I gave it to her, she called the number and told me the phone number was for the Palms Hotel and Villas in Kissimmee. They had my reservation. This is really where I flipped. How could I have a reservation at a place I've never heard of and get this reservation by going through the Hilton Web site? She didn't know. She didn't care. She told me to deal with the Palms and there was nothing she could do for me. When I brought up that Hilton must have sold Homewood Suites to this Palms Hotel, she speculated that it was possible. She still couldn't help me though, she told me. It wasn't Hilton's responsibility to tell customers if they sell a property. It's the responsibility of the new management. When I again asked to speak with a manager or be given a complaint number for Hilton she obliged. When I called the number, however, it was bogus. I then called Palms Hotel and Villas. They confirmed to me that as of last month they went from a Homewood Suites by Hilton to the Palms Hotel and Villas. When I complained about not being notified of the change, the Palms rep said they received a letter from Hilton stating that they would handle it. Now, what do I do? I wanted to stay at a Hilton. I am a Hilton Honors member. I've been trying to accrue points for a free stay. Do I cancel my reservations at the Palms Hotel? I don't know anything about the place. The only upside is that they're honoring the original Homewood Suites rate I received in May ($71.10/night for a family of five). Or, do I cancel my reservations at the Palms and try to book another Homewood Suites in the area? I'm not going to get the great price I got in May. Plus, the way I've been treated I'm considering boycotting Hiltons altogether. I only have two weeks before I go on vacation. What should I do? Where should I stay?
I made a reservation in May through the Hilton Web site for Homewood Suites in Kissimmee. I received an e-mail confirmation back. I just called today to reconfirm my reservation and extend my trip by one day. When I called the Hilton reservations site I was told my reservation didn't exist and that there wasn't a Homewood Suites in Kissimmee. I couldn't believe it! She kept asking me questions, checking whatever, and putting me on hold. In the end, because she didn't know what to tell me I guess, she transferred me without telling me and an answering system told me to call back during normal business hours. I was so angry I was shaking. I only have two weeks before my trip and she's telling me my reservation doesn't exist. I promptly called Hilton back and asked to speak with a manager. Lillian, the Hilton rep, offered to help me instead. She took my reservation number again and, like the first agent, told me that my reservation didn't exist and there wasn't a Homewood Suites in Kissimmee. I assured her that I made the reservation through the Hilton site and that as of May when I booked my reservation there was a Homewood Suites in Kissimmee. She went back and forth asking me questions and putting me on hold, all the while my blood pressure was rising. I insisted on speaking with a manager, but I was told there wasn't one to speak to, only supervisors who don't speak with customers. She finally asked me to look on my confirmation e-mail and tell her what the phone number for the Homewood Suites was. When I gave it to her, she called the number and told me the phone number was for the Palms Hotel and Villas in Kissimmee. They had my reservation. This is really where I flipped. How could I have a reservation at a place I've never heard of and get this reservation by going through the Hilton Web site? She didn't know. She didn't care. She told me to deal with the Palms and there was nothing she could do for me. When I brought up that Hilton must have sold Homewood Suites to this Palms Hotel, she speculated that it was possible. She still couldn't help me though, she told me. It wasn't Hilton's responsibility to tell customers if they sell a property. It's the responsibility of the new management. When I again asked to speak with a manager or be given a complaint number for Hilton she obliged. When I called the number, however, it was bogus. I then called Palms Hotel and Villas. They confirmed to me that as of last month they went from a Homewood Suites by Hilton to the Palms Hotel and Villas. When I complained about not being notified of the change, the Palms rep said they received a letter from Hilton stating that they would handle it. Now, what do I do? I wanted to stay at a Hilton. I am a Hilton Honors member. I've been trying to accrue points for a free stay. Do I cancel my reservations at the Palms Hotel? I don't know anything about the place. The only upside is that they're honoring the original Homewood Suites rate I received in May ($71.10/night for a family of five). Or, do I cancel my reservations at the Palms and try to book another Homewood Suites in the area? I'm not going to get the great price I got in May. Plus, the way I've been treated I'm considering boycotting Hiltons altogether. I only have two weeks before I go on vacation. What should I do? Where should I stay?
