Description

Upon a google search of "Hilton" along with the specific hotel location that I wanted, a local phone number came up. I called the local phone number & "Thank you for calling reservations" etc. After selecting "new reservation" I was put on the line with an agent who intentionally represented themselves as Hilton hotels. I made my reservation believing I was booking through the actual Hilton. I specifically stated I would only make the reservation if the hotel has a hot tub which was promised. The day before check in, I called the Hotel to request early check in and asked if the pool and hot tub were accessible before the room was ready. The front desk agent stated the hot tub was broken. I requested to cancel my reservation (more than 24 hrs prior to check in) and was advised I booked through a third party & she is unable to modify my reservation. She was able to give me the company name of Hotel Planner. After searching for my itinerary # H******** I called to cancel and was told my reservation was non refundable however, they would put in a request & I would receive an e-mail of the cancellation. I called 3x that day and never received the e-mail. Day of check in I receive a text from the Hilton stating they were looking forward to my arrival. I called Hilton Corporate and was advised of my rights and was told to contact Hotel Planner again and let them know that Hilton Corp stated they NEED to contact the front desk. Called HP again & spoke with French. After French contacted Lou at the front desk, who canceled the reservation. Per French I would be refunded the full amount of $474.46. After several calls within the weeks to follow, I finally received an e-mail stating I would not be refunded. BEWARE. THEY WILL PRETEND TO BE "CENTRAL RESERVATIONS" at whichever location you are looking to book and when you ask them "Are you Hilton?" or "Do you work for _" they will hang up on you and call you back to say " Do you want to make your reservation" Thankfully I have everything documented and recorded and fully intend on taking this to Hilton Corporate. Maybe then they will stop stealing from people and impersonating huge franchises.