Hilton Honors Worldwide - Advanced Purchase

Mar 14, 2022

Stephanie Matz-of Atlanta, US

I booked with Hilton for a recent stay for work. I am a Hilton honors member and when I travel for work I try and always book with Hilton. I recently booked a stay at the Hilton double tree. When checking my reservation I realized I made a mistake and booked it for 2 nights instead of 1 night. Simple error on my end. I called to change the reservation and first sat on hold for almost 15 min to be told that I have to speak with the advanced purchase department since the reservation was already paid for. I sat on hold for another 15 min to basically be told that nothing can be done and I will have to eat the cost of the 2nd night. OH by the way the hotel is cheaper now than when I booked it earlier in the month. I booked it THROUGH your website under my hilton honors account. How can this be? I understand if I book it through a 3rd party not being able to change the reservation but this is ridiculous. I wasn't even asking for a refund I wanted a Hilton credit or even points because I know I will book next month. This is the worst customer service I have seen. The agent on the phone was rude. I will make sure I provide negative feedback on all my social media accounts. I won't be using Hilton again.