A LoyaltyLobby reader sent us an interesting case where Hilton’s Twitter customer service had booked a stay at the wrong Hilton Garden Inn (US instead of Australia).
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Reader’s Message:
Hi, I am a AMEX Asipre card holder, and I have made a reservation using Hilton Night Certificate via Hilton Honors Twitter in March 2023.
What I asked to book is Garden Inn, Albany, West Australia. But the customer service Book the Garden Inn, Albany in US for me …
I only found that when I trying to checkin the hotel in West Australia, and they told me that there are no such booking. And unfortunately, the hotel was full booking that night, and I have to find another hotel that night.
Although the twitter cs able to cancel the wrong reservation for me, but they refuse to extend the expiration of the night certificate (originally expire on 3rd Jul 2023) for 3 months to half year. The cs only offer to extend the expiration for 2 weeks according to the TnC.
Because I wont have another trip before Octpber 2023,it’s really difficult for me to use the night certificate, and it’s not my fault not using the night certificate before the expiration date, would you please advice am I eligible for any compensation for the fault the Hilton Twitters cs have done ?
Thank you so much for your help.
We often hear cases where someone ends up in the wrong Sydney (Canada instead of Australia) or Oakland versus Auckland. However, this is the first time I have encountered someone who booked the wrong Albany (Australia versus the US).
Although it was not the reader’s fault that the Hilton booked them at the wrong Hilton Garden Inn, we are all responsible for checking reservation confirmations.
I have sometimes thought to have booked something but have failed the press the last confirm button (I just did this last week). I only figure it out when the reservation confirmation email doesn’t arrive.
Conclusion.
Folks – always check the confirmation emails you receive from the hotels and airlines, especially if you have not booked online.
More than once, I have come across agents with absolutely no idea about the geography. I am sure that most of Hilton’s Twitter customer support agents book Hilton Garden Inns, Albany, for stays in the US and not Western Australia.
Perhaps the reader could squeeze in another trip or staycation over the northern summer months to not let the certificate go to waste.