Lesli sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
This is the email I sent to your support team. Could you please follow-up with me directly.
I attempted to book a reservation with your reservation agents on both 10/17 and 10/18, as well as resolve several on-going issues with my account. After 2 hours and 3 agents on 10/18, I booked a reservation: #87142080 with your agent and submitted 2 claims for 2 rooms based on your Best Price Guarantee. The agent assured me after walking me through the process that I would receive the price match confirmation within 24 hours.
24 hours passed and I contacted the hotel directly and spoke with the manager who confirmed my reservation and told me to contact Guest Assistance to find out what was delaying the price match. I called Guest Assistance and was told there was nothing they could do to check as the system is automated. That I would hear within 24 to 48 hours. When I asked what to do if after 48 hours I still had not heard, he said basically there is nothing to be done.
On 10/18/16, I could have hung up the phone with your reservation agent and made the booking directly on Expedia, Booking.com, CheapTickets, and numerous other sites that displayed the same rate of $150.00 per night. (Please refer to the screenshots attached.) I didn’t hang up because the agent persuaded me not to. He actually looked up the websites that I found the rooms and rate on and confirmed that he was seeing the same rate as I was. He did try to slip me up by booking a room that did not match the online rooms, when I caught him on it, I asked him to make the change, after telling me it didn’t matter, he finally changed the rooms to match. I also confirmed with the hotel front desk manager, Marcus Allen, that I was booked in the rooms as stated on the attached screenshots.
I really wish that I had not listened to the agent and booked through anyone of the websites offering the price that Hilton itself was offering not 24 hours earlier: $150.00. I didn’t even know that there was a 25% discount on the Price Match, your agent told me as he so diligently tried to keep me from hanging up and booking elsewhere. I want to further point out the fraudulent activity by your agent as he did not even make the reservation for the price listed on your website! Which of course I did not find out until I received the booking email confirmation. Is this Hilton’s policy or did he do this all on his own? I wish I had taken a screenshot of your website as well as Expedia’s.
I sent a message from your website requesting a status prior to calling Guest Services last evening. Another ‘no response’. I would appreciate an expedited response to this email and an apology would be nice too.
I do not like feeling aggravated before a business trip or stressed for absolutely no good reason. I look forward to hearing from you and having this matter resolved as assured by your representative and Hilton website.