Sally K.

I did look for a way to contact Hilton Hotels directly but there was nothing on their website that I could find that would give me the opportunity to provide private feedback.

I made a reservation for a stay using the only phone number at the hotel site *******090 which appears to be a contracted company "Reservations.com." The phone tree was poor but I managed.

Then the conference was changed and I had to cancel... but, after going through the phone tree twice, the automated messages said no cancelling until a week before my intended stay. When I called back using the number from the confirmation, again for Reservations.com *******090, the phone tree took half the information then said it couldn't help and put me on hold for a person. The person couldn't find the reservation number (repeated multiple times) nor my information and told me to call the hotel directly and gave me a number *******281. I did so and went through the same problem of a phone system that couldn't handle a voice call, after giving it 3 data points it didn't understand the last one. (Frankly, it sounded like the same tree). The system put me on hold and finally I got a person. And the connection was filled with static and took some adjusting for me to understand her. She did say it was their system.

That person was able to cancel my reservation (after I gave all the information for the nth time. But clearly had to follow a script that included me listening to another sales pitch even though I already said I'm never attempting to stay at a Hilton again if I can help it. This is a Hilton problem, not an individual hotel problem. This is not hospitality. This is being processed meat.