I tried to cancel my stay the day before my arrival on what I know is a busy week for them. Rather than try to rebook it, (which should have been easy as there is a lack of hotels available this week due to a large event in the area) they informed me that they are "required" to charge me the cancellation rate (one night). I stay at Hilton family hotels about 40x per year and there is always flexibility to adjust things due to changes in business traveller schedules - especially with loyal customers that consistently provide good revenue to them. I escalated to the General Manager, who apparently has no decision making powers, or is just plain greedy.
Yes I read and understood the cancellation policy, but as a business traveler and Diamond member, I expect more from the hotel chains that I am loyal to.
- Tooele Hampton Inn
