I am extremely disappointed with my experience at Hilton. After landing, I realized I had lost my wallet and was then refused check-in because the hotel required a deposit—even though my room had already been fully paid for. I spoke with two managers, Joy and Carl, who showed no willingness to understand the situation. I explained that I have been a Hilton Honors member for several years, but they dismissed this and repeatedly told me it “meant nothing” because I had booked through a third party.
To make matters worse, when I requested a cancellation—given that they were unable to honor a reservation I had already paid for—they refused. They insisted that Expedia had to send a written email explaining that my wallet was lost, even though Expedia had already called the hotel twice. Joy still refused to proceed without an email, stating that this was “policy.”