Awful customer service

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saHernandez298's review of Hilton London Kensington Hotel

★★☆☆☆

“Awful customer service”

Written on: 18/01/2016 by saHernandez298 (1 review written)

First I tried to book. They offered a winter deal to members but I was not able to get it online dos some reason so I phoned Hilton that advised that I could not get the deal but I could pay the full price. I explained that the same price of the deal was offered to everybody through trivago and not just to members but they said that could not match the price. So I had to hang up and book through trivago and got even a better price than that offered to Mbrs...so I though that they are not very serious...I booked anyway...then I realised that needed to extend the booking for one day:same story. At the hotel they proposed an absurd price for an extra day. Had to book through trivago again....the funny bit is that when the extra day arrived, my guests were kicked out of the room for non payment of the extra day. I had provided my card details. The receptionist explained that they cannot use my card....they are not allowed....but they could on the first booking, so why they cannot on the second one?? I offered to pay by phone: they are not allowed to take payments by phone. How ridiculous is that? The solution proposed is that I went to the hotel to pay...yeah, it is round the corner...why not? This is a five star hotel....in the end I convinced the receptionist to send me a form so that I could pay by email. She said that was going to send it straight away but after 3 hours still nothing. So I tried to phone them but no one ever picked up the phone. When finally someone answered, they hanged up on me. Thank you! In the meantime my guests could not access their room. What a fantastic experience they are having. Thank you Hilton!

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