Worst experience ever before it even starts!

Worst experience ever before it even starts!

We are loyal H-honors Gold members for years & Our vacation is this coming summer.

we booked our room with our free nights and points, (obviously because regular money rates are super high) then due to unclear instructions from Hilton agent about max occupancy policies at the time of reservation we were required to book an additional room for our kids which we eventually did.

We also CLEARLY communicated our early flight arrival and need of early check in and we were told our early check in request will be granted for a fee and we accepted that.

Later i received an email to find they misunderstood us and gave us wrong information ...and that we have to pay an additional night for both rooms for such an early check in (which they already knew!)

Sorry for the inconvenience is all they could say!

Many back and forth international costly calls and they would NOT carry their own misunderstanding and offer any make up or solutions...

Lastly communicated H-Honors for 2.5 hours chat and they couldn t help either saying hotel has to settle that!

Obviously their current rates available now are ridiculously high and now we re stuck with trying to find another cheaper nearby hotel & messing around overnight with a lot of luggage and 2 sleepy kids!

Totally not Hilton standard of care and big SHAME on Hilton name!