Review of Anaheim Hilton & Towers Hotel

3 years ago

Hilton "HONORS" Who?!?!

Hilton "HONORS" Who?!?!

I am planning to visit Anaheim next month and attempted to book a room through Central reservations which I learned is located in the Philippines. The gentleman I spoke with searched the dates and told me the rate that my friend received was no longer available which was fine. I accepted the quoted rate and searched again during the call. As he was finishing up the reservation, I inquired about price matching as the website says. He confirmed that they are able to. I provided the site and the amount quoted. The gentleman attempted to search and returned reporting that the rate could not be located. I searched again and he placed the call on a lengthy hold. Upon returning, he advised that the help desk was able to locate the rate however, he could not which prevents him from honoring it. I inquired how this was my problem if THEIR help desk verified the site and amount I saw but, because he could not my request would be denied. The gentleman had no response but instead retreated to what must be a part of a script asking me to keep checking and call back. I'm explaining to him that I have checked MULTIPLE times during the call, reminded him that the help desk HE CONTACTED viewed it but he is refusing to honor it. Due to the time (1am EST). I decided to end the call and follow up with the property or at least an onshore representative. I spoke with Jeanette who kindly advised me that the rate had increased even more. I explained what happened and asked whether the call could be retrieved. I was advised that they would not be able to access the call which really concerned me. Again NO SERVICE!! Was she polite, sure, Did she answer my questions, sure. Was she able to speak English fluently, sure. However, it's disheartening enough that criminals are collecting our information directly from the property's system or "wired" guest rooms but, you guys have us hand sensitive information (credit card numbers, address, date of birth) directly to developing/third world countries and then report that you CANNOT retrieve a call??!! Something is terribly wrong.

After an enjoyable stay in Oahu last year; we decided to give Hilton another try. I am sad to say that I am regretting this decision even before my arrival. I am being placed on the Lanai deck and upon viewing the pictures and reviews it seems less than desirable. Of course there are options but, at the time I OPTED to stay at a Hilton. Especially since the last experience in Hawaii was DIVINE. I mean even small business owners appreciate brand loyalty and will show their appreciation. Hilton Honor points mean NOTHING when Hilton does not honor me as a GUEST let alone a person. The points are issued as kickbacks from partnering companies. Hilton isn't giving or losing anything.