Why this happens? Neither HILTON nor Priceline want to solve a simple problem..... New York Hilton Midtown Information: Hi Ercole, Unfortunately we are not able to change your reservation. You will have to work with Priceline to make the appropriate changes. If you have any further questions, please call 212.586.7000. Thank you. - New York Hilton Midtown PRICELINE.COM information You have been connected to Chris. Chris: Hi, Ercole. Thanks for choosing to chat with us today, how may I help you? Ercole Novello: Hi Chris. I am trying to solve a problem on last two weeks. I have the confirmation number 3514161900 with New York Hilton Midtown. Ercole Novello: And I have a health problem. My doctor told to not travel until April 30th. I am trying to change the hotel reservation dates. Ercole Novello: I could change everything but neither Priceline nor New York Hilton Midtown are trying to help me. Chris: Im sorry to hear that. I can certainly review your reservation, to determine how I can assist you. Please give a moment while I check that for you. Ercole Novello: When I spoke with Priceline, you told me New York Hilton Midtown was the only one able to change the dates. Then I begun to talk with New York Hilton Midtown and they are telling me only you, Priceline, are able to change it. Ercole Novello: How could I solve this endless loop? Chris: Thank you for your patience. I just reviewed your reservation and the option to modify or change the dates is not available. We have already contacted the hotel and they are not willing to make any changes or refunds. Ercole Novello: So neither Priceline or New York Hilton Midtown want to change it? Is that ok? Chris: I know that this is an important matter to you. However, prior to purchase, you were asked to review your reservation, including the terms associated with cancellations or changes. Chris: I wish there is something else I can offer to make you feel better; however, the reservation is restricted and I am not able to change nor cancel it. Ercole Novello: What is the contact person on New York Hilton Midtown? It seems there are two different departments: one speaking with you and other speaking with me. Chris: Your hotels contact information is (212) 586-7000. Chris: Thank you for understanding and I really appreciate your time. Are there any questions that I can answer you today? Ercole Novello: This is a general number. Is this the way Priceline work with Hilton Hotels? Chris: There are no other contact information on your confirmed hotel aside from this Ercole. Chris: If it would help, I can send you the copy of your terms for you to review. Ercole Novello: Send this for me. Chris: I will email you that information now. I have your address as [email protected]. Is this correct? Ercole Novello: Yes. Ercole Novello: The point is, if I travel it will be risky. I could travel not respecting doctors recommendation. It will be the last time I will do anything with Hilton and Priceline. It is completely ridiculous the way this is being done by you and Hilton Hotels. Chris: The email has been sent, and you will receive it momentarily. Ercole Novello: This is correct? Reservation is guaranteed for arrival on the confirmed check-in date only. If you do not check-in on the first day of your reservation and you do not alert the hotel in advance, the remaining portion of your reservation will be canceled and you will not be entitled to a refund. Ercole Novello: I am alerting the hotel in advance in the last 3 weeks... Ercole Novello: I alerted Priceline and New York Hilton Midtown a lot of times by e-mail, chat, phone. Chris: I understand, but still your reservation remains non-refundable. Ercole Novello: Could you read what is written? Chris: Yes, I can read. And it does not say that you will get a refund if you alert us or the hotel in advance. Ercole Novello: What will happen if I alert? God will come to earth? Chris: Ercole, there are no other options I can offer that would result in a different outcome for your issue. I’d like to thank you for chatting with us today.
Posted on: Mon, 17 Mar 2014 17:12:36 +0000
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