My wife and I booked a one-night stay at LondonHouse Chicago using a Hilton Free Night Certificate for a layover on May 13. It was a carefully chosen location for walking access to our plans in the area.
However, the reservation was mistakenly processed using points instead of the certificate. We only noticed later when we saw the points had been deducted from our account.
I contacted customer service, and they acknowledged the error. After multiple transfers and speaking with supervisors, they told me the only option was to cancel and rebook. They claimed the room would reappear instantly after cancellation due to real-time inventory.
We followed their instructions, but the room was no longer available afterward.
Now they are offering a nearby Hampton Inn instead using the certificate, but that is not comparable to what we originally booked, especially since the issue was caused by their mistake. I have also requested a supervisor callback and was told it should happen within 24 hours.
Has anyone actually received a callback within that timeframe, or experienced something similar with Hilton support?
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