Hilton Worldwide has apologised after an agent spent three days trying to cancel a New Year booking for a hotel in York.
Kieran Robinson’s parents and two of their friends had booked a one-night stay on January 1 at the Hilton Hotel Tower Road, York, but decided to cancel after seeing reports of widespread flooding in the city.
One of the rooms had been booked with Booking.com, which allowed a cancellation free of charge immediately. However, the other booking had been made direct with the hotel.
Kieran, who is operations executive at Imagine Cruising UK, said: "High five to Booking.com. A call was made, the booking was cancelled free of charge within two minutes, followed by an email confirmation.
"As for the booking made direct, it has been a nightmare! I called the hotel directly three times and was told everything will be fine by New Year’s Day, despite admitting the area was wet and bars on the river bank were flooded.
"I called central reservations and was twice told they were unable to override the hotel’s decision. Then I took to Twitter and was told the same.
"After some strong words and three days after the initial phone call, I finally got the booking cancelled free of charge.
"It just goes to show that booking a hotel directly isn’t always the best thing. Booking with a third party is the best way. Never again will I advise any of my family to book directly."
A spokesman for Hilton apologised and said hotel staff are continuing to operate under ‘difficult circumstances’.
He said: "The hotel continues to operate as normal in what is a very challenging situation in York.
"Any guests that have a reservation and are unable to stay due to the flooding should contact 01904 648111."
