I had a very disappointing experience with Hilton's customer service. Due to a family emergency, I wasn’t able to travel, so I called the hotel in advance to cancel my reservation. I kindly asked if I could at least receive a voucher or points for a future stay, given the circumstances. I was told my request was noted, but later, I got an email saying that because the cancellation was processed afterward, I wasn’t eligible for anything.
This feels unfair, as I did everything right by notifying them in advance. I expected better flexibility and understanding from a brand like Hilton. Definitely reconsidering my future stays if this is how they handle genuine emergencies.