Unprofessional Guest Services at Hilton Amsterdam

Company: Ashraf Gouda
Address : 511 Al Ahram Street, Giza Square, Cairo, 12511, Egypt
URL: www.atec.net.eg

Mr. Ashraf Gouda reservation at the Hilton Amsterdam & Hilton Amsterdam Unprofessional Guest Service

Ashraf Gouda
Hilton H Honors
HH# 860249082
Current Tier: Silver VIP
Earnings Style: Points and Variable Miles As of Jul 03, 2008:
Point Balance: 17,692
Last Stay Date: May 03, 2008
Last Stay Hotel: Makkah Hilton


1. I made an on line reservation on the 25th of August 2008 at the Hilton Amsterdam Apollolaan 138 - 1077 BG Amsterdam - The Netherlands using my credit card and reserved a fully flexible rate room during the period starting September 9th 2008 for 4 nights. Reservation number 3315632056. No mentioning to any cancellation fees policy during his reservation time on line.
2. Had to cancel this online reservation on August 28th 2008 due to sudden change in my business plan schedule. I cancelled my reservation directly with the Hilton Amsterdam communicating with Ms. Marieke de Wolf - Individuals Reservation responsible, who explained to me as the booking was during International Broadcasting Conference that there will be a 1 night deposit to be taken from the card which was non refundable because of cancellation.
3. I emailed Micah - HiltonNet@hiltonres.com Internet Coordinator -Hilton Internet Contact Center, Hilton Reservations and Customer Care with my complaint that no mentioning to any cancellation fees was mentioned during my reservation time on line and nothing should be applied to a fully flexible rate. The Hiltoners confirmed that their records indicate that confirmation number 3315632056 has already been canceled.
4. I was surprised to find out that an amount of Euros 540 has been deducted from my credit card by the billing department at the Hilton Amsterdam on August 25th 2008 as a penalty for 1 night cancellation fees stating that this is the cancellation policy during that time which is totally unacceptable as my reservation was based on fully flexible rate and was cancelled ample time in advance with no mentioning to any cancellation policy on line during reservation time.
5. The email received from Marieke de Wolf, Individual reservation responsible at the Hilton Amsterdam as an answer for my complaint stated the following: "After discussing this matter with management and checking with our Hilton customer service, we concluded not to refund the deposit confirming the booking conditions for this booking.
6. I asked for full reimbursement of the charged fees done by Hilton Amsterdam billing department on August 25th 2008 as cancellation policies do not apply to fully flexible reservations, and nothing was mentioned during my online reservation.
7. Unfortunately the answer I received from Raya Kostova Reservation Supervisor at the Hilton Amsterdam was "Further to the past reservation of Mr. Ashraf Gouda in our hotel, let us advise you that the booking was made for an extraordinary demand period in the city of Amsterdam. That is why strict and clear conditions for all reservations during this period between 10-15 September have been set. A non refundable deposit in case of cancellation was applied to all bookings in our hotel during this conference called IBC (International Broadcast). Also, this policy is actually common for all hotels in the city. And this was the reason why Mr. Gouda was charged as per our policy. We hope that the above explains the situation and we would like to take the opportunity to apologize for any inconvenience caused.


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