Hilton Booking - Mis sold booking

yung87

Hello I really hope someone can help me. I recently made a booking reservation with Hilton Hotel using part Tesco club card vouchers. I had to do this over the phone as using tesco club card vouchers. The adviser who was taking my booking asked what city in the UK I would like to stay and I replied Bristol. She gave me the details of the hotel and asked if I would like to go ahead, I asked her to confirm that the hotel was in the city centre of Bristol and she replied yes it is. I went ahead with the booking.

She reminded me that the booking was non refundable and non amendable and I said that was fine as long as the hotel is in the city centre and she replied yes. My stay is now 2 weeks away and have found out the hotel is 10 miles from the city centre! They have advised they are not able to change it and if I was to amend or cancel they will charge my credit card.

They don't seem to want to answer my repeated question that as its not my fault why can't amend to another hotel in Bristol City Centre. I still want to stay in a hotel on that weekend just in the centre of bristol.

Please does anyone have any advice?

Thank you

Caz3121

yung87 wrote: »

The adviser who was taking my booking asked what city in the UK I would like to stay and I replied Bristol. She gave me the details of the hotel and asked if I would like to go ahead, I asked her to confirm that the hotel was in the city centre of Bristol and she replied yes it is. I went ahead with the booking.

She reminded me that the booking was non refundable and non amendable and I said that was fine as long as the hotel is in the city centre and she replied yes.

have you asked them to listen to the call recording since the location seems to have been one of your key requirements and you booked on the basis of the information you were given?
for future it is always best to check the hotel details such as facilities, reviews etc before committing to a non-refundable rate. I imagine you would have been equally upset had you booked a city centre location to then find that the reviews were all awful and you could not cancel/change.
In this case I would have gone on the Hilton website, checked out the available hotels for my dates, checked out the reviews etc then called and asked for it to be booked. Hotels even within the same 'family' can vary significantly

Alan_Bowen

The problem you have is the only 'real' Hilton hotel in Bristol is out by the motorway, miles from where you want to be. The other hotels are Hampton by Hilton and the Garden Inn by Hilton which are indeed in the city centre but not sold as pure Hilton hotels. Did you check before booking to find out the name of the hotel that you wanted or just asked for the Hilton hotel in Bristol, which is what has been booked?

In many cases large hotel chains use call centres that are not in the UK and although they should have been able to check locations, I would always recommend a buyer finding out exactly where a hotel is before agreeing to a non refundable room. The problem is that unless there is a recording of the booking it is a case of "I said, he said" and technically you have booked the only hotel known as the Bristol Hilton. Go back and ask for a copy of the recording but that may take time to find, if they record the calls but it is I think your best, if not only, hope.