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Sheena would not even come out of her office to speak with me! She told her representative to tell me I could not get a refund! As a Hilton Diamond member I would think that Sheena, the manager, would speak to me about the one night credit scenario. Once the manager, Sheena, arrived on Monday, I went to the desk to speak with the manager to get the credit for my first night that was changed by the airline cancellation.

What was the deal? This was not posted on their website like other hotels which posted which amenities were available due to COVID-19. I had just stayed at a Hilton that had their bar and restaurant open. I then learned that certain amenities were not available and the restaurant and bar was closed. I have never experienced a time when a Hilton property did not credit me due to travel changes! I arrived at the hotel and the room assigned to me had mold in the shower! I requested a new room. I have been staying with Hilton for well over 10 years for business and pleasure and have had many delays or cancellations over the years. I was told that they could not change my arrival date by phone or through Hilton Customer Service because I completed digital check-in (which makes NO sense to me). I called the hotel while at the airport and they said that once I arrived, the manager would credit me for the first night. However, when my departing flight to North Carolina was cancelled, unfortunately, I had to fly the next day. This hotel seemed great online when I was researching hotels. Once the manager, Sheena, arrived on Monday, I went to the desk to speak with the manager to get the credit for my first night that was changed by the airline. I arrived at the hotel and the room assigned to me had mold in the shower! I requested a new room. I have never experienced a time when a Hilton property did not credit me due to travel changes!