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DoubleTree by Hilton Hotel London - Kensington Questions & Answers

Ranked #477 of 1,072 Hotels in London
Hangzhou, China

I just met same issue like itaca722017. I booked Hilton Tokyo Bay for two nights under 'AP DINNER 1ST NIGHT'. Well, it's for 7/2-7/4. However, when I tried to print out the reservation in Hilton website. The reservation can't be opened. So I turned to email confirmation which definitely mentioned ' AP DINNER 1ST NIGHT' but the guest info is wrong, only show 1 adult, it should be 2 adults + a 2 years old when I made the reservation. So I need to confirm what is include in AP DINNER 1ST NIGHT to avoid exactly what happened to itaca722017. I googled the package and saw itaca722017's comments which really concerns me. So I contacted online support twice and managed to confirm the 'AP DINNER 1ST NIGHT' covers breakfasts and 1st night dinner. However, there is no solution to make my reservation right. So I submitted a support case. Hilton should be a world famous brand, however, it managed to make customers to be careful of what you've order. Best practice would be screenshot everything it says when you made the reservation. Otherwise, your holiday maybe ends up ruined. I am sorry to hear what happened to itaca722017 and regret to book Hilton. Unfortunately, I can't cancel the reservation since it's advanced purchase, lol, so I better to be equiped with a lawyer in order to have a nice holiday. Is there anyway this can bring attention of Hilton headquarter managers? After all this is Hilton Tokyo Bay's issue : )

4 months ago Answer

2 answers

Poole, United Kingdom
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Hi Benjamin. It's worth head office being told I guess but whether they care enough to do anything is another matter. The more people that expose these issues within the chain, the better. Go public if you haven't already on the TripAdvisor site. You aren't the only person to have contacted me about bug problems that the Hilton just don't address properly.

4 months ago
Perth, Australia
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Dear Benjamin I think you sent your question to the wrong reader. We have not stayed at the Hilton Tokyo but we have stayed in many many Hiltons throughout the world and never had one problem.

Ashley - Perth western Australia

4 months ago
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