Denise G.
Yelp
I'm very disappointed in the Higgins hotel and in Hilton overall. After booking two nights almost a year out for the Taylor Swift concert in October 2024, at the highway robbery rate of $760 per night for a basic 2 queen room, I needed to cancel. The first time I called, the gentleman in reservations assured me that although my rate was showing as non-refundable, he was sure that we would be able to get my deposit of $760 back. He wasn't able to locate the hotel manager, Daniel Rhodes, so he asked me to call back. When I called back I was placed on a lengthy hold and informed in no uncertain terms that there was nothing that could be done. If I cancelled, I would not be able to recoup my deposit. I was told that i could transfer the reservation to someone else with no fee.
I tried to find someone to take over the reservation, but if you know anything about the eras tour ticket situation, you know it's rife with scammers, so no one was willing to take my reservation, even at a discount, I.e. a loss for me.
I finally decided to just cancel the reservation, which took a couple of unsatisfying exchanges with Hilton reservations and finally waiting on hold for over an hour.
If I search for a room for the nights that I had booked now, the same day that i cancelled, Higgins shows sold out, save an $1800 per night suite. This tells me that Hilton had no problems reselling my reservation at the same, if not higher rate than I paid immediately. They probably had a wait list.
If this was a small business we'd call that a shady business practice. As a corporation the size of Hilton, I'd call it criminal. Even if they couldn't offer a refund, they could offer an equivalent amount of honors points, or the opportunity to transfer the reservation to another date or property.
I've been a loyal Hilton customer for life. No more. I'll look at any other property before considering a Hilton brand in the future.