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  • Arrived around 1pm to check in (I'm very aware check-in isn't until 3p). I stand in line behind two gentlemen who check in, get their room keys, and walk away. I then step up to the front desk, give my name, and I'm told my room isn't ready yet. I ask if there are any available and she says no. I ask how soon one will be available and she tells me check-in isn't until 3p. I let her know I was aware of that, but two guys right before me just walked away to their rooms. I'm in Vegas for work so I really have nowhere to go. With her unwillingness to help or accommodate me, I ask if I can cancel the room and she tells me no, that I can't cancel same day. I thank her and walk to my car and immediately call Hilton's customer service. I ask the representative on the phone if I can cancel my reservation because I no longer want to stay there and she cancels it with no hesitation. She advised me I had until 6pm local time to cancel. She then booked me at another hotel and assured me I wouldn't be charged. I went back inside just to make sure my reservation was cancelled and she advised me she didn't show it in her system at all now, not as booked or cancelled. So I again ask her, since it's no longer in their system will I not be charged. She still couldn't assure me and said it's still possible. I left the hotel and figured I'd dispute it later if in fact I was charged. When I called Hilton they advised me I wouldn't be charged, so I'll take their word for it. I'm in Vegas for work about a week a month and this was going to be my first stay at this hotel. I definitely will not be going back. I'm not one to throw my Diamond status around, but I feel I could have been taken care of differently. I would have at least appreciated some effort.
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