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  • I would've given them 1 star due to lack of communication between their reservations and ota partner. The Amanda girl that I spoke with 3x was just not helpful and inefficient. I've contacted the hotel since 8am today because my resa was still not cancelled when it should've been already since Wed and this Amanda did not offer at all the quality of service Hilton should provide, keeps giving me the excuse that her Manager is in a meeting lol I work in a hotel too so I know the sop, but coming from a luxury hotel service standpoint, how we handle guest issues are absolute opposite of how she handled my issue. I've already arrived at the hotel at 4pm and she still didn't discuss the issue with her manager, after I spoke with her 3x in the day about it and mind you I was the one following up with her. BUT thankfully the guy that checked me in (2nd resa) was very friendly, helpful and efficient. It took him a minute to correct the issue, cancelled my reso and refunded my cc which is why I gave them 3 stars. I do have to agree, so far on a Friday afternoon is kind of a ghost town.
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