Hilton Palm Springs Resort

We are responding to complaint ID # Based on the time when reservation was booked, this reservation was non-cancellable and non-refundableThe terms and conditions of the reservation were outlined to guest at time of bookingAccording to the guest, she called our Central reservation desk, not located on property to cancel her booking, but no notification was received from her at the property level or from Central ReservationTherefore, reservation was held for her and ended up as a No ShowBeing that we could have sold her room if we were notified of the cancellation, we would’ve gladly done so We appreciate you giving us the opportunity to share our perspective regarding this matter Please feel free to contact me, if you have any other questions Best Regards, [redacted] Rooms Director

After thorough investigation on this complaint, we found that guest had 2 separate reservations. One reservation was booked in January 22nd for arrival on March 4th for 1 night. This reservation she cancelled on time on Feb. 12 and was credited for the 1 nights deposit.She then re-booked another reservation on March 10th for the following Sunday March 11 which was already within our cancellation policy. We were not notified of the cancellation, so reservation was held and ran as a no-show. The only message that was left for our accounting department was to get a copy of her receipt. The receipt was sent to the email address that she left, [email protected]. We offered guest a future complimentary stay in lieu of the no show charge. Guest declined. No show charge will still stand.
Thank you.

I am rejecting this response because:
Please note this response is inaccurate. That email Address is not mine. They have me confused with someone else.   [redacted]

We are responding to complaint ID # 12751927. Based on the time when reservation was booked, this reservation was non-cancellable and non-refundable. The terms and conditions of the reservation were outlined to guest at time of booking. According to the guest, she called our Central reservation...

desk, not located on property to cancel her booking, but no notification was received from her at the property level or from Central  Reservation. Therefore, reservation was held for her and ended up as a No Show. Being that we could have sold her room if we were notified of the cancellation, we would’ve gladly done so.   We appreciate you giving us the opportunity to share our perspective regarding this matter.   Please feel free to contact me, if you have any other questions.   Best Regards,   [redacted] Rooms Director