Top secret Hilton hotel - poor quality and no customer service
The old addage you get what you pay for doesn't strictly apply if you don't know what it is you're buying. Such is the way with Lastminute.com's Top Secret Hotel deals - you choose a hotel by its location and star rating for a generously reduced price, and you only discover its name once booked. It's a fun way to provide the buyer with a taste of Bond-esque uncertainty and excitement, or the feeling they're off to meet a lady to see her tuppence for cash.
Unless the hotel happens to be the Hilton on Grosvenor Street in Edinburgh, in which case not only will your hotel room represent an establishment that charges by the hour, but you'll be completely ignored by customer services despite continued assurances your problem is being dealt with.
Reader Anthony Burns contacted Bitterwallet after three weeks of inaction from Hilton, with regards to a night he spent at the four star hotel at the beginning of March, booked through Lastminute's Top Secret Hotel deals.
"The the price was less than I'd expect to pay for a room at a Hilton hotel, but I felt sure the experience would not reflect the price. Unfortunately, that turned out not to be the case," said Burns on a website he created for Hilton management, since their own complaints form allows no more than 2000 characters or the inclusion of images.
As you'll see on the website, there's a long list of very reasonable complaints that include a room with no working radiator, a very scummy bathroom, broken window frames and exposed grip-rods:
Despite contacting the Hilton and been told to expect a reply with seven working days, then within three working days when he complained a second time, Burns hasn't heard a peep from the hotel chain. Since it's both a 4-star experience FAIL and customer service FAIL from Hilton, Bitterwallet has contacted Lastminute.com on Burns' behalf, to see if somebody wants to right this wrong for the customer.