Hilton Worldwide review: terrible customer service

My wife and I booked a room for Sunday January 2, 2011 night through hotels.com. Full disclosure - the information we received when we booked the hotel stated they have a 24 hour cancellation policy. Saturday January 1, 2011 night was terrible for our family as my kids were sick and vomiting all night long and consequently we could not make our trip.

We called hotels.com early in the morning and they stated that they had no problem providing the refund under the circumstances however they needed the approval of the GM of the property. The GM, Mr. Michael Williams, was contacted and he would not approve the refund because we did not cancel within 24 hours. We explained to the hotel that we could not have possibly foreseen the Saturday night events and that we still wanted to stay at the hotel at a later date however they will still not approve the refund. In fact, in my opinion, the hotel staff seemed uncaring and unhelpful and couldn't care less about our circumstance.

The Guest Services toll free number was of no help and their staff seemed just as uncaring. After my third call to the Guest Services number I finally reached someone who seemed to care however she was unable to help me. I called the hotel again on January 3rd to speak to Mr. Williams but unfortunately he was not in. Instead I was put through to the manager on duty by the name of Binny. After him not being able to help me satisfy my issue, and once again a Parsippany North staff member who seemed to care less, he proceeded to use profanity and go off on a F-bomb tirade towards me. Obviously I was shocked. Once Mr. Williams heard of this conversation, his reply was not of apology or even concern. He blamed me as Binny had obviously lied about the conversation in order to make himself look better.
Regardless, a hotel manager telling me to "F-off" and "Go F yourself". Are you kidding me?

I have been met with nothing but poor customer service at almost every turn from the Parsippany North NJ hotel itself to almost every person that I have talked to in Guest Services at the Hampton Inn/Hilton. I even had someone I know personally call anonymously to the hotel to ask a question that I thought might help me and the Parsippany North staff member who answered the phone was also rude to them. I have no idea what is going on there but I strongly suggest that you stay away from this hotel. I can only imagine if I would have stayed there and I had a problem in the middle of the night with one of my kids. It sounds like if I would have had to ask for hotel help, I would have been greeted with a resounding NO and a WE DON'T CARE.