On September 2, I booked a reservation, intending to stay October 3–4. Within 15 minutes of booking, I realized my mistake and contacted the hotel directly via the Hilton app’s chat feature. I explained the error and asked for help correcting it. The hotel replied that they could not assist and instructed me to make changes in the app — which was not possible. On September 3, I called Hilton’s customer service line and spent 17 minutes with an agent who attempted to contact the property but could not reach anyone. She advised me to call back directly the next day. On September 4, I did so. The agent informed me that the General Manager declined to help. When I requested to speak with the GM myself, I explained the situation and pointed out that I had proof of the chat within 15 minutes of booking. The GM stated he would consult with accounts payable and have someone contact me. No one ever followed up. Since then, I have left multiple voicemails for the GM and accounts payable and made additional calls to Hilton customer service. Each time I am told only the hotel can resolve this, yet the hotel has ignored me. I was ultimately charged $253 as a “cancellation fee” for a stay I did not use, did not cancel, and for which I earned no points. As a long-time Hilton Honors member (currently Gold, formerly Diamond), this experience is unacceptable. I have always valued Hilton’s service, but my last three stays have been problematic, and this incident may be the final straw