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Hilton - No Such Thing as a Reservation
Hotel Stay - Complaint
Review by pjkeehnen on 2013-02-25
Rating: 
WISCONSIN -- My wife and I recently called the Hilton gardens in Milwaukee and reserved a jacuzzi suite. When we drove the two hours for the getaway and checked in there was no jacuzzi in the room. When I spoke with corporate the next day I was advised they really don't reserve a room type only that you'll get a room. I spoke with Katrina and that was the policy. You really don't reserve a room type only if it's available when you get there.
So if you think you're reserve a suite or a specific type of room you may not be. I asked the example of a trip to Vegas reserving a suite at the Tropicana, I might not have the suite when I get there (even if I reserve it with a credit card).
Ms. Katrina stated that is correct that is company policy. Good to know. Nice job HILTON.
So if you think you're reserve a suite or a specific type of room you may not be. I asked the example of a trip to Vegas reserving a suite at the Tropicana, I might not have the suite when I get there (even if I reserve it with a credit card).
Ms. Katrina stated that is correct that is company policy. Good to know. Nice job HILTON.
Comments:
Posted by trmn8r on 2013-02-25:
Interesting. I understood that this concept applies when using third parties to reserve rooms, but not when you book directly. I'm a bit surprised.
Posted by Ben There on 2013-02-25:
Hotels are like airlines - sometimes they will book more rooms than they actually have assuming a certain percentage won't show up. It is normally first come/first serve, so if the hotel has 4 rooms with Jacuzzis and took 6 reservations then customers 5 and 6 to show up will most likely be the disappointed ones.
Posted by tnchuck100 on 2013-02-25:
Well, that eliminates Hilton from my list of hotel considerations when I need a reservation. Shorter lists are easier to deal with anyway.
Posted by Anna Molly on 2013-02-25:
This is very good information. Long time, no see, Ben There!
Posted by Jeff on 2013-02-27:
Thats ridiculous. Definitely something they dont advertise on their commercials! I mean whats the point of even reserving a room if you are not guarenteed the room you want? So stupid.
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