Hilton - No Such Thing as a Reservation
Hotel Stay - Complaint
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.