Hilton Hotels Complaint - Our Honeymoon Suite Was Given Away On Us... - Guest Reservations

Posted by Contrary 2 Ordinary on 2008-09-02:

That is lousy service. How is it that you knew the sex of the guests in the other 2 rooms as well as the nationality of the male?

Posted by Stew on 2008-09-02:

That's a great observation C2O. The German guy should post a complaint about his identity being compromised. I would think the hotel should be discreet concerning the occupants of the honeymoon suite.

Posted by superbowl on 2008-09-02:

JustMarried, sorry to hear your honeymoon night was wrecked by this Hilton. You should send a blistering letter to Hilton Corporate and demand they make it right with some free nights or a credit for what you spent. This was not right and the hotel has no defense for how they treated you.

Posted by dianec1 on 2008-09-02:

The Hilton hotels seem to be notorious for doing this. I previously mentioned in another post re Hilton that we are always given a sub-par room even when reserving something specific. I do not stay at their hotels anymore because it has happened several times--not just a fluke apparently. The last time I reserved a one-bedroom suite, we were given a regular double room for 3 people and ended up getting a roll-away (not comfortable). They gave us free meal vouchers for our inconvenience--but come on. We were still crowded into a smaller room than we had reserved. I even had to ask for a refund for the difference of the price of the rooms--it wasn't just automatically offered. They gave the same excuse--sold out--even though we checked in early. So, as far as I'm concerned, it is a pattern that seems to follow them nationwide. They promise things they can't seem to deliver on. I hope your honeymoon went well despite the room screw-up. Have a long and happy marriage!

Posted by justcuz3993 on 2008-09-02:

I agree with super..and, I'm curious as to the reason they gave your room away? You came in early to check in and get your room key, knowing you would be coming back very late, and they told you you didn't need to do that...so what excuse did they use to give your room away?

Posted by dianec1 on 2008-09-02:

justcuz--From my experience, the excuse is always that they are full and the room you reserved was taken. Probably because they overbook. That is my educated guess.

Posted by Crown Jules on 2008-09-02:

I'm sorry that your honeymoon suite was taken away from you, but I'm going to play devil's advocate for just a minute. What were the check-in and check-out times for the hotel? When you arrived at 11:00 a.m., maybe they couldn't give you your room keys because somebody else was still in the room. Also, many hotels allow a few hours between the check-in and check-out times so the rooms can be cleaned. Check-in may not have been until 2:00 or 3:00. As for giving the room away later, I would assume that if you hadn't checked in by midnight of the day you had reserved the room for, they might have been within their rights to give it to someone else. Did you tell them you might not be back before midnight?

Posted by themayor23 on 2008-09-05:

They "might" be within their rights? Crown Jules, you must know they had a room guaranteed with a credit card. The room type was specified in their reservation. They attempted to check-in earlier, but were rightfully declined because it was too early to check-in.
Hold them to the fire - Hilton was wrong. They were obviously overbooked and tried to squeeze a little more revenue out of the rooms available
Shame on Hilton.

Posted by AFM on 2008-10-30:

You should file a complaint with Hilton corporate. Call 1-800-HILTONS and ask for "Guest Assistance" or you can also fill out the online form. Good luck.