Comments on: Hilton Hotel Reservations – $659 Hilton Hotel Reservation Is Forfeited Because I Wanted To Move It A Week

By: Former_Hilton_Staff

Former_Hilton_Staff — Mon, 13 Dec 2010 19:48:57 +0000

I am a former Hilton employee and I can tell you from experience that you are not the first person, nor will you be the last to have this happen. Hilton just this year started offering rooms at discounted rates if you prepay, but the catch is that you CANNOT change your reservation in ANY way what so ever. I have upgraded corporate guests who typically travel alone, when they have prepayed for a king and arrive with their family; but I have had to render the same response you received about changing the dates on a reservation that is prepaid. If you are looking for good rates, I suggest checking the hotel website first for specials (NOT advance purchase!) and then check the usual Expedia, Kayak, etc. Often the rates on the travel sites is cheaper than the hotel’s website, but be weary that guests are often mistakenly booked in smoking rooms when their preference is non-smoking. ALWAYS call and verify your room type and reservation at least a week in advance. Happy traveling.

By: discount hotel reservations

discount hotel reservations — Fri, 09 Jul 2010 19:29:23 +0000

Based on your story, I can see that Hilton Hotel does not value their customers.

By: Chris (Admin)

Chris (Admin) — Wed, 30 Dec 2009 15:37:43 +0000

Arparp – I have purchased prepaid rooms in the past from different sources (I used to book myself over 50 business hotel stays a year), but have never, ever been expected to surrender the entire room cost because of a schedule change. That’s just abusive policy taking advantage of consumers. If anyone gets nailed with it and doesn’t complain – well, they are a sucker. I took a stand, got my money back, got a word to the wise out to potential customers, and added another voice in complaint against this policy which may one day get it changed.

It happens all the time – currently its happening with bank overdraft fees and wireless early contract termination fees. Just because they are penalties doesn’t mean the fine is free to be abusive and unwarranted.

There is no cost basis relationship whatsoever between the entire cost of the room and a schedule change (exception: if the hotel was booked during the new target date – in my case it was not even close.)

There was certainly no cost relationship whatsoever to the marginal amount of my discount for pre-pay and the risk of my entire payment for changing the date – that’s ludicrous. I’m a customer not a slot machine.

In my case, there was plenty of availability during the new date, and I would still be a customer, and still be paying the same amount.

If I had *canceled*, that would be a different matter.

Charge me a change fee? Sure. But to have a paying customer with date change which is easily accommodated pay double is abusive.

If you prefer to be a passive consumer, feel free, but the rest of us will continue to make our complaints heard and create a business environment which treats consumers with the respect they deserve.

By: Arparp

Arparp — Sat, 26 Dec 2009 21:11:55 +0000

Don’t buy a prepaid room if you think you might have to move it. That’s why you get the discount. If you want to be able to change it, just get a reservation and don’t prepay. Getting all huffy because they wouldn’t change the rules just for you is ridiculous.

By: Ted

Ted — Tue, 09 Jun 2009 19:55:25 +0000

This just happened to me too. Thankfully my wife and I have relatively flexible jobs and ended up just changing the dates of our other hotels around the unmovable night at the Hilton, but I hung up the phone with Hilton after a 10 minute plea that simply ended in disbelief and a firm decision never to stay in a Hilton again.

For the record, my wife and I have stayed a lot at the Starwood hotels (Sheraton, Four Points, W, Westin, etc). We’ve never had anything but pleasant experiences with their customer service.

By: Chris (Admin)

Chris (Admin) — Wed, 16 Apr 2008 15:20:47 +0000

Nigel –

Why complain? Because its just bad business, and because I want them to read my post and fix it, and to serve as a cautionary tale to travelers.

As I mentioned, as a small business owner I will almost always throw a customer some sort of bone before I lose them to something like this.

For example, I once raised prices and informed my staff – if any of our existing customers complain at all, just give them the old price.

The only exception is if there is specific reason I think someone is trying to rip me off, which is rare.

I;m just a traveler who needed to reschedule his hotel, I’m not trying to pull one over on them. In light of the fact that they now have $652 in free money, why would they not want to make any sort of compromise in order to keep a regular customer?

By: Anon

Anon — Wed, 16 Apr 2008 14:30:39 +0000

You have GOT TO BE KIDDING ME WITH THIS?!?!?

In essence, they just robbed you blind.