Report: #613511

Complaint Review: Hilton Garden Inn Conrad Hotels Hampton Inns and Suites Doubletree Hilton Worldwide Embassy Suites Homewood Suites by Hilton Hilton Grand Vacations.

Hilton Garden Inn, Conrad Hotels, Hampton Inns and Suites, Doubletree, Hilton Worldwide, Embassy Suites, Homewood Suites by Hilton, Hilton Grand Vacations. They refuse to Honor Best Rate Guarantee! Claiming that included breakfast makes this a "vacation package", Internet

Reported By:

Johnny — Las Vegas Nevada U.S.A.
Submitted:

Sat, June 12, 2010
Updated:

Mon, June 28, 2010

Hilton Garden Inn, Conrad Hotels, Hampton Inns and Suites, Doubletree, Hilton Worldwide, Embassy Suites, Homewood Suites by Hilton, Hilton Grand Vacations.

Internet

United States of America
Phone:

888-240-6152
Web:

www.hilton.com
Category:

Hotel

*UPDATE Employee: Not misleading... *Author of original report: Actually, yes they are misleading, in more ways than one. The saga continues...

I booked a room through the hilton.com website after being reassured by Hilton's "Best Rate Guarantee", which states that if you find a lower rate within 24 hours of booking your trip they will match it and give you a $50 Amex gift check.

Immediately after booking the reservation I found the exact same reservation (which is what the terms and conditions require), from Expedia.com for $2.00 cheaper. I filled out the Best Rate Guarantee claim online immediately. This was last night.

This morning I received and email explaining that my claim had been denied, here is the explaination-

Thank you for taking the time to submit a claim form regarding Our Best Rates. Guaranteed. We have reviewed your reservation.

Per our Terms and Conditions we are unable to verify your claim for the following reason:

Our Best Rates. Guaranteed. OFFER DOES NOT APPLY to the following:

Hotel packages (e.g., Romance, Easy Escapes, BounceBack, Dream Deal) or travel packages which may include hotel, airfare, car rental, food and beverage offers or other similar packages or amenities.

I called the phone number given, spoke to April Smith, and asked to have the situation rectified. I was told that since my stay included a "free breakfast" that it was a hotel package and therefore not covered per the terms and conditions.

I explained that I had not purchased any package. And Hilton attempting to classify this stay as a package because it is offered with a free breakfast is absurd. A package would indicate that you are lumping together and purchasing hotel and additional products, service, activities, etc., not being offered a free breakfast. But it was for room with free breakfast.

Hilton is very misleading. This whole experience is after another one earlier in the week when they sent me an email offer for 20% off their best rates. Then went on to tell me that the best rate was already discounted prior to placing the price on their website, so there is no additional discount on that. I do not know why I still decided to stay with them when there is a fabulous Marriott less than a block away.

In closing, after over an hour and a half on the phone with these people, they will not keep their word. They will mislead you. They will not honor anything. And they could care less if you are satisfied. I will pursue this matter further and keep updates.

2 Updates & Rebuttals

Johnny

Las Vegas,
Nevada,
U.S.A.

Actually, yes they are misleading, in more ways than one. The saga continues...

#3Author of original report

Mon, June 28, 2010

Well I stayed at the Hilton Garden Inn in St. George, UT this weekend, on the reservation that I previously wrote about. The truth is I did book the Great Getaway, although I didn't know that it had a name. Apparently somewhere in the fine print Hilton does not honor their best rate guarantee if you get breakfast with your stay. The problem is this is not the first time I was mislead by Hilton. Before even booking this room I attempted to take them up on an e-mail offer for 30% off of their best rate. I, being a normal American man, assumed that the best rate would be the lowest rate. This is not the case. The "Best Rate" is the name of a rate that they sell. I guarantee that that name was chosen for the rate to mislead people. I even spoke to a customer service representative for Hilton that agreed. Not outright, but he did say, "I can see how you might feel mislead".

And now to my weekend.

I checked in, went to my room, and no ashtrays. I had reserved a smoking room.

I called the front desk and asked for ashtrays and was told that I am in a non-smoking room and there would be a $200.00 charge if I were to smoke in there. I explained to Alex, who was the employee that I was speaking to, that I reserved a smoking room. She looked up my reservation, apologized, and said that she didn't have one available, as there are only three in the building and they are all taken. She said that she would get a hold of her manager and call me right back.

After thirty minutes I went to the front desk to see how this would be resolved. I was told that she could not get a hold of her manager and I would have to talk to him in the morning. His name is Wes. In the morning I talked to Wes and explained to him that I had made a smoking reservation and would like a smoking room. He told me that there is no such thing as a smoking reservation, that it was a preference and could not be guaranteed. I can promise you that this was in fact a smoking reservation, and not a preference. I was given the option of a smoking king, non-smoking king, smoking double, non-smoking double, and the same each in an accessible room. Wes told me that this is not possible and he wasn't going to argue with me, but if a smoking room becomes available he would let me know. He also told me that if I read the fine print on my confirmation (after I paid a non-refundable payment) that I would know that they couldn't guarantee a room type.

Hilton will tell you everything that you want to hear to get your reservation and your non-refundable payment then strip it all away once they have the cash. I will never stay in any Hilton property again! If I had time I would sue them in small claims.

Pamela

United States of America

Not misleading...

#3UPDATE Employee

Tue, June 22, 2010

It sounds like you purchased one of two deals: either the bed and breakfast package or the Great Getaway package. Both are packages as they include breakfast, which is not included in the ordinary rate. They were clear in the terms and conditions you agreed to that package rates were not eligible for the best rate guarantee. I'm sorry you feel that this constitutes a rip-off.

Respond to this Report!