I didn't want this to get burried under 179 posts so I'm posting here. I went a little farther than confirming my reservation with the #800 number, but didn't waste my time calling the hotel directly. I've kept silent as there were some people working to insure my customer satisfaction behind the scenes. The hotel will quote a rate of $179 for those just showing up. If some of you check you will see that those who confirmed have had their rate "reduced" to $135. I have gone through specific channels that I won't post here (not because I am trying to be hold back) but because it just wouldn't be smart.

I only booked 3 nights with no additional stays so there was a lot of (and I'm quoting) "good faith room to move". And, I quietly began trying to work this out. I have been given 3 things 1) a DEEPLY discounted (not free)rate & a double upgrade if I keep the reservation. 2) A flexible voucher for a certain number of free hotel nights the next time I book with Hilton International 3) HHonors bonus points.

If you call the hotel directly & are told your reservation is "confirmed" AND there is "no problem" you have a BIG problem. The manager has only authorized them to reduce your rate to $99 per night & the staff will not budge. I suggest organizing your thoughts, having your Gold or Plat # ready & starting with Hilton here in the states. If you've booked a lot of nights, I doubt you'll have much success.

Just a heads up, not an admonishment people. So don't get mad.

Thanks! What do we get, if anything, for being nice enough to NOT book it at all?

Good warm feeling(s) inside!

Geez, I would hate to be Hilton and have to deal with a flood of calls from "guests" who had no intention of going to Mexico City but rather took advantage of a computer error and were hoping for some compensation for their "time on the Internet". I hope you all get what's coming to you.

fallinasleep

I second your post

How many people really thought the rate was $0?

Kiranice...will you please email me? thanks!

Why don't you share the wealth and let the people know how you did it?? C'mon..you got yours! I don't even have a res. there..just helping others out.

Those of us on the sidelines can only watch this one play out.

Our Trekkie has done well and need not share any further information or compromise her/his position with Hilton. You guys made your bed, now you'll find out what the real price of sleeping in it will be.

I didn't make any reservations, so I hope that's not directed at me.I thought this board was to help others anyway...not "you made your bed...now lay in it"...very unfriendly....maybe these people need some help here.

Kira

Could you email me and/or tell me if the people "working" for you were at Hilton or Travelocity. I have spoken with a supervisor at Travel (since I figured it was their error) who had NOT kept any of his promises to follow up - he had no explanation of what was going on - and I wanted to know what I would really be paying before paying for an air ticket! I will NEVER deal with Travelocity again but that is another thread

First, a few things I learned as a result of asking general questions. They were: Do I have a reservation? What is the rate? Can you please confirm that with the hotel? And, Is that the code for an award stay or a promotion in conjunction with some special coupon or travel package?

This information was obviously given by Hilton after an incident I witnessed, so consider the source. First, the property in Mexico uploaded the rate to Travelocity & Hilton for the web booking. Hilton.com did not generate the rate.

Apparenlty, what we think of as "Hilton" has a strict policy with franchises to insure that the information it provides on its rates & specials is accurate before transmitting it because of liability issues for valid rates. (Whatever that means) "Hilton" does not edit the information from the individual properties because they have agreed to insure it is correct prior to sending & must contact them (through some special/specific process) if it is in error. Apparently, the hotel has been aware of the rate & did not request Hilton remove it from its website or Travelocity's. It was only after calling the 800# that Hilton suspected there was a problem & then tried to contact the MEX property directly.

I was TOLD that the hotel manager in Mexico was "uncooperative" with Hilton when it tried to confirm the validity of the rate so that it could be changed on both Hilton.com & Travelocity or allow folks to continue making the bookings.

The agent I initially asked about my reservation actually had me on the line while they called the property. (note to grammar freaks, I am purposely using "they" instead of the correct gender pronoun so I don't embarrass or call attention to any specific person by reference)

The person who answered would not even put the Hilton agent through to the hotel manager & was VERY nasty. (I didn't say a word, just sat there a listening) Bad move for the agent, because they knew I was listening to them being dismissed, yelled at & ignored by a property employee. THAT is when the agent got ticked & decided to flag my reservation to a supervisor for intervention. And, they did intervene!!!

As it turns out they have done this before with the $0 rate & other REALLY REALLY cheap rates. Guests would call the hotel directly & be told the room was confirmed at whatever was on the screen when they booked ($35/25/$0/whatever) only to find at check in or at CHECK OUT that their rate was "now" $200 a night or something like that. A good ole fashioned bait & switch.

So, guess who got the scathing letters & angry calls when they got back home? Hilton guest services. As a result, they've had to compensate guests as best they could & loose future revenue. Not good PR for Hilton. (right in line for DL though)):

But, I digress. There's been a lot of talk about people on this board taking advantage of some "poor clerk's" mistake. Based solely on what I was told from Hilton, I don't think that applies anymore. Now, as I have no personal first hand knowledge of what has happened in the past, I'm not swearing to it. Only sharing what I was told.

I also think that if the agent hadn't been treated so horribly by an affiliate in my presence, nothing would've come of it. Perhaps they just wanted to save face with me since I was listening to the entire exchange & didn't want me to think this is how Hilton handles its business normally. Who knows.

So, if folks really want to stay there & haven't had the "pleasure" of listening in on the 3 way from hell, your rate will be reduced from the $179 that was manually added to your reservation by the property sometime last week, to $99 before you check in. But, you must call for the adjustment. I believe they are willing to fax confirmation of that rate to you on property letter head if requested. I'm not sure.

So, that's my story. I didn't demand anything. I didn't threaten anyone. I didn't get indignant or rant about poor service or faulty online booking information. I just asked 4 questions & then got a front row seat at a VERY NASTY exchange between "Hilton" employees over a reservation & who had authority to check what. (It was pretty bad & I was very embarrassed for my agent)

And, I thank the Trekie from Toronto for the kind words!

Tahnk you very much for your information, really nice to see somebody help others!!!

(BTW I do not have a res but was intersted in the outcome)

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Viele Gr��e

Oliver

Dear Kira,

Incredible story!! Good going for you! I was not aware that this "sale" was also listed on Hilton's own website. This certainly is not a case of you getting something for nothing, as one's inclination might have suggested, nor is it apparently an isolated mistake by the hotel property.

My original assumption of not going blithely down to the hotel in Mexico and trying to pull the stunt of getting the $0 rate appears to have been good advice from what you tell me of this hotel's shenanigans in the past.

It is a wonder to me, that Hilton has not pulled this franchisee's license, though. It would seem that this property is much more trouble than it is worth! Moreover, it is unclear which company, USA Hilton or Hilton Int'l actually signed the franchise agreement with this joker. It may be that it was Hilton Int'l but that USA Hilton has to pick up the pieces on this, as many of those whom were disgruntled in the past, may have been "Norte Americanos".

As I had indicated in my post in the United forum, if one acts reasonably, and is not a "pig" about the problem, one may actually get a good deal from it all.

In summation, all I can say is "YOU GO GIRL!!"

[This message has been edited by DOC 2 BE (edited 03-21-2001).]

Thanks KiraNarise!

Thanks for posting this. Why didn't you just do it this way in the first place? You haven't compromised anyone here at all.You made it seem as though you had "friends in high places" or you called the DA or FBI or something. Simply put ..you got lucky.
FYI...I didn't have a reservation, but was curious of the outcome. Good job.