Hilton HHonors - Are Hilton and Embassy Suites Really This Stupid?

Just came across a not-so-surprising post at the following web site.

http://www.twohatmarketing.com/ramblog/2010/04/are-hotels-really-this-stupid.html

Naturally, the answer to the question posed is an unequivocal YES!

Here's the story.....

"Are Hotels Really THIS Stupid?

If you've followed my Ramblings, videos, speeches, and writings, you know that I pick on hotels a lot. Why?

BECAUSE THEY DESERVE IT!!

I just got off the phone with the Embassy Suites in Palm Beach Gardens, FL. My golf stud daughter, Kelly, is one of the invitees playing in this year's Future Collegian World Tour National Championship May 29-31. This is a great honor for Kelly and she's worked hard to be in that field.

When we first got the invitation, I immediately booked a room at the Embassy Suites for us to fly in on May 27, the day before the practice round. What I didn't realize at the time was that Kelly will be just finishing the Washington State High School golf championship on May 26. That would mean she would miss the entire week of school. Considering finals are the following week, we decided she should at least go to school on May 27. Then she and I can take a red-eye that night arriving the morning of May 28 in time for the practice round.

When I originally booked our room, I received a rate of $134 per night for five nights. With taxes our total would be $747.05.

Like I said, I just called the hotel to change our arrival to the next day, May 28, staying for FOUR nights. I'm thinking I will save the cost of that one night hotel.

But, of course, I am wrong. Cutting out that first night now gives me the NEW rate of $169 per night for four nights. With taxes my new total would now be $753.74. It would now cost me MORE for four nights than it originally did for five nights.

Does this make sense to you?

What did I do? I kept the original reservation and instructed that we would be arriving late...REALLY, REALLY late. If I'm paying the money anyway, then Embassy Suites doesn't get to make another night's room rate, which they would have undoubtedly done. And not only do they not get to make that extra money, but they get yet another black eye on the customer experience.

And you know what? I don't think they care.

Anybody out there have connections with Embassy Suites and/or Hilton? Please share this story with them."

A sarcastic flyertalker might mention that many round trip airfares are less than the one-ways.

It's called yield management. The closer you get to a date and the more sold-out the hotel, the more the rooms will cost.

Why don't you make a new 4-day reservation yourself if you think you can get it cheaper than the 5-day original? You can't, can you? It's because the rooms are now more expensive which is why your new 4-day reservation is more expensive.
You had a 5-day reservation made early, not 5 consecutive 1-day reservations. You're now requesting a 4-day reservation which you'll get at the current price. It's no different than you changing your flight dates (without the change penalty); you'll have to pay any difference in price when you change.

I often make single day reservations unless it is cheaper to do a multi-day. That way I can preserve the price I originally booked and have flexibility.

I'd do the same as you: keep the original. Just make sure you get in before check-out time on the 28th or you may lose the entire 5-day reservation. Coming in on the red-eye, you'll be glad you kept the reservation as is. You'll be able to go straught to your room instead of being told "we'll store your luggage, check-in is at 3". They will have no excuse to deny you a room if you show up @ 8AM. You paid for it and it should be held for you!

I've had the same situation before, hence the multiple consecutive reservations.

BTW. Congratulations to your daughter! Hope she does well!

I just picked this off a website--it is not me reporting my story!

I just picked this off a website--it is not me reporting my story!

I also believe everything written on the internet, any request by a catholic priest to an alter boy, anything said by a used car salesman, all the great mortgage deals available from Countrywide and the wonderful NEW! NEW! investment choices offered by Goldman Sachs.

As far as booking a room the customer has the choice of booking elsewhere and I often do. By the way whats a "golf stud daughter"?

MisterNice

I often make single day reservations unless it is cheaper to do a multi-day. That way I can preserve the price I originally booked and have flexibility.


I usually apply the same tactics but I also perform a rate check with a single reservation over the whole period for a comparison. I find that sometimes they give a lower rate for a whole period than if I book each of the days separately (taking about Hilton web engine). I recall that it happened recently with my reservations on one of the Hilton Budapest properties.

Well since she has a red-eye at least she can check in early and take a shower.

I can save money on a PHL-HNL flight by originating the flight in EWR and connecting in PHL for the same flight and I don't think it is stupid at all.

I just picked this off a website--it is not me reporting my story!

Your first sentence does specify that the material is from a website. Your intentions would be even clearer, however, if you set apart the quoted material by first selecting it and then by clicking on the icon that is third from the right in the toolbar.

This will be the result.

We try to read carefully, but the above procedure will reduce the effort for us. ;)

1) Quoting a copyrighted source in entirety is against FT TOS; 2) most even-close-to-frequent travellers realize airlines and hotels practice yield management, and changes (fewer or different days, for instance) will likely result in changes in the bottom line. FlyerTalkers use the knowledge to improve the odds; those who don't pay attention and learn the ropes get hanged by them.

Isn't the phrase "golf stud daughter" oxymoronic? ;)

Stupid? That sounds like pretty spot-on yield management if you ask me.

Your first sentence does specify that the material is from a website. Your intentions would be even clearer, however, if you set apart the quoted material by first selecting it and then by clicking on the icon that is third from the right in the toolbar.



We try to read carefully, but the above procedure will reduce the effort for us. ;)

But that begs the real question .. you are assuming he actually wants to clarify his intentions?:rolleyes: Do a search of all the OPs recent posts on this board and the real intent becomes perfectly clear:)

mike

Actually, this is not just a Hilton practice, every chain does it. Second, sometimes it can work in your favor. Book 1 night, rate X. Book 2 nights, rate X + little bit more. Book 3 nights (that include nights 1 & 2) and rate may even go down.

The trick is therefore booking two reservations that work to your advantage. That's what good FT-ers do.

It's been a fine week for self-inflicted pain on the Hilton FT forum.

http://www.flyertalk.com/forum/hilton-hhonors/1074892-horrible-cancellation-experience.html

Maybe a Mod could close this thread to prevent the OP further embarassment.

I often leave the higher (usually last) night off my res. I then ,after checking in, ask if they can add a night. Almost always keep the same rate.

Actually, this is not just a Hilton practice, every chain does it. Second, sometimes it can work in your favor. Book 1 night, rate X. Book 2 nights, rate X + little bit more. Book 3 nights (that include nights 1 & 2) and rate may even go down.

The trick is therefore booking two reservations that work to your advantage. That's what good FT-ers do.

Exactly. It's not just Hilton that does this -- it's an industry-wide practice. (But if one is cherry-picking things with which to bash Hilton, I don't suppose facts like this matter at all. :rolleyes:)

Once a rate is booked, you aren't guaranteed that rate if you make changes to your reservation.

BTW, the rate doesn't necessarily always go UP as the date approaches -- sometimes the reverse happens (if occupancy isn't what hotel management had previously forecast). More than once, I've cancelled and rebooked to get a LOWER rate (or rather, double-booked and then cancelled the original res).

I often leave the higher (usually last) night off my res. I then ,after checking in, ask if they can add a night. Almost always keep the same rate.

If the front desk informed you that the rate increased would you put up a fight?

Have had this a number of times, most recently for a 5 night stay rate shifted from $220 a night to $370 a night, indictaing the hotel was getting full (convention in town). Obviously was cheaper for me to keep original rate, but not wanting to waste $220 needlessly.

When I am unexpectedly caught out, my plan is to phone the manager, this can be worth a try. In this case she gladly reduced the stay as she could sell the room I was holding for $220 for $370 so we both won...^

Of course YMMV but worth a try perhaps...

Actually, this is not just a Hilton practice, every chain does it. Second, sometimes it can work in your favor. Book 1 night, rate X. Book 2 nights, rate X + little bit more. Book 3 nights (that include nights 1 & 2) and rate may even go down.


I had a similar, but even odder experience on Hotwire once.

The rate per night for 4 nights was so much lower than the rate for 3 nights that 4 would have cost less in total than 3!

Same hotel, same starting date.

this same concept applies to car rentals as well.

Industry wide practices--you just have to be aware of them to know how to use them to your advantage and less to your disadvantage. As previous poster said, I would just phone the property and see what they can do. Often will do this--works especially well for properties where you are a regular.

I then ,after checking in, ask if they can add a night. Almost always keep the same rate.

Yeah, but if they don't have avail, you have to find another property. I'm thinking of one or two rural towns near me with only one HH....

Just sayin'. I'd double check number of local locations before doing this...

Quoting a copyrighted source in entirety is against FT TOS

That make sense. However, the writer has this to say as he closes his story:

"Anybody out there have connections with Embassy Suites and/or Hilton? Please share this story with them".

And I assume that Hilton staff do check out this web site....

That make sense. However, the writer has this to say as he closes his story:

"Anybody out there have connections with Embassy Suites and/or Hilton? Please share this story with them".

Okie dokie .. so you copied it on FTalk?:rolleyes:...now that makes perfect sense.:)

mike

I had a similar, but even odder experience on Hotwire once.

The rate per night for 4 nights was so much lower than the rate for 3 nights that 4 would have cost less in total than 3!

Same hotel, same starting date.

Most hotels will ding you extra $$$ if you check out early. We all know what the airlines will do if you wish to return earlier or later.

MisterNice