Hilton HHonors - Hotel employee does not know what type of rooms they have

I was already upgraded to an Exec. King at the Hilton Atlanta Airport. I called and asked about changing that to an Exec. Level with 2 doubles and was told the Exec. level only had 1 King bed only.

I asked the lady, why on the website, it showed they had 2 doubles or 1King on the Exec. Floor and she claimed they never had that.

This just makes me wonder how stupid do some people think others are.

Jwhuffman

Something seems strange. Did you speak to someone on the executive level or the main reservation line?? I do know at this property the people at the main check in/front desk aren't verse with the workings of the executive level.

Personally, my experiecences, with executive level in Atlanta have been outstanding. ^ ^ ^

I would suggest calling back and ask to be transfered to the executive level for assistance.

I know it's surprising when a hotel employee is misinformed or you believe misinforms you about the basics of a room. But it's happened to me (albeit rarely) in at least 4 different major brands, although Hilton has been the best in avoiding this. It could be a new employee who hasn't mastered the room types yet, it could be a simple mistake, it could even be a difference in "semantics" -- I've had it all. Here are two examples:
(Q: Why did you say that room xxxx was a suite? It's just a larger room with everything in the same space.
A: It's what we call a suite. [Here the desk agent was correct. The hotel calls this a "suite".
*****
Q: We reserved a King, why did you send us to a 2 Queen-bedded room?
A: It was the last N/S room we had and we thought that was more important than a King smoking room.)

Doesn't stop me from being surprised and disappointed but it does happen.

Unless something changed in the last year, the website is correct. I have stayed in a double double on the executive level at this property.

Where the specific job has a high turnover, it's not surprising when a hotel employee doesn't know squat about their own hotel. :td:

I had to let all know, I emailed a very nice Executive Assistant at the hotel and was upgraded to an Executive with 2 beds. :)