Hilton HHonors - Had to prove my room rate

Has this every happend to anyone at a Hilton property?

I'm staying at the Hilton, Springfield IL and when I checked out (today) I noticed that I didn't get the rate of which I booked my room at. I've booked the State rate of $70/night and on the bill there was a rate of $149.

I said that I've a confirmation email from Hilton confirming my rate, and asked why they couldn't see of what rate I booked. They asked me to show ( :mad: ) that email. Strange isn't it? Later I forwarded the confirmation email to the assistant front desk manager, and she forwarded it to the Assistant General Manager where it is right now.

Why should I have to prove my rate? Shouldn't Hilton know what rate I booked my room at? And what would the case be if I still didn't have the confirmation email? Bad luck? Can Hilton change the rate at any time and let the customer prove their booking rate?

Anyone else had the same problem?

I also book at the GOV rate. The first time I'm at a property, they sometimes ask to see my ID, but after that they usually don't bother.

Lately, I've been checking in on line, and the printout from that gives you your rate. So you check in, get your key, and keep the paperwork.

It sometimes happens that they put the wrong rate, and if they ask you to sign something (if you haven't checked in on line), that's the time to verify the rate. I've run into that situation several times, and when I point it out to the desk person we change it on the spot and there ya go.

I guess the lesson learned is: always keep the paperwork until after the stay and the points post. One never knows.

If the manager comes back to you with a huge apology and perhaps offer you something small (a drink at the bar or lunch on them), I'd be satisfied. If not, I'd e-mail the Diamond desk and let them know how annoyed you were by this.

Of course, they clearly show you the rate you're being charged at check-in ... you probably should have noticed it then.

Of course, they clearly show you the rate you're being charged at check-in ... you probably should have noticed it then.
You're right, maybe I should have noticed. Perhaps it's just me, but if I've booked a rate, I don't think I've to double-check that later given the fact that I have a confirmation email and it's the HILTON. For a cheap hotel I'd certainly do it, but for Hilton?

Anyhow, next time I will double-check and I'll keep you informed of managers response.

This is actually my second stay, and I have or plan to have a room booked every week here until end of July. Right now I have reservations until end of this month.

If the manager comes back to you with a huge apology and perhaps offer you something small (a drink at the bar or lunch on them), I'd be satisfied. If not, I'd e-mail the Diamond desk and let them know how annoyed you were by this.
For my first stay they failed to clean my bathroom, which I noticed at 11PM and later at 7AM. I got this apologize from the manager "I would have to surmise that - at least in the bathroom - we failed to adequately prepare your room, and for that I can only apologize."

Given their last response I didn't expect anything more than a correct bill. This is the answer I got:

I apologize for any confusion regarding the rate for your stay last night, and we have gone ahead and made the adjustment back to the State Government Rate originally quoted ($70.00). I can also confirm the availability of that rate for your three upcoming stays with us in May.

I do need to ask, however, that you have the identification with you at check-in that identifies yourself as a contract worker for the State of Illinois as our Guest Service Associates are under strict orders to not allow anyone to check-in to the hotel at that rate without proper identification. I know it may seem like an inconvenience, however we have had such a problem with people misrepresenting themselves as State of Federal Government employees, that we have had no choice but to ask for identification each and every time.

It really is designed to protect people like yourself, who is entitled, as we have only a limited number of rooms available at that rate. So, again, we apologize for the inconvenience, however that's how we have to handle the situation.

I appreciate your patience, apologize for the inconvenience and we will look forward to your next stay. Please let me know if there is anything else we can do for you.
I really was 'calmed' down with the "I appreciate your patience, apologize for the inconvenience and we will look forward to your next stay".

Maybe you're right and I should contact the Diamond Desk. What do you think? This is really, really annoying and it's two times out of two!

I'd actually go talk to the manager rather than DD. This sounds like a miscommunication.

First, were you asked for ID when you checked in? If not, the manager needs to know that.

Second, are you, in fact, a state employee? Just checking.

Sounds like the manager thinks you didn't get your rate because you didn't have the proper ID. Once it is explained that the hotel simply changed your rate without asking, well, I'm sure he'll change his tune.

Otherwise, the Diamond Desk will contact the manager for you. But like the game "telephone," the more people you involve, the more likely your message will get confusing.

You're right that it's probably hit the manager before DD, and I just sent him this answer.

Mr. XXX,

I do hope that you're not trying to insinuate that I'm using the State Government Rate if I wasn't entitled to use it. If you want I can give my Department Manager's telephone number, if you personally want to check. I showed my ID the first time when I arrived, and I thought you had it on file. I wasn't requested to show it for my second stay, but I do carry it on my all the time and will show it, if requested.

I accept your apologize for the rate issue. However, this is the second incident out of only two stays, and I'm not very happy about it - mildly said. My company prefer us to book from either Hilton or Marriott brands, and the Marriott in Springfield is unfortunately still not fully operational after the hurricane.

Best regards

. My company prefer us to book from either Hilton or Marriott brands, and the Marriott in Springfield is unfortunately still not fully operational after the hurricane.

Slightly OT, but I assume you mean after a tornado, not hurricane? Being from Illinois myself, its been awhile since a hurricane has hit our state... :)

A hurricane damaged the Springfield, IL Marriott?!? (Yes, I know hurricanes do sometimes reach Illinois...sometimes we even get remnants of them in Kansas...but not damaging remnants.)

Anyway, to the original point about having to "prove" your rate. I understand it in the case of GOV rates where the hotel is giving a >50% discount and wants to keep those rooms available for legit government employees. I would always be prepared to show ID on these - if clerks start to recognize you and stop asking for ID, consider it a bonus.

I travel on a corporate rate a lot, booked through our corporate travel website. I've never been asked to "prove it". Since the corporate travel is negotiated at a parent-company level, and since my business card shows a different agency name on it, I'd have to probably give the clerk a short Powerpoint presentation to explain why I'm legit to use the rate. :)

A hurricane damaged the Springfield, IL Marriott?!? (Yes, I know hurricanes do sometimes reach Illinois...sometimes we even get remnants of them in Kansas...
Okay, Okay... I'm not from here!!! It was a tornado then. I just asked my collegues and they said it roamed here March 12 this year.

The Marriott Fairfield Inn looks quite devastated, but the Courtyard besides it looks almost repaird now. Marriott probably learned it the hard way why one shouldn't have both of its two properties besides each other.

If you book your stays online, you'll note that there's a note on the Hilton website, when you select the government/military box that says, "*ID required at check in". They are completely within their rights to ask for your ID at check-in, at every visit. As far as keeping your ID on file, do you really want a copy of your ID floating around the hotel?

Okay, Okay... I'm not from here!!! It was a tornado then. I just asked my collegues and they said it roamed here March 12 this year.

The Marriott Fairfield Inn looks quite devastated, but the Courtyard besides it looks almost repaird now. Marriott probably learned it the hard way why one shouldn't have both of its two properties besides each other.

Yikes. I had no idea that a tornado hit those Marriotts in Springfield. That said, Marriott is a big fan of building 2-3 properties together on a little mini-campus. Particularly their suburban CY/RI/SHS/FI sites. (I've never seen all four together, but lots of 2's & 3's.)

Kipper: I've absolutely nothing against showing ID when checking in. I just don't like when they change the rate when I check out! You're also probably right about having the ID on file...

If you book your stays online, you'll note that there's a note on the Hilton website, when you select the government/military box that says, "*ID required at check in". They are completely within their rights to ask for your ID at check-in, at every visit. As far as keeping your ID on file, do you really want a copy of your ID floating around the hotel?

Kipper: I've absolutely nothing against showing ID when checking in. I just don't like when they change the rate when I check out! You're also probably right about having the ID on file...

You should verify the rate when you check in each time, and most placed I've stayed, I've been asked to sign/initial by the rate at check-in. At least in PA, the government rate can change at the hotel, based on capacity when the room is booked. I've booked one room at one price, then called back to book another and been given a higher rate, because of capacity. Your situation sounds like the clerk didn't check ID when you arrived, and then, at some point, changed the rate due to lack of ID. Failure on their part to ask for the ID, but they still should have kept the sheet where you initialed by the rate. If they did, and you'd initialed by a higher rate, you said you accepted that rate by initialing by it.

Once I noticed at check in the rate was different to what I'd booked. Showed my confirmation and got the rate changed. It turned out when they upgraded me (based on status) they forgot to keep the rate as originally booked.

If you book your stays online, you'll note that there's a note on the Hilton website, when you select the government/military box that says, "*ID required at check in". They are completely within their rights to ask for your ID at check-in, at every visit. As far as keeping your ID on file, do you really want a copy of your ID floating around the hotel?

kipper you missed the part where the OP said s/he always has the ID on hand, it was the staff that did not ask to see it.

It turned out when they upgraded me (based on status) they forgot to keep the rate as originally booked.

This has happened to me several times at both Hilton and Marriot properties. I always caught it at check-in and provided my confirmation email (which I staple to my air itin, car rental confirmation, and directions - can't be too documented!). The confirmation rate has always been honored.

I simply got into the habit of having my conf letter in my hand as they hand me the check in card to initial and sign.

kipper you missed the part where the OP said s/he always has the ID on hand, it was the staff that did not ask to see it.

No, I didn't miss it, but my point was that even if you have your ID with you, you need to be prepared to show it, and can show it to confirm the rate, even if not asked. Likewise, it was also to ask if the OP wanted a copy of their ID on file at the hotel. Perhaps, in order to guarantee the OP receives the government rate at this hotel, when checking in, the OP should say, "Here's my government ID. I believe you need to see it, per the terms of the government rate I've booked."

No, I didn't miss it, but my point was that even if you have your ID with you, you need to be prepared to show it, and can show it to confirm the rate, even if not asked. Likewise, it was also to ask if the OP wanted a copy of their ID on file at the hotel. Perhaps, in order to guarantee the OP receives the government rate at this hotel, when checking in, the OP should say, "Here's my government ID. I believe you need to see it, per the terms of the government rate I've booked."

I don't agree that the guest needs to pro-actively show the ID (though there's nothing wrong with this) in order to receive the government rate. Most properties don't even ask. The procedure that I've always seen used if the property asks for an ID, is that if the guest fails to provide the ID upon request, the guest is informed that in the absence of ID, the hotel will provide the room, but at the rack rate or the rate of the day. I'm not aware of any property that fails to ask for an ID, and then, without informing the guest, changes the rate to the higher rate. As to the OP, it is difficult to believe the hotel would not have on file the original rate at which the OP reserved the room.

IMO, you are being overly sensitive on this issue.

LOTS of people attempt to book a rate they do not qualify for - state employees, government, AARP, AAA, you name it. And in all cases, the hotels reserve the right to demand proof the guest qualifies. When I book a special rate I am always prepared to show an identification card or a request for service or whatever it takes to prove my (discounted) rate. I actually prefer that to putting more of my data into a database that can be abused by others (inmcluding hotel employees - I have had at least one case where a Hilton hotel employee attempted a bit of identity theft.)

It helps not to personalize these things too much; it's not really about you - it's about those folks who abuse the system, and sometimes about incompetent / newbie clerks. (Another reason I do travel with a copy of my booking - this has helped at least a half-dozen times.)

:)

This is actually my second stay, and I have or plan to have a room booked every week here until end of July. Right now I have reservations until end of this month.


For my first stay they failed to clean my bathroom, which I noticed at 11PM and later at 7AM. I got this apologize from the manager "I would have to surmise that - at least in the bathroom - we failed to adequately prepare your room, and for that I can only apologize."

Given their last response I didn't expect anything more than a correct bill. This is the answer I got:


I really was 'calmed' down with the "I appreciate your patience, apologize for the inconvenience and we will look forward to your next stay".

Maybe you're right and I should contact the Diamond Desk. What do you think? This is really, really annoying and it's two times out of two!

IMO, you are being overly sensitive on this issue.

It helps not to personalize these things too much; it's not really about you - it's about those folks who abuse the system, and sometimes about incompetent / newbie clerks. (Another reason I do travel with a copy of my booking - this has helped at least a half-dozen times.)

:)

I agree, you're making a mountain out of a molehill. People make mistakes, and its not like it cost you anything. The manager apologized for the mixup, so I'm not sure what more you want. I think calling the Diamond Desk here is ridiculous. It was a mistake. Move on! There are much bigger things in life to worry about then having to send an e-mail to verify the proper rate. Sheesh!

I agree, you're making a mountain out of a molehill. People make mistakes, and its not like it cost you anything. The manager apologized for the mixup, so I'm not sure what more you want. I think calling the Diamond Desk here is ridiculous. It was a mistake. Move on! There are much bigger things in life to worry about then having to send an e-mail to verify the proper rate. Sheesh!

Whoa; to the extent the quoted post responded to the OP (which it apparently does), this response is way over the top. The OP did not ask for anything, and he didn't suggest going to the Diamond desk. Clearly, the OP was only questioning why the property claimed to have no record of the rate he booked on his reservation. The OP simply asked if others had the same experience. It seems to me that it is a legitimate subject of inquiry and posting here as to why his rate was changed without notification to him, and then the property claimed to have no record of the reserved rate. Indeed, probably a mistake by an untrained or new desk clerk and not a catastrophe, but the type of thing people regularly post here and many of us find of interest. Cetainly not worthy of a flame.

I travel on federal government grant money for business all the time. This allows me to book the government rate ...but technically I have no government ID. Which means I can legally book that rate (and show travel papers), but the hotel doesn't have to honor it.

I should say, though, that I've been asked for ID a total of two times in the past 3 years, and both times I was able to explain why I should get that rate.

I, think, however, that the state rate is less than the fed gov't rate, so maybe their more strict.

I don't agree that the guest needs to pro-actively show the ID (though there's nothing wrong with this) in order to receive the government rate. Most properties don't even ask. The procedure that I've always seen used if the property asks for an ID, is that if the guest fails to provide the ID upon request, the guest is informed that in the absence of ID, the hotel will provide the room, but at the rack rate or the rate of the day. I'm not aware of any property that fails to ask for an ID, and then, without informing the guest, changes the rate to the higher rate. As to the OP, it is difficult to believe the hotel would not have on file the original rate at which the OP reserved the room.

Proactively showing ID eliminates the problem of an employee failing to ask for ID, realizing they goofed, and changing the rate, which would be my guess as to what happened. Proactively showing ID says, "I'm entitled to the rate I booked. Please make sure that is the rate I'm charged," without saying, "Someone changed the rate on me once, so I'm hoping to avoid that."

While the hotel may have the fact that the OP paid for the government rate at one stay previously, some government rates are only for those on official government business, or military traveling on government orders. Perhaps the OP's rate was that sort, and as people have been known to stay at a hotel for business once, then another time for leisure, the hotel hesitated to use his previous stay as confirmation that he was entitled to that rate for his second stay.

We don't know the full situation, because we weren't there, and we don't know the exact terms of the rate the OP booked. I suggested showing ID when checking in, to eliminate the potential issue.