Hilton HHonors - Single v Double - Hampton 100% Guarantee

I booked a double at the LAX Hampton Inn for last night - checked in and was told there were only singles available and that I booked a single anyways. I went back to my car, got my laptop and showed the manager my reservation for a double. He told me there wasn't anything I could do so I inquired about using the Hampton 100% Guarantee. At that point he refused to check me in saying that I wouldn't pay if I did take the room (since I would use the guarantee). An hour later, after getting on the phone with the diamond desk they convinced the manager to let me stay (him in his office in the back and me on my cell phone in the lobby with the Diamond Desk as the go between). But at that point I was so fed up I just got in the car and drove the 150 miles home and skipped my plans for the next day.

(Everything else around LAX was booked solid last night.)

Thoughts? Can they really refuse to check me in if I suggest I might use the Guarantee?

I thought with Hilton family properties, the type of room you booked wasn't guaranteed, based on availability.

Type of room is not guaranteed... your preference is noted.
A room is guaranteed, well sort of. :rolleyes:

Hindsight is 20/20 but would you have not mentioned the 100% guarantee if you had to do it over again and just wait until you checked-out the next morning?

a few yrs ago I had my share of trouble with this place.

Once the AC broke and we sweated like pigs , was told all rooms were sold-out. Upon checking out in the morn I simply told them I wasnt Satisfied being told no other rooms were available and that they wouldnt move me to another Hotel. They at 1st Refused to grant the comped room, was told I had to wait till they had their repair people look at it and let them know it was KOed. AsI was leaving the Hotel I noticed their repair employee hanging out and asked if he was the repairman he asked me why, I told him I hav ea problem in my room. Then once the front desk saw me talking to him the radioed him away from me, too late. Got him to go back to the room with me and he called it in as a broken A/C unit.

The Mgr or maybe hes the owner as well was Oscar.

So what happened to the OP seems like a game Oscar would pull. But I dont completely blame him after all , the OP did say he was gonna get it Comped, so why should anyone let them check-in.

The type of room is not guaranteed.

By bringing it up you pretty much indicated you had no intention of paying for the room anyways.

They are fairly clear:
Your room type preferences will be submitted with your reservation and are subject to hotel availability.

Sorry, I do not buy that: If my confirmation says "bla-bla-room" they can print in the fineprint what they want - I have bougt a "bla-bla-room": The bold print counts. However, the OP made one mistake. Being fed up and getting in the car dricing home is waiving all rights.

Sorry, I do not buy that: If my confirmation says "bla-bla-room" they can print in the fineprint what they want - I have bougt a "bla-bla-room": The bold print counts.

I tend to agree, especially in hotels where the king and two double rates are not the same. If I'm paying $10 more for a king room, I'm expecting to receive a king room.

Mike

I thought with Hilton family properties, the type of room you booked wasn't guaranteed, based on availability.The reservation confirmation e-mail will indicate whether certain aspects of the reserved room are guaranteed or on request, e.g.:


Room Information:

1 Rooms: 2 Adults
Non-Smoking Confirmed
Room Type: TWIN HILTON GUESTROOM

Preferences: Non-Smoking; Away From Elevator; High Floor

Your room type preferences have been submitted with your reservation,
and are subject to hotel availability.
However, the core Room Type itself is not a "preference".

they can print in the fineprint what they want - I have bougt a "bla-bla-room": The bold print counts.

Are you really a lawyer? Hope this works if I ever end up in court.

I tend to agree, especially in hotels where the king and two double rates are not the same. If I'm paying $10 more for a king room, I'm expecting to receive a king room.

Mike

Funny thing is, a few months ago, I booked a 2-queen at a HGI because the rate was about $20/night lower than a 1-king. When I arrived, they asked if I minded being put in a king, I said No. They said something how they appreciated it since they were expecting several families who would need the bed space.

I wanted to ask, then why are you pricing the 1-king higher? Unless I want something specific, I usually book whatever is cheapest, hope for an upgrade, but know I'll at least have that.

The type of room is not guaranteed.

By bringing it up you pretty much indicated you had no intention of paying for the room anyways.

They are fairly clear:
Your room type preferences will be submitted with your reservation and are subject to hotel availability.
---------------------------------

They are clear, but as others have noted they are often times charging MORE for a different room type. When I choose to pay for a feature, I don't think that it is any longer up to the hotel to decide if I get it. They are offering you the ability to pay to KNOW that you'll get a king bed, or double beds or whatever.

I'm not a lawyer but would think that once they start charging different rates that you have very solid ground to stand on in demanding you receive what you've paid for. If they only offered one rate for all king, double, single, twin, etc rooms then I would agree with you that its a preference.

Isn´t posible that a hotel may price like the airlines where they have 10 kind and double rooms for $100 and five king and double rooms for $110? Then once the 10 kings are sould out at $100, it looks like kings are $110 and doubles are $100, but in reality they have kings at $100, they are just sold out.

Are you really a lawyer? Hope this works if I ever end up in court.

... with 15 years of experience.

If Hilton confirms

"Room Type: TWIN HILTON GUESTROOM" or
"Room Type: TWIN HILTON EXECUTIVE GUESTROOM"

they can no longer refer to a "preference" but this is simply the core roomtype you bought, especially a King is quite frequently more expensive compared to two double beds. Imagine ordering a "Convertible" with your car dealer and some fineprint "we might deliver a SUV too". "Convertible" is the thing you bought and you would get mad if the guy delivers a SUV....

I'm not a lawyer but would think that once they start charging different rates that you have very solid ground to stand on in demanding you receive what you've paid for. If they only offered one rate for all king, double, single, twin, etc rooms then I would agree with you that its a preference.

Honestly, that cannot make a difference. The format and the lanugage of the confirmation is always the same:

Room Type: KING HILTON GUESTROOM

And either King means King or King means "a preference". It cannot make a difference if King is 10 bucks more compared to Queen in Hotel A and the same rate in Hotel B. If it were only a "preference" and if the hotel does not meet your preference you could only be entitled to a (partly) refund if King is more expensice.

However: If I choose out of list of roomtypes a certain roomtype I am very confident that this roomtype will be part of the contract.

There are times when making a Hilton reservation that the only option is Room Selected at Check-in.

When I must select this option I assume I will have to take what ever is available. I enter an additional request for my preference in the notes section of the reservation.

When I book and receive confirmation of a King room or Double that is exactly what I would expect to get. The fact that they have a "room selected at check in" option makes a stronger case that other room types are guaranteed when the option is available.

Room Type: ROOM SELECTED AT CHECK IN

Out of curiosity, what's the difference between a "single" and a "double" at the HI LAX? That is, what are the differences in product you'd be getting?

Out of curiosity, what's the difference between a "single" and a "double" at the HI LAX? That is, what are the differences in product you'd be getting?

Ive booked and stayed in a single bed, the room is usually alot smaller in size and somethimes the bathroom as well, sometimes theres just a shower, no bath.

The rooms usually are in an awkward location as well.

I havent seen any offered in a long time, they were mostly in those places that Hilton got rid of with the Exterior corridors.

But I took them since I was traveling alone and the the other rooms were at least $20 more a night.

Now even if Im alone I prefer 2 beds as I can spread all my stuff out on the 1 I wont be sleeping in , better then bending down to the floor all the time.

So as others have said, if a Hotel offered these rooms at a reduced rate yet I still booked a more expensive room I would POed if they tried to stick me with a single Bed when I was paying more then the going rate for that room or even if it was the same price, If I had wanted a single bed I would have booked it.

That said, I wouldnt have said Boo until I was already checked in and went up to the room , no matter what they told me at check-in, so that I could Invoke the 100% Guarantee

Just a good story of Hampton 100% Satisfaction Guarantee:
Last Oct I stayed 2 nights at Hampton SLC North. I selected it because of the Indoor pool.
The pool worked the eve I arrived, but then pump broke and it was not fixed until I left, pool was closed.
When I checked out I told the reception girl that I was disappointed the pool was closed, do they have "Hampton 100% Satisfaction Guarantee".
She said of course, and immediately said: I am going to refund your entire stay.
Only, after she did this, she called the shift manager, who also appologized to me.
To say the truth... I was shocked! especially the the reception girl did the refund without consulting the manager. And I still got the HHonors points.

Just a good story of Hampton 100% Satisfaction Guarantee:.................To say the truth... I was shocked! especially the the reception girl did the refund without consulting the manager. And I still got the HHonors points.

Same thing I experienced and I give HI a lotta credit for giving the FD personnel the authority to do such. This is another reason why my number of HI stays keeps increasing and the Hilton and DT stays is less.

MisterNice

Just a good story of Hampton 100% Satisfaction Guarantee:
(snip).
To say the truth... I was shocked! especially the the reception girl did the refund without consulting the manager. And I still got the HHonors points.

I stayed in a HI near Boston last year. The footrest on a recliner had a smelly brown deposit, poss of dog origin. We complained, after trying to clean it off, and "the maid will come up", they said.
We covered up the chair as it remained offensive.
The maid never did come up. When we left the next day, I said "don't forget to get the maid to clean that chair". They checked, apologised for the failure and tore up the bill.
Wholly unexpected; and yes I too got the points.

Just a good story of Hampton 100% Satisfaction Guarantee:
Last Oct I stayed 2 nights at Hampton SLC North. I selected it because of the Indoor pool.
The pool worked the eve I arrived, but then pump broke and it was not fixed until I left, pool was closed.
When I checked out I told the reception girl that I was disappointed the pool was closed, do they have "Hampton 100% Satisfaction Guarantee".
She said of course, and immediately said: I am going to refund your entire stay.
Only, after she did this, she called the shift manager, who also appologized to me.
To say the truth... I was shocked! especially the the reception girl did the refund without consulting the manager. And I still got the HHonors points.

To be fair , do you think if when you were checking in and said boy, Im beat but I cant wait to change into my trunks and hit the pool. And then you were told 'sorry but the pool went down this afternoon', and you tell them thats OK check me in anyway since Im gonna Invoke the 100% Guarantee, that they ill say Oh OK?

Remember the OP Never checked in and mentioned Invoking the Guarantee, which is far different from Checking In and THEN something happens to make you either Invoke the Guarantee or for them to say on their own the night/s are Comped.

I've had my share of nights Comped due to the Guarantee, Ive also questioned things at times Before actually checking-in and was told something I didnt want to hear, then If I still stayed I couldnt invoke anything, and yes once I was even told that I can stay but there wouldnt be any Compensation forth coming, or although its after Cancellation Time I can find another Hotel w/o incurring any penalties.

thusly if a person wants the Comp dont ask any questions or get into any conversation till after you are Offically Checked-In

OP should not be penalized (being refused check-in is certainly being penalized) for mentioning the guarantee.

Probably not the best to mention it during the check-in, from a negotiating standpoint point, but nonetheless this hotel manager/owner/peon needs his teeth kicked in by Hilton. They publish that guarantee for a reason.

Had the manager managed to scour up a double like the OP booked, he certainly would have paid for it.

There are times when making a Hilton reservation that the only option is Room Selected at Check-in.

When I must select this option I assume I will have to take what ever is available. I enter an additional request for my preference in the notes section of the reservation.

When I book and receive confirmation of a King room or Double that is exactly what I would expect to get. The fact that they have a "room selected at check in" option makes a stronger case that other room types are guaranteed when the option is available.

Room Type: ROOM SELECTED AT CHECK IN

agree- "ROOM SELECTED AT CHECK IN" take your chances but if KING is stated anywhere they must provide min King bed as reserved or King in an upgrade

OP should not be penalized (being refused check-in is certainly being penalized) for mentioning the guarantee. Probably not the best to mention it during the check-in, from a negotiating standpoint point, but nonetheless this hotel manager/owner/peon needs his teeth kicked in by Hilton. They publish that guarantee for a reason. Had the manager managed to scour up a double like the OP booked, he certainly would have paid for it.

The OP cant claim the guarantee as he was never a guest. The FD guy was correct in this instance. As for doubles or singles or whatever I get the room I specified about 90+% of the time. Getting in late at night one has far less choices and a couple of times I have been walked trying to check in after 10 PM. Of course I was pissed but sometimes bad things happen.

MisterNice

The OP cant claim the guarantee as he was never a guest. The FD guy was correct in this instance. As for doubles or singles or whatever I get the room I specified about 90+% of the time. Getting in late at night one has far less choices and a couple of times I have been walked trying to check in after 10 PM. Of course I was pissed but sometimes bad things happen.

MisterNice

How is 'Being Walked' a bad thing??? Id LOVE it if I can score a Walk, you dont pay for the night at either Hotel and score the Credit and Pts as if you stayed at the Hilton prop.

to me a Walk is no different then a Bump off a flight, etc we cant volunteer for Walks

How is 'Being Walked' a bad thing??? Id LOVE it if I can score a Walk, you dont pay for the night at either Hotel and score the Credit and Pts as if you stayed at the Hilton prop. to me a Walk is no different then a Bump off a flight, etc we cant volunteer for Walks

Being walked at 1100 PM or later after traveling for 16 hours it is an minimum of an hour long event and 2 hours less sleep. If it happens at 400 PM to 800 PM I may agree with you.

MisterNice