Hilton HHonors - Any compensation if you booked exec.floor in Hilton but downgraded at checkin ?

I see this happens to me more often and often.

I had a stayed at Hilton Financial District SF, booked exec. floor smoking. When I arrived, found out no smoking room in exec. floor, only 7th floor is smoking floor, don't understand why is it on Hilton website would show smoking in exec. floor in the first place, not sure if it is some glitch or a rip off ?

I asked at checkin would I get any exec.floor amenities like the body wash and turn down, was told no. Then I asked again at check out if I would get refund the diffference between exec.floor room and regular room, was told no again, no offer extra points either as I got downgraded. The agent just said I was paying a cheaper rate already, so no fund. Regardless a cheaper rate or not, at the time of booking, it is still more expensive than the rate for regular room. Basically gold and diamond would get the same perks even at a regular room, breakfast certs, bar bites certs, and bottle of water.

Any one have the same experience or if I should persue more for the downgrade ?

As a smoker I can sympathize. However, just stay in a NS room. Smoking rooms smell awful !!

You should get a cash refund for the difference in cost

I really dont believe most hotels really dont guarantee you actually get to stay in a smoking or non-smoking room, only you prefer to. Most hotels in the US are switching to non-smoking only for the obvious reasons. Many hotel websites are hopelessly out of date. Neverless you should get the normal HH goodies and a free drink or two for their misdirection.

MisterNice

I had the (obviously wrong) belief that smoking is banned in California hotels...

As a smoker I can sympathize. However, just stay in a NS room. Smoking rooms smell awful !!

You should get a cash refund for the difference in cost

Well actually at the time I checkin there are no NS exec.floor room available at all. The smoking room I got is the only room available.

I'd expect AT LEAST the refund in the rate difference at the time of booking, and I'd escalate until I received it... front deck manager, shift manager, general manager, corporate, all the way up to an executive if necessary. As for anything else that gets thrown your way, that's gravy... I'd even ask for whatever you have in mind as appropriate at each step you have to escalate until it's resolved to your satisfaction. If all you ever get is the rate difference refund, that's fine... if you happen to get something else you ask for, that's great too. If you never get the rate difference refunded, I'd dispute it with your credit card using your checkout folio (showing the room type stayed in) along with your original booking confirmation (showing the room type booked) as supporting documentation.

Guess I should just send a mail to gold@hilton.com for the dispute then.

If the web site at booking shows there are such animals as Exec rooms , smoking, and you are told that is't true when you get there I would fight this all the way.

is often noI'd expect AT LEAST the refund in the rate difference at the time of booking, and I'd escalate until I received it... front deck manager, shift manager, general manager, corporate, all the way up to an executive if necessary. As for anything else that gets thrown your way, that's gravy... I'd even ask for whatever you have in mind as appropriate at each step you have to escalate until it's resolved to your satisfaction. If all you ever get is the rate difference refund, that's fine... if you happen to get something else you ask for, that's great too. If you never get the rate difference refunded, I'd dispute it with your credit card using your checkout folio (showing the room type stayed in) along with your original booking confirmation (showing the room type booked) as supporting documentation.

Guess I should just send a mail to gold@hilton.com for the dispute then.

That might be the easiest, but I'd give someone higher up at the property the chance to take care of it first. I'd call during normal business hours and ask to speak to the GM. Tell him/her your situation and what you would like done. If he is unwilling to take care of it, then I'd contact Hilton corporate. You can also try flyertalk@hilton.com as an email contact, along with gold@hilton.com.

Hilton.com is hopelessly outdated when it comes to availability of smoking rooms. I have reserved smoking rooms at the Times Square Hilton and JFK HGI and found that they were non-smoking hotels when I checked-in. In the case of the JFK Hilton Garden Inn, I did echeck-in the day before and was even offered smoking rooms. After my stay, I received an email from the Manager inquiring about my stay and I expressed my disappointment about the lack of notice of the no smoking situation. He very graciously refunded half of my folio and promised that he would get the undated information onto hilton.com.

Hilton.com is hopelessly outdated when it comes to availability of smoking rooms. I have reserved smoking rooms at the Times Square Hilton and JFK HGI and found that they were non-smoking hotels when I checked-in. In the case of the JFK Hilton Garden Inn, I did echeck-in the day before and was even offered smoking rooms. After my stay, I received an email from the Manager inquiring about my stay and I expressed my disappointment about the lack of notice of the no smoking situation. He very graciously refunded half of my folio and promised that he would get the undated information onto hilton.com.

The individual hotel sites usually state whether or not the hotel is non-smoking. I've seen numerous property descriptions that state in red "This hotel is 100% Non-Smoking" and then go to pick a room and am given a smoking option.

I'd expect AT LEAST the refund in the rate difference at the time of booking, and I'd escalate until I received it... front deck manager, shift manager, general manager, corporate, all the way up to an executive if necessary. As for anything else that gets thrown your way, that's gravy... I'd even ask for whatever you have in mind as appropriate at each step you have to escalate until it's resolved to your satisfaction. If all you ever get is the rate difference refund, that's fine... if you happen to get something else you ask for, that's great too. If you never get the rate difference refunded, I'd dispute it with your credit card using your checkout folio (showing the room type stayed in) along with your original booking confirmation (showing the room type booked) as supporting documentation. I would expect at least the rate difference at the counter if I have to jump through all these hoops I would expect more. I booked a suite once at a Hampton inn, the suite ended up being taken and used as a conference room, at initial checkin was told this is what I booked etc. Room was about 40 bucks more a night. Mngr was not around finally I after jumping through all the hoops like you mentioned they refunded me the entire room yes Hampton inn has 100% satisfaction, but Hilton is not that much different in a case like this. Mine was only one night so for a week that may be extreme, but half would be fair.

I had this happen at the HG Lewisville TX, booked a smoking suite and then at check in told all suites are non smoking, got charged the lower rate but I had to ask them for it.

One time it is a mistake but when some hotels let their websites be misleading after knowing it becomes a scam.

I think the Hilton Oakland also sells executive smoking rooms, their is no lounge and I am not sure if there is even a non smoking executive floor.

They say they are executive style rooms, more like a motel six if you ask me.

I wouldn't bother jumping through all those hoops in a situation like this. (Sure, there ARE some situations where you should jump through hoops, but not this one.)

Just dispute it with your credit card company. Tell them you got a lesser room than you booked (show evidence of price difference, if possible) and ask for a credit for the difference.

That way, 1) the charge (or the disputed portion of it) is suspended and you don't have to pay it until the problem is resolved (or maybe never) and
2) the hotel is under pressure to respond to the dispute within a certain time and oftentimes they just don't bother to respond -- so you win by default.

Good luck!

P.S.: Many (most?) credit card companies allow you to file a dispute online these days -- so no need for a phone call or letter. Just file the dispute, stating your reasons clearly and succinctly, and be done with it.

ok, sent an email to gold@hilton.com, and got this reply back tonight. I can't believe there is nowhere mention about refund the difference or give me some points as compensation. (there are other room issues, lack of mouthwash, bodywash, no glasses) :td::td::td:

Dear Mr. ORDnHKG,

Thank you for choosing Hilton San Francisco Financial District. We hope you had safe travels back in Illinois.

We recently received your feedback regarding your previous stay with us and it disappoints me to hear that you did not receive the room you originally booked and not having the amenities you had requested. We are addressing the situation and we sincerely apologize for the inconvenience this may have caused your stay.

Please do give us a chance to show you how wonderful our hotel is. On your next visit in our lovely city, please do not hesitate to contact us and we would be more than happy to make special arrangements for you and make sure it is a memorable stay.

We thank you for your time and patience and hope to hear from you soon.

At your service,

Daphne Siocheng | Guest Relations Manager - I care, Hilton cares
Hilton San Francisco Financial District - Fresh. Urban. Central.
750 Kearny Street, San Francisco, California, 94108
Direct: 415.433.6600
Fax: 415.765.7891
Daphne.Siocheng@Hilton.com
sanfranciscohiltonhotel.com

ok, sent an email to gold@hilton.com, and got this reply back tonight. I can't believe there is nowhere mention about refund the difference or give me some points as compensation. (there are other room issues, lack of mouthwash, bodywash, no glasses)

Dear Mr. ORDnHKG,

Thank you for choosing Hilton San Francisco Financial District. We hope you had safe travels back in Illinois.

We recently received your feedback regarding your previous stay with us and it disappoints me to hear that you did not receive the room you originally booked and not having the amenities you had requested. We are addressing the situation and we sincerely apologize for the inconvenience this may have caused your stay.

Please do give us a chance to show you how wonderful our hotel is. On your next visit in our lovely city, please do not hesitate to contact us and we would be more than happy to make special arrangements for you and make sure it is a memorable stay.

We thank you for your time and patience and hope to hear from you soon.

At your service,

Daphne Siocheng | Guest Relations Manager - I care, Hilton cares
Hilton San Francisco Financial District - Fresh. Urban. Central.
750 Kearny Street, San Francisco, California, 94108
Direct: 415.433.6600
Fax: 415.765.7891
Daphne.Siocheng@Hilton.com
sanfranciscohiltonhotel.com

In other words- ...ABBREVIATED EXPLETIVE DELETED BY MODERATOR

So you sent an email to gold@hilton, they contacted the hotel, and the hotel gave you some lame sorry email. I'd call the manager directly and see what they can do. Then call the Gold line.

ok, sent an email to gold@hilton.com, and got this reply back tonight. I can't believe there is nowhere mention about refund the difference or give me some points as compensation. (there are other room issues, lack of mouthwash, bodywash, no glasses) :td::td::td:

Dear Mr. ORDnHKG,

Thank you for choosing Hilton San Francisco Financial District. We hope you had safe travels back in Illinois.

We recently received your feedback regarding your previous stay with us and it disappoints me to hear that you did not receive the room you originally booked and not having the amenities you had requested. We are addressing the situation and we sincerely apologize for the inconvenience this may have caused your stay.

Please do give us a chance to show you how wonderful our hotel is. On your next visit in our lovely city, please do not hesitate to contact us and we would be more than happy to make special arrangements for you and make sure it is a memorable stay.

We thank you for your time and patience and hope to hear from you soon.

At your service,

Daphne Siocheng | Guest Relations Manager - I care, Hilton cares
Hilton San Francisco Financial District - Fresh. Urban. Central.
750 Kearny Street, San Francisco, California, 94108
Direct: 415.433.6600
Fax: 415.765.7891
Daphne.Siocheng@Hilton.com
sanfranciscohiltonhotel.com

Note to self: Don't stay at this Hilton ever. What a b.s.

You can also get the BBB involved ... this might help.

flyertalk@hilton.com can't help?

OK, I don't want to sound like a broken record or belabor the obvious, but let me quote myself from an earlier post:

I wouldn't bother jumping through all those hoops in a situation like this. (Sure, there ARE some situations where you should jump through hoops, but not this one.)

Just dispute it with your credit card company. Tell them you got a lesser room than you booked (show evidence of price difference, if possible) and ask for a credit for the difference.

That way, 1) the charge (or the disputed portion of it) is suspended and you don't have to pay it until the problem is resolved (or maybe never) and
2) the hotel is under pressure to respond to the dispute within a certain time and oftentimes they just don't bother to respond -- so you win by default.

Good luck!

P.S.: Many (most?) credit card companies allow you to file a dispute online these days -- so no need for a phone call or letter. Just file the dispute, stating your reasons clearly and succinctly, and be done with it.

Why waste so much time chasing after Hilton -- especially when it's really only a partial refund that you want? They have your money; if you want some of it back, the credit card dispute method is the most efficient way to go. (I realize that this may not apply in some countries, but I'm assuming that the OP has a US credit card.) I have, over the years (most recently about six months ago), used this method myself when an overcharge of one kind or another occurred on a hotel bill, and I have ALWAYS been successful.

Why waste so much time chasing after Hilton -- especially when it's really only a partial refund that you want? They have your money; if you want some of it back, the credit card dispute method is the most efficient way to go. (I realize that this may not apply in some countries, but I'm assuming that the OP has a US credit card.) I have, over the years (most recently about six months ago), used this method myself when an overcharge of one kind or another occurred on a hotel bill, and I have ALWAYS been successful.

Unlike in other cases, I fully agree. This is not the "I did not get my newspaper" or "The bed was too hard" case. You bought something, you paid for something and they did not deliver and overcharged.