NJ David... This might be worth writing Inside Flyer about (or talking to Randy Wednesday night on TalkCity if you are up then.) But I'll try my analysis:
It seems very strange that Hilton would CONFIRM your upgrade and then not give it to you. Did they explain why they took it away? The bigger question: did you get any
reservation confirmation that that upgrade
was going to be honored (When I make reservations over the phone, I ask for the hotel to mail me a written confirmation. The
more documentation the better.) DO you have any paperwork that says UP on it? Then they
owe you the upgrade!
I did not know that Hilton sells upgrade certificates (usually get mine complentary or
the upgrade certificates I get from Optima or
Hilton themselves.)
They should honor teh upgrade request or give you your money back.
Before Faxing I would give the Hilton Service
Center a call (it's NOT toll free, one issue
I have with Hilton) and talk to a LIVE Person
before faxing. Get the name and ask them to check into the reservation. (they should have
it in their computer bank.)
Then fax them the documentation. You should
ask for the upgrades back (in money or if you want in HHonors points.)
Hope this helps. Maybe someone else can explain it better! Good Luck and let us know the outcome! CATMAN