Dear aww3583

Apologies if below comes across as unsympathetic, and though i feel for you, I can't see any right to any compenation from first hotel or either first hotel or Hilton Corporate giving up $600, also first hotel denying $600 as going to other costly hotel was your choice.
Your best chance may be to push Hilton Honours Customer Services for a service recovery, BMG certificate for that brand

A crib in room is not part of your booking confirmation so is something you later communicate to hotel which you did. As it is not a contractual part of your confirmed booking hotel is not liable for not providing a crib.

Aircon wise, hotel was moving you to another room supposedly with working aircon, which you refused and never saw, so technically hotel could refuse to refund the nights 60k too.

Hotel refunded your booking in full, the points you paid, which is more than they needed to do. Dont understand if you asked for refund on checkout or failed to and involved Hilton Desk later.
If you'd paid cash it would have been a money refund. It is not the hotels fault you chose a costly $600 alternative hotel not bookable on points.

Unfortunately hotel saying yes you have a crib is never a guarantee, it just means the hotel has a supply for arriving guests, and as you alas discovered, given out on first come first served basis.

Ideally hotel should hae pre-allocated your room and placed crib there if hotel crib supply exceeded pre-ordered crib rooms, and if insufficient borrowed froma sister hotel. Arriving late 8-9pm wil always risk any in-room extras getting 'stolen' by guests arriving earlier

Whether the mentioned large group was pre-booked, or a last minute booking or walkup, no hotel is going to lose the multi-room large group by denying crib(s) to the group versus denying crib to your 1-room booking.

You may have had no option but to arrive so late, but as you just found out to your cost, checking in so late means you lose the requested extra 'a crib' and lack the patience and/or confidence in hotel staff that late at night to stay and wait for a crib to be borrowed.


However try reaching out to HH again, email Customer Services about how frustrating it is, if as a loyal Hilton Diamond Elite, and a family with a young child that you can no longer trust and rely on their Hiltons franchises/hotels to honour the absolutely necessary prebooked and confirmed crib.

State you believe hotel deliberatey chose to let you down as a 1-room booking so as not to lose are out on a large multi-room booking that suddenly needed non-prebooked-crib, and thus due to hotels actions you are out of pocket by us$600 as no points availability at second hotel.

Say you feel very strongly that compensation of some sort is defintely due for this hotel night as expense was only caused by first hotels incompetence and attitude, and ask that Hotel/Hilton either refund you $600 OR HH provide a BMG (be My Guest) certificate for a future stay at the brand.

(NB .. BMG can be used to book a night, at any rate, AND hotel that caused BMG recovery to be issued then gets billed !.. ie Use for a pricey night)

note:- No way will Hilton Corporate pay you $600 from own pocket, and it s highly unlikely first hotel will give you anymore than refund of nights 60k points, let alone $600.
But HH can provide a BMG which you can use at any hotel in same chain, just like cash, to pay for one night (basic room only paid for) BUT for any amount room goes for on that night. HH is initially charged for that BMG night and HH then back charges to the first hotel the full amount of the BMG stay.