Originally Posted by
loomis
...giving an unwarranted 100% satisfaction guarantee refund!!
You make an interesting assertion. What exactly does "100% satisfaction" mean? The OP didn't get the room type wanted, but it looks like the OP may have inadvertently reserved the wrong room type. But the initial outcome was not one of 100% satisfaction either (even if the fault lies at least partially with yourself.)
There are things Hilton could do to possibly reduce the chances of this type of misunderstanding. For example, any time someone chooses some different from their profile, the system could ask to verify the choice.
I'm not trying to say Hilton must do that, only that there are ways they could reduce potential errors or situations where less than 100% satisfaction might occur by their customers. They offered a 100% Guarantee, that is a pretty wide umbrella to throw out then want to argue with customers that they should be 100% Satisfied when things didn't go the way the customer wanted.
This is the type of situation a company has to deal with if they want to offer this type of blanket guarantee.