Originally Posted by dnrmil

I am currently diamond with Hilton and have been at this level off and on for the last 10 years. Also have lifetime Platinum with Marriott so a fair amount of business travel under my belt.

On March 10 I booked a room at an airport Hampton Inn for a stay on May 10, so definitely booked in advance for a known conference. I have an early flight out and co-worker is staying at Fairfield next door, we are carpooling. I received a phone call from the HI this week notifying me that they are over booked and they will be cancelling my reservation and offered me a room at a HI 20 miles away!!! I told them absolutely not, this was not acceptable and they were not to cancel my reservation that I made 2 months in advance. They insisted it was a "system error" and that they were indeed going to cancel my reservation. I asked to speak to a supervisor and they also insisted that they absolutely needed to cancel my reservation due to the overbooking. I asked why they wanted to cancel a Diamond member and create some bad feelings and they didn't seem to care. I have never used the "don't you know who I am" argument before but I was stunned that they didn't give it any consideration at all?

I called and e-mailed the diamond desk and also received absolutely no assistance, their only suggestion was that I talk with the property and notify them that I am diamond??? Regardless, Hilton assistance was zero in this instance.

While I have managed to book myself at another airport property I'm still very shocked by the treatment from Hilton. I've never encountered this in all my years of travel. Have I just been lucky and these types of things happen even at the higher level of customer priority? I'm wondering where I should direct my loyalty in the future if I have to worry about my reservations being pulled out from under me a week or 2 before travel? I've always had a sense of comfort that my confirmed reservations meant something?