Originally Posted by
sllabout
I really appreciate the responses with helpful information (like the posting of Hilton’s walk policy).
Re: other comments:
I didn't reach Diamond status by “not traveling a lot”. I also have lifetime
Gold status at Marriott and multiple other hotel loyalty programs that I use. I’ve been an AA Explat for a decade.
The rest of the the story is that I made the reservation through Hilton's central reservation line, and the reservation was not even made until close to midnight just after my flight was canceled. I went directly to the hotel after making the reservation.
Again, thanks to those with helpful comments.
Okay, I hear You. I have suffered this as well, if I understand correctly. I made a late booking once via reservations, go to hotel to be told no room. There is a lag between You booking and it hitting the system, or indeed someone at the hotel was making reservation at same time, took last room, and your booking seems to go through but never does.
2nd point having worked for Hilton. They never walk Diamonds unless real emergency regardless of arrival time. It is a hidden benefit that Diamond will not be walked. In your case You had confirmed res with res number I would assume. The hotel had a duty of care to find You another hotel and provide transport even if it was in the city far away for example. You could refuse this but at least have an option.
As someone else said the hotel failed in this case, I would email the diamond desk and ensure the hotel knows it’s duty.