I booked three (3) nights at this property via the web. The
Romandce Pkg rate was $55/night and advertised that it
included a box of chocolate and a coupon for (free) dinner
at the Texas Land & Cattle Co. What a deal! I'll drive a few
extra miles to save on business expenses.

I checked-in this afternoon; and nothing was mentioned
regarding this coupon or chocolate, so I inquried.

Front desk said (I'm paraphrasing), "the pkg-rate on the
Hilton website was a mistake by Hilton corp; this property
had nothing to do with Hilton's mistake. We will honor the
quoted rate, but not the package. If you don't like, I guess
you should call Hilton. Uh, aren't you forgetting something?
"What?" The apology. "I just told you it wasn't our mistake
to apologize for. It's Hilton's mistake. Call Hilton for an apology."

Whoa. I sauntered away. No harsh words were exchanged. No
elevated adrenaline. No increased volume on anyone's part. At
least they were honoring the rate ...

I called the Diamond Desk and got the brush off ... saying that
the pkg never existed ... inspite of the hotel acknowledging
that it did exist and that quite a few customers were misled.

No attempt to verify the problem with the front desk. No attmept
to correct the problem. No email. No phone call. Just erase this
little rate-resv embarrasment and hope that the customer never
asks ... and for those that do ask, simply blame someone else or
deny, deny, deny.

Attn: Hilton

You've got a problem with:

- Web reservation process for handling corrections/exceptions.

- A customer service bruise in Grand Prairie

- The Diamond Desk ... I would have expected that they at least
*try* to follow-up with the front desk clerk (who acknowledged
the snafu with a kiss-off.)

-doug