Originally Posted by
whimsey21
I have a points booking the week after you (2 rooms for 5 nights) and also saw the change in opening date this week. I’ve corresponded with Hilton (via a contact provided by William) and asked if they could transfer my booking to one of the nearby properties (Doubletree or Aleph). They have told me that they are unwilling to do that since neither property has standard rooms on the points rate available for booking. I’m pretty annoyed- i didn’t realize the property wasn’t a functional Hilton when I booked (the app didn’t show that fact anywhere) and had I known I would have booked the Doubletree, which was actually at a lower points rate. Given that we’re a month out from travel during a very busy time, it isn’t a surprise that the other properties aren’t offering standard rooms on points anymore. I’m surprised that Hilton corporate isn’t willing to stand by the booking. I’m glad at least that I (and Axtrav) noticed the change in opening and didn’t discover it a week before my trip (Hilton has not notified me that the hotel opening delayed and the app still shows the booking as if it is active.
I am so sorry to hear you are having a similar experience. This is really frustrating. And I agree. You and I are the ones being proactive about this. How many others are going to show up to bookings that are not honored.
This is really disappointing service from the Hilton brand. Neither of us are looking for something for nothing. We just want help from a brand we have been loyal to with our travel (legit Diamond, not matched). I understand hoteliers are often independent, flagged, or franchised.
But it still stands that we both have confirmed bookings that will not be honored by the hotel and the brand we booked them with is essentially saying tough luck.
Not: let's figure this out
Not : let's find a way to help
Not: thanks for bringing this to our attention
Not: lets be creative with the Doubletree or Aleph.
Just: tough luck
Do they have to help us? I dunno
Could Hilton help? Of course they could.
This is a choice by Hilton to stand behind their product. Mistakes happen. Delays happen. So let's find a way through this.
I expect behavior like this from one off airbnb proprietors.
But a global brand? They can do better than "tough luck" and I would be willing to work with them to figure it out.