To provide an update. I called the hotel three times today, followed the phone tree to reservations, and the line disconnected every time. I called, as well as chatted with Hilton, and they have also not been able to reach the hotel. One rep tried three times, one rep twice. I assume they are calling the same number, and the same thing is happening. Close to 10 total attempts to reach the property directly over about a day. Hilton says they have noted the reservation to have them give us the room back, but there's no way to know without being there, they say, as the property has to make the change.
Cancellation window closed last night at midnight, so I'm stuck with just hoping the front desk can sort it out. Otherwise, I guess maybe I will try for compensation after the trip if the room doesn't work out. The inability to contact the hotel is unacceptable, and the new room is really a downgrade for how we need to use the room.
Originally Posted by
aww3583
Would not wait til I get to the front desk. Too many what ifs. There could be none of your desired room type available, travel issues, etc. Handle now while time is on your side.
Time is not on my side, as this "upgrade" happened about 8 hours before the cancellation window closed. It has since passed.
Originally Posted by
MichaelA380
I
You are not painting a very positive picture of yourself with this to be honest ... In a destination like this, which is as touristic and as international as it could get, invoking the language barrier as an excuse is not serious. I mean, even in France, where they refuse to speak English, even though they fully understand what you are saying, I have had no issues managing much more complex issues than an undesired room upgrade. After all, if you are that risk averse and cannot resolve the situation to your complete satisfaction, just cancel the booking and choose an alternative hotel to stay in.
I personally have never had a problem at an AIs, probably close to 10 or so trips to them between the Dominican and Mexico, but I have seen plenty of other people have issues. A/C not working in their room, incorrect room, etc. Very rarely has it been an easy situation, from what I have seen. You know, the typical person who is lingering around the front desk waiting for someone, or the couple you make friends with during your trip tells you their story. I have never been to a Hilton AI, so hopefully it will be better, but I shouldn't have said it was a language barrier thing, more of an observation from past trips.
As to your risk averse comment, this situation arose less than 10 hours prior to the cancellation window, and multiple attempts to reach the hotel have failed. That was essentially not an option. I don't want to take two children under 4 on a four hour flight to Mexico, only to have to sit in the dark silence for 2 hours every afternoon while they are napping. I wouldn't call that risk averse.
Originally Posted by
TravelinSperry
What hotel? Get the email and email the FD.
Hilton Cancun Mar Caribe. If you could point me to where to find their email, it'd be great. I scanned their whole website and only found phone number and address.
