FlyerTalk Forums - View Single Post - Rate changed by Hilton from « All Inclusive » to « breakfast »
Old Aug 5, 2024 | 12:55 am
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FlyingYan
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15 Years on Site
 
Join Date: Dec 2008
Location: Kuala Lumpur, Malaysia
Programs: BA Gold, TK*G, Flying Blue Gold, MH Enrich Platinum, Hilton Diamond, Marriott Platinum
Posts: 180
Rate changed by Hilton from « All Inclusive » to « breakfast »

I'm looking for some advice and opinions on a booking issue I encountered with the SLH hotel Sundy Praia, which I reserved through Hilton.com. Here's what happened:

I booked a 6-night stay in September at a rate of about EUR 900 per night, which was listed as "All Inclusive." Given my travel experience, I understand "All Inclusive" usually means lodging, unlimited food and drink, and recreational activities are included in the price.

After booking, I contacted the hotel to confirm the inclusions. To my surprise, they informed me that "all inclusive" only meant that all taxes were included, and that the rate only covers breakfast. Following this, the hotel contacted Hilton and my booking was updated to show "Includes breakfast" instead of "All inclusive."

Hilton made this change without notifying me. I feel cheated by what seems to be false advertising, and I'm frustrated that they unilaterally altered my booking details without any discussion. I believe my original booking should be honored as "All Inclusive."

I contacted Hilton's guest assistance email, but the response was confusing and unhelpful, merely directing me to call the reservation line.

What do you all think about this situation? What steps should I take next to resolve this issue? Any similar experiences or advice would be greatly appreciated!
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