Originally Posted by
BelmontRef
So when you're told you're getting something extra but really aren't, I must remain silent because it isn't a published benefit? Not everyone knows all the program rules the way you apparently do. But as I've been upgraded at Hampton Inns before, it didn't seem strange to get an email saying I'd been upgraded. I guess the "complaint" is them giving me the false expectation of something more than was already included. And yes, with more research, it is a room type upgrade (sofa bed rather than chaise) but my eyes picked up on the "Drinks-Snacks" part of the description rather than the "Sofabed" part.
I interpret that to be the room with a "snack tray" which I've seen at some other Hilton properties. Full service. Usually it'll be some bottled water, maybe a can of diet coke, a granola bar, a small bag of peanuts. Basically about $3 of products you probably wouldn't have bought yourself... nothing to get excited about.
This property must be trying to monitor who is given snacks and is coding people who get the snacks into the room type to ensure the snacks are given to those customers and not to others. I have never seen this done before. And maybe this isn't the reason.
When you called them did you ask about if you could have a suite upgrade as a diamond?
I've had many suite upgrades at Hampton properties. I know it isn't a published benefit but it absolutely happens. Assuming the Hampton you are staying at even HAS suites.
I think Hilton established this rate category to compete with the Kimpton "raid the fridge" benefit.
So in technical terms is this a service failure? I don't think so. Is it misuse of the "room type" code from what this code was intended to represent? I'd say yes.