I initially booked a specific room type and received a confirmation email reflecting that reservation. Shortly thereafter, upon reviewing my booking, I discovered that the room type had been changed without my authorization. When I contacted the resort, I was informed that the property was fully booked, that I would be placed on a waitlist, and that my preferences had been noted.

Over the course of the next nine months, I gave the resort ample opportunity to correct the error. I followed up periodically and even offered to pay for an upgraded room. Despite these efforts, I received only generic responses, with no acknowledgment of the hotel’s mistake or meaningful attempt to resolve the situation.

Ultimately, just days before my arrival, I escalated the matter to corporate. Corporate responded immediately, reviewed my confirmation emails and correspondence, and issued an apology. Shortly thereafter, the hotel emailed to confirm that my original reservation had been restored, though no apology or explanation was provided.

Finally, at the time of my original booking, my dates of stay did not include a festive supplement, nor was there any indication that restaurant access would be restricted—factors that directly influenced my decision to book those dates. When the hotel later revised my reservation, a festive supplement totaling approximately $4,500 was added without my knowledge or consent.

Although I was ultimately able to have these charges removed, I was then informed that all on-property restaurants would be closed during my stay and that in-room dining would be the only available option. This experience was disappointing and inconsistent with the standards one would expect from a flagship Hilton luxury property.