First, a few things I learned as a result of asking general questions. They were: Do I have a reservation? What is the rate? Can you please confirm that with the hotel? And, Is that the code for an award stay or a promotion in conjunction with some special coupon or travel package?

This information was obviously given by Hilton after an incident I witnessed, so consider the source. First, the property in Mexico uploaded the rate to Travelocity & Hilton for the web booking. Hilton.com did not generate the rate.

Apparenlty, what we think of as "Hilton" has a strict policy with franchises to insure that the information it provides on its rates & specials is accurate before transmitting it because of liability issues for valid rates. (Whatever that means) "Hilton" does not edit the information from the individual properties because they have agreed to insure it is correct prior to sending & must contact them (through some special/specific process) if it is in error. Apparently, the hotel has been aware of the rate & did not request Hilton remove it from its website or Travelocity's. It was only after calling the 800# that Hilton suspected there was a problem & then tried to contact the MEX property directly.

I was TOLD that the hotel manager in Mexico was "uncooperative" with Hilton when it tried to confirm the validity of the rate so that it could be changed on both Hilton.com & Travelocity or allow folks to continue making the bookings.

The agent I initially asked about my reservation actually had me on the line while they called the property. (note to grammar freaks, I am purposely using "they" instead of the correct gender pronoun so I don't embarrass or call attention to any specific person by reference)

The person who answered would not even put the Hilton agent through to the hotel manager & was VERY nasty. (I didn't say a word, just sat there a listening) Bad move for the agent, because they knew I was listening to them being dismissed, yelled at & ignored by a property employee. THAT is when the agent got ticked & decided to flag my reservation to a supervisor for intervention. And, they did intervene!!!

As it turns out they have done this before with the $0 rate & other REALLY REALLY cheap rates. Guests would call the hotel directly & be told the room was confirmed at whatever was on the screen when they booked ($35/25/$0/whatever) only to find at check in or at CHECK OUT that their rate was "now" $200 a night or something like that. A good ole fashioned bait & switch.

So, guess who got the scathing letters & angry calls when they got back home? Hilton guest services. As a result, they've had to compensate guests as best they could & loose future revenue. Not good PR for Hilton. (right in line for DL though)):

But, I digress. There's been a lot of talk about people on this board taking advantage of some "poor clerk's" mistake. Based solely on what I was told from Hilton, I don't think that applies anymore. Now, as I have no personal first hand knowledge of what has happened in the past, I'm not swearing to it. Only sharing what I was told.

I also think that if the agent hadn't been treated so horribly by an affiliate in my presence, nothing would've come of it. Perhaps they just wanted to save face with me since I was listening to the entire exchange & didn't want me to think this is how Hilton handles its business normally. Who knows.

So, if folks really want to stay there & haven't had the "pleasure" of listening in on the 3 way from hell, your rate will be reduced from the $179 that was manually added to your reservation by the property sometime last week, to $99 before you check in. But, you must call for the adjustment. I believe they are willing to fax confirmation of that rate to you on property letter head if requested. I'm not sure.

So, that's my story. I didn't demand anything. I didn't threaten anyone. I didn't get indignant or rant about poor service or faulty online booking information. I just asked 4 questions & then got a front row seat at a VERY NASTY exchange between "Hilton" employees over a reservation & who had authority to check what. (It was pretty bad & I was very embarrassed for my agent)

And, I thank the Trekie from Toronto for the kind words!