More Diamond complaint issues
#1
Original Poster
Join Date: Feb 2001
Location: Nashville, TN
Programs: Southwest, Hilton
Posts: 896
More Diamond complaint issues
We have been Diamond members a long time. Last night I made a reservation for the San Diego Hilton. My husband needed to get back one night earlier. The reservation rep said that the rate would go up for all the nights if he left one day earlier. No one is helping me. This is the third issue that I have had in the past three Hilton stays. What is wrong? Diamond means nothing anymore to Hilton? Did someone buy them out. Should I switch to SPG instead. Thanks.
#3
Original Poster
Join Date: Feb 2001
Location: Nashville, TN
Programs: Southwest, Hilton
Posts: 896
It's like this. I buy 5 oranges for five dollars and return one and they give me a dollar back. Instead, I return the orange and they want two dollars to take it back. That does not make any sense to me. This has never happened to me.
#4
Join Date: Jan 2010
Location: Boston, MA
Programs: DL Diamond, HHonors Diamond, National Executive Elite
Posts: 2,375
Any change to the arrival date, departure date or room type of this reservation is subject to the hotel's availability at the time the change is requested and may result in a possible rate change or an additional fee.
#5
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,060
When I've had this scenario, I've had the most luck simply changing when I got there, on say, the second day of a four day stay. I tell the desk clerk that my plans have changed and I need to check out on x instead of y and I've never been up-charged.
#6
Original Poster
Join Date: Feb 2001
Location: Nashville, TN
Programs: Southwest, Hilton
Posts: 896
You know, if I was just a one time Hilton user, I would understand. But I favor Hilton brands whenever I travel. There was an 8 hour difference in the reservation time. I needed to cut one night out. I don't see how the rate goes up. Maybe if I added more nights. There are few brands that I patronize relentlessly over the years. Lexus, Apple and Hilton and surpised, even ATT. I expected a little more. Not a lot, just a little more. Delta used to be wonderful as well. The world has gone down the tubes and its because customers don't expect anything anymore. We work hard for our money and patronize these companies because we think at times it will pay off. However, my last three Hilton experiences have lead me to believe that perhaps my loyalty is misguided. Your comments are coming from someone who doesn't work as hard as I do to expect more. Hilton wants me to patronize them more with relentless surveys and customer service people but when the chips are down, I want it fixed. The economy has damaged all of us but now that things are getting a little better, do we still live with the poor service and poor product quality from the last 7-8 years. I don't think so and it's not right.
There are other hotels in San Diego and I am happy to spend my dollars elsewhere. Thank you for your comments.
There are other hotels in San Diego and I am happy to spend my dollars elsewhere. Thank you for your comments.
#7
Join Date: Feb 2011
Location: US
Programs: HHonors (Diamond), Marriott (Gold), United (Gold - MM), American (Platinum), National (Executive)
Posts: 121
It may be standard for the industry but over the past 7+ years that I have been Diamond whenever I had to do this (and it has happened numerous times) The Diamond desk worked its magic and the existing rate was kept . That said during the same time period I can remember having other issues only 3 or 4 times that weren't corrected and in 2 of those cases it was the Hilton San Diego Gas Lamp (Not sure if that's where the other issue happened but it sounds familiar)
#8
Join Date: May 2003
Location: CA
Programs: AA Lifetime Gold, HHonors Diamond
Posts: 2,879
You need to look at the rate for each individual night. Say the rate is $150 per night for the first 4 nights ($600) and only $100 for the last night. Total is $700 or an AVERAGE rate of $140 per night. If you cancel the last night, then the AVERAGE rate should be $150 per night. Remember that many times you are quoted an AVERAGE rate for the entire stay.
I am not saying this is absolutely the case, but it is something you should look at.
I am not saying this is absolutely the case, but it is something you should look at.
#10
FlyerTalk Evangelist
Join Date: Jun 2003
Location: DEN
Programs: UA MM Plat; AA MM Gold; HHonors Diamond
Posts: 15,867
#11
Join Date: Mar 2011
Programs: AA LifeTime PLT (2.982 MM, But 3MM+ Total), HHonors GOLD, IHG AMB
Posts: 787
You're contacting a reservations rep with just a computer and talking points of Terms & Agreements. Contact the hotel directly and see what they say----they have more swing. ^
Plus you could cancel your reservation and book a night somewhere else (if the rate can be cancelled without penalty).
#12
Join Date: Apr 2012
Location: not far from MUC
Posts: 6,620
I'd never do this myself <cough> but I've heard it works just fine...
You could forgive customers for being less than honest with Hilton when Hilton are less than honest with customers.
#13
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Yes, one might expect special consideration given the volume of business. However, many hotels are franchises and therefore a bunch of small businesses. IF you are considered a HVC with the franchise they will most likely work something out. But given you agreed to the rate when booking and the need to change is not due to a property issue, they aren't likely to give in.
Doing the math, you may want to consider to NOT check out and just burn the night. Leave when you want and get the credit for the extra night (especially if not staying at another property that night).
Doing the math, you may want to consider to NOT check out and just burn the night. Leave when you want and get the credit for the extra night (especially if not staying at another property that night).
#14
Join Date: Sep 2012
Location: Amsterdam, Asia, UK
Programs: IHG RA (Spire), HH Diamond, MR Platinum, SQ Gold, KLM Gold, BAEC Gold
Posts: 5,072
We have been Diamond members a long time. Last night I made a reservation for the San Diego Hilton. My husband needed to get back one night earlier. The reservation rep said that the rate would go up for all the nights if he left one day earlier. No one is helping me. This is the third issue that I have had in the past three Hilton stays. What is wrong? Diamond means nothing anymore to Hilton? Did someone buy them out. Should I switch to SPG instead. Thanks.
It may well be that if at the time you booked you priced both original stay period and stay of 1night less you would see this hotel is simply doing same check and refunding the difference which is not going to be the the nightly rate of your longer booking
Sometimes I do this check and book an extra night or if applicable unwanted weekend night on my stay and end up paying less for my longer booking.
#15
Original Poster
Join Date: Feb 2001
Location: Nashville, TN
Programs: Southwest, Hilton
Posts: 896
So technically, the Hilton could resell that room a month from now but I should pay the rate when I go, leave the room and pay the rate. Mmmm. Doesn't compute with me unless your employer is eating the cost.