“First Come First Serve” Rooms with Reservation?
#16
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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#17
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
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Starwood was bought by Marriott which has, and continues to have, a guaranteed room type for all elites at US/Canada locations. Elsewhere the room and bed type guarantee is for Titanium only. Marriott has a smoking preference guarantee as well for elites. Marriott guarantees are for all reservations, not just paid, and have clearly defined compensation.
#18
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: 36,026
https://homewoodsuites3.hilton.com/e.../response.html
"If for any reason you are not satisfied, just let us know. We'll make it right or your night's stay is free."
Hilton Garden Inn has one that is not quite as explicit, but close
https://hiltongardeninn3.hilton.com/...t/promise.html
"Our Promise. Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any hotel team member know, and we will make it right. Guaranteed"
And Home2Suites also has a 100% guarantee explicitly stated:
https://home2suites3.hilton.com/en/about/index.html
"We guarantee an engaging experience and clean, comfortable accommodations. If you aren't completely satisfied, let us make it right or that night's on us."
If my bed/room type were significantly downgraded, I wouldn't hesitate to invoke these guarantees. After all, Hilton does send out emails that are labeled "Confirmation." That's a pretty non-ambiguous word.
#19
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Homewood also has:
https://homewoodsuites3.hilton.com/e.../response.html
"If for any reason you are not satisfied, just let us know. We'll make it right or your night's stay is free."
https://homewoodsuites3.hilton.com/e.../response.html
"If for any reason you are not satisfied, just let us know. We'll make it right or your night's stay is free."
#20
Join Date: Feb 2019
Posts: 121
Had an interesting scenario happen today with my parents, who (like me) are HH Gold members. They booked a room with a specific bed type for a weekend stay at a suburban Washington DC Homewood Suites months ago. They arrived tonight around 6 (so not a late arrival) only to be told there were no rooms available for them. The explanation was that specific room types were given out on a “First come first serve” basis at check in, even if a reservation existed. They were offered a room with different beds than they wanted. Eventually the hotel did offer them their bed type in a “downgraded” room (assuming a studio instead of a 1 bedroom suite) and a discount off the rate.
We’ve certainly run into situations when booking a room where a bed type isn’t available but I’ve never heard of reserved room types not being honored at check in because other people had arrived before them and taken the rooms. If it’s a maintenance issue, I surmise they would have been told such. Anyone else have this happen to them?
We’ve certainly run into situations when booking a room where a bed type isn’t available but I’ve never heard of reserved room types not being honored at check in because other people had arrived before them and taken the rooms. If it’s a maintenance issue, I surmise they would have been told such. Anyone else have this happen to them?
I immediately made a uturn with all of my stuff and went back down to the lobby. After 5 minutes of arguing, they finally agreed to reduce my room rate since I had booked a suite and wasn't given one. But I was exhausted, and my choices were to accept the room or be walked.
Last edited by Jaunts; Mar 12, 2019 at 8:13 pm