Help - Hilton changed my room type
Aug 16, 2019, 10:41 am
#1
Original Poster
Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,330
Help - Hilton changed my room type
Currently mid Atlantic on way to Florida with family. I have a 2 bed suite booked tonight on International Drive.
Email confirms it’s a 2 bed suite but when I go to check in online it says its a one bed suite.
Trying to get some sense out of live support but not too helpful.
Any ideas?
Email confirms it’s a 2 bed suite but when I go to check in online it says its a one bed suite.
Trying to get some sense out of live support but not too helpful.
Any ideas?
Aug 16, 2019, 10:50 am
#2
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Have you tried calling the hotel and talking to a staff member with the title something like front desk supervisor/manager or rooms manager?
Aug 16, 2019, 10:50 am
#3
Join Date: Oct 2011
Programs: BAEC Gold, HHonors Diamond, IHG DIamond
Posts: 458
Currently mid Atlantic on way to Florida with family. I have a 2 bed suite booked tonight on International Drive.
Email confirms it’s a 2 bed suite but when I go to check in online it says its a one bed suite.
Trying to get some sense out of live support but not too helpful.
Any ideas?
Email confirms it’s a 2 bed suite but when I go to check in online it says its a one bed suite.
Trying to get some sense out of live support but not too helpful.
Any ideas?
The 'My Stay' part of the App can be useful for these sorts of things, though if you've been moved or upgraded it usually shows the new room type.
Aug 16, 2019, 10:52 am
#4
Join Date: May 2013
Location: JFK
Posts: 459
Aug 16, 2019, 10:56 am
#5
Original Poster
Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,330
Can’t call as I’m on a plane! Trying to do what I can online before I arrive. The worry is is that the hotel is totally sold out now. Live support are convinced I have booked a 1 bed. So glad I have the email.
If they have mucked out, will I get much throwback if we just book a different Hilton locally?
Only staying on I drive for one night before we head to South Florida so don’t care where we stay and happy with 2 regular hotel rooms, but won’t accept us all lumped in a one bed suite when we booked 2!
If they have mucked out, will I get much throwback if we just book a different Hilton locally?
Only staying on I drive for one night before we head to South Florida so don’t care where we stay and happy with 2 regular hotel rooms, but won’t accept us all lumped in a one bed suite when we booked 2!
Aug 16, 2019, 11:05 am
#6
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You could try going to the hotel's website (start by pretending that you're trying to book it and look for some contact information as responding to the email confirmation you have probably won't get to a person at the hotel) and email them. Call as soon as you land.
Worst case might be a rollaway bed or sofa bed in the one bed suite the first night and then moving to a suite with two beds the next day.
Worst case might be a rollaway bed or sofa bed in the one bed suite the first night and then moving to a suite with two beds the next day.
Aug 16, 2019, 11:23 am
#7
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Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,330
I will call when we get on the ground. I must say, it’s the first time I’ve ever used the online live chat and it makes me want to jump up and down on my ipad, and then flush it down the loo!
Aug 16, 2019, 2:41 pm
#11
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I hadn't realized that you meant TWO BEDROOM suite and not just a suite with two (twin) beds rather than one king or queen in the bedroom.
Did they disclose whether it was a maintenance issue or just a guest who didn't leave?
Did they disclose whether it was a maintenance issue or just a guest who didn't leave?
Aug 17, 2019, 12:42 am
#12
Join Date: Sep 2012
Location: NW London and NW Sydney
Programs: BA Diamond, Hilton Bronze, A3 Diamond, IHG *G
Posts: 6,344
Yes, so obviously the live chat is not going to know about a specific problem at a property - but I would have hoped that the hotel would email me if they are going to do something like that.
Aug 17, 2019, 2:17 am
#13
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Join Date: Dec 2013
Location: Shoreham By Sea
Programs: BAEC Gold
Posts: 1,330
A further bonus is I shall have 2 nights rather than one credited as I now have two rooms
yes, I booked a 2 bedroomed (with one king and 2 doubles) not a regular room with 2 beds
Aug 17, 2019, 3:32 am
#15
Join Date: Jun 2002
Location: Newcastle, UK
Posts: 2,379
they said there was a pipe burst when affected a couple of rooms. As a bonus, at check in I must told I was guest of the day, got to spin a wheel and won 7000 Hilton Points. I was then offered a parking place with my name, as guest of the day written on it! On,y in America!
A further bonus is I shall have 2 nights rather than one credited as I now have two rooms
yes, I booked a 2 bedroomed (with one king and 2 doubles) not a regular room with 2 beds