FlyerTalk Forums - Possible to Decline an Upgrade

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Quote:

Originally Posted by TravelinSperry (Post 35802102)

A quick search on TripAdvisor showed this email: [email protected]. Guillermo Villegas, Marketing Mgr at the hotel provided it. Perhaps reach out to him

Yes, this is the only address I could find as well using the often-helpful TripAdvisor method. However I think this is just the marketing and sales department. If you want to go scorched earth you can also take some of the names attributed to other respondents to TA reviews and slam them together with a period at Hilton dot com and see if they bounce. But that is a bit excessive IMO.

OP, I think you need to calm down. You booked a specific room type and they should honor it or make you otherwise whole. Just deal with it at the property. It doesn’t look like they are anywhere near sold out for the next week based on available room types. And yes, they speak English down there in Mexico lol. Most of their guests are not native Spanish speakers.

Quote:

Originally Posted by shimps1 (Post 35802035)

Time is not on my side, as this "upgrade" happened about 8 hours before the cancellation window closed. It has since passed.

Cancellation policy is irrelevant unless you were planning on cancelling your trip due to the undesirable upgrade.

Quote:

Originally Posted by shimps1 (Post 35802033)

To provide an update. I called the hotel three times today, followed the phone tree to reservations, and the line disconnected every time. I called, as well as chatted with Hilton, and they have also not been able to reach the hotel. One rep tried three times, one rep twice. I assume they are calling the same number, and the same thing is happening. Close to 10 total attempts to reach the property directly over about a day. Hilton says they have noted the reservation to have them give us the room back, but there's no way to know without being there, they say, as the property has to make the change.

Cancellation window closed last night at midnight, so I'm stuck with just hoping the front desk can sort it out. Otherwise, I guess maybe I will try for compensation after the trip if the room doesn't work out. The inability to contact the hotel is unacceptable, and the new room is really a downgrade for how we need to use the room.

Calling any property and pushing the key for "reservations" always takes you to the corporate Hilton reservations call center. Never do that if you're trying to reach the property directly. Always stay on the line or hit "0".

Quote:

Originally Posted by shimps1 (Post 35798387)

To clarify a bit, this is in essence a room downgrade, because the total square footage of the room is smaller by about 120 sq ft, after factoring in the balcony. However, since it's on a higher floor, the hotel considers it an upgrade. We really need that balcony for a place to hang out, otherwise, we'll be sitting in the dark in silence every afternoon from 1-3pm while the kids are napping. Sounds trivial, but it's significant, and why I booked the original room type I did.

You have made it very clear you want the larger balcony, but including it as part of the room's square footage is just silly.

And yes, a higher floor is an upgrade at many hotels especially oceanfront ones.

Don't muddy the point with a litany of complaints and opinions, just tell them you need a room with a large balcony like you originally booked.

David

Moderator's note

Let's keep things civil, helpful to the op, and on-topic. Posts have been deleted that weren't.

Thank you.

cblaisd, Co-Moderator, Hilton forum

Quote:

Originally Posted by Baze (Post 35798400)

I have turned down an upgrade. Was Hilton at London Heathrow. Traveling with my sister we booked a room with 2 queens. When we were checking in they smiled and said we have upgraded you to an executive room with 1 King. I politely said thank you but that won't work. My sister and I don't want to share a bed. Took them about an hour to get us back to a 2 queen room and they apologized.

This has happened to me frequently, an upgrade from a room with two beds to a room with one. Seems silly, as one would generally book a room with two beds for a reason, although sometimes I will book a room with two beds because it's cheaper and would welcome an upgrade to a room with one bed. That said, I don't recall ever being denied the opportunity to decline the upgrade upon check-in, although it's certainly possible that the original room type is no longer available, in which case they should find a solution. That solution may involve a rollaway bed.

A couple of weeks ago at a Marriott I got an upgrade from a room in tower A, which is renovated, to a suite in tower B, which is not. I didn't mind much, except on my check-out day, the hotel declined a much-valued late check-out because they needed the suite for someone who had specifically booked it. :mad: My fault I guess for not clearing the late check-out at the beginning.

Quote:

Originally Posted by DiverDave (Post 35803634)

To wrap this thread up. The front desk handled this at check in.

But to your point. The hotel is the one that is including the balcony square footage on the room description. Not me.