D
Deleted member 29185
Guest
I've had 4 nights booked at Hilton Colombo residences for some time now for next January. My preference would have been the Hilton Colombo hotel due to the lounge availability but it was completely booked out for many weeks either side of the dates I wanted (in fact months I believe).
Well I was web surfing looking at various things to do in Sri Lanka and up pops www.hoteltravel.com which listed Hilton Colombo hotel for about the same rate as the residences I have booked. Wondering if rooms had become available, I looked via the Hilton web site and no go.....all booked out. I decided to ring HH to enquire as to why I could book through a third party but not with Hilton and the lady told me Hilton has no control over third party sites so I asked why I wasn't even offered the 48 hour guarantee. She could not answer that and transferred me to the "diamond" desk who told me the same thing (Hilton have no control over third party sites). I asked again about the 48 hour guarantee and she stated that the hotel would be over supplied and can't offer it. So I asked her whether I can book through the third party site and claim the best rate guarantee, to which she replied......wait for it.......that she didn't know they had a best rate guarantee :shock:. I asked her whether this was Hilton Honors diamond desk to which she growled "wait on, wait on, wait on.....just hold on a bit and I'll check" to which she placed me on hold. Well I must say I was very polite (best way to get something I've found) and very understanding, but she absolutely ripped my tonsils out with the abrasiveness. On top of that, neither of the ladies checked dates with me and I got the impression they may already know about this issue and it may be a recurrent problem for them. A recalcitrant hotel that prefers to release rooms to third party interests rather than Hilton, perhaps?
I have looked up the Best Rate Guarantee and it doesn't apply. You need to be able to book the same room which I cannot through Hilton. Even if they offered their 48 hour guarantee I may be able to invoke the BRG but they won't even do that. Perhaps that's the reason why.
Very odd response by HH.
Well I was web surfing looking at various things to do in Sri Lanka and up pops www.hoteltravel.com which listed Hilton Colombo hotel for about the same rate as the residences I have booked. Wondering if rooms had become available, I looked via the Hilton web site and no go.....all booked out. I decided to ring HH to enquire as to why I could book through a third party but not with Hilton and the lady told me Hilton has no control over third party sites so I asked why I wasn't even offered the 48 hour guarantee. She could not answer that and transferred me to the "diamond" desk who told me the same thing (Hilton have no control over third party sites). I asked again about the 48 hour guarantee and she stated that the hotel would be over supplied and can't offer it. So I asked her whether I can book through the third party site and claim the best rate guarantee, to which she replied......wait for it.......that she didn't know they had a best rate guarantee :shock:. I asked her whether this was Hilton Honors diamond desk to which she growled "wait on, wait on, wait on.....just hold on a bit and I'll check" to which she placed me on hold. Well I must say I was very polite (best way to get something I've found) and very understanding, but she absolutely ripped my tonsils out with the abrasiveness. On top of that, neither of the ladies checked dates with me and I got the impression they may already know about this issue and it may be a recurrent problem for them. A recalcitrant hotel that prefers to release rooms to third party interests rather than Hilton, perhaps?
I have looked up the Best Rate Guarantee and it doesn't apply. You need to be able to book the same room which I cannot through Hilton. Even if they offered their 48 hour guarantee I may be able to invoke the BRG but they won't even do that. Perhaps that's the reason why.
Very odd response by HH.