When we arrived to Fort Lauderdale airport after midnight due to a flight delai, we realized that we made a mistake in booking, we called the hotel and we tried to explain to Cara that we need the room for the same night and not for the following day. She stated that they have rooms available but there is nothing she can do because the reservation was made thru a third party (Hotwire) and that if we want to get a room we have to pay for it again.
For over 20 minutes we were trying to convince her that it was a honest mistake, and we just need somewhere to sleep for the next few hours.
She called her manager M Melon who showed no interest in assisting a long time loyal customer and Hilton HHonors member, refused to speak to us on the phone and just rejected our request,
Mr Melon (I hope I spell his name correctly) was indifferent and didn't show no consideration to my longterm loyality to the brand; he failed to use better insight to assist a family with kids in the middle of the night, he failed to understand what HOSPITALITY is all about.
I believe that the front desk staff and managers completely reflect the hotel and corporate management competency; and based on this experience, I sincerely believe that Hilton local and corporate management are COMPLETELY INCOMPETENT and if I could give this hotel 0 stars, I definitly would.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 6, 2012
We are deeply sorry for the experience you had reserving the hotel through Hotwire and apologize for your troubles due to the flight delay.
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I am so sorry that this was not explained better while you were here. Your reservation came to us through hotwire.com which, as you know, is a discounted website for hotel rooms. The trade-off with booking through this channel is that there is no flexibility in your ability to modify the reservation. Unfortunately, your reservation was made for an arrival date of Sunday 11/4/2012 and checking out on Monday, 11/5/2012. It was understood that when you spoke with Tara, you wanted to check in on the Saturday night instead and stay for 2 nights. As I explained, we would have been happy to assist you with making an additional reservation at a discounted rate for the Saturday night, however; we were unable to honor your request to add an additional night to your current reservation at no charge. I apologize if this was misunderstood in anyway. We typically would honor an early check in for a reservation for a same day arrival anywhere from 10am in the morning however; the night before we were not able to honor your request the reason for this being that it was thirteen hours before check in time (Check in is at 3pm).
Once again, I am sorry for any miscommunication and I hope that it does not hinder your decision on your next visit to Ft. Lauderdale / Miramar area.
Please feel free to contact me at Mychal.firstname.lastname@example.org if I can be of further assistance.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.