If you check the "terrible" and "poor" reviews of this hotel, you'll see a few complaints by customers who were brought in on a promotional rate, only to have that promotional rate taken away as soon as they left the property. Sadly, it almost happened to me as well.
My promotional rate was secured because of a conference that I was attending nearby. When I originally called the hotel to make the reservation, they agreed to the rate that was promoted.
When I arrived at the hotel, I was "upgraded" to a better suite. I assumed that this was something that they did as a complimentary upgrade because I was a Hilton Gold member. (It's something that's happened at other Hilton-branded hotels in the past, and that I've taken as
routine.) However, when I got the bill the next day, it was higher than the rate we agreed upon.
I confronted them at the desk the next morning. They told me that this was the room and the price that I originally requested, and that the price would not be changed. When I told them that I asked for (and they told me that they gave me) the negotiated rate on your website, they said that they aren't responsible for the "misprint", and that they never offer such a rate. The desk clerk also called management, who backed her up on this.
I called the Hilton Gold Member Customer assistance line. On their computers, they noticed that they originally gave me the negotiated rate, but later, changed the reservation to the higher priced suite. I never received any phone call about this, and never gave my permission for them to charge me more. (Nor would I have done so, if they had asked me.)
Thankfully, because I'm a gold member, I had access to this information. When confronted by Hilton Customer Service, the hotel management returned the bill to the agreed upon rate two days later. (After initially stating that they would fix it within the hour.)
Fortunately, this was resolved in my case. But if I didn't have "gold member" service, I would not have had access to the records that proved me correct. Sadly, when hotel management (finally) sent me a corrected invoice, they did so in a matter-of-fact "here's the corrected invoice", without even an apology.
If it weren't for this? The rooms, linens, cleanliness, and breakfast were standard for the Hampton brand. Still, I'd avoid coming back. And if I were forced to return, I'd be sure to get written verification at the desk (upon checkin) what the rate was, and have a backup plan if they raised the rate.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 25, 2012
Report response as inappropriate
I am very sorry about the way that you were treated. I believe that I tracked your reservation and made sure that you were refunded. This is no excuse, but please accept my apologies and give us another chance.
I assure you that This is a training issue not a bait and switch issue. I ascept responsibility and followed through on the refund. I promise to the same for every customer. Please accept my apologies.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.