I was researching rates for this property online at hilton.com and couldn't figure out which rate to claim so I called Hilton reservations. They instructed me on which government rate to claim and so I completed my online reservation. When we arrived late at night, the clerk said there was a problem with my reservation and I had claimed the wrong rate. I explained that I had been confused by their web-site so I had called Hilton reservations for advice. I was even able to tell them who had helped me since I had written it down. It was clear that their desk staff is not empowered to fix problems because they just kept saying over and over that their property has different rules than Hilton corporate. How does that work exactly?
It was late at night and was snowing so I had no choice but to accept their higher "preferred" rate, which was barely a discount at all. I resent that although I made my reservations weeks ahead of my stay, they pulled this switch only on my arrival. I could have stayed at a much better hotel for the rate they charged and I felt embarrassed because I was traveling with a colleague and she suffered a similar bait and switch.
I complained again to Hilton.com when I returned home and the hotel manager did not address why they would not honor the rate I was INSTRUCTED by the Hilton agent to enter. She also did not address why I only learned of this at check in, late at night.
Homewood Suites has a 100% guarantee on your stay, unless they disagree with you and then it's $60 more to stay there and there's nothing they will do about it.
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- Also Known As:
- Homewood Suites Syracuse/Liverpool Hotel Liverpool
- Homewood Suites Liverpool
- Homewood Liverpool
- Liverpool Homewood Suites