Hilton Hotels & Resorts review: Advance Purchase Reservation 11

CAUTION when using Advanced Purchase. Worst customer service I've ever encountered. I spend probably an hour searching for various Nashville hotels for 1/10/17. I finalized my decision on the Vanderbilt Hampton and had my credit card in hand. Before booking the room, I decided to go authenticate into HHonors to get the honors points, and then went to Advanced Purchase to book the room. Immediately I received my confirmation number and I thought I was good to go. When I arrived at the Hampton front desk on the 10th, I was told my booking was actually on the 17th. They had no other rooms. I spent most of the evening in Nashville trying to find a room and had to disrupt my planned evening schedule. I found a room at nearly double the rate with expensive parking. The first rude Advanced Purchase rep questioned whether I read all the fine print of the purchase agreement. And told me that they would not refund my rate. I spoke to a different Advanced Purchase rep the following day. She admitted that the Advanced Purchase system will change my chosen date and choose the next available date they have for the advertised rate. In my case, I was going to book though the Hampton directly for 1/10/17. But since Advanced Purchase did not have that price for the 10th, they changed my date to the 17th. And sent out the confirmation stating the 17th. The rep said the onus in on the buyer to notice the changed date. And the buyer should have recognized the changed date on the confirmation. And since the contract was binding, they could not refund the purchase. BUT out of courtesy they could transfer the cost toward any other hotel stay in the Hilton network as long as that date was booked within 4 days w/ a $25 transfer penalty. I don't travel often, but coincidentally I had to go out to San Fran in a couple months. So I found a nice Hilton, with relatively fair parking, for a nice price. I called the Advanced Purchase rep and spoke to yet a 3rd rude person. I wanted to cancel my Nashville 1/17/17 stay, pay my $25 penalty, and book a room in the San Fran Hilton I found. She told me they do not have Advanced Purchase at that hotel (4 months out, i might add). But she could do Advanced Purchase at a more expensive hotel with outrageous parking rates and no breakfast. I tell you. This is will be my last stay at a Hilton. Its hard to believe that Advanced Purchase can still be in business. COMPLETELY TERRIBLE AND DISHONEST. BUYER BEWARE!

I experienced the same thing. I reserved Hilton in Altamonte Springs, Florida since July 17, 2017, bought with advance purchase rate because it's lower than the Best Available Rate. The reservation was made for October 15, 2017 for 3 nights. On October 9, 2017 I called to change the reservation to other type of rooms or to Embassy Suites by Hilton. The Customer service, Octavia, was not courteous at all. She spoke far away from the phone mic, I could hardly hear or understand what she said. She was impatience, seems like she assumed that I understand what advanced purchase is, she just said, NO CHANGES, NO REFUND.

She didn't explain to what is Advance Purchase and what is the implications or if there is a way to work it out. When I asked for a supervisor, she said that she is the supervisor. When I asked for her manager, she said no manager. She is the highest point to make decision. I was amused. After I was so angry, then she said that I could cancel it as long as I made another booking with Advanced Purchase and pay $50 booking fee. I didn't quite understand what she meant. She was not helpful as trying to find a solution for my problem and confusion.

So I called the hotel directly to cancel it, the hotel front desk was very nice. He helped me to cancel it only to found out that the rate was a non-refundable. So he suggested I called to the customer service for Advance Purchase, it's not the same with Hilton Honors customer service. It's a different department, their phone number is +[protected].

I called the [protected] again and spoke with other customer service personal, Stefanie. At first she was okay but then she also became not impatience and told me to just decide which hotel to book. Rebooking fee is $50. But she didn't see an 'advance purchase' rate either. I thought, so what? Just make a booking an apply the money that I have paid since July, right? She said, no. You have to pay with 'advance purchase' rate pay immediately after you made the rebooking, then your money that was charged previously will be refunded and will be deducted by $50 for the rebooking fee. I was like a bit relieved, thinking that it's not that bad. So she said just book and she'll be able to see the new booking.
So I made the new booking, at the same hotel, on the same reservation date, with an executive rate, higher than the 'advance purchase' rate.

Then I called that +[protected] again to tell them that I have rebooked the hotel. The other lady, Susie answered and she said that doesn't count. I was confused and mad. What again? She said that I have to book the same condition, I have to book ADVANCE RATE again. Then I told her that the rate is not available, how can I book it, please tell me how. She said, find other dates, other hotel, other location as long as they have the ADVANCE RATE. And I have to book it today until midnight is the latest, because changes has to be made at the latest 3 days before the check in date. I may book any day as long as it's within one year of the day I cancelled. If I fail to rebook before midnight, the $300 that I have paid will not be refunded. Susie was rude, she is not a customer care, she does not care about the Hilton customer. When I talked, she also talked at the same time. When I yell, she also yelled and talking without listening to what I said, she didn't care with my frustration. She doesn't offer any solution or help. She didn't event say SORRY for her attitude.

How come Hilton hire such customer 'CARE'? 3 ladies that I talked to were very very rude!

Please check this department, how you train your customer care and check again your policy about ADVANCE PURCHASE RATE, it's ridiculous and trapping people. Creating a bad name for Hilton! The hotel and HHonor customer service were apologizing for these people, how they treated me but the couldn't do anything.

I want to tell every one, please beware, don't buy ADVANCE PURCHASE rate. Anything could happen. Your flight can be cancelled, changed to other date, but you may not be able to change your hotel, your money will be forfeited, especially if your hotel is not in United Sates, Mexico and the Caribbean. Be Careful.

What is the purpose of making this rate anyway? Is it to secure the booking with the hotel or to secure the money with Hilton Group? At the end the clients are the one that were taken advantage and being unfairly treated.

When I read the Rules and Restrictions, all of the statement are to secure Hilton Group. Not the hotel, not the clients. One of the fine line said: Advance Purchase Non-Refundable Rate discounts vary by hotel and commonly range from five (5) to twenty (20) percents off Best Available Rate. Charges cannot be applied to other stays, services or merchandise. No prices or hotel availability are guaranteed until full payment is received. Even after full payment has been received, we reserve the right to cancel a reservation without notice if we become aware of or are notified of any fraud or illegal activity associated with the payment for this reservation.

It's not worth it. 5% to 20% discount and then you have to lose 100% of your money if there is unforeseen things happen. Do you agree with me?

Dear Hilton Directors, managers, policy makers, please let the Hilton Group to go over this policy and take action to change it immediately. I have checked complaints from people that were shocked when something happened to their vacation plan, their flight etc. they end up losing their money, it's not necessary to create such a bad review. I hope there will be a class-suit action someday towards this policy.

I just got scammed as well. I booked a room in Tallahassee and the system changed the date to Dec 20. just like a previous poster. I tried for an hour to call the advanced purchase number, but they wouldn't answer the phone.
Goodbye Hilton.

all above is correct, then hh adv pur called me back and hung up on me, off i go to marriott bonvoy

Same comments! Overcharged, reservation dates screwed up, 4 1/2 HOURS on HOLD! Bizarre for a company this large! I was told by the hotel that they were "not supposed to give me a written receipt because I used Hilton Advance Purchase!" That is illegal and I got my receipt! It was at that point that I had written evidence that I had been charged $106 MORE through Hilton Advance Purchase.

Do NOT book with Hilton Advance Purchase. This is a scam to steal from you. You will receive no warning when you make the reservation, but if you have to change your reservation or cancel it, you will find out that Hilton will NOT issue a refund. What a scam!

I agree with all the comments above: DON'T USE HILTON'S ADVANCE PURCHASE.
As a Gold HHonors, I have a patronized Hampton Inn many nights, with usually consistant hospitality.
But Advance Purchase is a bad stain on Hampton Inn brand, and customers are remembering their frustrations. Time to kick Advance Purchase to the curb.