Hilton Hotels & Resorts review: Hilton Best Rate Guarantee 7

As a pilot, I spend a lot of nights in hotels. Indeed, since 1995 I've spent literally thousands of nights in hotel rooms. This stay rates in the top two in terms of negative experiences.

The hotel was hosting a party in its ballroom. Of course, the modern architecture of the hotel means that the ballroom is open to the fourth floor, and the music was clearly audible (especially the bass line) throughout those parts of the building that I explored. Add to that the constant slamming of doors (including the fire doors that were closed in an attempt to reduce noise) and it was impossible for me to get any sleep until the party ended.

At about midnight (with the party still going strong) I went down to the front desk to find out what was going on. The person was very apologetic, but said there was nothing he could do about the noise. He did tell me that the party was due to be over by 1 A.M., and he did offer me a smoking room on an upper floor. But, given that there was now less than an hour to go, and most of that hour would be spent moving rooms, I declined his offer.

At about 1:15 AM, with the music still going strong, I called the front desk to enquire. I was told (by a very rude individual) that the party was going to continue until 2 A.M. and that was that.

I subsequently called Hilton's corporate reservation number out of frustration. After I explained the situation, they suggested that I call the police. When I explained that the party was sanctioned by the hotel, they cancelled that recommendation and put me through to the front desk. I again spoke with the first gentleman (the nice one) who now said the part would end at 2 A.M. and that he would be happy to move me to a smoking room on the upper floor. Given that it was now almost 1:45 A.M. and that (as we spoke) the music seemed to stop, I again declined.

At about 5 A.M., I was awoken by sounds of the load out, but it wasn't that long and I was beyond rational discussion. As such, I did not call to complain.

The next morning, I met my crewmate for breakfast. He had spent the night on an upper floor. While he said he did not hear the music, he was kept up half the night with doors slamming and party goers talking and laughing loudly. In addition, at about 6 A.M., he was awoken by kids running around in the hallway, slamming doors.

Both during check-in and check-out, I noticed a large number of pilots. When we're on duty, a lot of us work 14-hours (or more), and are lucky to get ten hours to squeeze in dinner, laundry, sleep and breakfast (i.e. about six hours of sleep). It stands to reason that a hotel that caters to pilots (or anyone other than the party-goers) needs to think twice before authorizing that kind of a party.

Suffice to say, I'm working with dispatch to ensure that none of our flight crews ever have to stay there again.

Followup: I spoke with the customer care folks at HiltonHonors, and they assured me that the manager would call. Well, it's been a week and still no call.

On the 29 of June 2008 I called the front desk to report that there was missing tile in the bathroom which had exposed unfinished jagged edges. I lacerated my foot, as a result and sought medical attentention. When then requested reimbursement for the tetanus

shot. As of late all I have recieved is the run around.

i agree, i had an incident 3/6/09 because someone complained of cigarette smoke coming from near our door. upon checkout they gave me a bill witch included a smoking fee and wanted me to pay for the other persons room. these statements were totally untrue, there was NEVER anyone smoking in our room. after speaking with the manager of the hotel, he said we would not have to pay for the other room but still left the smoking charge for me to pay. i feel money was stolen from me (probaly somebody looking for a free room). i contacted the support line and it said someone would contact me. lets see how that goes.

Absolutely correct. An insurance company attitude, go to every extreme to deny all claims. I wonder how many claims they acutally pay out, very few I imagine. Just a complicated smoke and mirrors marketing ploy to make you feel good about booking with them. I had a claim denied because the identical room wasn 't booked, yet it was. When I called them on that, they said that the competitors claim did not specify a non smoking room, yet the hotel was 100% non-smoking. So, I am looking at other options as I don't feel this is any way to treat your main meal ticket, loyal Hilton Honors members. I know I am not in the minority here, this is a common complaint.

I just had the very same experience... bought the Advance Purchase on Hilton site and then they posted lower price and won't offer me the guarantee. I'm hilton gold and a meeting planner.. was Platnium. Seems like just good P.R. to support your customers and not game them. Last time I buy a non-refundable from Hilton. (Another Bogus Claim Case 7588325)

I tried to submit two best rate claims to Doubletree but was ignored on both accounts. When i contacted customer care, they continued the stall and ignore method. Hilton does not obviously need our business and will go to any extent to deny claims. You would think in this day and age that they would want to attractore business. Do not bother to submit claims to hilyon Hotels as it is a total waste of time. This guarantee loses mor loyal customers than it attracts!

I found a $75 rate on Expedia, the same date, hotel, and hotel room as on Hilton.com...total apples to apples...and the Hilton.com price was $94, nearly 25% more when you account for taxes, etc.

I call the number on the Hilton 'best rate guarantee', and am told (after nearly 45 minutes and 3 calls) that Expedia is not an accepted third party website. And that a third party actually means a newspaper or magazine ad. The representative goes on to tell me the Terms and Conditions contradict each other.

I left with the impression I was the first one to ever call Hilton on this issue as none of the three Hilton reps I spoke with had a clue, nor seemed to really care.

Having done some research it is clear Hilton has been misrepresenting this 'best rate guarantee' for years. So tired of having to fight, scratch and claw to exist while big companies hide behind tons of resources, lawyers and contacts.

I attached a copy of the Hilton 'Best Rate' program in which the two highlighted points were used by a Hilton rep to deny my legitimate claim.

If I (as a small business) did the things Hilton is doing, I would be out of business and called onto the carpet for misrepresenting my offering. It's a sad state of affairs when Hilton can't honor their word, nor seem to care about loyalty.