Comments on: Hilton raises room rate after confirming price in writing — now what? http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jennifer Hanuschak http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-54078 Jennifer Hanuschak Tue, 23 Nov 2010 23:36:54 +0000 http://www.elliott.org/?p=5083#comment-54078 Ms. Adams' letter was very well-written and I will be referring to it if I ever have to write such a letter in the future. Ms. Adams’ letter was very well-written and I will be referring to it if I ever have to write such a letter in the future.

]]> By: Monica http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-16859 Monica Tue, 27 Jan 2009 19:53:47 +0000 http://www.elliott.org/?p=5083#comment-16859 I'm coming in late on this one, but here's what I see. The customer booked the room directly through the hotel's website. So just because the 2008 DragonCon Conference event was taking place, why does it assume she was part of it?? It could have been mere coincidence that she had business in town the same week and picked a hotel close to the office. And to make it worse, they already recieved and accepted the first night payment at the $150 rate. The hotel pretty much bound themselves to that rate by taking her money. I’m coming in late on this one, but here’s what I see. The customer booked the room directly through the hotel’s website. So just because the 2008 DragonCon Conference event was taking place, why does it assume she was part of it?? It could have been mere coincidence that she had business in town the same week and picked a hotel close to the office.

And to make it worse, they already recieved and accepted the first night payment at the $150 rate. The hotel pretty much bound themselves to that rate by taking her money.

]]> By: Robert Smith http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-12938 Robert Smith Fri, 27 Jun 2008 01:41:31 +0000 http://www.elliott.org/?p=5083#comment-12938 The Altanta Hilton is fundamentally a dump. It is unsafe for a single female traveler. My wife was robbed by someone that entered the room with a keycard while she slept in a room during the afternoon. Her money, billfold, and credentials were stolen. The hotel would not look at their logs to see how the room door was opened. She was in a panic about how to get past airport security to return home without any ID. She was given a copy of a copy of a copied letter allegedly signed by the Atlanta police and she used it to clear airport security. Obviously this type of incident was so common that the airport knew what to expect. The Altanta Hilton is fundamentally a dump. It is unsafe for a single female traveler. My wife was robbed by someone that entered the room with a keycard while she slept in a room during the afternoon. Her money, billfold, and credentials were stolen. The hotel would not look at their logs to see how the room door was opened. She was in a panic about how to get past airport security to return home without any ID. She was given a copy of a copy of a copied letter allegedly signed by the Atlanta police and she used it to clear airport security. Obviously this type of incident was so common that the airport knew what to expect.

]]> By: Mary H http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-12937 Mary H Fri, 27 Jun 2008 00:29:02 +0000 http://www.elliott.org/?p=5083#comment-12937 Seem like the Hilton didn't expect the customer to have so firm a grasp of contract law. It was cheaper to honor the initial rate than send someone from legal to handle this before a judge. Well done, Ms. Adams. I'll be taking a copy of your response with me when i sign into the hilton at Logan this summer. Just in case my memory is on vacation and this is not just an isolated event. Seem like the Hilton didn’t expect the customer to have so firm a grasp of contract law. It was cheaper to honor the initial rate than send someone from legal to handle this before a judge.
Well done, Ms. Adams. I’ll be taking a copy of your response with me when i sign into the hilton at Logan this summer. Just in case my memory is on vacation and this is not just an isolated event.

]]> By: Skip http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-12932 Skip Thu, 26 Jun 2008 20:42:14 +0000 http://www.elliott.org/?p=5083#comment-12932 >> But the question remains: Why did Hilton think it could raise Adams’ rate by $18 in the first place? << Answer: Because they can. Next question: Why were Hilton so quick to change their minds? Answer: Because they can. Ms. Adams handled this like a real pro. Her example could be a model for other victims of this scam. >> But the question remains: Why did Hilton think it could raise Adams’ rate by $18 in the first place? <<

Answer: Because they can.

Next question: Why were Hilton so quick to change their minds?

Answer: Because they can.

Ms. Adams handled this like a real pro. Her example could be a model for other victims of this scam.

]]> By: Bill http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-12922 Bill Thu, 26 Jun 2008 17:32:34 +0000 http://www.elliott.org/?p=5083#comment-12922 Mistakes happen, but this was not a big difference. It is difficult to understand why Hilton would have wanted to increase the rate rather than just absorb the difference. They are likely to gain a lot of other business from a convention, such as meals etc. - and they had all of this bad karma happen over less than $100. They could have sent her a letter explaining the issue and then state that they would be honouring the lower rate (which in fact they did). I am going to take this as a "second mistake" by Hilton rather than a bad reflection upon the chain as a whole or that hotel in particular. I am glad they fixed it for Deb, that is what they should have done all along. Mistakes happen, but this was not a big difference. It is difficult to understand why Hilton would have wanted to increase the rate rather than just absorb the difference. They are likely to gain a lot of other business from a convention, such as meals etc. – and they had all of this bad karma happen over less than $100.

They could have sent her a letter explaining the issue and then state that they would be honouring the lower rate (which in fact they did).

I am going to take this as a “second mistake” by Hilton rather than a bad reflection upon the chain as a whole or that hotel in particular. I am glad they fixed it for Deb, that is what they should have done all along.

]]> By: Jasper http://www.elliott.org/blog/hilton-raises-room-rate-after-confirming-price-in-writing-now-what/comment-page-1/#comment-12897 Jasper Tue, 24 Jun 2008 17:27:54 +0000 http://www.elliott.org/?p=5083#comment-12897 Exactly how does the Hilton expect that someone enjoys their visit, knowing that the Hilton just increased their own price? And really, are they aware of the fact that their website increased the price, while they already charged Debbie for a lower price? Exactly what confusion is the Hilton apologizing for? The confusion *they* created by increasing the price, and then dropping it? The only comment I have on Deb's letter is that 'this economy' has nothing to do with how the Hilton should treat their customers. If the economy was good, they still can't randomly increase prices. It seems the Hilton customer department has been taken over by the infamous Paris H. Exactly how does the Hilton expect that someone enjoys their visit, knowing that the Hilton just increased their own price?

And really, are they aware of the fact that their website increased the price, while they already charged Debbie for a lower price?

Exactly what confusion is the Hilton apologizing for? The confusion *they* created by increasing the price, and then dropping it?

The only comment I have on Deb’s letter is that ‘this economy’ has nothing to do with how the Hilton should treat their customers. If the economy was good, they still can’t randomly increase prices.

It seems the Hilton customer department has been taken over by the infamous Paris H.

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