Gastnutzer
22. Mai 2023
I’m extremely disappointed with this stay. My parents and I booked identical rooms in late January/early February. We checked in and when we got to our rooms, we realized my parents had been downgraded. We compared our booking confirmations and Hilton apps, and sure enough they were moved to a smaller room on the louder side of the building, however their reservation in the app still showed the same room rate. We went downstairs to speak with the front desk agent, and he said that they had been downgraded because a guest had booked a 3-month stay in the room they had booked. He said that they had “no idea how this happened” and that his manager approved an adjustment to their room rate, but he had forgotten to mention the downgrade upon check-in. However, at check-in, he did remember to say that the fireplace in their room did not work. (As a side note – the fireplace in my room did work, however it turned on by itself twice during the middle of the night after not having used it. I believe the knob might be broken.) Their AC unit also woke up my dad every time it turned on with a knocking sound – maintenance should look into that. So, their room type was downgraded, they were moved to the louder side of the building, and they couldn’t even be placed in a room with functioning equipment?? I understand that sometimes rooms are overbooked, and that member status might take precedence, but the lack of communication seemed deceitful. Were they hoping no one would notice? Would the room rate have actually been adjusted had we not gone downstairs to speak with someone? I worked at a Marriott property for years and whenever there was a change that had to be made to a guest’s accommodations, timely communication and up-front honesty were emphasized, along with appropriate guest-retention efforts, even for bottom-tier members – none of which happened for my parents.
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