Hilton "Net Direct" Reservation: Any Way to Change It?
 

I need anyone's advice on this subject. I have booked a 2-bedroom suite at Embassy Suites Historic District (in the old Citadel) in Charleston, SC for a one-night stay in late October. Two couples are using the suite. However, one couple has had to make a change in their travel plans and does not need this hotel stay. I violated a long-standing maxim and booked the discounted "net direct" rate on Hilton's website instead of booking the higher rate that would allow one to simply cancel the reservation. Apparently, according to the explicit language on the reservation confirmation, I am stuck with a huge suite that I do not need. I am willing to work with Hilton and/or the hotel to use the amount of money that I have already prepaid ($490) for accomodations that I can use. I could not speak to the "Net Direct" desk at HHonors tonight, and I was not able to speak with the proper person at the hotel.

Why is there such a problem with making a change to this type of reservation? This is the second time I've booked a prepaid reservation of this nature, and the first time was a total disaster. I should have learned! However, I have booked prepaid discounted reservations with Expedia in the past and was able to work out a solution with them. Hopefully, I can work out something with Hilton.

I appreciate anyone's input!

Is this one of the pay now, get deeply discounted but nonrefundable rates? If so, why would you expect the company to compensate for somethign over which they have no control (your friends' change of plans)? That said, if you are an "elite" HHonors member they may cut you some slack, but would be within their rights to decline to do so.

I don't think so. I think of it as a Priceline kind of a deal. Buy it and you own it - whether you use it or not. I don't think there is any way to get around this. Maybe a call directly to the hotel manager to see if they can do anything. If it serves his purposes to have the suite available again, he may be able to do something....but again, I don't think so.

I think you should look to your friends who changed their plans to make you whole on this one.

The bottom line is that you booked a pre pay highly restricted room at a greatly reduced rate.

At this point, your only recourse is to call the hotel directly and speak with a Reservations Manager, Front Of The House Manager, or the GM or AGM.

Kill them with kindness and let them know you are a Hilton Frequent Stay Member. They will look at your stay frequency.

Make sure you contact the hotel DIRECTLY between 9AM and 5PM.

Good luck!

I was able to speak with a manager at the hotel, and a workable arrangement has been made. Although my purchase is a firm one that cannot be altered in any way, the manager is willing to give me credit for the total amount of the reservation to be applied toward a future stay during the next six months. I appreciate the hotel's willingness to work through this situation. I am always hesitant to book a "net direct" rate, and I should have stuck to that maxim. However, I believe we have arrived at a workable solution. Kudos to the Embassy Suites Historic District in Charleston, SC, for striking a win-win deal with this HHonors member!

What a great result! Kudos to the manager.

Now, volcam, PLEASE don't book another net rate! :-)

It's great that the manager worked with you, considering that you agreed to "use it or lose it" when you made your reservation.

I've always believed that you shouldn't book those rates, or their equivalent through other sites, unless you're totally sure of your travel plans and/or willing to eat the cost of the reservation if you have to change your plans.

So, I use them frequently, but not always. Some plans are not concrete, so I book cancellable hotels then. For others, I'm confident that over the years I've saved so much money, that if some day I have to cancel a non-refundable booking, I'll still have come out way ahead over the long run.

Congratulations on a good negotiation! While - as I wrote eralier - I do believe the hotel would be within its rights to enforce the use it or lose it purchase restriction, they sure got some good will out of their willingness to bargain. Hotels who do, after all, routinely overbook and occasionally must tell a guest with a reservation that there is no room at the inn, so remember this if you are in that position in the future.