NY Hilton - Latest
Things with the NY Hilton have been pretty good the last month or two. Not so much because the actual hotel has changed, but I have been working with two specific people, one at the hotel, one part of their 800 number, who have been extraordinary. I am now a Diamond Hilton Honors level, which is the highest level, I think, you can be. One of the benefits according to their website is that I am guaranteed a room if I call 48 hours in advance. I am at the hotel this week and realized I needed to extend my stay until Friday, so I called last night to change my check out date from Thursday to Friday, which is more than 48 hours in advance.
Me: (over the phone with a hotel person) Hi, I am scheduled to check out on Thursday but would like to extend to Friday.
Hotel Person: Please hold
(I hold the phone for 5 minutes while waiting, then put it down on speaker phone for another 5)
Hotel Person: I’m sorry but we are sold out Thursday night, we cannot extend your stay.
Me: (confidently, knowing I have the Diamond in my back pocket, a little surprised they didn’t know that with their magical computer that identifies what room is calling) Hmm…but I am a diamond level, I thought I was guaranteed a room if I book far enough in advance.
Hotel Person: That doesn’t apply when the hotel is sold out.
Me: (waiting for her to laugh, thinking she was joking…still waiting…silence…dawns on my she is not joking) Huh? A guaranteed room only applies if the hotel has availability?
Hotel Person: Yes sir.
Me: (losing a tiny bit of patience, but know that her statement is as far off as me jumping up in a business meeting and demanding a silver goblet of goat blood) That makes no sense. If the hotel is not sold out, why do I need a guaranty?
Hotel Person: The Diamond Level desk will be open tomorrow morning, could you call back then?
Me: Sure (I whisper as I hang up the phone) Dance jester, dance.