Can I correct my incorrect hotel reservation? | Deal

I booked a non-refundable room at the Hampton Inn by accident. How can I correct the error?

Carol Egan accidentally booked an expensive, non-refundable room at a Hampton Inn. Can she correct the mistake or is she stuck with a $ 264 bill?

Q: My niece is getting married soon. We used the travel information she gave us online to book our room at a Hampton Inn.

When we clicked on the link, a webpage opened listing the rooms available for the wedding dates in the special block with a non-refundable rate of $ 264.

We thought the rate was high, but we followed the wedding party instructions. Two days later, we got a call from the bride’s mother informing us that our room rate was to be $ 149 and she told us to call the Hampton Inn manager to get things right.

On that call, we found that the room assignment block must have been filled when we used the website to book the room, so it quoted the $ 264 price.

Block allocation had already been extended before contacting the local manager. The manager said he couldn’t change or cancel the reservation as I made it on the Hilton website. He gave us a number for Hilton and suggested we cancel or change our reservation.

We called Hilton and asked them to change the reservation to the $ 149 wedding lockout rate or to cancel and refund the reservation. We have not gotten anywhere.

They offered to cancel the reservation and give us 12 months to use the full $ 264 for a reservation at another Hilton property. We didn’t accept that offer. We do not plan to book rooms for $ 264 per night during the next 12 months. You can help? – Carol Egan, Marco Island, Florida.

A: Congratulations on your granddaughter’s wedding. It was nice of her to find a block of hotel rooms at the Hampton Inn for her family, but you’re right: $ 226 a night is a bit steep for one night at the Hampton Inn. When you see such a rate, don’t click on it, even if your family has agreed on the rate. It is best to call the hotel and ask for a better rate. Or you can stay somewhere else and use the money you save to buy your granddaughter a nice wedding present.

Be very careful when booking a non-refundable rate (even if it’s with your family’s apparent blessing). Hotels love non-refundable rates because it means they can hold your money no matter what. And it looks like it would include booking a room at the wrong rate. Do you want a refund? Bad luck: it is not refundable!

There is no reason why hotel rates should never be refundable. Usually, hotels offer a small discount, 10 to 20 percent, in exchange for non-refundable. In your case, they skipped the discount and just added the onerous terms. Come on.

Never, ever book a non-refundable hotel rate.

The solution is a self defense case study. I gave you the executive contacts of the Hilton (which owns the Hampton Inn) and advised you to send them a short, polite email. You did and got a quick response.

“I apologize for the inconvenience and how you said your concerns have been addressed,” said a representative. ‚ÄúPlease note that specific cancellation policies are in place for non-refundable advance purchase reservations. Our customer service and hotel agents cannot change or refund as per protocol.

However, as a “one-time exception and good faith gesture,” Hilton refunded the full $ 264. “We at Hilton thank you for bringing this issue to our attention and we hope this does not stop you from staying with our brands. in the future, “added the representative.

Christopher Elliott is the chief advocacy officer of Elliott Advocacy. Email him at [email protected] or get assistance with any consumer issues by contacting him at

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