Guest User
June 4, 2024
Where do I begin? Booked a 2 bedroom lakeview lodge (1 night stay), received an email from Hilton a couple days prior to check in that we could receive an upgrade to a 2 bedroom ocean front room for $25 additional. I requested the update and received a confirmation email from Hilton that we would find out if the upgrade was available upon check in. Fast forward to checking in, the front desk said the upgrade was available for $150!! I told her about the email from Hilton and she said "we aren't affiliated with the company that sends out those emails". WHAT?? So we said we will just take our original room and when we walked into the dark, dreary, smelly building with cobwebs everywhere, we went into the lakeview lodge room and it was very dirty and run down. So back to the front desk we went and I told the agent that the room was not acceptable and she said we should upgrade and dispute the charge later. So, we took the upgrade and when we checked out the next day, there was a $168 upgrade charge on our bill. I called the hotel and they directed me to accounting. I explained the situation and she said I have to talk to the Front Desk Mgr. Left them a message they called the next day and said that the issue was with Central Reservations, that they didn't "process the upgrade" appropriately. Called Central Res and they said they don't process upgrades and that is done at the hotel when you check in. So basically the hotel lied and overcharged me for the upgrade. Central Res was very apologetic and opened a case for me with Hilton Management to get this resolved. Be aware of deceptive practices and if you get the upgrade email, don't do it or you will be over charged. And never stay in the lakeview lodges, ugh it was disgusting. The Brighton tower was much better but to go through all that hassle with billing was not worth it at all. They also charged a $75 early check in fee, for a room that was already ready to check into...so why the extra fee???