Hampton Inn & Suites Plattsburgh Reviews (%countItem)
Hampton Inn & Suites Plattsburgh Rating
Address: 586 State Route 3, Plattsburgh, New York, United States, 12901
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I reserved a room with Hilton Honors member advanced rate. I mistakenly booked the room for the wrong month ( March instead of Feb. ) This was due to what I believe to be a non-intuitive calendar in the HIlton Honors application. When I arrived at the hotel I realized my mistake. The attendant at the hotel advised that I should book a room at the regular rate for my March stay and call Hilton to cancel the room booked in error. I booked the room ( at full price ) and enjoyed my stay. However, when I followed up with Hilton ( 3/2/2020 ) they refused to refund or even credit my account.
When Mr. made the reservation online for an Advanced Purchase reservation (2/6/2020), Itclearly states "No cancellations. Pay now." This option allows guests the opportunity to book areservation at a lower rate. Prior to the final confirmation of the booking, it would have shown theTerms and Conditions of the reservation. After completing the booking, Mr., would havereceived confirmation of his reservation [it ***), which would have included the date reserved(3/12/2020). An Advance Purchase, cannot be cancelled after 24 hours of booking the reservation.However, the guest did not acknowledge his error upon receipt of the confirmation and/or failed toreview the confirmation upon receipt.Therefore, when Mr. arrived (a month early), he would not have had a reservation for the datehe anticipated. The front desk agent made the only suggestion available and that was for the guest tohave a reservation made at the time of arrival here at the property. Mr., was directed to contactthe Hilton Advance Purchase team. The Hilton Advance Purchase team would have worked with theguest to change the date of the reservation for one in the future or possibly another location and wouldmost likely have charged a $25 Change Fee. As this was a month before the date of the booking, Hiltonshould not have to reimburse the guest per the Terms and Conditions. The property has done nothingwrong and should not have to reimburse the guest for his error. The hotel staff is not responsible forcontacting guests to "alert" them that they have booked their reservation incorrectly, as they wouldhave no way of knowing the guest did not properly read the clear statement on the reservation orreview his reservation confirmation when it was received by him.It is unfortunate that Mr. did not read the clear statement on the reservation as he was bookingit nor did he review his confirmation, when it was received.Lori NGeneral ManagerReply