Sacramento Hilton Arden West

Review: I recently stayed at the Hilton Arden-West in Sacramento. I specifically requested a room at the government rate (I am a federal employee). They told me they had a room at the government rate and booked me accordingly. After checking out I received a bill charging me $20 above the government rate. There was also a charge of $12 for bottled water I did not use. When I complained, they exclaimed that their 'government rate' was really a 'government discount.' They also told me that they had rooms available at the correct government rate ($107 per night) but the room I was booked in was at the discounted rated ($127 per night). Again they did not explain this to me until after I received the bill. I explained that this was intentionally misleading since as I consumer I would have no way of knowing which 'government rate' to ask for since the presumption on my end is that there is only one government rate. They said they understood the confusion and would discuss it with their manager. They did remove the charge for the water. I have not heard back from them regarding the bill for the room but it is my belief they are intentionally padding bills hoping customers have neither the time or energy to dispute charges.Desired Settlement: Hilton Arden-West needs to clearly identify the difference between government rate and government discount. There current policy is intentionally misleading.

Business

Response:

We offer Federal and California state government discounted room rates. These rates are for standard rooms and are based on availability. We have premium rooms as well; the price point on our premium rooms is higher than our standard rooms. This higher price point is set in conjunction with most of our discounted rates, in other words, there are different rates available for the different types of rooms we offer. The premium room types may not be at the government per diem rate, but they are available for the travelers that would like to purchase them. Confirmation emails are sent out automatically once you reserve a room. Our confirmations clearly indicate your room rate and the type of room you have reserved. In reference to the bottle water fee, we have premium bottle water in the guest room that can be purchased. The bottle water in the room is clearly indicated with the cost, we only bill after housekeeping has cleaned the room and reported the bottle water being taken, or consumed. In regards to this specific complaint, the guest booked and received a premium room with the amenities that come along with that type of room. As a onetime courtesy, she was refunded the difference for the premium room that was reserved since she was unaware of what she was booking and we also waived the bottle water charge she disputed on May 8th. An updated receipt was then forwarded to her.

Business

Response:

We offer Federal and California state government discounted room rates. These rates are for standard rooms and are based on availability. We have premium rooms as well; the price point on our premium rooms is higher than our standard rooms. This higher price point is set in conjunction with most of our discounted rates, in other words, there are different rates available for the different types of rooms we offer. The premium room types may not be at the government per diem rate, but they are available for the travelers that would like to purchase them. Confirmation emails are sent out automatically once you reserve a room. Our confirmations clearly indicate your room rate and the type of room you have reserved. In reference to the bottle water fee, we have premium bottle water in the guest room that can be purchased. The bottle water in the room is clearly indicated with the cost, we only bill after housekeeping has cleaned the room and reported the bottle water being taken, or consumed. In regards to this specific complaint, the guest booked and received a premium room with the amenities that come along with that type of room. As a onetime courtesy, she was refunded the difference for the premium room that was reserved since she was unaware of what she was booking and we also waived the bottle water charge she disputed on May 8th. An updated receipt was then forwarded to her.