“This hotel, the Embassy Suites, their sales department or their general manager dropped the ball.”
Frustrated with management at the Embassy Suites. People said, they should not have to pay for a late rate change.
“We were being strategic in booking early and calling the hotel making sure that this is the correct rate and when Barry spoke to us, he made it seem like, oh’ when you do it online you’re subject to our rules and most of the people didn’t book online we contacted the hotel directly.”
The hotel’s General manager, Andy McGinty said, “there was an error which allowed people to book for 1/3 of the rate. ”
He said, they are honoring the rates booked prior to the correction, but an email sent to Janelle baker tells a different story.
“I don’t think it should matter whether you are diamond or whether you’re just a regular Hilton honors member. If you booked your room in advance prior to them realizing their mistake, the rate that you booked at should be honored.”
President of the Better Business Bureau, Carmen Million said, while this type of thing may be legal, ethically, it’s wrong.
“Even though it may be legal, maybe unhappy and this may leave a bad a taste in their mouths so they may consider that as bad customer service and may not want to do business with the company in the future.”
She said, several companies put things in the fine print, leaving people clueless if they don’t pay attention.
“Consumer need to realize, in any situation, they need to realize what their rights are. If they are already in this situation, they can contact the Better Business Bureau or as we recommended to you is that they contact the Attorney’s General office to see if what this company is doing is illegal” said Million.
In a statement, the Attorney General’s Office said, people should call them if they believe a company is engaging in unfair business practices.
we encourage them to file a dispute with our Consumer Protection Section at 800-351-4889 or www.agjefflandry.com.”Mike Dupree, Public Protection Director at the Louisiana Department of Justice
While the hotel said, they are working it out, Baker said, moving forward, she’ll rethink the company she’s been loyal to.
“This does put things in a different perspective for me as for as Hilton.”