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Dweezy48

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I'm looking for some advice on an issue with my marketing rental in Hawaii.

I booked a week in Hawaii for my wife and 3 kids. We go next week. We booked a stay with a suite with two beds in the bedroom and a pull-out couch. We did this because one of our kids has serious problems sleeping in a room with people and she sleeps on the pull-out couches. I called customer service last night to check and see if there was a kitchen area to cook. I was shocked when I was told they had booked me in a single room, with a king-sized bed only.

I asked the associate if she could look into what happened. The associate, who was working at home, told me she would check on it for me. After putting me on hold, she dropped the call after 5 minutes. I called back and got another associate. After going around and around, she said I can see you requested a suite, but they put you in this room and that is what you were charged.

Amazingly I held it together and didn't lose my shit, but I asked her if I could speak to a supervisor. She also worked from home and told me I could not but she could chat online with her superior and ask for a solution. I asked her not to put me on hold this time and she kept me on speaker. She said the supervisor said there are no other accommodations and asked if I wanted to cancel my stay. Do you think I'm going to tell my three kids we are not going to Hawaii next week?

This was a much longer story that I shortened in hope that someone on here would read this.

I'm asking if anyone has had this situation before and how you handled it or do you know someone I could contact to help me out in this situation?

I am also a Hilton Rewards Gold member.

Thank you in advance!
 

GT75

TUG Review Crew: Veteran
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Gig City in Tennessee
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Legacy HGVC
FAVC-Cabo
I would call the resort or hotel directly.
 

pedro47

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Where is this supposedly Hilton outstanding customer service?
 

HuskerATL

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Resorts Owned
HGVC at Boulevard and Craigendarroch Lodges
What property? When you reserve HGVC units, it is in the description of what you will get. It is sounding like you booked a studio versus a 1 bedroom.
 

Wgk101

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Kennesaw, GA
Resorts Owned
Las Vegas blvd
Charter Club Marco Island
Flamingo
I wonder if it was any of the HGVC properties or was it the hotel. I may be wrong, but I am unaware of any HGVC suites with two beds in a one bedroom suite.
 

HuskerATL

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I wonder if it was any of the HGVC properties or was it the hotel. I may be wrong, but I am unaware of any HGVC suites with two beds in a one bedroom suite.
I was thinking the same thing. All 1 bedrooms, that I am aware of, come with a king bed and a fold out sofa in the living room. The 2 bedrooms have a king in one room and the two full size in the second with a fold out sofa in the living room.
 

tahoeJoe

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I wonder if it was any of the HGVC properties or was it the hotel. I may be wrong, but I am unaware of any HGVC suites with two beds in a one bedroom suite.
The HGVC at Kingslands on the Big Island has 1 bedroom units with two double (not queen) sized beds in the bedroom and a pull-out couch in the living room. Plus it has a dining area and a full kitchen. They are quite large over 900 sq ft. They are usually on the first and second floors.
 

Sandy VDH

TUG Review Crew: Elite
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Houston, TX
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Wynd VIP Plat GF, HGVC Elite, WM, HICV, +
But the marketing package doesn't always mean they put you in a HGVC unit it may mean that they put you into a hotel unit at a Hilon Property or other nearby hotel.

If you read the info on the marketing package, it usually gives some disclaimer on the room.
 

letsgobobby

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HGVC - Lagoon, W57th, MarBrisa, Paradise
did you book a hilton hotel or an hgvc timeshare/resort?
 

HuskerATL

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marketing package doesn't always mean they put you in a HGVC unit
That is a good point. If they bought a marketing package often times, it is in a hotel not the resort.
 

RX8

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HGVC and DVC
@Dweezy48 Please elaborate what you mean by your “marketing rental”. As far as I am aware HGVC promos are not for a whole week, which you say you booked. It sounds like a Hilton hotel issue.
 

CalGalTraveler

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HGVC, MVC Vistana
I wonder if it was any of the HGVC properties or was it the hotel. I may be wrong, but I am unaware of any HGVC suites with two beds in a one bedroom suite.
This room option exists on most HGVC Hawaii properties including Maui and Oahu. Japanese tourists demand them. I wish more HGvC resorts had this because you can have a sleeping room in 1 bdrm or 2 bdrm and keep living area free.

However this is a specific room type when booked by HGVC owners so guaranteed. The OP sounds like he rented from Hilton.com or an owner and should take it up with them. May not be an HGVC issue.
 

tschwa2

TUG Review Crew: Veteran
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Maryland
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A few in S and VA, a single resort in NC, MD, PA, and UT, plus Jamaica and the Bahamas
What does the rental confirmation say? Things do get double booked and mistakes are made but if you have a confirmation in hand you are much more likely to get it resolved in your favor and I don't see any mention of having that.
 

brial05

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Who knows if the OP will ever return, but to note: As an owner, I like the marketing deals sometimes on offer BUT you have to be very careful as to what you are sold vs. what is booked.
Also, I never buy the package and book at the same time, I wait to get the package details back in an email.

We are staying at Ohio St. ... 3 nights for $99 + $49 ... I waited almost a year to book the exact dates. The original package was typical Vegas/Orlando and I asked what about Chicago, they said that would be 49$ more, I said no problem.

I only need sit through an owner update to hear about how Max is the only thing that makes sense in the world.
 

dayooper

TUG Review Crew
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The Land of Ice and Snow
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HGVC: The Flamingo, The Boulevard
Who knows if the OP will ever return, but to note: As an owner, I like the marketing deals sometimes on offer BUT you have to be very careful as to what you are sold vs. what is booked.
Also, I never buy the package and book at the same time, I wait to get the package details back in an email.

We are staying at Ohio St. ... 3 nights for $99 + $49 ... I waited almost a year to book the exact dates. The original package was typical Vegas/Orlando and I asked what about Chicago, they said that would be 49$ more, I said no problem.

I only need sit through an owner update to hear about how Max is the only thing that makes sense in the world.
We are there now and enjoy the property. Great location. Haven’t asked me once it even acknowledged my existence. Couldn’t be happier.
 
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