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Hello,
Can anyone please help?
My husband and I are due to travel to Warsaw this weekend with our daughter (11) for the Taylor Swift concert. We booked a Deluxe King HH room via the Hilton Website which is advertised as sleeping 3 people. Today, just two days before we travel, I received this email from the hotel. We have gone back and forth several times, and I have also contacted Hilton directly via web chat who said there is nothing they can do and I need to contact the hotel directly. The best I have gotten from the hotel, who are being very unhelpful, is that they will try to give us a spare bed but that they cannot guarantee this and we won’t know until check-in. Even a mock new booking shows the same room advertised as being for three people, and my booking confirmation clearly states two adults and one child.
As they’ve left this so late, accommodation in the area is very expensive and not convenient. Am I missing something here? Am I in the wrong? We are HH gold.
Thank you for choosing the Hilton Warsaw City hotel.
We would like to bring to your attention an important detail. Although your reservation indicates a triple room, please note that the room is equipped with only one large King-Size bed. Unfortunately, due to spatial constraints and availability, we regret to inform you that we cannot guarantee an additional bed in the room during your stay.
How many beds was the room advertised as having? If only one, and you didn’t request and confirm an extra bed for your daughter, then I’m not sure there’s going to be much you can do. I would always take it that if there’s only one bed in the description and no mention of adding a rollaway, then they expect you to all share the bed!
Have you asked if it’s possible to change to a room with 2 doubles, or a double and a single? (Though I am guessing the hotel is going to be very full that night)?
As a last resort if you’re not keen on all squeezing in together, could you pack a sleeping bag for your daughter? You might be able to put together a makeshift bed with that and some chair cushions, kids generally cope better with this kind of arrangement than adults!
I hope your daughter has a lovely time despite the awful events this week.
I expect the hotel will be full of families attending the concerts and most of their extra beds have been booked up
Plenty of Hiltons have no problem with a 17yo “child” sharing a bed with their parents… by which I mean they don’t charge extra for having a 3rd person in the room
I’d echo the above comments – the room can accommodate 3 and the hotel has no issues with that. It is just that they don’t want to commit to providing an extra bed. You can’t force them to and it is going to be a very busy weekend.
I’d recommend to keep reminding them politely at any opportunity, but also plan for alternatives – all of you together in the King or a sleeping bag.
Have a great weekend
I’ve just tried a dummy booking. It actually says ‘Sleeps up to 3 (third guest on an extra bed)’. I’d have thought you’ve got a very good argument that they’re in breach of contract by not supplying that extra bed (are you expected to bring it yourself?). That said, arguing they’re in breach isn’t going to get you the bed you want if it’s not available. I’d be arguing very strongly however for some form of compensation. Points or dinner etc.
Probably an idea to take a screenshot of that in case it disappears!
If a room is advertised as sleeping 3 (not 2 plus a child), then it has to have sleeping facilities for 3 people. That could be a bed plus a sofa bed. But no reasonable person would expect a booking for 3 adults to result in the 3 people sleepibg in one bed in a Hilton.
It’s a contract, assuming the confirmation states 3 people, they have to provide it. It’s likely that with the concert they are now short of extra beds, but that is what they contracted.
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