The Hilton Los Cabos Beach & Golf Resort just sent me an email to explain the mistake rate many of us had booked on Thursday:
First of all we would like to thank you for thinking of our Hotel for your trip to Los Cabos and for being a valued member of our Hilton HHonors program. As you may know our area was devastated by Hurricane Odile in September causing our resort to be closed since that time. We are working hard to reopen soon.
Our records indicate that you have a reservation with us that was made yesterday March 26, 2015 during a testing of our systems as we work towards reopening the resort later this year. These reservations were mistakenly enabled by a software issue during our reservation system rebuilding process. For a period of one hour units of time share ownership which are not part of the resort inventory were able to be reserved online. This computer system issue has been resolved and we are reaching out to our HHonors guests who have these reservations to advise of this issue.
These time share units do not belong to the resort inventory hence cannot be reserved in this fashion. You must be a time share owner to have access to this process and the system rebuilding process resulted in this online opportunity by to book them inadvertently. All of these reservations will be cancelled and we regret any inconvenience this system software issues may have caused. If you are interested in further information on time share ownership in this area please advise us and we will be happy to connect you with additional information.
HHonors points have been credited back to your account already and may take a short period of time to appear back in your account. Again, we sincerely apologize for any inconvenience this computer system issue may have caused you. Once more thank you for being a Hilton HHonors member and we hope to see you in Los Cabos soon.
I do understand that some hotels just don’t want to be on the hook for mistakes on their booking systems, but on the other hand, I find it just not enough to simply cancel. I think these mistakes rates have a lot of potential for hotel marketers. Here is what I think and what I’d love to see honored voluntarily by the hotel industry worldwide:
– mistake rates get a lot of attention on forums and blogs in the first place
– a chain or individual hotel honoring a reservation (even if modified) gets a lot of goodwill here
– a hotel should honor mistake rates that do not exceed 20% of rooms for any particular day (if exceeded, the excess should be randomly cancelled)
– for everyone else, a discounted rate of 30% off should apply and be bookable for up to 40% of all available rooms
– no bookings over 4 nights are honored
– each person who booked should be required to produce a review and trip report and post it on 3 different sites (FlyerTalk, blogs, TripAdvisor)
– a deposit of $350 should be charged when the mistake bookings settle; this will be released only after the reviews have been posted and approved
Depending on the mistake (and the amount of bookings), many hotels will suddenly voluntarily produce mistake rates 🙂
What do you think?
Pictures courtesy of tripbadger.com