We were offered a special rate of $199 a night at the Hilton New York as part of a package deal by the organizers of a trade show. Although we requested this rate at the time of booking, the reservation agent reported that she could not find it on Hilton's system. We were denied this rate and instead booked at $239 a night for three nights for two rooms, resulting in a $240 overcharge.

We took up the matter with the organizers of the trade show, who later informed us that there was some kind of glitch in the reservation system and that we should get the special rate. When we checked the hotel website, we saw that they were indeed offering this special rate — though it was not offered to us.

I have spoken with the reservation agent and also emailed the hotel but they have declined to honor the discounted rate. I would appreciate it if you can resolve this.

Joy Valentine, Chapel Hill, N.C.

If you were offered a $199 a night rate, you should get it.

A review of the email correspondence between you and Hilton shows you repeatedly asking the hotel to fix the rate error, and hotel representatives repeatedly refusing your request.

The rate you booked is a special prepaid, nonrefundable price. In Hilton's view, you accepted a higher rate and agreed to its terms, and you're stuck with it.

Hilton could have worked with you. Even if it didn't adjust the nonrefundable rate, it could have offered a voucher to offset the extra cost, or a free room night, or at the very least, a sincere apology for the misunderstanding.

It did none of those things, as far as I can tell.

You might have enlisted the help of your conference organizers to fix this. Meeting planners have a lot more power than individual hotel guests, because they not only represent a huge number of customers, they also make decisions about future conventions.

I also think you should have considered using another argument in your emails. You wanted Hilton to revise your rate on a technicality. Instead, you might have simply mentioned that you were not having a positive experience.

Hotel employees are trained to do everything in their power to make an unhappy guest happy. I think your argument about rate availability for a convention took this discussion in the wrong direction.

I contacted Hilton on your behalf, and it agreed to honor the $199 rate.

- Christopher Elliott