Purpose of a Confirmation Number

Can someone tell me the purpose of a confirmation number?  I had always thought it was the consumer's security or proof that a reservation had been made.  While I am at it, maybe someone could also explain to me the purpose of a reservation.  I had assume a reservation meant you reserved an item, which meant it would be available to you at a certain time and price.  Based on this week's events and the TERRIBLE customer service of BUDGET Rental, I have been wrong in my assumptions and thoughts.

Let me start with our friends at Hilton Hotels last week Friday.  We had booked a room in April at a Hilton Hotel near Albany.  The hotel was recommended by the tournament we were attending.  We went online, left all our information including credit card, and received our confirmation number.  Since that booking we have received weekly marketing emails from the Hilton.  Our arrival date was confirmed as Friday, July 16th and we were informed that we could not check in prior to 3pm.  Also, if we cancelled prior to 24 hours, our credit card would be billed for the entire amount.  Thursday, July 15th we received an email confirming our room and stressing the cancellation policy.

We arrive at the Hilton at 5:30pm on Friday (our confirmed arrival date) and we are informed that they do not have a room for us.  Well there must be a mistake because we made reservations, have a confirmation number and even received a reminder confirmation less than 25 hours ago from your company.  The manager apologies, states she realizes we had a room booked but they do not have a room.  So she will be sending us to the Holiday Inn Express.  But we have the damn confirmation number!

After explaining to her, that my son's team is staying at this hotel and that we just drove 5 hours and that we have dinner reservations with friends in 1 hour, she said not to worry the Holiday Inn is fine.  We tried to be adult about it.  She said the HIlton would pick up the tab for our room at the Holiday Inn and sent us away with a form letter.  Apparently this happens all the time.

I can understand a mistake and at least the hotel tried to compensate us, but why were we the ones who were booted out to stay at an inferior hotel?  We chalked it up to poor hotel management and forgot about it.

This Friday we were once again struck with the irrelevance of the reservation and confirmation number.  We are driving with friends to Hershey PA for another lax tournament and felt out SRX was not big enough.  Tuesday we visited BUDGET car rental and discussed options with the manager there.  That afternoon we went home and reserved a Ford Explorer for Friday pick up by 11 am.  Once again we gave all information, including credit card and received our all holy confirmation number.  Thursday we received our reminder email with the cancelation policy reiterated.  If we did not pick up the car by 11, our card would be charged and we would lose the reservation.

Friday at 10 am we went to the beastly BUDGET and were told they did not have our vehicle AND four other people were waiting for one ahead of us.  But we have a reservation and a confirmation number.  The woman actually said "Well what do you want me to do?  We don't have the vehicle?"  Not  even an apology!  So what are we to do?  We need to leave in an hour and we have no vehicle.  My husband calls corporate bullshitters at Budget to find the exact same response.  No customer service what so ever and no compensation for our nightmare.  Not even a nice apology.  Simply cocky, arrogant sarcasm.

We are boycotting BUDGET and ask you to do the same.  I have no recourse as a customer, except to stop using them.  I plan on writing a poor review to EVERY online entity available to me as well as working on a letter to the editor.   It will be time consuming but it will at least be something I can do.

So someone please help me ... what is the purpose of the reservation and the confirmation number?