Hilton HHonors - Reward Stay: Deposit Required !!!

I called to make to reservation at the Conrad in Bali, using points, and I was told that the hotel requires a deposit (not a guarantee; your card is actually being charged) even though points are being removed from your account. This sounds like double payment to me.

I stayed at the hotel (during the same month) twice before and we never had that issue. According to 2 HH supervisors (including one that disconnected me) the hotels are free to have their own policy in that matter.:td:

I checked the rules and found, under Hotel Rewards, the following:
"5. All Reward Stay reservations must be guaranteed with a credit card. Some hotels may require a deposit in lieu of a credit card guarantee. Deposits cannot be waived for Reward Stay reservations."

The reason that I had called the reservation center is that I tried to book the reward on line, but after the calendar showed that the dates were available, they were no longer available, once I tried to book those nights. I was being re-directed to the calendar, that was showing the same dates as ..... available !!!
I was complaining about the bug that SPG is presently having on their website, but I think that I will stop doing that; no weird stuff like that at :-:Starwood:-:.

Never mind about the deposit (since you can actually get it back), but look at their cancellation policy. If I am not wrong its something like 14 days during certain period.

I've been told on a handful of reward stay occasions that a deposit is required. But, they never actually have charged my card. Usually this has happened during the extraordinary demand dates, where I call the DDesk and they have to submit a special request to not only stay at the hotel, but to use points or certs.

For instance, I called the DDesk to setup a stay at the in downtown Louisville during the weekend of the Kentucky Derby. They granted my request to stay on points during this high demand time, but said that a $700/nt deposit was required. I said OK, but my card has never been charged and that was months ago. Same situation has happened multiple times.

As long as I get the money back when I stay or cancel within the terms, I really couldn't care too much unless they wanted some ridiculous amount of money.

As long as I get the money back when I stay or cancel within the terms, I really couldn't care too much unless they wanted some ridiculous amount of money.

While the Conrad Bali quotes in USD they actually charge in Indonesian Rupiah. So between them charging and refunding, you may loose (or gain) some money depending on how the local currency is performing.

Never mind about the deposit (since you can actually get it back), but look at their cancellation policy. If I am not wrong its something like 14 days during certain period.

That's nothing! The Hilton Cancun has a 30 day cancellation deadline for reward stays.

Plus, you have to follow up and remember about it. I am booking this stay 7 months in advance, as it is an award.
June is not considered high season at all in Bali.

While the Conrad Bali quotes in USD they actually charge in Indonesian Rupiah. So between them charging and refunding, you may loose (or gain) some money depending on how the local currency is performing.

The El Conquistador in Puerto Rico now also charges a deposit - $100 for a reward stay, regardless of the length of the stay.

I've been told on a handful of reward stay occasions that a deposit is required. But, they never actually have charged my card. Usually this has happened during the extraordinary demand dates, where I call the DDesk and they have to submit a special request to not only stay at the hotel, but to use points or certs.

For instance, I called the DDesk to setup a stay at the in downtown Louisville during the weekend of the Kentucky Derby. They granted my request to stay on points during this high demand time, but said that a $700/nt deposit was required. I said OK, but my card has never been charged and that was months ago. Same situation has happened multiple times.

Same with me. I recently called the DDesk to book a reward stay using Q3FN on weekend at WA NYC. They told me a $771/nt deposit was required. My CC was charged immediately either.
Possibly a new policy.
I really hope to get my money back after staying there. And, maybe making some bucks through diffrent currency exchange rates :D

FT'ers have also reported having to make deposits on reward stays at the Grand Wailea also.

That's nothing! The Hilton Cancun has a 30 day cancellation deadline for reward stays.

Same for Grand Wailea on Maui.

FT'ers have also reported having to make deposits on reward stays at the Grand Wailea also.

Just back from a stay over Thanksgiving, no deposit was required. Maybe depends on timing but sure looked like a high season at the hotel.

Just booked at AXON reward at Hilton FLL beach and was charged $33 on credit card for a stay in April. I don't understand charging me $33. I'm not sure what the hotel plans to accomplish with this deposit. If I fail to cancel 3 days prior to my stay do I get to keep all my points and they just keep the $33? Otherwise whats the money needed for? Going rate for the week I'm staying is ~300per night.

That's nothing new is it :confused: ?
If you don't like it ... don't book it!

That's nothing new is it :confused: ?
If you don't like it ... don't book it!

Thanks for the thoughtful response. I was actually asking a question not complaining. If I fail to cancel in time do I get all my points back and just lose my $33?

Your best bet is to read your reservations details or the confirmation email. Both of these should spell out your terms. Anything from others is either speculation or the terms from a different reservation that may have different terms.

Typically, my reward reservations specify a one night cash penalty for no shows with the points being refunded. Fortunately I have yet to be a no show, so I have no direct experience.

Again, read your email, it should be there.

These advance charges have potential problem written all over them. I never assume accuracy; just more tracking responsibility. Case in point --- Prior to my October stay at the Hilton Orlando Convention Center, I repeatedly made and canceled a variety of paid and reward reservations (the rate kept dropping). Every time I made a new reservation (either reward or paid type), another pre-charge was rung up on my credit card. On check-out day, I brought along all my relevant past month's credit card statements to ensure accuracy and made sure I got it writing that all outstanding credits would be processed. It took another month or so after my stay before everything was completed. No errors, no problems but it required vigilance and hassle on my part. At one point, the hotel had about $10k of my money for two nights that ended up costing $351. They even charged me the resort fee during the stay while I was in a overall credit balance state. What a chore bore. I certainly wouldn't relish doing this overseas with fluctuating exchange rates and credit card Foreign transaction fees.

Had to cancel my AXON FLL beach stay and the $33 was auto credited back to my CC.

I am looking to book a room in Green Bay for a Packers game. Well the room rate is either $379 (gouge much?!?) or 25,000 points. I of course want to use points but want to clearly understand the cancellation policy as football season is still in bit in flux.

Do I get lose the points or get charged the $379 if I cancel? or both?

From the rate details:

Guarantee Policy
There is a credit card deposit required for this reservation.

Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.

Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.

Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.

No-shows or cancellations of Reward Stay Reservations outside of the time frame set by the hotel's individual cancellation policy will be charged one night's room and tax at the hotel's Best Available Rate for that date.

I am looking to book a room in Green Bay for a Packers game. Well the room rate is either $379 (gouge much?!?) or 25,000 points. I of course want to use points but want to clearly understand the cancellation policy as football season is still in bit in flux.

Do I get lose the points or get charged the $379 if I cancel? or both?

From the rate details:

Guarantee Policy
There is a credit card deposit required for this reservation.

Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.

Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.

Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.

No-shows or cancellations of Reward Stay Reservations outside of the time frame set by the hotel's individual cancellation policy will be charged one night's room and tax at the hotel's Best Available Rate for that date.

Well, there is a set policy in place. However, IME, f you're a Diamond, they'll re-deposit the points back in your account, no questions asked. You don't denote your status, or any info, in your profile, however, so this would be alot of guesswork on our part.

If you cancel before the cancellation deadline you get the points back and aren't charged. If you no-show, you (probably) get the points back but are charged.

If you cancel before the cancellation deadline you get the points back and aren't charged. If you no-show, you (probably) get the points back but are charged.Hmmmm ... the cancellation policy for that award booking is different from that for most reward bookings.

I suspect that if, after booking, a cancellation is attempted, geoggirl will be at the mercy of the Hotel as to if the points can be refunded. This appears to be a special policy for a evening of "high demand" due to the Packer's game being scheduled:
Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.The standard award cancellation policy is generally something like:Cancellation Policy

If you wish to cancel, please do so by 4pm, hotel local time, on the day of arrival to avoid cancellation penalties.

Had over 6 reward stays from the incredible second quarter last year (please bring it back) all were 33 deposits.

I am looking to book a room in Green Bay for a Packers game. Well the room rate is either $379 (gouge much?!?) or 25,000 points. I of course want to use points but want to clearly understand the cancellation policy as football season is still in bit in flux.

Do I get lose the points or get charged the $379 if I cancel? or both?

From the rate details:

Guarantee Policy
There is a credit card deposit required for this reservation.

Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.

Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.

Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.

No-shows or cancellations of Reward Stay Reservations outside of the time frame set by the hotel's individual cancellation policy will be charged one night's room and tax at the hotel's Best Available Rate for that date.

Wow! This is eery! I was looking to hear what other's thought on this as well. I actually phoned the hotel regarding this same conundrum. At first I acted as if I was crazy enough to pay the $400+ a night rate for the hotel. I asked the front desk attendant "if the game that I'm coming for ends up being cancelled, is the hotel going to reverse it's policy and give people their money back?" I was told "absolutely not." Really, I think its pretty dirty business to jack the rate on a lowly HGI in Green Bay up to $400+, but then to rob people of their cash if the one and only event people are staying for is cancelled. Not to mention they're requiring a 2 night stay, paid or points notwithstanding.

I then switched gears and asked how they'd handle points reservations. She wasn't sure but she did say "if you would call the Hilton Hhonors number in this situation, they would work with our manager to get your points/dollars back.

How I interpret the cancellation policy is that I'd get my points back no problem, but then I'd have to pay ONE night's stay at the then-prevailing rate. If there is no season or missed games, the rate on that property *should* plummet back to reality. I went ahead and booked on points anyway. I figure I'd rather have the room and stand a decent chance of getting my points back and not being charged. I'm a gold and have stayed at that property many, many times.

Bottom line, I still think it's very shady on behalf of HGI Green Bay...

You people in the USA are lucky, you pay your deposit in $ and get the money back in $.

In my case (from UK) I pay the deposit in $ but my card gets charged at the "buy dollar" rate into UK£. When the hotel redeposits the amount in $, I get the UK£ equivalent of the "sell dollars" rate.

This means i end up paying 5% of the deposit out of my pocket. I know it does not go to Hilton (the bank takes it), but it is still a cost......

I suppose you people in the US will suffer if the hotel is outside the US and the deposit is in local currency tooooooo.... But none of you from the USA have complained about that on this thread.

OK, I will officially register my dislike for the issue as well - book in Euros or Pounds, same thing happens - in spades if the currency used falls in the interim. The credit card company will also charge us a conversion fee of 3% in many cases, and some may try to do it both ways. (Those leeches will even charge a 3% fee for buying a BA ticket in the US with US dollars, because it is a "foreign entity".)

Then you have those properties, like in Godzone / Australia, that charge for using a credit card. I'll register my intense dislike here and now, as well.

You people in the USA are lucky, you pay your deposit in $ and get the money back in $.

In my case (from UK) I pay the deposit in $ but my card gets charged at the "buy dollar" rate into UK£. When the hotel redeposits the amount in $, I get the UK£ equivalent of the "sell dollars" rate.

This means i end up paying 5% of the deposit out of my pocket. I know it does not go to Hilton (the bank takes it), but it is still a cost......

I suppose you people in the US will suffer if the hotel is outside the US and the deposit is in local currency tooooooo.... But none of you from the USA have complained about that on this thread.