Flyer Jon
Mar 2, 05, 1:29 pm
Mrs Flyer Jon stayed at the Hilton San Fran last week. I made an on-line reservation at Hilton.com for two nights at $180 per night.
The day before she checked in, I remembered the hotel had given her a comp night due to problems she'd encountered last October. Called hotel and they said they would comp one night and charge for other.
Yesterday, I noticed that the stay posted to our Mutual HHonors, but with 0 points & miles, and no stay credit towards status requalification.
I called CS and they told me that they will post points for the dollar amount on her bill, but not miles or stay credit. They explained:
Only paid or points reward stays will count.
But, say I, one night was charged, so it was a paid stay that happened to also have a comp night. I felt that was logical. I was wrong, a supervisor explained that if a stay contains a comp night then the whole stay is treated as comp (for rewards purposes), and, as such, is not eligible for miles or stay credit. I asked where this policy appears in terms & conditions and was told it didn't -- the only reference is related to complete comp stays:
11. No point or stay credit, airline frequent flyer mileage credit or credit toward tier status will be awarded for wholesale/tour operator packages, contracted airline crew rates, travel industry rates (including but not limited to travel agent discount rates), complimentary or barter rooms, stays on NET Group, Series Group or IT Group rates, contracted Entertainment or Encore rates and stays using airline percent-off award certificates. Stays that are booked via third party websites other than the websites of Hilton HHonors airline partners are not Eligible Stays irrespective of rate paid, for the purpose of earning points, miles or stay credit toward VIP tier status. Stays booked via "opaque" channels where the brand is unknown at the time of purchase are not Eligible Stays for the purpose of earning points, miles or stay credit toward VIP tier status, or the receipt of VIP tier benefits such as upgraded accommodations / amenities or access to health clubs. No point or stay credit, airline frequent flyer mileage credit or credit toward tier status will be awarded for "no show" situations when a member has made a reservation guaranteed with a credit card but then does not check in to the hotel--irrespective of whether or not the member's credit card is charged for any portion of the reserved stay per the hotel's "no show" policy.
The supervisor agreed to credit us for the stay, but would make a note in our profile, that it was a one-time courtesy.
Anyone else come across this anomaly?
Although we were made whole, it seems very strange that a paid stay is not always a paid stay.
The day before she checked in, I remembered the hotel had given her a comp night due to problems she'd encountered last October. Called hotel and they said they would comp one night and charge for other.
Yesterday, I noticed that the stay posted to our Mutual HHonors, but with 0 points & miles, and no stay credit towards status requalification.
I called CS and they told me that they will post points for the dollar amount on her bill, but not miles or stay credit. They explained:
Only paid or points reward stays will count.
But, say I, one night was charged, so it was a paid stay that happened to also have a comp night. I felt that was logical. I was wrong, a supervisor explained that if a stay contains a comp night then the whole stay is treated as comp (for rewards purposes), and, as such, is not eligible for miles or stay credit. I asked where this policy appears in terms & conditions and was told it didn't -- the only reference is related to complete comp stays:
11. No point or stay credit, airline frequent flyer mileage credit or credit toward tier status will be awarded for wholesale/tour operator packages, contracted airline crew rates, travel industry rates (including but not limited to travel agent discount rates), complimentary or barter rooms, stays on NET Group, Series Group or IT Group rates, contracted Entertainment or Encore rates and stays using airline percent-off award certificates. Stays that are booked via third party websites other than the websites of Hilton HHonors airline partners are not Eligible Stays irrespective of rate paid, for the purpose of earning points, miles or stay credit toward VIP tier status. Stays booked via "opaque" channels where the brand is unknown at the time of purchase are not Eligible Stays for the purpose of earning points, miles or stay credit toward VIP tier status, or the receipt of VIP tier benefits such as upgraded accommodations / amenities or access to health clubs. No point or stay credit, airline frequent flyer mileage credit or credit toward tier status will be awarded for "no show" situations when a member has made a reservation guaranteed with a credit card but then does not check in to the hotel--irrespective of whether or not the member's credit card is charged for any portion of the reserved stay per the hotel's "no show" policy.
The supervisor agreed to credit us for the stay, but would make a note in our profile, that it was a one-time courtesy.
Anyone else come across this anomaly?
Although we were made whole, it seems very strange that a paid stay is not always a paid stay.