Hilton HHonors - Print-out required at check-in = dumb

Last September, I reserved a two-night stay at the Doubletree Metropolitan in NYC for this past weekend. Great hotel and killer location, btw.

At check-in, I presented my photo ID, gave them a credit card for incidentals and, amazingly the clerk said I also needed to produce a print-out of my confirmation. A PRINT-OUT? I'm sorry... is it 1996?

OF COURSE I didn't bring a print-out! Luckily I had my laptop and with only 15 minutes and $5 cash, I was able to produce a print-out in their business center.

Yep... right at the top of the confirmation email that I received *cough* last September was the print-out policy.

"SPECIAL NOTE: Please be sure to bring a printed copy of this confirmation with you, which includes the Reward Confirmation ID required for check-in."

How silly of me to not check over the email for print-out requirements or requirement for payment in Yap Island stone money.

OK this is THE dumbest new policy that HHonors has ever come up with. They claim it's to reduce fraud and abuse. A print-out is going to thwart someone who's determined to barter or steal points? Gimme a break.

Hilton is just tripping all over itself about the new check-in kiosks in their lobbies. They're awfully pretty. And you get a great view of them when you walk in because no one's ever using them.

If they're going to require a print-out to "prove" that the free stay is legit, they might as well wheel out those kiosks and replace them with writing desks, quill pens and papyrus scrolls for check-in.

C'mon Hilton. This new policy is just silly. Kill it. Now.

Not having a printout for a reward stay is rather foolhardy in my opinion. I know that I always have printouts for all of my stays, but especially for the reward ones. While I don't know that this is required, it certainly helps when you're checking in.

Quite simple really.

On the certificate it has the reward certificate/Confirmation ID. This is a serial code/number required by the Hotel so they can bill HHonors for your stay.

There is also a "Control Number" which HHonors use to verify the validity of the certificate number.

I agree that its a silly policy, and it always causes me a bit of stress when I'm checking in for award stays. However, I'm also a bit of a fanatic about printing out my confirmation pages even for paid stays and bringing them with me. On a few occasions its saved by backside when the clerk could not initially find my reservation.

Maybe I'm a bit over the top, but whenever I travel (biz or personal), I prepare a pocket folder for each trip, and all of my travel documents go in it. That includes copies of the air itinerary (and bp's, etc), hotel, car rental, maps to get from airport to hotel (if needed), as well as anything else I may need.

There's been a few times when the hotel room rate was different than what I had booked, and a copy of the itinerary came in extremely useful. More often, I need it for cars though, since I reserve sat radio, which is hit or miss (and if it is a miss I want something else).

Especially when redeeming vouchers, I'd definitely include copies of those.

Most times, these docs stay right in that folder, but occasionally I do need to pull them out (like for a lei greeting at KOA), so its handy to have copies of everything....we called it CYA in the Army.

Somehow, someway, airlines manage to keep track of millions and millions of trips on etickets with no paper documentation. Somehow, someway, Starwood and Marriott are able to process award stays with no print-outs.

I travel lots and lots every week. Rent hundreds of cars, book dozens of hotel rooms (yes, even at Hilton properties when I'm paying) and take scores of flights without a scrap of paper at check in.

Except and only at Hilton on an award stay.

I reiterate: silly and pointless.

If you wanna print out and carry every email confirmation, your entire Outlook calendar and every one of your plastic loyalty program cards when you travel, that's certainly your right. But, like wearing a belt and suspenders, it doesn't make it necessary or sensible.

I've been on many many reward stays at different Hiltons, and I've never brought with me any print outs.

1. When I reserve via phone, I have them to transfer the reward certificates to the hotel (by fax I suppose) or enter the reward number into the comment field.
2. When I reserve online, I've never had to show them any certificates. They somehow are able to dig them up. If not, the hotel them self calls up Diamond Desk (or similar)

It pays to be a Diamond member... :)

Heffa: This is a totally new rule as of about 60 days ago. I'm Diamond, too (for six years now) and have never needed a print-out until this stay.

maledictis,
Actually this rule has been in effect for at least the past 3 years when I started redeeming points. The reward certificate has always said to present it at check-in. Whether the hotel asks for it is up to them. Of my last 5 award stays, 3 asked for the certificate.
I always bring the certificate just in case my reservation can't be found or the hotel denies the award. Happened once but I had the certificate to prove it was an award stay rather than a paid one. I always bring the confirmation whether it's a paid stay or award stay.

Heffa: This is a totally new rule as of about 60 days ago. I'm Diamond, too (for six years now) and have never needed a print-out until this stay.

I've been Diamond for years too ....and have always needed a print-out of reward stay certificates. I would never think to travel to a Hilton property for reward travel and not have my travel certificate on me.

In the "old days" they'd mail a certificate ...but at least now they have the ease of getting it online to print yourself.

I've been Diamond for years too ....and have always needed a print-out of reward stay certificates. I would never think to travel to a Hilton property for reward travel and not have my travel certificate on me.

In the "old days" they'd mail a certificate ...but at least now they have the ease of getting it online to print yourself.

The Doubletree M.O.D. told me they never needed any printed documentation until this new policy went into effect. She said she thought it was silly, too and that it's been an operational nightmare since it went into effect. She comped my breakfast for the delay at check-in and paid the $5 it cost me to print out the email in their business center.

I've had many free stays at Hilton/Doubletree/Embassy Suites, including Hiltons abroad, and was never asked to show anything but an I.D. until last weekend.

Maybe you just look shifty, Weatherboy ;)

It is not a new policy. Every award I've redeemed with HHonors has had the please print out confirmation message on it. Now some hotels don't bother asking for the print out, but many do. In my experience it is about half and half.

In any event I always print out my confirmation, award or not. A number of times I've had bills corrected because the hotel charged the wrong amount (eg charged for the "free" room upgrade in error).

I am at a loss here. I have been doing reward stays for several years. I have never had a reward stay print out that did not say that I needed to bring this CIRTIFICAT to the front desk. I have never had a front desk that did not ask for the cirtificate. It is no different than Marriott - the other award hotel that I participate in.

been a HH Diamond for years upon years upon years, and have always needed to produce a printed copy of my award confirmation wherever I have stayed ... and it has always been noted - both on-line during reservations and on the confirmation - that I needed to bring this confirmation for check-in at the hotel

maybe some HH properties don't ask for it - but not any that I have visited

GMF

Too funny some of this.... the OP comes here ranting about "the stupid new HH policy" then he goes on to say he never read the printout

Not to mention he goes on to berate those "idiots" who are careful enough to actually the stuff sent them by HH.

Now ask me who on this thread comes of appearing silly?
I suppose if you are busy "renting hundreds of cars" you have very little time to read some pretty simple instructions:D

mike

been a HH Diamond for years upon years upon years, and have always needed to produce a printed copy of my award confirmation wherever I have stayed ... and it has always been noted - both on-line during reservations and on the confirmation - that I needed to bring this confirmation for check-in at the hotel

Agreed. I've also been diamond for several years, and have always needed to present my award certificate to the front desk. Two years ago, I had an award stay at the Doubletree Suites Times Square, and had to give them my award cert. Otherwise, I'm always at international properties. The Asian hotels are particularly stringent about wanting the cert. Now, I proactively offer it when I arrive at the front desk.

Does anyone know who supplied the Hilton group data processing systems and applications? I'd love to make a sales call to their IT department.

Does anyone know who supplied the Hilton group data processing systems and applications? I'd love to make a sales call to their IT department.

:D:D:D ^


I've been a HH Diamond for hundreds of years/months/weeks/days/hours/minutes... and I always (or never) am asked for a printed confirmation and it is never (or always) printed on the confirmation that I have never (or always, but usually never) printed out. It always (or never, but actually always says) that it should be presented to the front desk. Any questions?


I don't know how many award stays I have done off the top of my head but I think I have been asked 60% of the time for a printed confirmation. I just say, "The Diamond Desk said they were going to send it to you." 99% of the time the agent goes, "Oh ok, I'll check on that later after I get you checked in." The 1% involved a manager type walking over and checking on what was up and saying the same thing, "Oh, it probably hasn't come in yet. Go ahead and get them checked in and we'll take care of it later."
This would be after I actually asked the DD to send it to the hotel in 90% of the cases.
I have never had a problem checking in or being billed incorrectly that I recall... and I am quite ugly and slovenly... I also smell funny when it rains, so you can't chalk it up to my good looks and debutante attitude.

Rule 1: Look like you know what you are doing and like you belong.
Rule 2: If someone questions you, act slightly apologetic and refer to Rule 1.
Rule 2a: Tell them you knew (or depending on how drunk you are, know) Conrad and their treatment of you will not reflect well on their annual review.

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"SPECIAL NOTE: Please be sure to bring a printed copy of this confirmation with you, which includes the Reward Confirmation ID required for check-in."
C'mon Hilton. This new policy is just silly. Kill it. Now.
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Isn't there an option to have the coupon for the award stay sent to the hotel, rather than to you?

BTW, I always carry a hard copy of my confirmation with me ... so that I have the phone number for the hotel handy if they're picking me up, or so that I can show the address to a cab driver, or have something to show an airline when they 'lose' my luggage etc.

Bob H

Typically, I check in and am asked for a printout. "There's no hurry, you can bring it to our desk later" ,is also typical. This goes back at least 5 years.

The op must have more faith in car rental companies than I do. I always have a copy of my reservation. At least 2 times a year I have to pull it out. And I only rent some 40-50 times a year.:)

I've been Diamond for years too ....and have always needed a print-out of reward stay certificates. I would never think to travel to a Hilton property for reward travel and not have my travel certificate on me.

In the "old days" they'd mail a certificate ...but at least now they have the ease of getting it online to print yourself.

Does anyone know who supplied the Hilton group data processing systems and applications? I'd love to make a sales call to their IT department.

Congratulations! YOU got the point of the original posting. While these idjits are posting replies for the sole purpose of crowing about what experienced war warriors they are (yawn), YOU, birdstrike, understand the fundamental problem I addressed: that Hilton's award check-in process is broken and byzantine.

I agree with you, birdstrike. Hilton needs to figure out what the airlines have been doing for years now and make the process paperless. Updated software, perhaps and/or some process reengineering would bring them there.

YOU, birdstrike, understand the fundamental problem I addressed: that Hilton's award check-in process is broken and byzantine.You are the only one who seems to think the process is somehow broken, it appears to work for everyone else, and even appeared to work for you, you just didn't know what the process was.

The process is also not byzantine (http://www.m-w.com/dictionary/byzantine), it's quite straight-forward, you should have a printed copy of the award confirmation, I fail to see what is so byzantine about that.

I guess I am glad I am a little anal retentive! I print and bring copies of everything with me.

Last week, at a small private hotel in NYC, I have changed the dates of my stay over the phone, with the receptionist (like I always do). I go to check in and they tell me Ms. LongingforORD "we had you as a no-show for last night". ME- "huh?". I told them I had called, they asked for a written confirmation change, which I did not have (since I did it over the phone). I then pulled out my airline e-ticket receipt with the dates clearly printed, along with my hand written changes, along with the time, date and person I spoke to when I made the change. "ok, no problem, can we take a copy of this to show accounting?". Sure, no problem. The then credited the $400 for the no-show, and re-charged me for the room they found for me, in an other wise sold out hotel. (ok it was a handicapped room, but at least I could sit down in the shower!).

When traveling, always assume the responsibility lies with YOU. Then you know who to blame when things go wrong:D

This is certainly not a new policy - the confirmation emails have specified this for at least several years. But - it is very inconsistent whether hotels ask for paper certs. I estimate about two thirds of the time I never get asked for paper and the other third they make a big deal about it. The most zealous were at Hiltons in Japan and a Doubletree in Norfolk, VA (go figure?).

You are the only one who seems to think the process is somehow broken, it appears to work for everyone else, and even appeared to work for you, you just didn't know what the process was.

The process is also not byzantine (http://www.m-w.com/dictionary/byzantine), it's quite straight-forward, you should have a printed copy of the award confirmation, I fail to see what is so byzantine about that.

I had to write a paper check yesterday. For a magazine subscription. It was the first check I've had to write since March of this year.

The process isn't broken (for that publisher), but it is antiquated and (now) byzantine, if not rococo. :p

I carry printouts with me as well, but more for my own reference. A corporation should not need them in this day and age.

This is a totally new rule as of about 60 days ago. I'm Diamond, too (for six years now) and have never needed a print-out until this stay.

For as long as I can remember HHonors redemption works on the paper system. I am surprised given the frequency of your stay with Hilton for over 6 years you have never been asked for one until now.

OP is right the system is silly.
We often book reward stays through the diamond desk when we're about 20 miles away from the hotel. We're driving along - decide we're about where we want to stay for the night and make the call. We just have the DD send them a fax - no muss no fuss. The printout thing is redundant - I have a confirmation number, my HH Diamond card, my credit card and my ID. The information shows up when they pull up my account. Why waste the paper?

We literally live in Hilton Family properties (all but about 25 nights so far this year) and never print out the reservations. There is no need and it's just one more thing to drag around in my bag. Also why would I spend $5 to print out something at their business center when I don't have to?

I believe that the issue is the award certificate. The checkin clerk needs to see the copy for every award reservation. Somehow the certificate is not linked to the reservation.

I suppose they are trying to prevent someone from redepositing the points after the reservation is booked.

BTW, should alway carry a copy of etickets and hotel reservations. If things go sour you will appreciate a copy.

I'm with aztimm - when I travel I like to be covered for the time something doesn't work - the hotel has lost the booking, BA says they have no record that my Club Europe seat was actually portside, etc. etc. I

I also read the e-mailed confirmations and award certificates to be sure the dates, price / location / points are OK. I have received some surprises this way - e.g. the Athenee Palace Hilton Bucharest hotel award confirmation that was marked "Diamond Stretcher" and took fewer points.)

That, as well as previous award confirmations over the years, state: "SPECIAL NOTE: Please be sure to bring a printed copy of this confirmation with you, which includes the Reward Confirmation ID required for check-in. Also, be sure to fully review the Terms and Conditions" prominently, toward the top of the certificate. Why would I not do so?



Some barely functioning hotel clerks with poor training and off in six weeks to get fifty cents per hour more = DUMB! Taking copy of printed award cert = SMART! ;) (At the Hilton Narita, they have been especially obsessive, and have even made copies - going back a number of years of using them when they were at 10,000 points per night.)

Then again, as a longtime technical diver, my middle initials should probably be "RTFM." :D

Quite simple really.

On the certificate it has the reward certificate/Confirmation ID. This is a serial code/number required by the Hotel so they can bill HHonors for your stay.

There is also a "Control Number" which HHonors use to verify the validity of the certificate number.

serfty, you might want to add Mile Tracker to your utilities

http://www.usatoday.deskport.biz/

Just a suggestion

The checkin clerk needs to see the copy for every award reservation. Somehow the certificate is not linked to the reservation... BTW, should alway carry a copy of etickets and hotel reservations. If things go sour you will appreciate a copy. You get an award cert number and a res number, and the first is the currency you use to pay for the second. Note that award certs are not tied to a specific reservation -- even if you specifically redeem X points for Y nights at Z property, the cert says "Certificare valid for Y free nights at any Category N property."

So you could not bother to print it out, and count on Hilton and the property to confirm that it exists in your account record or database. But if they can't find it, or deny it exists, what do you do?

It's the difference between a credit card account and a credit card. I still carry the card even though I know the number.

As e-minded as I am I do make a minor fetish of stacking all my trip-related printouts in the order they will be needed and taking them with me. Better to be equipped with proof than beg for acceptance. :)

Print-out required at check-in = dumb

maledictis:

I understand your frustration ... you should sell your story to the old man at "60 minutes" .. the one on the end, complaining about all and everything.

.... and you should also demand, that all docs, papers, letters you get, are firmly punched with holes for easier filing. :D BTW, I had a customer who demanded this in writing from all senders who didn't send him punched letters with those 3 holes ... that's the way to go!:rolleyes:

I see one reason Hilton should go paperless all the way: When you book on line over WiFi, you mostly don't get a printout.

I think maledictis seems to have forgotten one of the TOS of FT, which is no name-calling. Because others don't necessarily agree with him does not make them idiots. Very poor form. :td:

Cheers.

You get an award cert number and a res number, and the first is the currency you use to pay for the second. Note that award certs are not tied to a specific reservation -- even if you specifically redeem X points for Y nights at Z property, the cert says "Certificare valid for Y free nights at any Category N property."


I thought the same thing, but I had a recent experience that showed that the certificates ARE connected to the reservation. I had booked an Award reservation for a weekend that we needed to cancel, so I went online and canceled the reservation as you would for any reservation. It then informed me on the screen that the points would be returned to my account and the certificate canceled! I was expecting to have to call CS to request the certificate canceled and the points returned but it all happened automatically from the web site.

While I agree I shouldn't have to take a paper copy of the award cert, the fact is that many companies still operate this way. I've had to turn over the cert 100% of the time. I also carry copies of all reservations on a trip just in case there should be a problem. Several times I've needed those copies for lost reservations and to dispute increased prices.

In spite of a number of longtime Diamonds sharing our experiences here - that a number of properties do in fact demand the printed award certificate - it seems everyone is out of step here except the OP. Hup, four, three, two.

But they continue to ask...

I think maledictis seems to have forgotten one of the TOS of FT, which is no name-calling. Because others don't necessarily agree with him does not make them idiots. Very poor form. :td:

Cheers.

I travel lots and lots every week. Rent hundreds of cars, book dozens of hotel rooms (yes, even at Hilton properties when I'm paying) and take scores of flights without a scrap of paper at check in.


While these idjits are posting replies for the sole purpose of crowing about what experienced war warriors they are (yawn)

Not only a poor way to introduce yourself to FT, but your yawn seems to best relate to the original "crowing".

You might be right that in a perfect world no one should ask for paper receipts, but this seems much to do about nothing.

I too have forgotten to print out the HH reward form a couple of times. Every time the hotel comped use of the business center so I could do it. Rules Are Rules! I really dont think it is excessive but cant think of why it is actually needed.

MisterNice

I rarely have the print out with me, but I can immediately produce the number they need by showing them the email. They can usually fax the redemption center for the correct stuff.

OP is right the system is silly.
We often book reward stays through the diamond desk when we're about 20 miles away from the hotel. We're driving along - decide we're about where we want to stay for the night and make the call. We just have the DD send them a fax - no muss no fuss. The printout thing is redundant - I have a confirmation number, my HH Diamond card, my credit card and my ID. The information shows up when they pull up my account. Why waste the paper?

We literally live in Hilton Family properties (all but about 25 nights so far this year) and never print out the reservations. There is no need and it's just one more thing to drag around in my bag. Also why would I spend $5 to print out something at their business center when I don't have to?

The Diamond Desk must be a lot quicker than the regular desk at HHonors as it took over several hours for the hotel to receive confirmation by fax the one time I had to make a last-minute reward reservation...

I was stuck in Sacramento and unable to use my reservation at the Reno Hilton that night because the pass was snowed-in on the way to Reno. Got a last minute award reservation at the HGI in Folsom on the phone. Stopped for dinner first and drove to Folsom and got ridiculously lost trying to find the hotel. When I arrived 2 hours after making the reservation, they still had nothing from Hilton..

I learned the hard way that a printout of the confirmed reservation is quite necessary. I had a desk clerk argue with me over the room type I reserved (HHonors did refund my money). Ever since then I carry the print out. I haven't had to use it, but I have it just in case.

I learned the hard way that a printout of the confirmed reservation is quite necessary. I had a desk clerk argue with me over the room type I reserved... Ever since then I carry the print out... Bingo. Backup is good. Thanks for the story.

I think maledictis seems to have forgotten one of the TOS of FT, which is no name-calling. Because others don't necessarily agree with him does not make them idiots. Very poor form. :td:

Cheers.

Ahh, let's cut him a little slack, he only has 13 posts, and no one has even bothered to welcome him to our little group. ;)

Ahh, let's cut him a little slack, he only has 13 posts, and no one has even bothered to welcome him to our little group. ;)

Do good manners have a # of posts associated with them? The OP's been registered on FT for 2.5 years, & 1/3 of his 13 posts are in this thread complaining about established policy & calling FTers who don't agree w/ him idiots, so not really sure how much slack is required ;)

Like others, I bring along printouts for 'back-up' purposes in case of any problems.

Cheers.

)

Like others, I bring along printouts for 'back-up' purposes in case of any problems.

Cheers.

Me too, always have with both Marriott and HHonors. ;)

If My Guests Bring Them I Take Them If They Dont Hate To Say It But The Code And The Certificate Number Are Located In The Comments Box In Your Reservations In The Hotels Check In System. I Dont Know Where Your Going But I Think That Staff Needs To Be Retrained. Even If Not The Gm When Doing The Reward Reimbursment Can Call Hhonors And Get This Infomation It Just Takes A Little Research Time. That Is The Gm Being Lazy In My Opinion.

If My Guests Bring Them I Take Them If They Dont Hate To Say It But The Code And The Certificate Number Are Located In The Comments Box In Your Reservations In The Hotels Check In System. I Dont Know Where Your Going But I Think That Staff Needs To Be Retrained. Even If Not The Gm When Doing The Reward Reimbursment Can Call Hhonors And Get This Infomation It Just Takes A Little Research Time. That Is The Gm Being Lazy In My Opinion....or, using punctuation and proper sentences:

If my guests bring them, I take them. If they don't - hate to say it but, the code and the certificate number are located in the comments box in your reservations in the hotel's check in system. I don't know where you're going, but I think that staff needs to be retrained. Even if not, the GM when doing the reward reimbursment can call Hhonors and get this infomation It just takes a little research time. That is the GM being lazy in my opinion.

Just print out the page.