Hilton HHonors - Confidential rate per room

Attempting to book an award at a Hilton and on the confirmation page I get this message

This reservation requires a credit card deposit of a confidential rate per room and will be charged to your card by February 11, 2008. 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.

So Hilton wants to charge me now an amount for a supposedly free stay that is months away, and won't even tell me how much the charge will be.

This is disgusting.

Update - I've posted more info from Hilton in post #24, and also in my blog entry (http://theglobaltraveller.blogspot.com/2008/02/hilton-customer-unfriendly-shenanigans.html).

I think that is the normal verbiage for an award stay or for an award stay at certain properties? At least I seem to recall reading something along those lines in another thread (which I can not find atm, sorry).

Not much help, but I seem to remember thinking while reading that thread, "Oh this turns out to be not really an issue since they don't actually charge you anything."

Anyone else remember the thread or this happening to them when they booked an award?

I know that it doesn't provide a lot of information, but this thread shows something similar from a couple of years ago:

http://www.flyertalk.com/forum/showthread.php?t=434866

Personally, I'd call HHonors to see what the story is.

Thanks for the link. All the examples in that thread referred to paid bookings.

Attempting to book an award at a Hilton and on the confirmation page I get this message



So Hilton wants to charge me now an amount for a supposedly free stay that is months away, and won't even tell me how much the charge will be.

This is disgusting.

Confidential rate usually means free in my experience. This is used for VIP's who usually stay in the best suites free of charge.
I am guessing, they want the cc for holding and confirming the room in advance.

I had this in HHV when I pulled a favor and got booked in a COMP room. I was worried as well since the room was supposed to be free but the rate was listed as "confidential." At the check in, I clarified and the front desk said that it was comp.

But if it is free (as it should be for an award), why does it say an amount will be charged to my card? Why does it not tell me what the amount will be? If I accept the award (which I haven't yet) and get charged an amount I disagree with will my credit card issuer reverse the charge or will they claim it was authorised (despite no amount being disclosed)?

Even if they don't charge me, why does HH try to scare off customers with such nonsense? So far all it has achieved is driving me to a competitor.

Surely, a 2 minute phone call to the hotel could settle this?

But if it is free (as it should be for an award), why does it say an amount will be charged to my card? Why does it not tell me what the amount will be? If I accept the award (which I haven't yet) and get charged an amount I disagree with will my credit card issuer reverse the charge or will they claim it was authorised (despite no amount being disclosed)?

Even if they don't charge me, why does HH try to scare off customers with such nonsense? So far all it has achieved is driving me to a competitor.

The last two awards I redeemed, the confirmation letter/email referred to a higher than prevailing room rate that would be charged to my credit card if I did not show up. Room rate of 400 euros for the Prague Hilton was high. What's different in your case is that the room rate is confidential.

This just means that you better cancel the reservation if your plans change.

That's only half of it. The other difference is says I'll be charged straight away (and refunded if I stay).

I'm about to make an award reservation and I have the same problem. HH claims it will be completely non-refundable. If I book I can't cancel and get my points back. I've never seen this before. The hotel has the same restriction for paid stays on the same dates, though.

My first thought on reading this was the hotel is looking to put a "hold" on the cc to cover any additional charges you may incur during the award stay... mini bar, movies, etc. Similar to these holds. (question 2 about gas stations) (http://www.msnbc.msn.com/id/13905579/)

But that is usually done when you check in, not make the reservation. I agree that this doesn't seem right. The hotel should definitely tell you how much (if any) will be charged immediately - and why.

Call the hotel and ask them to explain!

I was trying to book a room via eAdvantage and the confidential rate popped up. It was noncancellable and I wasn't about to commit myself to an unknown amount.

That's only half of it. The other difference is says I'll be charged straight away (and refunded if I stay).

Oh, stop it and just call HH if you are still worried. It's just bad programming [INSERT "confidential rate" IF "award stay"] and it's nothing to worry about. The hotel does get reimbursed by HH and that rate is indeed confidential.

I'm about to make an award reservation and I have the same problem. HH claims it will be completely non-refundable. If I book I can't cancel and get my points back. I've never seen this before. The hotel has the same restriction for paid stays on the same dates, though.

Which property so people know?

Cheers.

Hilton Munich City

and

Hilton Frankfurt

Oh, stop it and just call HH if you are still worried. It's just bad programming [INSERT "confidential rate" IF "award stay"] and it's nothing to worry about. The hotel does get reimbursed by HH and that rate is indeed confidential.


Since multiple people are encountering the same issue, they should all start calling the hotels? How 'bout fix the programming?

I wouldn't commit to credit card charge w/o the amount either, and I certainly wouldn't commit to something that said my points won't be refunded.

OVMV. Cheers.

Charging any deposit amount for an award stay seems rather outrageous to me. Do people really expect that the money will be cheerfully refunded on checkout? I don't.

Oh, stop it and just call HH if you are still worried. It's just bad programming [INSERT "confidential rate" IF "award stay"] and it's nothing to worry about. The hotel does get reimbursed by HH and that rate is indeed confidential.This does not seem to be a simple programming error.

I have an even more suspicious case:

Made a booking of five single nights. Was mergerged by the hotel to one single reservation. Reservation shows now "Suite" and "Rate 0.00 $" :rolleyes:

So Hilton wants to charge me now an amount for a supposedly free stay that is months away, and won't even tell me how much the charge will be.What's happening is that Hilton wants you to pay IN FULL *TWICE* (once in Dollars/Euro, once in points) for the room now with a promise that they will refund you the Dollars/Euro after you check out.

xyzzy - if I understand correctly for you at Hilton Munich City the confidential charge is the full amount a paid room would cost?

I'm still waiting to hear back from HHonors on Hilton Frankfurt.

xyzzy - if I understand correctly ... the confidential charge is the full amount a paid room would cost?That is correct. They will accept my award reservation but I need to pay IN FULL :eek:twice:eek: for the entire stay. I pay one time with points and one time with money. At checkout they promise I will get my money back -- less anything that was charged to the room. They call this a deposit. I call it double prepayment in full with the promise of a partial refund. Where I come from a deposit is a partial payment, not a double payment.

Uggg. It is even worse than I thought. The confidential rate at Hilton Frankfurt that they want to charge me is even higher than a paid stay would be, and yes the award is non-refundable and the deposit can only be refunded at check out (less cost of incidentals). Diamond Desk sympathised but said "it is out of our control, it is hotel policy".

:mad:

NB for a paid stay at the same hotel, even the "Fully Flexible" rate is non-refundable and non-changeable. What is flexible about that?

Uggg. It is even worse than I thought. ...
NB for a paid stay at the same hotel, even the "Fully Flexible" rate is non-refundable and non-changeable. What is flexible about that?

Totally absurd.
HHonors is losing all of its sense of honor.

NB for a paid stay at the same hotel, even the "Fully Flexible" rate is non-refundable and non-changeable. What is flexible about that?

Are you sure?
I checked some random dates, and the full flexible rates have the following terms:
"Guarantee Policy:
This reservation can be held until 4PM on the check-in day, or guaranteed with a credit card for late arrival.
Cancellation Policy:
If you wish to cancel, please do so by 4pm, hotel local time, on the day of arrival to avoid cancellation penalties."

If your credit card gets charged for services not provided or otherwise
paid, you can always go to your credit card company and ask them to back
bill the hotel.
You may want to check this out for feasibility.
Anye have tried this?

If your credit card gets charged for services not provided or otherwise paid, you can always go to your credit card company and ask them to back bill the hotel. You may want to check this out for feasibility. Anye have tried this?The rooms in question are not inexpensive. We're talking a few hundred Euro/night/room. Would you like to shell out a few thousand dollars for a few months as well as quite a few HH points? If you are willing to do this and you later encounter a problem, what will your credit card company say when you dispute the charge, which is from 7 or 8 months earlier? Remember, the words, "non-refundable" and "no cancellations" are all over the fine print.

The one I was looking at wanted 550 euros a night for a single room (paid rooms were available from 270 euros). This amount I only found out by calling Diamond Desk and is only refunded (less any incidentals charged) at check out. If you no show then not only are the points forfeited but so is the deposit.

With this kind of "deal" for a "free" hotel stay, I'd be far better off booking a paid stay. Which I guess is what the hotel is trying to achieve.


Now suppose the hotel charges me for incidentals I didn't consume. How am I to dispute that? I've already been charged and simply get less refund than is due.

If you no show then not only are the points forfeited but so is the deposit.
That's usurious and makes no sense. Why, oh why, Hilton, why?

When I asked Diamond Desk they said "it's hotel policy".

When I asked Diamond Desk they said "it's hotel policy".

Who doesn't want to get paid twice, I suppose.
Actually, strike that--paid THRICE:
-Points
-Rack rate deposit forfeiture
-selling the room to a paying customer due to the cancellation

I just finished an award stay at the Frankfurt Hilton last week and no rate was ever mentioned except that it would cost 35,000 points. There was also no mention of a deposit. This is the email confirmation I received backed in October when I made the reservation:





Reservation Confirmation for wilp888
Confirmation Number: 3295094617
HHonors Number: XXXXXXXXX, Diamond
Reward Confirmation ID: 96589443
Reward Code: C501
Description: CATEGORY 5 - 1 FREE NIGHT

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.





Hilton Frankfurt hotel
Hochstrasse 4
Frankfurt am Main, Germany 60313
Phone: 49-69-1338000 Fax: 49-69-133820Check-In date:09 Feb 2008
Check-Out date: 10 Feb 2008
Check-In time:2:00 PM
Check-Out time: 12:00 PM







Rate Information:


Rate Type:
HHONORS REDEMPTION

Total Rate for Stay (in points):
35,000
• Valet parking: 25.00/night
Rules & Restrictions: • Your reservation is guaranteed for late arrival.
• Should you need to cancel please contact us before 4 PM on 09 Feb 2008 local property time to avoid cancellation penalties.





Please review the following important Reward Redemption Terms & Conditions:
General Terms and Conditions Reward Reservation Terms and Conditions


Room Information:


1 Rooms:1 Adult
Room Type:KING HILTON EXECUTIVE ROOM
Preferences: King; Smoking; High Floor


Your room type preferences have been submitted with your reservation, and are subject to hotel availability.

My credit card was not charged prior to the stay and I had the option of cancelling by 4pm of the day of arrival.

Perhaps Hilton Frankfurt has introduced this policy since October?

Perhaps Hilton Frankfurt has introduced this policy since October?

That may well be the case. I'm with you on this situation. There is no way I would let Hilton charge a deposit on my credit card on an award stay, especially since the points are deducted immediately after the reservation is made which is already a deposit. Hilton also does not charge a deposit on a regular reservation as long as a credit card number is provided so that mades this all the more perplexing.

Hilton also does not charge a deposit on a regular reservation as long as a credit card number is provided so that mades this all the more perplexing.

Actually, you are wrong here. This particular hotel does charge your credit card immediately, and that money is not refundable if you cancel. This is on a regular reservation made 2 weeks out.

I believe the deposit is only charged on a "value rate" and not on a "fully flexible rate".

It would appear that these guys think they are actually an airline.

I believe the deposit is only charged on a "value rate" and not on a "fully flexible rate".Check out the allegedly flexible rates in Munich...

Check out the allegedly flexible rates in Munich...I don't see this problem:


Hilton Munich City
Rosenheimer Strasse 15, Munich, Germany 81667
Tel: +49-89-48040 Fax: +49-89-48044804
eMail us

Rate Type Details

Rate Type:
STANDARD RATE
Room Type:
KING HILTON GUEST ROOM - FLEXIBLE RATE
Total Rooms:
1
Check-in Date:
19 March 2008 Check-out Date:
20 March 2008
Total Nights:
1 Guests per Room:
Adults: 1
Children: 0
Rate Detail
Dates:
19 Mar 2008 - 20 Mar 2008
Rate per Room per Night: 179.00 EUR
Total for Stay per Room:
Rate: 179.00 EUR
Total for Stay All Rooms: 179.00 EUR
Taxes above include:

Guarantee Policy:
This reservation can be held until 4PM on the check-in day, or guaranteed with a credit card for late arrival.
Cancellation Policy:
If you wish to cancel, please do so by 4pm, hotel local time, on the day of arrival to avoid cancellation penalties.Same thing shows for the other Munich Hilton, and the same at the Hilton Frankfurt:

Hilton Frankfurt hotel
Hochstrasse 4, Frankfurt am Main, Germany 60313
Tel: +49-69-1338000 Fax: +49-69-133820
eMail us

Rate Type Details

Rate Type:
FULLY FLEXIBLE
Room Type:
KING HILTON GUEST ROOM - FLEXIBLE RATE
Total Rooms:
1
Check-in Date:
09 March 2008 Check-out Date:
10 March 2008
Total Nights:
1 Guests per Room:
Adults: 1
Children: 0
Rate Detail
Dates:
09 Mar 2008 - 10 Mar 2008
Rate per Room per Night: 255.00 EUR
Total for Stay per Room:
Rate: 255.00 EUR
Total for Stay All Rooms: 255.00 EUR
Taxes above include:

Guarantee Policy:
This reservation can be held until 4PM on the check-in day, or guaranteed with a credit card for late arrival.
Cancellation Policy:
If you wish to cancel, please do so by 4pm, hotel local time, on the day of arrival to avoid cancellation penalties.What dates are you guys looking at?

Hilton Munich City for a paid stay on 24 April has changed it's rate descriptors and terms since this thread was started (possibly as a result of xyzzy's following up with Hilton?). The non-flexible "fully flexible" rate no longer exists. In its place is a "flexible" rate which appears to be flexible.

The deposit requirement for an award stay at Hilton Frankfurt (another date in April) still remains.

This reservation requires a credit card deposit of a confidential rate per room and will be charged to your card by February 17, 2008. 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.

Hilton Munich City for a paid stay on 24 April has changed it's rate descriptors and terms since this thread was started (possibly as a result of xyzzy's following up with Hilton?). The non-flexible "fully flexible" rate no longer exists. In its place is a "flexible" rate which appears to be flexible.I guess it must have been an error - it doesn't make sense as you wrote in your blog.

The deposit requirement for an award stay at Hilton Frankfurt (another date in April) still remains.and outrageous it remains!

I guess it must have been an error

If it was an error then it was one reiterated by multiple agents/people at Hilton.

Hopefully the changes so far are a sign our concerns about these issues are being taken seriously.

What dates are you guys looking at?Try the end of September in Munich:KING HILTON GUEST ROOM - FLEXIBLE RATE

This reservation requires a credit card deposit of 898.00 EUR per room and will be charged to your card by February 17, 2008. 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.

Probably related to Oktoberfest.

Indeed, but still, they shouldn't call it "Flexible Rate".

This is really strange. I just tried an award booking at the Hilton Frankfurt for April 15th and there is no mention of a deposit. ???

Check out the allegedly flexible rates in Munich...

I don't see this problem for the Hilton Munich Park ... very nice hotel, stayed there in December, great exec. lounge ... maybe you should consider this option.

In any event, this is completely INSANE, are they crazy? I'd be o.k. if they charged the card if you don't show up ... but up front :confused: points up front and $$$ up front :confused:

actually, just checked the Hilton Munich city and I don't see anything to that extent ... just 35k points

actually, just checked the Hilton Munich city and I don't see anything to that extent ... just 35k pointsIt all depends on the dates you select.

Kiwi, are you trying to book the award for a super high demand time? Frankfurt Book Fair in October in particular?

This certainly doesn't make it right but this is usually the time when all hotels in Frankfurt become really greedy and do all sorts of bizarre things. :td:

I believe he was trying to book for some dates in April.

Kiwi, are you trying to book the award for a super high demand time? Frankfurt Book Fair in October in particular?

No - April. As I said there are plenty of paid rooms available, including for cheaper rates than what they are asking for as deposit on award.

Well this problem exists in the US also
This reservation requires a credit card deposit of a confidential rate per room and will be charged to your card by March 19, 2008. 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.


This is for Skoki IL in June".

Well this problem exists in the US also
This reservation requires a credit card deposit of a confidential rate per room and will be charged to your card by March 19, 2008. 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.


This is for Skoki IL in June".

The condition also exists for Hilton Philadelphia City Ave for some weekend dates in May.