Go Back   FlyerTalk Forums > Miles&Points > Hotels and Loyalty Programs > Hilton | Hilton HHonors
Sign in using an external account

Reply
 
Thread Tools Search this Thread
Old Apr 17, 11, 11:24 pm   #1
FlyerTalk Evangelist
 
Join Date: Sep 2002
Location: In a twisty little maze of airline seats, all alike...
Programs: CO & NW forum moderator emeritus
Posts: 25,232
New April 1, 2011 DD cancellation policy?

I screwed up and double booked myself in two hotels that both seem to have three day cancellation policies. (I knew one had a three day rule but not both). I called the DD for assistance and was told that as of April 1 they are no longer allowed to call hotels on a guest's behalf in this kind of situation. I can understand a hotel wanting to enforce the terms that I seem to have agreed to. I can't understand the DD not being allowed to call on my behalf. Has anyne else heard of this new policy?

I was able to call the hotel directly, by the way, and they were happy to cancel my extra reservation.
__________________
May the four winds blow you safely home ✈ ✈ ✈ ✈ ✈ ✈ ✈ ✈ ✈
I support meaningless jingoistic clichés Frequent Flyer Giving
Xyzzy is offline   Reply With Quote
Old Apr 18, 11, 7:31 am   #2
 
Join Date: Jan 2006
Location: SFO
Programs: UA 1K, HH Diamond
Posts: 1,170
A while back I was told by DD that they are not allowed to call hotels overseas on behalf of guests (forgot what was the issue and which hotel). I thought that was odd as I had that service prior that DD called the hotel while I was on hold.

It is bad the DD has less and less options to help Diamonds.
wendySFO is offline   Reply With Quote
Old Apr 18, 11, 9:34 am   #3
Suspended
 
Join Date: Aug 2010
Location: FLL
Posts: 204
The only thing I find unusual is that the OP was told that this was a new policy effective April 1. As far as I can tell the DD has been unable to intercede in matters of reservations for well over 12 years ( my first experience with this occured in 1998???)

On the few ocasions that I have double-booked or tried to cancel past the reservation cancel date I have had a successful outcome by contacting the property directly.

If one thinks about it this is the very same reason for the procedure involved in making a Daomond Special Request ....so the question of "less and less options" in this particular case IMHO is a misconception of the powers of the DD
newbluesea is offline   Reply With Quote
Old Apr 18, 11, 10:12 am   #4
Suspended
 
Join Date: Mar 2010
Programs: Migros Cumulus Platinum Hero
Posts: 1,631
Quote:
Originally Posted by Xyzzy View Post
I screwed up and double booked myself in two hotels that both seem to have three day cancellation policies. (I knew one had a three day rule but not both). I called the DD for assistance and was told that as of April 1 they are no longer allowed to call hotels on a guest's behalf in this kind of situation. I can understand a hotel wanting to enforce the terms that I seem to have agreed to. I can't understand the DD not being allowed to call on my behalf. Has anyne else heard of this new policy?

I was able to call the hotel directly, by the way, and they were happy to cancel my extra reservation.


Strange policy? I spoke with the European HHonors service last Saturday about a reservation for today, Monday. The reservation was made by the US diamond service. The European HHonors service canceled/called the hotel without any issue
Zurich Flyer is offline   Reply With Quote
Old Apr 18, 11, 11:13 am   #5
 
Join Date: Sep 2010
Programs: HHonors Diamond; My Mom's Favorite Kid
Posts: 3,404
Why not just cancel via hhonors website or call the hotel directly yourself? I've double booked myself at least twice in since September (once at the same property) and canceled online with no problems. When the blizzard shut down the midwest I canceled one reservation online and called one hotel just before check-in time and rescheduled with no problem (granted my rate was cancel by 6PM day of check-in).

If you are three days out why not just do it yourself????
It'sHip2B^2 is offline   Reply With Quote
Old Apr 18, 11, 12:04 pm   #6
 
Join Date: Feb 2009
Programs: US CP, Hilton Diamond, SPG Platinum, Marriott Platinum
Posts: 1,002
Quote:
Originally Posted by It'sHip2B^2 View Post
Why not just cancel via hhonors website or call the hotel directly yourself? I've double booked myself at least twice in since September (once at the same property) and canceled online with no problems. When the blizzard shut down the midwest I canceled one reservation online and called one hotel just before check-in time and rescheduled with no problem (granted my rate was cancel by 6PM day of check-in).

If you are three days out why not just do it yourself????
I think you have missed the OP's point that point of his reservations where after their cancellation time as both apparently have 3 day cancellation policies. If it were before the cancellation time, then yes, it can easily be done via the website.
treznor is offline   Reply With Quote
Old Apr 18, 11, 12:13 pm   #7
FlyerTalk Evangelist & Ambassador: China
 
Join Date: Aug 2005
Location: MSP/PVG/SFO
Programs: DL KM, HH Diamond, IC Amb, Hyatt Diamond, NA EE
Posts: 15,090
If I'm past the deadline, I've never had the DD call the hotel for me. I always call the hotel and I've been able to cancel every time I've asked as I'm a diamond. I know this is NOT a published benefit so I got away with it, so I was lucky.
mnredfox is offline   Reply With Quote
Old Apr 19, 11, 11:02 am   #8
FlyerTalk Evangelist
 
Join Date: Sep 2002
Location: In a twisty little maze of airline seats, all alike...
Programs: CO & NW forum moderator emeritus
Posts: 25,232
Quote:
Originally Posted by mnredfox View Post
If I'm past the deadline, I've never had the DD call the hotel for me. I always call the hotel and I've been able to cancel every time I've asked as I'm a diamond. I know this is NOT a published benefit so I got away with it, so I was lucky.
I had to call about something else, realized I was double booked, and asked if they could help. I was most surprised by the fact that I was told that not only would they would not do so, but that they were specifically enjoined from ding so.
__________________
May the four winds blow you safely home ✈ ✈ ✈ ✈ ✈ ✈ ✈ ✈ ✈
I support meaningless jingoistic clichés Frequent Flyer Giving
Xyzzy is offline   Reply With Quote
Old Apr 20, 11, 12:22 am   #9
FlyerTalk Evangelist & Ambassador: China
 
Join Date: Aug 2005
Location: MSP/PVG/SFO
Programs: DL KM, HH Diamond, IC Amb, Hyatt Diamond, NA EE
Posts: 15,090
Quote:
Originally Posted by Xyzzy View Post
I had to call about something else, realized I was double booked, and asked if they could help. I was most surprised by the fact that I was told that not only would they would not do so, but that they were specifically enjoined from ding so.
I'd call later like when the night shift guy is working. They are typically more laid back.
mnredfox is offline   Reply With Quote
 
 
Reply

Bookmarks


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off
Forum Jump


All times are GMT -6. The time now is 2:37 pm.