We're not doing Honors This Weekend - No Status Benefits
Jul 11, 2014, 11:25 pm
#16
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
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Posts: 12,159
I was at that same convention; however, my reservation was initially booked directly on Hilton's website (using Diamond Force). I even got the "AMEX CO BRAND ONLINE BOOKING BONUS" for that stay.
I got the water (they had paper bags with two bottles of water at the front desk). I did not get breakfast coupons. Due to tight timing, I didn't try to use the Lounge Monday morning; I wonder what would have happened.
Jul 12, 2014, 1:25 am
#17
Join Date: Aug 2004
Location: UK
Programs: LH lifetime Sen; HH lifetime diamond; flying blue silver
Posts: 285
I had a similar issue with SPG. I booked a room for a meeting at the hotel. Apparently this meant I was now in a conference (of 4 people...) and was given only conference rate points, which were derisory.
Jul 12, 2014, 4:38 pm
#19
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
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Posts: 19,718
Jul 12, 2014, 11:39 pm
#21
Join Date: May 2007
Location: London
Programs: BAEC Gold HH Diamond
Posts: 210
Fortunately the vast majority of my stays are in the Far East. Where the service levels routinely range from very good to excellent. On the rare occasions I do venture to the US, and with the odd exception, it is a reminder of what average to poor really looks like. Rather incongruous that a US-associated brand is so poorly managed in its home territory.
Jul 13, 2014, 8:52 am
#23
Original Poster
Join Date: Jan 2007
Posts: 5,679
Event Organizer - Not Us
It appears this was at the whim of the general manager.
I still don't understand the logic here. This was a direct booking and the stay earned points. I've been to plenty of other conventions with room blocks and I've never had an issue with recognition of benefits.
I guess what irritate me the most is the lack of consistency and there being no communication or indicators when looking at the reservation on Hilton.com. I don't like it being a mystery of what's going to happen until I get to the hotel.
Jul 13, 2014, 11:04 am
#24
Join Date: Jul 2012
Posts: 233
Heard back from the person who negotiates contract for the organization. He confirmed they do NOT have any stipulations about the loyalty program for their room blocks.
It appears this was at the whim of the general manager.
I still don't understand the logic here. This was a direct booking and the stay earned points. I've been to plenty of other conventions with room blocks and I've never had an issue with recognition of benefits.
I guess what irritate me the most is the lack of consistency and there being no communication or indicators when looking at the reservation on Hilton.com. I don't like it being a mystery of what's going to happen until I get to the hotel.
It appears this was at the whim of the general manager.
I still don't understand the logic here. This was a direct booking and the stay earned points. I've been to plenty of other conventions with room blocks and I've never had an issue with recognition of benefits.
I guess what irritate me the most is the lack of consistency and there being no communication or indicators when looking at the reservation on Hilton.com. I don't like it being a mystery of what's going to happen until I get to the hotel.
I don't know that the meeting planner would tell you that he negotiated away individual benefits for his personal gain.
It also may be that the hotel defaults to no benefits due to past issues with large groups (fighting over limited upgrades, late checkouts, etc.) and that each group must negotiate those benefits into their group.
I honestly don't know that it is possible or feasible to customize coding/templates needed for all the different possibilities that groups could have included/excluded.
Jul 13, 2014, 11:48 am
#25
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,718
Terrible, but look at the percentage of local opt-outs from quarterly promos. It's ridiculous. If Hilton could exert more brand discipline over rebellious local properties I think they would. Sometimes the relationship between the parent brand and out-of-control properties is like that between an exasperated but impotent parent and out-of-control teenagers. Kids, what can you do.
Jul 13, 2014, 8:43 pm
#26
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Jul 13, 2014, 8:43 pm
#27
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Jul 13, 2014, 8:45 pm
#28
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Join Date: Jun 2004
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It also may be that the hotel defaults to no benefits due to past issues with large groups (fighting over limited upgrades, late checkouts, etc.) and that each group must negotiate those benefits into their group.
Jul 14, 2014, 12:31 pm
#29
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Hi all, I've been working to get some clarification here. First off, it is not okay for a full service hotel to decide they aren't going to honor benefits on a whim. If that is the case, we will certainly get this corrected. It is possible that there is something else at play here which could explain why benefits were not offered, so I'm going to work with brand performance support at the hotel to better understand.
motytrah, I'll PM you with more details/questions and we'll get this sorted out. I'll post back in this thread once I have a resolution.
Best,
Anthony
motytrah, I'll PM you with more details/questions and we'll get this sorted out. I'll post back in this thread once I have a resolution.
Best,
Anthony
Jul 14, 2014, 2:48 pm
#30
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Phoenix, AZ
Programs: HH Gold, AA Gold
Posts: 10,457
Anthony, thanks in advance for your help!
These types of threads tend to degenerate quickly into bashing US Hilton hotels. To be honest, I've been treated well at all of my recent Hilton stays (US and Canada), while I've had a couple of problems overseas.
These types of threads tend to degenerate quickly into bashing US Hilton hotels. To be honest, I've been treated well at all of my recent Hilton stays (US and Canada), while I've had a couple of problems overseas.
