Friendly Traveling Deathmerchant

Uhhh.... I just booked a couple nights in SLC for a long-ways-out stay in August.

Cancellation policy at this hotel has always been reasonable.

I note it came up as "Must cancel ***39 DAYS IN ADVANCE*** to avoid penalties."

I've never seen anything near that far out. What's up with that?


TDM

mnredfox

First off, thanks to HHR for proactively sharing this with us.

In the end though I'm pretty disappointed by this. It would be interesting to find out the CX rate at hotels that have say 6pm day of arrival CX deadlines.

I have been used to HH having many properties that have a CX deadline this late, and it has been nice for when business plans change last minute. Seems like the industry is all going this way, but sad to see HH implement this across the board.

Will this impact my decision choices? Probably, not significantly but it will as having a later CX time gives me more flexibility.

uncertaintraveler

Have you checked the local convention calendar? There might be a big event going on in SLC during your intended stay...

The Hilton Santa Fe had a similar long-lead time cancellation policy in connection with some events that were going on one weekend (30 days in advance, as I recall).

Gr.Dane

I stay 100+ nights at Hilton's, I will have to move to last minute bookings for about half of the nights. So if the Hilton is sold out I will stay at another chain, most of my staff is in the same boat.
Did a fast calculation for our company, Hilton will lose about 1000 room nights per year.

Sisosig

I think Hilton's biggest problem is people that make two reservations for the same night and cancel one at the last moment. Suppose you had to pay a $20 or even a $50 cancellation fee, would that make it easier for you?

Or could the Hilton website sell optional insurance of like 3% for a last minute cancellation?

loomis

If said Hilton is sold out, then what is Hilton going to lose out on? On sell out nights they are just selling the rooms to someone else not named you.

slidergirl

If your res is around 8/4-8, that when every hotel room and campsite around Salt Lake City is taken up for the Outdoor Retailers convention… Happens every year around that time.

Gr.Dane

It comes down to, if you are not 100% sure and there is a small chance you need to cancel don't book with Hilton you book with another chain who has a more flexible policy. So far this year out of 112 nights I have had 9 cancellations, some where I stayed at a Hilton in a different city.

JDiver

This.

I've rarely cancelled the same day, but with lots of travel it was nice to be able to watch my travel plans fall apart because of weather, mechanical issues or other reasons out of my control and be able to call, cancel (and attempt alternative plans for lodging).

In conditions where these issues are possible, we've now been put on notice we'll receive no support and even lose our money with no gain at all (lose booking, stay / day credit and points, lose money).

This removes flexibility from the properties willing to accept a modest degree of risk as well.

My response must be, during times of the year with sketchier weather and complex destinations, to manage my risks and book properties (competing with local Hilton properties) at those times. I do hope I remember to notify any Hilton properties I might book and not be able to show up at at the last minute, but it's really a quid pro quo: I'm less important to them, I'm going to lose my money anyway, so I really don't have much incentive and am likely to have more pressing issues.

I'm sure this move pleases the Heart of Black Stone , as have many other recent moves that devalue our "loyalty" and use of points. (Flexible points scam, Gold for $95, loss of courtesy HSI, et al ad nausea,).

Interesting how Blackstone / Hilton remove flexibility from properties willing to stand out by offering better services, paired by extreme reluctance to enforce those policies dealing with properties being required to meet standards and minima.

While I do appreciate Erin's presence, and certainly Barbour no ill will toward the messenger, I do have to ask "Anyone feel their 'loyalty' to Hilton / HHonors waning?"

rgfloor

My company has for years listed Hilton properties as "preferred", Several of us sent in to the travel desk to allow us the flexibility to move away from Hilton.

In the US we have about 500 people with corporate travel privileges, globally probably 500 more. I hope Hilton thought this thru.

underpressure

No Erin:

Hilton did this because they saw airlines grabbing monies at every corner and they wondered how they can get on the band wagon. Be honest about it.

Here is what Hilton forgot; at the same time they were smacking the casual vacation travelers around; they were rewarding their best customers with better lounges/meals/booze/seats etc. They also do not charge their best customers the luggage fees the "little people" get hit with.

Does Hilton really think I can turn in hotel receipts when I don't actually stay in the hotel? Hell NO I can't. The 4-6 times a year when I do cancel is because my schedule can be shifted so I can get home to my family earlier, and you want to PENALIZE ME FOR THAT when I have spent 120 nights this year in your hotels?

REALLY, THAT IS WHAT HILTON THINKS OF ME AS A CUSTOMER?

Going through reservations for Q1 2015 now.... it's a regular cancelfest.

I have no problem staying in a Drury or a Best Western, NONE.

http://www.nytimes.com/2014/11/18/bu...ions.html?_r=1

Hilton could easily say, Silver has until 6AM of day of reservation, Gold noon, and Diamond 6PM

mstan

Some hotels that had cancellation of midnight day before, when I'd cancel the same day at the hotel they never charged me (though they could have). Will the hotels still have the capability to waive the fee?

That reminds me, this summer I was to travel to Manhattan, and had a reservation at one of the new HGI's, which had a midnight cancellation policy. I cancelled at 1205 am (905pm PDT) and the lady said I'd be charged the full amount of the room which was $300.00 even though I was only 5 minutes late. It took about a month to show up on my credit card though. Very disappointed in that property.

InkUnderNails

I had a similar experience at a Hyatt Place. I knew it was same day cancellation, it is one of my criteria for making the reservation. But, it was 4 p.m. not the 6 p.m. I was used to at the Hilton brands. I called at 4:05 and found out I was late. I explained I was usually a Hilton customer and had not focused on the 2 hour difference. They gave me a "one time" reprieve.

OT: This week my schedule went south and I needed to stay an extra day. I asked the front desk at my Hyatt Place for a one day extension. Much of the time at Hilton properties I am charged a significant up charge so I will check rates a different hotels and move. The front desk said my rate was not valid for the next day but the manager quickly overrode that and extended the rate. OK, two thumbs up for the Hyatt Place. One more reason to give them my business. Finally, I had a personal, hand-written note in my room on check in. Classy. I know, Hilton forum. If this continues, I will be hanging around less.

Bonehead

Reservations made prior to 1/1/2015 can still be canceled based on the current guidelines, right? I just made all my reservations through June, and the "fare rules" all stipulated either 4pm or 6pm day-of-arrival.

spearsba

My experience as well or call the Diamond desk and they have been able to take care of it. Of course I tend to stay at the same properties on my travels, so they can see that I have a record of using them over and over.