Hey HHonorsRepresentative,

I wanted to bring a frustrating HHonors experience to your attention.

I stayed for 3 nights (March 29th - April 1st) at the Hampton in Regina Saskatchewan. First off, my stay itself was fantastic, the hotel is immaculate and facilities were excellent.

What frustrated me was my experience redeeming HHonor Points for this stay. I called the reservation center and booked my stay (with a fantastic representative). I only had enough points to cover two nights of this stay so the agent booked my stay from Monday to Wednesday on points. I then decided that I needed to add the Sunday night to my stay so I called back and was booked on a separate reservation for that night which I would pay for myself.

When it came to be time for my stay I checked in on Sunday night and confirmed my reservation with the front desk, I also made it very clear to the representative that I would pay for my sunday night, and as noted on my reservation I am to stay in the same room for the following two nights as reserved on points (and I gave them my reservation number for those nights to confirm.) They said that it was noted on the reservation and I was good to go.

The next day (Monday) I stopped by the front desk on my way out for the day to confirm again that everything was set for the next two nights and was told I was all set.

When I checked out on Wednesday morning I didn't receive my bill under the door, so I stopped by the front desk to get a copy and confirm everything was good.....it turns out that things were not good at all!

I had been billed for all three nights...... and after checking my credit card saw I was also billed a no-show fee for my points reservation!

After reviewing what had happened with the manager, which took a lot of explaining...which shouldn't have been necessary as they confirmed at check in that ALL of the details of my stay were noted on my reservations.... anyways, after I explained what had happened I the manager to ensure that my no-show fee was refunded, and that I was only charged for my Sunday night stay. He said that he would take care of it, and offered my 10 000 HHonors points for my trouble. Though not necessary, I would have been happy if the issue were just resolved appropriately, I said thank you for your help and went about my day.

What happened next is what frustrates me completely. I saw a charge for my ENTIRE stay on my credit card bill, and the points I had used to make my reservation were returned to my account. This is not the agreement made with the hotel manager.

So as the hotel manager suggested I contacted HHonors to find out what was going on..... and they said that there was nothing that they could do, but I accepted the 10 000 apology points and that's good enough.

I honestly don't know what to think at this point, I purchased an upgraded room with the points so my bill for the nights that should have been on points was significantly higher than it would have been if I had known I would be paying for the stay myself. I do appreciate that my points were returned, so at least I didn't double pay, but I'm incredibly frustrated that this whole situation happened.

If I hadn't made such an effort to ensure that everything was in order and the hotel staff understood exactly what was happening I would chalk it up to my fault, but I made every effort to ensure that they were aware of both reservations and that I was billed appropriately that I'm incredibly frustrated that my ~$150 stay turned into approximately a $550 bill.....

I apologize for the long winded rant, I dont know if there is anything that you can do, I just wanted to make sure that someone with HHonors was aware of this negative experience as it severely impacted my impression of the program and has left me considering alternate options.....