Originally Posted by
actonma
I'm wanting to make a reservation at the Hilton Garden Inn in Ithaca NY for a graduation weekend May 2017. All reservations are being managed by the hotel directly, not central reservations, and they told me it is a "lottery" system and that my Diamond status doesn't give me any preference.
Doesn't seem right and don't know if I should just wait and see if I get a room in the lottery (in which case it's a non issue) or if I should escalate this with the Diamond service line or....
Thoughts?
Thanks
The diamond guarantee does not apply in certain circumstances as detailed in the HH terms and conditions. This is probably an "extraordinary demand" date and sounds like the hotel has decided it wants to give everyone an equal shot. I don't believe you will get very far with HH.
◾Guaranteed reservations availability, subject to the restrictions stated herein, at hotels within the Hilton Worldwide portfolio when paid reservations are made before midnight hotel local time, two or more days (48 hours) prior to intended arrival. RESTRICTIONS: This guarantee does not apply to reservations paid for in part or in full by HHonors Points, free night certificates issued by Hilton Worldwide. This guarantee does not apply to a hotel when that hotel becomes overbooked on inventory by 10% or more (meaning, 110% or more of rooms are reserved). For certain hotels within the Hilton Worldwide portfolio, this guarantee does not apply when that hotel becomes overbooked on inventory by 2% or more (meaning, 102% or more of rooms are reserved). Consult with the individual hotel or view hotels with the 2% cap to determine whether the 2% limitation applies. This guarantee also does not apply to any hotel during Extraordinary Demand Dates. The term "Extraordinary Demand Dates" are dates determined by the hotel and Hilton HHonors, in their sole discretion, that are consistently popular reservation dates for guests, such as during major events in the area or New Year's Eve. This guarantee applies to only one room reserved with a valid credit card and occupied by the Diamond Elite Member. Please note that this guarantee does not impact the rate, and the reservations made under the guarantee will be subject to the hotel's prevailing rate for the accommodations requested. In the event the Member does not arrive as scheduled, or does not call to cancel and obtain a cancellation number, the credit card will be charged one night's room and tax. The 48-Hour Reservations Guarantee applies to reservations made online at a hotel Website, through Hilton Reservations and Customer Care, through the Diamond Special Services Department, or with the hotel directly. Promotional Rewards are not applicable for reservations booked under the 48-Hour Reservations Guarantee. The 48-Hour Reservations Guarantee may periodically be restricted in Homewood Suites by Hilton and Home2 Suites by Hilton hotels due to the extended stay nature of guest stays at the Homewood brand. The 48 hour guarantee does not apply at the Conrad Rangali Island Maldives Hotel, Hilton Seychelles Northolme Resort and Spa, Ho'olei at Grand Wailea, Kingston Plantation Condos, Royale Palms, Conrad Koh Samui or Hilton Grand Vacation.
See also:
http://www.flyertalk.com/forum/hilto...rvation-4.html
http://www.flyertalk.com/forum/hilto...will-work.html
http://www.flyertalk.com/forum/hilto...ond-force.html