Is this change true? Called up Hilton and told that we will no longer be able to change the guests name on the reservation (through a reward booking in their name), and that the only way to do it is you'll have to put them as additional guest field and it will be fine.

However, I've had troubles before when putting just additional guest and the guest checking in.

Is this change actually true or is the customer service rep I got just not trained well? They said this change was recent. I feel this is a bit disappointing and makes things more difficult for the guest checking in.

edit: other customer service reps are saying the same thing. what's the deal?