Advice on a points re-deposit request for early checkout
Don't wanna bore you with all the minutia but here are the bullet points:
1) Had a reservation for Embassy Suites Downtown Seattle for three nights with points (actually 209,000 points & $11.00...didn't have the full 210K at the time). However, something came up and I had to checkout a day early.
2) Upon checkout, was told by the front desk that there was nothing they could do regarding getting the last night's points back...that I would have to contact HH Customer Service or the Diamond Desk.
3) Contacted DD the next day like I was advised and they told me that THE HOTEL was responsible for submitting the request (conflicting information). So, the DD sent a message directly to the hotel requesting they fill out a points re-deposit form.
4) Received an e-mail from a Hilton Corporate Guest Relations Specialist today that read: According to the hotel. "The Guest was notified at moment of check out he would not be able to have his points back due to cancellation policy. Guest agreed to check out early even with this." The hotel must agree to return points for a incomplete stay.
I'm now wondering what my next move should be. I was never told, in-person, what the hotel stated above. The only "cancellation policy" passed onto me by the hotel at checkout was a $100 early checkout fee...but it ended up not pertaining to my situation. At no point was I told by the hotel there wasn't an avenue available to get my points back...and I certainly would not have said "Yeah, what the hell...just keep my points". I totally understand that a guest checking out early leaves a room vacant that they could've otherwise occupied...but life happens...and I stand to lose 69,000 points. I know...first world problems lol.
At any rate, should I just send a reply to the Guest Relations Specialist and make them aware of the conflicting info I was given so it's part "of the record"? (A file number was established). Or should I contact the hotel directly...and if so, who should I ask for? And should it be via phone or e-mail? Any advice would be greatly appreciated. Thanks!