I have a reservation for later in Oct. at this property. I recently received a Reward Certificate for 1 free night. I called 800-4HONORS and an agent was able to include this, however what they did was to make a new reservation which showed me as double booked for 1 of the nights. I called back a while later and the agent understood that I didn't want to show up at the hotel and there would be confusion on the bookings, I wanted to straighten this out before arriving and not being able to communicate what this was all about. The agent placed me on a long hold and when they returned they explained that because the property was sold out for that time it may be risky to cancel or modify this reservation. (really? aren't you IN the system?). The agent canceled my Reward reservation and gave it back to me. I still have my original reservation, using points and money.

Since I made the original reservation I have collected a few more points. I was hoping to use those points towards the stay to avoid paying cash for the difference.

I've just now emailed the hotel directly asking if there was anything they could do to help. We're staying at several Hilton properties while on this trip and I suppose I could (try to) use the Reward certificate at another property. This WA in Shanghai is the most expensive using points or cash.

Suggestions?