Originally Posted by
The Road Goes On Forever
Hilton or Hilton Honors does not collect DL information nor have I ever seen anything from a training standpoint encouraging the collection of such material. What you experienced is very much a property/manager/shift/agent/etc. specific thing. Personally, I've only been asked for DL info twice when travelling in 20+ years with Marriott and now Hilton and both were at properties with limited parking situations so at the time they took make/model/plate/DL information and claimed to be tow happy if you broke their parking rules but I could understand it because of their parking capacity.
If the property is using OnQ, prior address/contact information can still be seen under the reservation history tab even if it has been typed over. If they are using the new PMS system PEP I have no idea as I haven't seen that yet but under OnQ the agent likely had no idea where to look, but it's there. Just like you could log into another terminal, put in the HH number and get the original address again that way.
In terms of is it acceptable, who knows? Desk agents are regularly thrown to the wolves by local management with little/no/incorrect training and by instituting "rules" and LSOPs that run counter to Hilton SOPs and if the agent doesn't follow said LSOP, Hilton won't care/step in when they get written up or terminated for doing what they were told. Does your experience sound right though? No.
Thank you for your input!
Update: At check-out, the general manager confirmed that collection of DL# is at the explicit direction of their ownership group in order to combat fraud. She said "Any time there is fraud, the first thing they do is check the signature on the registration card and the full credit card number." I said "What does that have to do with my drivers license number?" She didn't have an answer for that other than "I'm just doing what my owners tell me to do."