Originally Posted by
The ITDA
My free night certificate just arrived, and when calling in to Diamond desk to swap my existing points booking to use the certificate instead, I was told, as expected, that I need standard room availability, and I asked the rep to call the hotel and see if they can help me with opening a temporary availability, the rep claimed that no one at the hotel picked up the phone (twice during different times).
Have anyone tried to contact the hotel directly and is that something they're willing to help out?
I'm in a similar situation. Have two FNCs that I'd rather use instead of the points I used to book a two-night stay. I have not been able to get a representative that is able to make the booking due to availability, but I recently read some datapoints of a DD supervisor being able to make the conversion even when there is no standard room award availability. I'll probably try that next, but am waiting until it's a little closer to my trip date just in case some availability opens up from cancellations.
I don't know why Hilton makes this more complicated than it needs to be. There really should be a simple process to add a FNC to a current reservation and then simply adjust your balance by the points.
Their own T&Cs state that a FNC can be added to an existing Reward stay:
The Free Night Reward is not transferable and may not be redeemed for cash or Hilton Honors Points. The Free Night Reward may be combined with other Hilton or Free Night promotions in market and may be added to an existing paid or Reward stay.