After many successful uses, last month I ran into 2 cases where Hilton gift cards did not work (Hilton Windhoek, Hampton Concord NC). When I called the number on the back of the card they told me that in each case, the cards were declined due to fraud/security concerns. Now, I'm not too sure how using a Hilton gift card at a Hilton could possibly be a fraud concern. The people at the gift card call center were completely unconcerned about this issue and cheerfully informed me that the balance on the card was intact and that I should try to use it at another hotel. But it really is a significant problem. Here I am, happily running up charges and expecting them to be covered by the gift card, and all of a sudden I have to come up with the money myself at checkout.
I think that in this case Hilton should send me a check for what I spent and debit the amount from the gift card balance, but just try telling that to the people at the gift card call center. I am eager to hear from the Hilton lurkers why this is an issue in the first place, and how Hilton plans to make it right with anyone who has been affected.