New to this forum. Tried to do a search but couldn't find anything. I was made aware recently that Hilton has a new program for small businesses. Both the business and the individual get to collect HH points (although from what I can tell the business does not earn much).

The main benefit for me is that the rates for hotels are equal to some of the prepaid rates, with the benefits of a full rate such as being able to cancel up to 24 hours before stay, etc. However, in two of my Hampton Inn stays I ran into issues in the past few weeks.

At the first stay, I wanted to check out a day early due to new commitments. Hotel was not able to change my reservation even as they escalated it to managers several times. I was told to call into Hilton itself who had no idea what to do and just opened a support ticket which kicked this back to the hotel. Eventually I was given a phone number for the business support desk who told me what we all knew already: since this was a full rate with a discount, early check-out without a penalty should be available. But no other help. The manager at the hotel finally just charged me for the last night, but just modified the rate to read $0.

This past weekend at different Hampton Inn, the check-in desk tried to upgrade me to a suite since they had no rooms available as I was early. After 30 minutes of trying they were not able to upgrade due to the fact that they could not change anything about the booking since it was on this rate code.

Has anyone else had any issues with this program? Is this just due to it being new, or hotels not knowing the appropriate steps to take? Is this a software issue?