mahasamatman

I just found out that an award reservation I made a while ago is non-refundable and non-changeable (the stay is still four weeks away). Is this typical of Hilton redemptions? I've never heard of such a thing in any other program.

cfischer

what? Never heard of such thing. Did you call and they told you it can't be changed or refunded? I have seen strange things online, but when you call it should be a non-issue.
Tell us more, this sounds REALLY bad if true.

mahasamatman

Yes, I called because it wouldn't let me do anything online. A supervisor was eventually able to make the change I wanted (after being on hold for almost ˝ hour), but said it would be impossible to cancel. She also claimed that the cancellation policy was published, but it exists nowhere in my online reservation or my email confirmation, and I can find no reference to it on the hotel's information pages.

I'm no longer disappointed that Hilton rejected my status match and happy that we're almost done burning through my wife's points.

chitownflyer

What award are you redeeming, and is there a reward code?

Chapel Hill Guy

And what property?

Never heard of such a policy and I've been a diamond for nine years now.

mahasamatman

H602 (2 free nights, Cat 6) at the Glasgow Hilton.

chitownflyer

AFAIK, Hilton rewards can be redeposited into your account as long as you are within the appropriate cancellation period. Hilton did increase the amount of points required to redeem an award by about 25 percent and created a whole new category level of hotels effective January 15, 2010.

I also forgot to add that you can obtain HHonors Gold status by applying for the American Express Surpass card which comes with complimentary first year Gold status. After year one, you are awarded Silver status simply for holding the card, and the benefit is to redeem multi night discounted award stays aka GLONS. With the Surpass card, you may earn Gold staus with $20,000 in annnual spending or Diamond status for spending $40,000 on the card.

mahasamatman

And apparently, the "appropriate cancellation period" was over the moment I booked the award on 09 March.

Hilton decided they don't want our business, so I'm not going to jump through hoops to give it to them.

Sweet Willie

Do you recall any cancellation period posted while making/confirming the reservation? Or per your prior experience with other hotels did you not really look for one? (as I prob would have assumed)

mahasamatman

None. I even tried another dummy booking, and there was still nothing listed (though I didn't finish the booking, now knowing that I wouldn't be able to get the points back).

I always look to see if it's same day, the day before, or two days before. The longest I've ever seen is three days prior.

Flying Lawyer

I currently have one award reservation with a one month cancallation deadline.

more4less

I can understand this in Hiltons such as Bora-Bora, Maldives, Seychelles,... but in Glasgow?

Sweet Willie

Generally my experience as well, unless an 'exotic' property as savoix points out, I love Scotland but Glasgow is not exotic

travelinfoo

This is very odd. The cancellation policy for your award should be clearly stated on your reservation confirmation. What is listed as the cancellation policy on your confirmation? They cannot change what is printed on your confirmation.

Never heard of a completely unchangeable award (up to cancellation period)! Hope this is not a new trend.

I have had a 2 wk cancellation policy but it was a popular hotel.

mahasamatman