Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Hilton | Hilton Honors
Reload this Page >

Advice on a points re-deposit request for early checkout

Advice on a points re-deposit request for early checkout

Old Aug 14, 18, 6:43 pm
  #1  
Original Poster
 
Join Date: Jan 2010
Posts: 40
Advice on a points re-deposit request for early checkout

Don't wanna bore you with all the minutia but here are the bullet points:

1) Had a reservation for Embassy Suites Downtown Seattle for three nights with points (actually 209,000 points & $11.00...didn't have the full 210K at the time). However, something came up and I had to checkout a day early.
2) Upon checkout, was told by the front desk that there was nothing they could do regarding getting the last night's points back...that I would have to contact HH Customer Service or the Diamond Desk.
3) Contacted DD the next day like I was advised and they told me that THE HOTEL was responsible for submitting the request (conflicting information). So, the DD sent a message directly to the hotel requesting they fill out a points re-deposit form.
4) Received an e-mail from a Hilton Corporate Guest Relations Specialist today that read: According to the hotel. "The Guest was notified at moment of check out he would not be able to have his points back due to cancellation policy. Guest agreed to check out early even with this." The hotel must agree to return points for a incomplete stay.

I'm now wondering what my next move should be. I was never told, in-person, what the hotel stated above. The only "cancellation policy" passed onto me by the hotel at checkout was a $100 early checkout fee...but it ended up not pertaining to my situation. At no point was I told by the hotel there wasn't an avenue available to get my points back...and I certainly would not have said "Yeah, what the hell...just keep my points". I totally understand that a guest checking out early leaves a room vacant that they could've otherwise occupied...but life happens...and I stand to lose 69,000 points. I know...first world problems lol.

At any rate, should I just send a reply to the Guest Relations Specialist and make them aware of the conflicting info I was given so it's part "of the record"? (A file number was established). Or should I contact the hotel directly...and if so, who should I ask for? And should it be via phone or e-mail? Any advice would be greatly appreciated. Thanks!
jimbohoward69 is offline  
Old Aug 15, 18, 9:30 am
  #2  
 
Join Date: Mar 2010
Posts: 1,069
Originally Posted by jimbohoward69 View Post
Don't wanna bore you with all the minutia but here are the bullet points:

1) Had a reservation for Embassy Suites Downtown Seattle for three nights with points (actually 209,000 points & $11.00...didn't have the full 210K at the time). However, something came up and I had to checkout a day early.
2) Upon checkout, was told by the front desk that there was nothing they could do regarding getting the last night's points back...that I would have to contact HH Customer Service or the Diamond Desk.
3) Contacted DD the next day like I was advised and they told me that THE HOTEL was responsible for submitting the request (conflicting information). So, the DD sent a message directly to the hotel requesting they fill out a points re-deposit form.
4) Received an e-mail from a Hilton Corporate Guest Relations Specialist today that read: According to the hotel. "The Guest was notified at moment of check out he would not be able to have his points back due to cancellation policy. Guest agreed to check out early even with this." The hotel must agree to return points for a incomplete stay.

I'm now wondering what my next move should be. I was never told, in-person, what the hotel stated above. The only "cancellation policy" passed onto me by the hotel at checkout was a $100 early checkout fee...but it ended up not pertaining to my situation. At no point was I told by the hotel there wasn't an avenue available to get my points back...and I certainly would not have said "Yeah, what the hell...just keep my points". I totally understand that a guest checking out early leaves a room vacant that they could've otherwise occupied...but life happens...and I stand to lose 69,000 points. I know...first world problems lol.

At any rate, should I just send a reply to the Guest Relations Specialist and make them aware of the conflicting info I was given so it's part "of the record"? (A file number was established). Or should I contact the hotel directly...and if so, who should I ask for? And should it be via phone or e-mail? Any advice would be greatly appreciated. Thanks!
This is a tough one. Before Honors removed categories and changed it's point pricing method for free nights it was easy to have points returned with a shortened stay. Under the new system I am not sure what the official rule is. I would first contact the property again to confirm they are not willing to give one night back to you. If they refuse then ask Corporate Customer service to give you the points back since there was and still is confusion on the whole matter. If that doesn't work feel free to let them know I said they should refund the points. That should do it.

Last edited by HHonors OUTSIDER; Aug 15, 18 at 9:36 am
HHonors OUTSIDER is offline  
Old Aug 15, 18, 9:49 am
  #3  
 
Join Date: Feb 2014
Posts: 917
It's a tough one here. Per the Hilton Honors T&C: 10. A Reward Stay reservation is valid for the room accommodations stated thereon at one room at one hotel for one stay (as that term is defined herein) and as provided on the Reward Confirmation document. To change the location of a Reward Stay reservation, the Member must first cancel the existing Reward Stay reservation and then book the new Reward Stay reservation at the desired property. To change the dates of a Reward Stay reservation, the Member should contact Hilton Reservations and Customer Care prior to arriving at the hotel for the Reward stay. Hotel agents will not be able to alter the dates of any reward stays for a Members, and the Member could be subject to Points forfeiture.

So the early checkout would have had to be known prior to the trip, which obviously isn't always going to be the case as life happens and you may need to change your plans mid-stay. I don't see any allowance for a stay that was shortened during the trip. In this case, it does sound like both the hotel and phone agent gave you correct info. The issue is that the hotel appears to be unwilling to submit the request for point redemption, so they didn't offer you that option.
jeffandnicole is offline  
Old Aug 15, 18, 10:01 am
  #4  
 
Join Date: Mar 2010
Posts: 1,069
Thank you for the post jeffandnicole. Using the rule you cited if the property does not want the points refunded they should not shorten his stay and check him out a day early. Since they apparently did that they are by default giving Honors permission to refund the points. The property should not be able to now deny the refund.
HHonors OUTSIDER is offline  
Old Aug 15, 18, 2:48 pm
  #5  
 
Join Date: May 2018
Programs: HH Diamond, BW Diamond, Marriott, Choice, IHG, Hertz FiveStar,
Posts: 207
I would probably try to talk to the manager at the hotel and explain the nature of the early departure and ask for a courtesy on returning the points. I'd point out that you didn't agree to "forfeit" your points upon checkout and there was confusion surrounding that. If that doesn't work, then try the DD again and hope they can assist in getting you at least some of your points back. Good luck!!
Staley Cornell is offline  
Old Aug 15, 18, 3:46 pm
  #6  
Original Poster
 
Join Date: Jan 2010
Posts: 40
Originally Posted by jeffandnicole View Post
It's a tough one here. Per the Hilton Honors T&C: 10. A Reward Stay reservation is valid for the room accommodations stated thereon at one room at one hotel for one stay (as that term is defined herein) and as provided on the Reward Confirmation document. To change the location of a Reward Stay reservation, the Member must first cancel the existing Reward Stay reservation and then book the new Reward Stay reservation at the desired property. To change the dates of a Reward Stay reservation, the Member should contact Hilton Reservations and Customer Care prior to arriving at the hotel for the Reward stay. Hotel agents will not be able to alter the dates of any reward stays for a Members, and the Member could be subject to Points forfeiture.

So the early checkout would have had to be known prior to the trip, which obviously isn't always going to be the case as life happens and you may need to change your plans mid-stay. I don't see any allowance for a stay that was shortened during the trip. In this case, it does sound like both the hotel and phone agent gave you correct info. The issue is that the hotel appears to be unwilling to submit the request for point redemption, so they didn't offer you that option.
Originally Posted by HHonors OUTSIDER View Post
Thank you for the post jeffandnicole. Using the rule you cited if the property does not want the points refunded they should not shorten his stay and check him out a day early. Since they apparently did that they are by default giving Honors permission to refund the points. The property should not be able to now deny the refund.
Thank you both for the great feedback! The front desk agent was in fact able to alter the dates of my reward stay "after the fact". My original reservation was 9-12 August but my receipt upon checkout shows "Arrival Date - 9 Aug" and "Departure Date - 11 Aug"...yet 209,000 points have been deducted. So, "on paper", I was charged 104,500 points per night instead of standard room rate of 70,000.

The question now is with whom do I continue the conversation? The hotel or HHonors? When I first contacted the Diamond Desk, they were adamant there was nothing they could do but I guess they weren't given the full story (that I have "proof" my stay was only 2 nights but was charged 209,000 points). Sorry for all the questions...just frustrated.
jimbohoward69 is offline  
Old Aug 15, 18, 5:58 pm
  #7  
 
Join Date: Mar 2010
Posts: 1,069
One option is call Corporate Customer care and give them your case number letting them know you are stuck in the middle of no one wanting to correct the points and ask them how best to proceed.
HHonors OUTSIDER is offline  
Old Aug 15, 18, 7:40 pm
  #8  
Original Poster
 
Join Date: Jan 2010
Posts: 40
Originally Posted by HHonors OUTSIDER View Post
One option is call Corporate Customer care and give them your case number letting them know you are stuck in the middle of no one wanting to correct the points and ask them how best to proceed.
I was thinking the same thing...but am trying to decipher the best number. One number I saw in my case number e-mail was 1-888-240-6152. Should work?
jimbohoward69 is offline  
Old Aug 15, 18, 8:01 pm
  #9  
 
Join Date: Mar 2010
Posts: 1,069
Originally Posted by jimbohoward69 View Post
I was thinking the same thing...but am trying to decipher the best number. One number I saw in my case number e-mail was 1-888-240-6152. Should work?
Yes that # will work .
HHonors OUTSIDER is offline  
Old Aug 16, 18, 9:15 am
  #10  
 
Join Date: Jan 2012
Location: SoCal, USA
Programs: WN A+/CP, HH Diamond, Enterprise Gold
Posts: 63
The only time Iíve had to check out early on a points stay, at the Hilton San Diego Gaslamp, I was told I was forfeiting the points for the additional night. This was probably 3 years ago.
spchester is offline  
Old Oct 7, 18, 5:32 pm
  #11  
 
Join Date: May 2001
Posts: 8,949
I too am curious about this. Right now, I have a 6 night point stay booked. (5th night is free.) I might need to check out 1 day early but won't know for sure until I get there. Looks like I could be stuck...

Alternate question, if I call and shorten the stay in advance, would they have to re-price the entire stay or they can just refund me the original amount for the 6th night? The redemption amounts have gone up.

Thanks.
username is offline  
Old Oct 8, 18, 7:05 am
  #12  
 
Join Date: Mar 2010
Posts: 1,069
Originally Posted by username View Post
I too am curious about this. Right now, I have a 6 night point stay booked. (5th night is free.) I might need to check out 1 day early but won't know for sure until I get there. Looks like I could be stuck...

Alternate question, if I call and shorten the stay in advance, would they have to re-price the entire stay or they can just refund me the original amount for the 6th night? The redemption amounts have gone up.

Thanks.
It will re-price your stay. You could inquire about the point rate for changing your reservation to a 5 night stay and decline the change. If you check out one day early you can request a refund for that night and you may or may not receive the points back.
HHonors OUTSIDER is offline  

Thread Tools
Search this Thread
Search Engine: