Cancelled after OLCI charged for night
Mar 15, 2019, 7:49 pm
#16
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,013
I have had to cancel after doing OLCI a few times due to airline irrops, and have always called the hotel and always been accommodated (even inside the cancellation deadline). I watch my credit card account and the hold goes away in a few days.
Mar 15, 2019, 7:54 pm
#17
Original Poster
Join Date: Apr 2016
Location: BNA (Nashville)
Programs: HH Diamond
Posts: 6,221
And that is why I didn't argue with her. I just thanked her and made sure she had cancelled the second night as well. Then I called the Gold desk and they were able to straighten it out on the phone.
I won't request the digital key until I am at the property in the future.
I won't request the digital key until I am at the property in the future.
Mar 16, 2019, 6:20 am
#18
Join Date: Dec 2007
Location: SYR
Programs: US/AA-Platinum, Hilton-Diamond, Marriott-Gold, AVIS-Presidents Club, National-Executive Elite
Posts: 2,755
This happened to me at the Residence Inn in Boston/Brookline. Same exact scenario. Did OLCI when it became available... flights got cancelled due to weather. Called the hotel - nothing they could do, I had officially, "checked-in" and it couldnt be cancelled. Asked to speak with the manager on duty - he said the same thing. Wouldnt budge.
Submitted a complaint in writing to the executive response team, had my money refunded within 48 hours.
Now, I don't do an OLCI until i've landed at the airport. Why risk it, ya know?
Submitted a complaint in writing to the executive response team, had my money refunded within 48 hours.
Now, I don't do an OLCI until i've landed at the airport. Why risk it, ya know?
Mar 18, 2019, 3:09 pm
#19
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Phoenix, AZ
Programs: HH Gold, AA Gold
Posts: 10,457
I have to agree with the uselessness of OLCI. I tried it once on the day of arrival (but at a NOT-digital key hotel). When I checked in, the agent gave me a different room. When I pointed out that I did OLCI, he told me that the guests in the room I had selected decided to stay an extra night. After that experience, I decided not to do OLCI again.
Mar 18, 2019, 3:36 pm
#20
Join Date: Aug 2002
Location: St. Louis, MO
Posts: 1,410
As others have said, the best thing about this thread is that it confirms my prior experience with Honors -- if you call the hotel directly and explain that circumstances beyond your control prevent you from checking in, even after the cancellation deadline, you will normally be allowed to cancel without penalty. It's not something the hotel is required to do, but the few times I've had to do this over the last 20 years or so, I've really appreciated it.
Take a look at the St. Regis Aspen thread on the Marriott board if you want to see the opposite way of doing business.
Take a look at the St. Regis Aspen thread on the Marriott board if you want to see the opposite way of doing business.
Mar 20, 2019, 2:45 pm
#22
Join Date: Jul 2015
Programs: HH Diamond, HGVC, WN RR, National Exec, Avis Preferred
Posts: 1,055
What kind of cancellation terms did you have and when did you cancel the room relative to that? I don't think I've ever been offered OLCI prior to the time that the cancellation penalty apply.
Mar 21, 2019, 5:16 am
#23
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,689
I often get cancellation terms with the night before arrival. So if I check in on 20 April, the last time for cancellation would be 23:59 on 19 April. Typically OLCI opens for me around midday the day before arrival, so there is a 12 hour potential overlap. At resort locations a 2 or 3 day leadtime on free cancellation would be the norm, but city / business locations often on shorter times, thanks to competitive pressures.
