Failure to provide free night certificates
Jul 26, 2020, 10:50 pm
#1
FlyerTalk Evangelist
Original Poster
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
Failure to provide free night certificates
I had a pre-paid reservation at a fairly good rate, so when I had to cancel it (I couldn't travel there, and the hotel was closed anyway) I requested free night certificates rather than a refund. It took a while, and I queried several times as they missed deadlines. Each time, I was assured that the certificates would be forthcoming.
Then they refunded my cost. I am not pleased with this.
Then they refunded my cost. I am not pleased with this.
Jul 27, 2020, 12:16 pm
#3
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,570
The process is not transparent at all, in which country did you have a reservation? The policy only covers US, Canada and Mexico.
Even if you are eligible based on that, they make GA cases which go to the hotel who initiate a refund and therefore... no voucher.
Moreover; the exact letter of the rules say pre-paid rate, it does not say exactly AP.
It would be good if HH Ambassador would post the exact criteria for a free night advance purchase voucher.
Even if you are eligible based on that, they make GA cases which go to the hotel who initiate a refund and therefore... no voucher.
Moreover; the exact letter of the rules say pre-paid rate, it does not say exactly AP.
It would be good if HH Ambassador would post the exact criteria for a free night advance purchase voucher.
Jul 27, 2020, 7:37 pm
#4
FlyerTalk Evangelist
Original Poster
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
The process is not transparent at all, in which country did you have a reservation? The policy only covers US, Canada and Mexico.
Even if you are eligible based on that, they make GA cases which go to the hotel who initiate a refund and therefore... no voucher.
Moreover; the exact letter of the rules say pre-paid rate, it does not say exactly AP.
It would be good if HH Ambassador would post the exact criteria for a free night advance purchase voucher.
Even if you are eligible based on that, they make GA cases which go to the hotel who initiate a refund and therefore... no voucher.
Moreover; the exact letter of the rules say pre-paid rate, it does not say exactly AP.
It would be good if HH Ambassador would post the exact criteria for a free night advance purchase voucher.
Jul 28, 2020, 3:06 am
#6
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
The certificate option covers any hotels (mine was Dubai), but the conditions for entitlement are very specific and not spelled out in the website flim-flam.
The reservation must be Advanced Purchase, and carry that label. A reservation where a payment is taken in advance by the hotel doesn't count: Hilton Towers is not fully in control of those reservations, or your money, and for cancelled reservations of that type you will (eventually) get a refund from the hotel.
If you qualify, Hilton is happy to give you a certificate because it keeps your money, giving you standard reward night in return. Essentially you have bought reward points.
The certificate is for a standard room, regardless of the room originally booked. Status members are OK here, as the normal upgrades apply.
HOWEVER, the crunch is that the certificate is specific to the Hilton brand originally booked. You will not be able to blag a Waldorf against a Garden Inn. But there are HGIs and $$HGIs, Hilton and HILTONS, so you could still come out a winner.
Jul 28, 2020, 10:43 pm
#8
Join Date: May 2020
Posts: 5
Jul 29, 2020, 1:37 am
#9
FlyerTalk Evangelist
Original Poster
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
The certificate option covers any hotels (mine was Dubai), but the conditions for entitlement are very specific and not spelled out in the website flim-flam.
The reservation must be Advanced Purchase, and carry that label. A reservation where a payment is taken in advance by the hotel doesn't count: Hilton Towers is not fully in control of those reservations, or your money, and for cancelled reservations of that type you will (eventually) get a refund from the hotel.
If you qualify, Hilton is happy to give you a certificate because it keeps your money, giving you standard reward night in return. Essentially you have bought reward points.
The certificate is for a standard room, regardless of the room originally booked. Status members are OK here, as the normal upgrades apply.
HOWEVER, the crunch is that the certificate is specific to the Hilton brand originally booked. You will not be able to blag a Waldorf against a Garden Inn. But there are HGIs and $$HGIs, Hilton and HILTONS, so you could still come out a winner.
The reservation must be Advanced Purchase, and carry that label. A reservation where a payment is taken in advance by the hotel doesn't count: Hilton Towers is not fully in control of those reservations, or your money, and for cancelled reservations of that type you will (eventually) get a refund from the hotel.
If you qualify, Hilton is happy to give you a certificate because it keeps your money, giving you standard reward night in return. Essentially you have bought reward points.
The certificate is for a standard room, regardless of the room originally booked. Status members are OK here, as the normal upgrades apply.
HOWEVER, the crunch is that the certificate is specific to the Hilton brand originally booked. You will not be able to blag a Waldorf against a Garden Inn. But there are HGIs and $$HGIs, Hilton and HILTONS, so you could still come out a winner.
Mine said the Rate Information was "HONORS STAY LONGER". Payment in full was taken in advance and it was specified as non-refundable.
And I don't really mind if it's limited to DoubleTree; the stays I planned to use the certificates for are at a DoubleTree (which generally has considerably higher rates than what I paid).
Jul 29, 2020, 3:28 am
#10
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,570
AFAIK, only in the US, Canada and Mexico do Hilton hold the AP money before it's sent to the hotel. With very few hotels under $100 only in the most rare of cases will there be a loss for Hilton in paying for the redemption vs the money they keep onto. That's why the same brand requirement is incorrect.
Because occupancy is so low right now, its another reason they allow weekend certificates to be used midweek because the reimbursement cost will be next to nothing in nearly all cases.
Because occupancy is so low right now, its another reason they allow weekend certificates to be used midweek because the reimbursement cost will be next to nothing in nearly all cases.
Jul 29, 2020, 3:57 am
#11
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
Do you have access to the actual requirements?
Mine said the Rate Information was "HONORS STAY LONGER". Payment in full was taken in advance and it was specified as non-refundable.
And I don't really mind if it's limited to DoubleTree; the stays I planned to use the certificates for are at a DoubleTree (which generally has considerably higher rates than what I paid).
Mine said the Rate Information was "HONORS STAY LONGER". Payment in full was taken in advance and it was specified as non-refundable.
And I don't really mind if it's limited to DoubleTree; the stays I planned to use the certificates for are at a DoubleTree (which generally has considerably higher rates than what I paid).
My understanding is the AP rate means you pay for the full stay upfront to Hilton, who later pass the amount on to the hotel (less whatever Hilton is entitled to); while for other rates requiring payment in advance (like ours), the hotel itself will take as deposit a hefty chunk from your card, in part to verify the card.
I have no idea if AP is available only in N America, or if the AP internal payment arrangement is restricted to N America. I can only report my Dubai experience.
Where Hilton holds the cash, in the AP case, it can easily refund the money, or hang on to it and issue a certificate.
Where the hotel has taken the deposit, Hilton has to persuade the hotel to put the cash back onto your card OR give you some sort of voucher to allow you to stay another time at that specific location.
Last edited by IAN-UK; Jul 29, 2020 at 4:02 am