Hilton doesn't keep its promises
Sep 3, 2020, 11:21 pm
#1
Original Poster
Join Date: Aug 2012
Posts: 9
Hilton doesn't keep its promises - RESOLVED
Hilton is refusing to honor its "commitment" to provide Honors members with greater travel flexibility, including certificates when cancelling an Advanced Purchase reservation. Hilton's website states:
I have been promised these certificates multiple times via phone and email. Now, Hilton is refusing to keep its promise. If you believe Hilton should honor its written commitment and keep its promises to guests, let your voice be heard!
Hilton Honors Ambassador - can you help please?
HILTON’S COMMITMENT TO YOU, OUR GUESTS, AS WE NAVIGATE THROUGH CORONAVIRUS (COVID-19)
"If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night."I have been promised these certificates multiple times via phone and email. Now, Hilton is refusing to keep its promise. If you believe Hilton should honor its written commitment and keep its promises to guests, let your voice be heard!
Hilton Honors Ambassador - can you help please?
Last edited by dkla; Sep 4, 2020 at 8:20 pm Reason: Issue resolved
Sep 4, 2020, 12:12 am
#2
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
Welcome to FT first time poster.
I will highlight their policy for you:
"If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night."
Sort of like you may win the lottery if you buy a lottery ticket.
But it was great marketing.
I hope you at least got a refund of the amount you paid to Hilton, that is what you should be pushing for and what you are due.
I will highlight their policy for you:
"If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night."
Sort of like you may win the lottery if you buy a lottery ticket.
But it was great marketing.
I hope you at least got a refund of the amount you paid to Hilton, that is what you should be pushing for and what you are due.
Sep 4, 2020, 12:38 am
#3
Original Poster
Join Date: Aug 2012
Posts: 9
Welcome to FT first time poster.
I will highlight their policy for you:
"If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night."
Sort of like you may win the lottery if you buy a lottery ticket.
But it was great marketing.
I hope you at least got a refund of the amount you paid to Hilton, that is what you should be pushing for and what you are due.
I will highlight their policy for you:
"If you are a Hilton Honors member and cancel an Advance Purchase rate, you may be eligible for a free night certificate for each cancelled night."
Sort of like you may win the lottery if you buy a lottery ticket.
But it was great marketing.
I hope you at least got a refund of the amount you paid to Hilton, that is what you should be pushing for and what you are due.
Sep 4, 2020, 3:55 am
#4
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
I am aware of what their policy says, and that they promised the certificates to me multiple times over the phone and via email. They specifically told me, repeatedly, that I will receive the certificates. So far, I have received no refund, no certificates, only broken promises.
Is the rate designated "Advanced Purchase" ? I mean is that how the rate is formally referred to?
Having payment (full or part) taken in advance doesn't qualify for a voucher unless the rate is "Advanced Payment". It's got something to do with which entity grabs the money from your card: IHG or the hotel.
Sep 4, 2020, 7:50 am
#5
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
In what way is "Hilton now refusing"? Has Hilton expressly declined to do so? If so, what is its stated reason?
If you were promised and Hilton did not follow through, sue in SCC. Forget the underlying terms and focus on the fact that Hilton promised. Or, put this behind you and move on.
If you were promised and Hilton did not follow through, sue in SCC. Forget the underlying terms and focus on the fact that Hilton promised. Or, put this behind you and move on.
Sep 4, 2020, 8:25 am
#6
Original Poster
Join Date: Aug 2012
Posts: 9
Is the rate designated "Advanced Purchase" ? I mean is that how the rate is formally referred to?
Having payment (full or part) taken in advance doesn't qualify for a voucher unless the rate is "Advanced Payment". It's got something to do with which entity grabs the money from your card: IHG or the hotel.
Having payment (full or part) taken in advance doesn't qualify for a voucher unless the rate is "Advanced Payment". It's got something to do with which entity grabs the money from your card: IHG or the hotel.
In what way is "Hilton now refusing"? Has Hilton expressly declined to do so? If so, what is its stated reason?
If you were promised and Hilton did not follow through, sue in SCC. Forget the underlying terms and focus on the fact that Hilton promised. Or, put this behind you and move on.
If you were promised and Hilton did not follow through, sue in SCC. Forget the underlying terms and focus on the fact that Hilton promised. Or, put this behind you and move on.
Last edited by cblaisd; Sep 4, 2020 at 8:55 am Reason: merged poster's two consecutive posts
Sep 4, 2020, 9:15 am
#7
Join Date: Apr 2016
Posts: 1,884
I canceled an advance purchase reservation, but somehow the refund was never processed. A phone call and being nice to the agent got it processed in less than 5 minutes. If you are being nice and reasonable, I don't see how you would have much of an issue getting a refund at least. OP may have been overly greedy in the ask.
Sep 4, 2020, 11:05 am
#8
FlyerTalk Evangelist
Join Date: Aug 2000
Location: London
Programs: Hilton, IHG - BA, GA, LH, QR, SV, TK
Posts: 17,008
I read this reported somewhere: the reason offered was HILTON takes the deposit for US hotels, but not for hotels elsewhere.
Oddly they offered me the voucher for a Dubai cancellation, only to get an apology because although an advanced payment had been taken, the rate wasn't "Advanced Purchase".
The offers a bit of a mess: one maybe they'd have been better not offering. But not worth losing sleep over, just get a refund
Oddly they offered me the voucher for a Dubai cancellation, only to get an apology because although an advanced payment had been taken, the rate wasn't "Advanced Purchase".
The offers a bit of a mess: one maybe they'd have been better not offering. But not worth losing sleep over, just get a refund