auandagbug

This isn't always true. I recently completed a stay at the Narita Airport Hilton in Japan which I had to book through my corporate travel agency. The hotel recognized my Diamond status when I checked in, upgraded me to a high floor queen deluxe room, and I received the Diamond MyWay 1000 point bonus plus the Diamond Elite 100 percent bonus. I received a free drink coupon, a free continental breakfast, and 25 percent off dining at the only hotel restaurant which was open.

Truffles

Corporate travel agency bookings retain status perks. Bookings through online travel agents such as Expedia do not. It is all in the terms and conditions.

Smid

I don't understand why you persist with this. Nobody here is claiming to book with OTAs, OP used Hilton app.

Also, to the previous poster, Hilton benefits tend to be different between a Hilton Garden Inn and a Hilton. I don't expect much if anything from a HGI when gold.

johnndor

I believe Truffles is replying to auandagbug, who mentioned a counter example where he did NOT book directly with Hilton and still got benefits.

1cairobeller

Yes…I was told I could pay at restaurant & bar with cash/credit card but I would not receive the food/drink credit upon checking-out.

DCAproducer

Definitely send a complaint to Hilton with details on your stay. Report back.

twitch76

Can you bill it to your room?

If you pay cash/card directly to the restaurant, there is no way for the credit to apply at that point.

Can you bill items to your room from the pantry/shop?

JumboJetPilot

What annoys me is that my company uses "Hotel Connections, Inc." to book our hotel rooms. I'm in hotels about 330 nights per year. I don't receive any points or stay credits and this most definitely annoys me! I have to live my life out on the road and I get no benefits from the hotel chains for it.

1cairobeller

Your company may have a central account collecting employee’s points and using them for your business reservations.

twitch76

Any update on how this ultimately played out?

1cairobeller

According to Hilton Customer Service, individual Hotels decide which MyWay benefits will be honored. Sadly, HHonors app is not up-to-date for each hotel.
I’ve found calling hotel directly (as suggested by another responder to this thread) and asking about Benefits before making reservation is best way to decide which hotel to book. Have experienced great room upgrades this way.

dmarge18

This used to be a go-to property for me but since Covid, I would say AVOID AT ALL COSTS. I feel the OP's pain with them. I DID get "breakfast benefits" (stayed a month ago), but it was essentially $12 for a coffee and granola bar and tiny yogurt. And they hadn't cleaned the place since pre-Covid (I had bugs, food, and child's toys in my room). Worst of all, it smelled like raw sewage in the hallway from the chicken juice spilling off the carts by the kitchen (which they made worse by spraying lemon something instead of ripping out carpets).

To answer the question, though, I would agree with the poster who said just charge it to the room then find a different front desk agent. All else fails then go to your CC to correct the charges (or call the Hilton Diamond desk, even though they haven't been that helpful for me lately).

xooz

I would agree with the previous poster who suggests trying to engage with the FT Hilton Honors Ambassador. He/she seems to have been active recently. Perhaps they can clarify what is/is not a legitimate action by the hotel to deny benefit choices.

twitch76

Thanks for following up and letting us know. I was already disappointed in the benefit change. However, I'm EXTREMELY disappointed in your report that a hotel has simply been allowed to go rogue and operate outside the advertised benefits. The response from Hilton CS further demonstrates a real breakdown in communication and brand standards. Frankly, the agent who told you that is wrong. If hotels can just decide willy-nilly which benefits they will honor, then there's no point in a rewards program.

It's probably not worth any more of your time or stress... but I really wish that Hilton Honors Ambassador would chase this down for you. Assuming that all is as you have described (and I believe your account to be true), neither the hotel nor HH Customer Service have correctly applied the benefit program or acted in a manner consistent with the Hilton brand.

At minimum, you should be due a refund of any expenses that you incurred (up to the stated benefit). Additionally, you should receive an additional CS Gesture to cover any benefit that you didn't use once you learned the hotel wasn't honoring the benefit, and lastly, you should receive an additional CS gesture for your time and energy spent on this. It's simply absurd that you have been treated in this way.

DC9

Didn’t I read where the HH Ambassador (William?) had left the building back a while? Maybe we have a new one?