KLflyerRalph

I was going through my upcoming reservations for stays next February and for one hotel noticed something strange. I booked a fully flexible/refundable rate, yet the app now mentions 'This reservation cannot be canceled'. Also all rate amount/info is not visible anymore under Room & Plan Selection. I used the chat on the website and the agent confirmed my rate is still cancelable until somewhere in Feb, but couldn't/wouldn't say why I cannot edit/cancel this booking any more in the app.
The Reservation page on the Hilton website mentions I should call the hotel directly for assistance with this reservation. Not convenient in case of last-minute changes where the app is always instant.
Has anyone come across this behavior? An IT quirk or a sign that something could be amiss with the stay?

MD/DC Flyer

It happened to me on several reservations. It happens when the hotel changes something in the reservation on their side and it basically takes control over the reservation. I had long exchange with Hilton (and William here which was very helpful) but the bottom line, you cannot administer the reservation yourself anymore and have to do it through Hilton. I've managed to cancel such reservations without a problem - but agree it is a hassle and I was not very happy with it either.

gpp1

Yes the same happened to me but worse I had a 24 hour cancellable non-prepaid reservation in Mexico. The hotel decided to change that, adjusted the rate, took full prepayment on my card for a 7 night stay and changed the terms to non-refundable! I only became aware because the charge appeared on my credit card. And this was all booked through a Diamond account.
The hotel did issue a refund but only after multiple calls and emails on my part. The Diamond desk were less than useless. I opened a case - they said I'd hear from someone within 48 hours and that was more than 3 weeks ago.

KLflyerRalph

I cannot think of anything why the hotel would do this so far in advance. A couple of days prior to the stay, I have seen the same happening but that�s because of a room upgrade. As of now, no suite is assigned yet .

:D!

Please name and shame the property

MD/DC Flyer

Mine was a year in advance (those rare cases when you can snug a room more than a year in advance). Basically when the hotel and Hilton systems are out of sync Hilton deals with the situation as if it is a travel agent booking and blocks you from managing it yourself although on the back end it seems they clearly know it is their own reservation and can still manage it.

whimsey21

I�ve had this happen for 2 reasons - a room upgrade that gets locked-in in advance (always good!) or the property assigning me specific rooms (I often request connecting rooms when traveling with my kids). In the latter case the room type still shows as originally booked and the HHonors reps can verify that the booking is still cancellable as in your case. I�ve never had this turn into a problem.