HH Gold on award stay, denied all Gold benefits!
Dec 10, 2004, 5:09 pm
#1
Original Poster
Join Date: Oct 2003
Location: Santa Barbara, CA
Programs: AA Executive Platinum, UA Gold/MM, HH Diamond, Bonvoy Titanium, IHG Diamond/Ambassador, Hyatt Explor
Posts: 2,168
HH Gold on award stay, denied all Gold benefits!
My gf(she is HH Gold) and I(Diamond) are on a HHonors award(using her points) stay at a HGI property. We are repeated guests at the property. Not only our packet not ready at our check-in, we were denied all HHonors Gold benefits. No breakfast coupons, no water vouchers and no free bottled water! 
I asked the clerk if he if he is sure about this and the answer was, "yes, Gold benefits does not apply on award stays". I asked to speak to the front desk manager and got the same answer.
What are you guy's experiences on this? I have never been denied any Gol/Diamond benefits any where, reward or paid stays.
Thanks.
I asked the clerk if he if he is sure about this and the answer was, "yes, Gold benefits does not apply on award stays". I asked to speak to the front desk manager and got the same answer. What are you guy's experiences on this? I have never been denied any Gol/Diamond benefits any where, reward or paid stays.
Thanks.
Dec 10, 2004, 6:17 pm
#3
Join Date: May 1999
Posts: 1,627
Per the Hilton HHonors Terms & Conditions (hiltonhhonors.com/terms), the only situation where you would not receive the VIP tier benefits is for an "opaque booking" as follows:
11. Stays booked via "opaque" channels where the brand is unknown at the time of purchase are not Eligible Stays for the purpose of earning points, miles or stay credit toward VIP tier status, or the receipt of VIP tier benefits such as upgraded accommodations / amenities or access to health clubs.
For all other types of stays, you should receive the benefits.
Dec 10, 2004, 6:33 pm
#5
Original Member
Join Date: May 1998
Location: The County, Maine
Posts: 829
I do not go anywhere without my HHonors member benefits booklet. Than you can educate the desk clerks and managers who try to interpret the rules their way. I have not had many occasions when Gold benefits have not been received, but when I pop out the booklet and let them read it, I have never been denied the benefits, and in most cases I have been offered a sincere apology for the misunderstanding,which works for me.
Dec 10, 2004, 7:54 pm
#6
Join Date: Aug 2001
Location: Cerritos, CA
Programs: AA Plat; HH Gold; Marriott Silver; UCLA Fan
Posts: 798
As a HH Gold, this year I even got lounge benefits at the Rome Cavalieri Hilton, which has denied benefits to other FT'ers. Also at the Brussels Conrad and Athens Hilton, both first class hotels.
Dec 10, 2004, 8:03 pm
#7
FlyerTalk Evangelist
Join Date: Aug 2001
Location: SF CA USA. I love large faceless corporations. And they cherish me in return (sometimes). ;)
Programs: UA Premier Gold/disappointed 1MM, HH Gold, IHG Plat, MB Gold, BW Diam Sel
Posts: 17,575
Originally Posted by Motion122
My gf(she is HH Gold) and I(Diamond) are on a HHonors award(using her points) stay at a HGI property. We are repeated guests at the property. Not only our packet not ready at our check-in, we were denied all HHonors Gold benefits. No breakfast coupons, no water vouchers and no free bottled water! I asked the clerk if he if he is sure about this and the answer was, "yes, Gold benefits does not apply on award stays". I asked to speak to the front desk manager and got the same answer.
What are you guy's experiences on this? I have never been denied any Gol/Diamond benefits any where, reward or paid stays.
Thanks.
I asked the clerk if he if he is sure about this and the answer was, "yes, Gold benefits does not apply on award stays". I asked to speak to the front desk manager and got the same answer. What are you guy's experiences on this? I have never been denied any Gol/Diamond benefits any where, reward or paid stays.
Thanks.
I have always gotten my benefits on award stays. One near-exception was the Doubletree Suites Times Square, but they gave me the breakfast buffet after all (I had Diamond status at the time).
Dec 10, 2004, 9:15 pm
#8
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
Did you have a copy of your reward confirmation?
Under the Rewards Terms and Conditions it states: "HHonors Gold and Diamond VIP members are eligible for upgraded accomodations or amenitites at HHonors hotels where available and subject to HHonors Upgraded Accomodations / Amenities policy."
-FlyerBeek
Under the Rewards Terms and Conditions it states: "HHonors Gold and Diamond VIP members are eligible for upgraded accomodations or amenitites at HHonors hotels where available and subject to HHonors Upgraded Accomodations / Amenities policy."
-FlyerBeek
Dec 10, 2004, 9:24 pm
#9
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
I believe every H property has a book with all the info somewhere (in the back room.) That might be a great time to tell the reluctant desk clerk "show me where it says that."
Dec 11, 2004, 12:42 am
#10
Original Poster
Join Date: Oct 2003
Location: Santa Barbara, CA
Programs: AA Executive Platinum, UA Gold/MM, HH Diamond, Bonvoy Titanium, IHG Diamond/Ambassador, Hyatt Explor
Posts: 2,168
Originally Posted by KathyWdrf
Which HGI are you staying at?
I have always gotten my benefits on award stays. One near-exception was the Doubletree Suites Times Square, but they gave me the breakfast buffet after all (I had Diamond status at the time).
I have always gotten my benefits on award stays. One near-exception was the Doubletree Suites Times Square, but they gave me the breakfast buffet after all (I had Diamond status at the time).
We are staying at the HGI Arcadia, California. We are both repeating guests of this property.
One phone call to the HHonors desk resolved the benefits issue! ^
Dec 11, 2004, 11:33 am
#13
Original Poster
Join Date: Oct 2003
Location: Santa Barbara, CA
Programs: AA Executive Platinum, UA Gold/MM, HH Diamond, Bonvoy Titanium, IHG Diamond/Ambassador, Hyatt Explor
Posts: 2,168
Originally Posted by robmach
i was going to say call em. but looks like you did. how did they fix the issue?
