[ARCHIVE to 2020] Conrad Bora Bora Nui Resort & Spa {PYF}
Mar 26, 2019, 12:55 pm
#1936
Join Date: Oct 2018
Posts: 302
Individually booked nights can be combined later, if I understand the conversation earlier in this thread, correct? I'd obviously want the 5th night free bonus.
Apr 1, 2019, 5:51 pm
#1938
Join Date: Mar 2018
Posts: 113
Hello Guys,
Just came back from a wonderful Stay at the Conrad Bora Bora. Booked 6 nights on points & Hilton Amex Free Night. i was upgraded to Deluxe King Overwater Villa. I am a diamond member. Emailed them in advance letting them know to put me in Villa 101-106 if available they quoted me $350/night for confirmed upgrade, did not take it and took a chance.
When we reached the hotel they told us i was upgraded to Deluxe overwater villa.
The resort is wonderful & all the people working there are very good & very nice. They were ready to help with almost everything.
Just came back from a wonderful Stay at the Conrad Bora Bora. Booked 6 nights on points & Hilton Amex Free Night. i was upgraded to Deluxe King Overwater Villa. I am a diamond member. Emailed them in advance letting them know to put me in Villa 101-106 if available they quoted me $350/night for confirmed upgrade, did not take it and took a chance.
When we reached the hotel they told us i was upgraded to Deluxe overwater villa.
The resort is wonderful & all the people working there are very good & very nice. They were ready to help with almost everything.
Do you happen to know if their policy is to upgrade diamond member to the highest available room? Will visit next month.
Apr 1, 2019, 6:26 pm
#1939
Join Date: Dec 2017
Programs: AA, chase ultimate rewards, hawaiian
Posts: 40
I have no idea about that. But I emailed them in advance & let them know my preference & I think they will surely upgrade you if the room is available
Apr 10, 2019, 1:29 am
#1940
Join Date: Nov 2016
Posts: 183
Refusal to give points for incidentals on reward stay at Conrad Bora Bora
Hilton Honors are refusing to issue points for over $800 of spend on F&B, spa etc, at Conrad Bora Bora on a reward stay.
I've had 2 different reps tell me "We are unable to process your request for Hilton Honors points as the stay was a reward stay".
The Ts & Cs state:
"If at least one night of the Member's stay is consumed with the use of Hilton Honors Rewards Points, the entire stay is considered a "Reward Stay" and Hilton Honors Points may be earned. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for Points, except that Points will not be earned for incidental charges at Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, and Home2 Suites by Hilton®."
Surely F&B at a Conrad is eligible? Right?
I've had 2 different reps tell me "We are unable to process your request for Hilton Honors points as the stay was a reward stay".
The Ts & Cs state:
"If at least one night of the Member's stay is consumed with the use of Hilton Honors Rewards Points, the entire stay is considered a "Reward Stay" and Hilton Honors Points may be earned. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for Points, except that Points will not be earned for incidental charges at Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, and Home2 Suites by Hilton®."
Surely F&B at a Conrad is eligible? Right?
Apr 10, 2019, 2:08 am
#1941
Join Date: Nov 2016
Posts: 183
And again:
"Please be advised that members will not earn points or miles for Reward Stay"
That's 3 times now I've been told that reward stays will not earn points.
"Please be advised that members will not earn points or miles for Reward Stay"
That's 3 times now I've been told that reward stays will not earn points.
Apr 10, 2019, 2:54 am
#1942
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,539
Of course it’s eligible.
Call the Diamond desk. They should do it. Or Tweet them. And forward those emails to Chris Nassetta!
When this basic matter is beyond the realms of HHonors support it’s no wonder it’s taking forever to get 200 missing lifetime nights restored to my account.
Call the Diamond desk. They should do it. Or Tweet them. And forward those emails to Chris Nassetta!
When this basic matter is beyond the realms of HHonors support it’s no wonder it’s taking forever to get 200 missing lifetime nights restored to my account.
Apr 10, 2019, 5:07 am
#1943
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,421
Yea, like a lot of things with airlines and hotels these days, you need to stop wasting your time with the garbage email responses and pick up the phone to get it fixed.
When you do call, don't even mention the nonsense email replies, just treat it as a brand new claim for missing points with the agent.
When you do call, don't even mention the nonsense email replies, just treat it as a brand new claim for missing points with the agent.
Apr 10, 2019, 5:18 am
#1944
Join Date: Nov 2016
Posts: 183
Twice I've phoned and been told I have to send in a copy of the bill.
By email.
To the utterly useless email system which seems to be an automated bot that randomly selects one of several useless responses.
I retain hope that one day the phone will be answered by someone who can help.
The email system is what they use to torture people in hell.
By email.
To the utterly useless email system which seems to be an automated bot that randomly selects one of several useless responses.
I retain hope that one day the phone will be answered by someone who can help.
The email system is what they use to torture people in hell.
Apr 10, 2019, 5:55 am
#1945
Join Date: Nov 2010
Location: No. California
Programs: UA MP HH LTD
Posts: 2,038
Contact the Hilton Rep (Lauren) that monitors this board, via PM. She and her staff are very quick to resolve these things.
Apr 10, 2019, 7:41 am
#1946
Join Date: Jan 2005
Location: IAD...and loving it?!
Programs: UA Platinum (1MM Gold), HH Diamond, Marriott Gold
Posts: 858
The Ts & Cs state:
"If at least one night of the Member's stay is consumed with the use of Hilton Honors Rewards Points, the entire stay is considered a "Reward Stay" and Hilton Honors Points may be earned. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for Points, except that Points will not be earned for incidental charges at Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, and Home2 Suites by Hilton®."
"If at least one night of the Member's stay is consumed with the use of Hilton Honors Rewards Points, the entire stay is considered a "Reward Stay" and Hilton Honors Points may be earned. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for Points, except that Points will not be earned for incidental charges at Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, and Home2 Suites by Hilton®."
So it doesn't seem to be an issue of whether you should receive points (as you will at most Hilton properties)--yes--, but whether you will--likely no.
Apr 10, 2019, 7:57 am
#1947
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,399
Yes I've always understood this to be within the property's discretion, which is exactly what the T&Cs state. Sometimes yes, sometimes no.
Apr 10, 2019, 8:36 am
#1948
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,421
Since the T&Cs say that the "participating hotel will decide whether incidental charges incurred during either of those stays are eligible for Points," it would appear that the Conrad Bora Bora has decided not to deem incidentals eligible for points.
So it doesn't seem to be an issue of whether you should receive points (as you will at most Hilton properties)--yes--, but whether you will--likely no.
So it doesn't seem to be an issue of whether you should receive points (as you will at most Hilton properties)--yes--, but whether you will--likely no.
Until proven otherwise this still just seems like garbage Hilton customer service responses....
Apr 10, 2019, 9:32 am
#1949
Join Date: Jun 2004
Location: USA
Programs: Hilton Diamond, IHG Diamond, Marriott Platinum
Posts: 123
There needs to be some transparency in this, as food and beverage is considered a valid charge to earn points at 99% of incidental-earning properties unless the restaurant is owned by a 3rd party. Secondly, there’s no evidence that the property has deemed food/spa as ineligible. This moreso seems like an IT glitch where either the stay was not reported as eligible for points earning or the property incorrectly coded the stay as perhaps booked through a 3rd party website or something like that. This is all speculation, but coupling that with a generic frontline customer service response that points stays earn zero point without any context, it just all seems suspect and warrants further clarification. OP is justified in his/her frustration in my opinion.
I’m curious to know if the OP got the Diamond MyWay points bonus at the very least.
I’m curious to know if the OP got the Diamond MyWay points bonus at the very least.
Last edited by Canarsie; Apr 11, 2019 at 2:07 pm Reason: Removed now-deleted quoted content.
Apr 10, 2019, 10:59 am
#1950
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
The reps so far are not saying that the charges don't qualify in themselves, but are refusing to consider the matter flat out because the stay was paid with points.
Last edited by Canarsie; Apr 11, 2019 at 2:07 pm Reason: Removed now-deleted quoted content.
