Firstly, let me say .. that I am a fan of the Hilton hotels and service.
I have stayed in Hilton hotels across the range for years. I have read Conrad Hilton’s book Be my guest
So, I hope this blog can be seen as a trigger for improvement.
I contacted their customer services but still I think they did not get the point ..
There is a fundamentally misleading sequence of events with the Hilton Honours web site
Here is why ..
Like most people, I went to the Hilton Honours web site to redeem points
I think this is the normal use case of the Hilton Honours site i.e. to make a new booking, people will either go to a site like expedia or they will go to the individual Hilton properties
Please be advised that during the process of your reservation, you booked a special rate called ‘Great Getaway’. While our Terms clearly state:
- Rewards may not be combined with other certificates, discounts, packages or promotional offers unless otherwise specified in writing by Hilton HHonors Worldwide.
It was not our intention to make you book a paid reservation. Even if this is the case, most of our reservations are cancelable; however, the reservation which you confirmed was a non-refundable booking.