Have I been under credited by Hilton Honors?

[froggerADL]

I have an issue with a Hilton Honors stay credit. I booked a room at DoubleTree Beijing for a scheduled flight arrival time of 10:30pm on 12 July. I expected to arrive at the hotel sometime between 11:30pm and 1:30am. My flight was delayed and I arrived at 3:30am on 13 July. I had paid for 11 nights beginning on 12 July. I only received 10 nights credit for the stay, obviously because their system shows that I checked in on 13 July.

My question is, do you think I’m entitled to the credit for 12 July?

This is important as my current number of nights for this calendar year, including future bookings, is 59 and I need 60 nights to retain HH Diamond in 2017. This missing night will get me over the line.

Thanks in advance for any advice.

 

[kermatu]

I haven't read the T&Cs so can't be definitive. My sense is you should be entitled as the room was clearly reserved for you and presumably you guaranteed it with a credit card. If you were charged for 11 nights and able to check-in at 3:30am (way too early for an early check-in the following night) then I reckon you have grounds to claim it. (Unless, as I say, the T&Cs give some cutoff).

For what it's worth I have checked in regularly to Hiltons and Accor properties well after midnight and never had a missed night.

 

[Mal]

AFAIK Yes. It's only if you check-in post the checkout time of the room that you would miss out.

EG: No points, miles, or credit toward tier status will be awarded for "no show" situations when a Member has made a reservation guaranteed with a credit card but then does not check in to the hotel--irrespective of whether or not the Member's credit card is charged for any portion of the reserved stay per the hotel's "no show" policy.

 

[GoldCanyon340]

You should be credited for the 11 nights.

 

[Deleted member 29185]

AFAIK check-in can be any time up until check-out time. You pre-paid so assuming you weren't issued a credit for that first night, then you booked, paid and stayed on the questioned night so I can't see why it would be an issue. I'd guess the computer doesn't cross reference check in date with check in time.

 

[froggerADL]

Thanks everyone for your help. I'll give them a call when I get back to Aus.

 

[JohnK]

Definitely entitled to the extra night.

I had a similar issue with IHG a few years ago. I had a 3 night stay in Holiday Inn Silom, Bangkok for a promotion but checked out around 6:00pm before the 3rd night. I saw that I was only credited for 2 nights and had to fight to get the 3rd night and then get the 3rd night applied to promotion.

If I have to check-out early I now check-out and leave keycard in room to avoid confusion.

 

[Deleted member 29185]

If I have to check-out early I now check-out and leave keycard in room to avoid confusion.

Do you mean you leave without telling them, with the keycard left in the room and just leave it up to their own initiative to check you out at check out time......or ring them the next morning to say you've gone?

 

[JohnK]

Do you mean you leave without telling them, with the keycard left in the room and just leave it up to their own initiative to check you out at check out time......or ring them the next morning to say you've gone?

Leave without telling them.

 

[froggerADL]

Yeah, I've done that before.