Changing a reservation online If booked with Elite Perks

[Sandy VDH]

I have an elite membership. So one perk is that all 7 day reservations are such that NO reservation fee is charged. However you have to pay for any other length of night stays (ie 5, 6, or 8).

So I booked 7 nights stay online. Since all online bookings are suppose to be changable I think that I can easily change it. However, apparently NOW 7 night Elite reservations are NOT changable. The only way to alter the dates to anything other than 7 nights is to have to cancel and rebook, with the risk of losing your original reservation.

I have NO issue in paying the fee to switch from a 7 night to something else, and online Classic system it used to collect that fee. They have chosen, in both Revolution and the New Website, to not implement that fee collection, and instead make the reservation NON changable. But they communicate that nowhere, and they rollback a feature that used to be available. Guess I haven't tried this since Revolution came into existence.

My rub is that I have a 4 BR booked at Elara for superbowl weekend. No units other units are available, and I did NOT want to lose this unit, but now I only need 6 nights NOT 7.

I complained to Hilton, as A) NO where does it state this, and B) All online reservations are suppose to be changable.

Just a heads up in case this happens to any other TUGger. Not all online reservations are really fully changable. There are restrictions on elite reservations that you may not be aware of.

 

[PigsDad]

I ran into the same thing last year. I had a 7-night reservation at Valdoro for President's Day week (very desirable week). I was considering changing it to 5 nights, but the reservation was marked as non-changeable because of the Elite perk. The only way I could have changed it was to cancel and rebook, but given the state of the reservation system, I wasn't going to risk losing part or all of the reservation.

Luckily circumstances changed such that I was able to stay the whole week, but I was not thrilled with the options if I did have to change the reservation.

Kurt

 

[Sandy VDH]

I suggested they either remedy that by making it changable and collecting the fee (as they have done in the past) OR they clearly communicate that it is NOT changable.

I would prefer the former, however Supervisor said they would make suggestions to IT to have the system generate a NOTE to convey this.

They are doing neither at this time and that is unacceptable.

 

[GT75]

Just a heads up in case this happens to any other TUGger. Not all online reservations are really fully changable. There are restrictions on elite reservations that you may not be aware of.

Yes, I have run into the same issue several times. You are correct. If you initially book an online reservations for 7 nights, it can not be changeable below 7 nights. If you initially book a less than 7 night reservation, and then add additional nights, it will be changeable below 7 nights. I am not saying it is right, but just how the online system works.

 

[Tamaradarann]

Seven Night No Fee Reservation Not Changeable

I have an elite membership. So one perk is that all 7 day reservations are such that NO reservation fee is charged. However you have to pay for any other length of night stays (ie 5, 6, or 8).

So I booked 7 nights stay online. Since all online bookings are suppose to be changable I think that I can easily change it. However, apparently NOW 7 night Elite reservations are NOT changable. The only way to alter the dates to anything other than 7 nights is to have to cancel and rebook, with the risk of losing your original reservation.

I have NO issue in paying the fee to switch from a 7 night to something else, and online Classic system it used to collect that fee. They have chosen, in both Revolution and the New Website, to not implement that fee collection, and instead make the reservation NON changable. But they communicate that nowhere, and they rollback a feature that used to be available. Guess I haven't tried this since Revolution came into existence.

My rub is that I have a 4 BR booked at Elara for superbowl weekend. No units other units are available, and I did NOT want to lose this unit, but now I only need 6 nights NOT 7.

I complained to Hilton, as A) NO where does it state this, and B) All online reservations are suppose to be changable.

Just a heads up in case this happens to any other TUGger. Not all online reservations are really fully changable. There are restrictions on elite reservations that you may not be aware of.

I understand your dilemma. Perhaps if you call the Elite Call Center, which as an Elite Member you have the privilege to and explain to them what you want to do and that you don't mind paying the change fee they can do what you want to do without incurring the danger of losing your reservation. I know in the past when the Revolution system wouldn't let me add nights to a reservation I called them and they were able to override the system and get me what I wanted. It seems to me that they should be able to override the system and change a Reservation from 7 to 6 nights without a problem.

 

[Sandy VDH]

The regular agent I spoke to would not do it without a cancel and rebook, with a chance of losing my stay. The original agent I spoke to while sympathic could do nothing

I asked to speak to a supervisor, they were much more helpful. They rebooked it quickly, and much to my surprise they actually waived the reservation fee because they agreed that the website does NOT inform you that the elite booking is NON-changeable except to another 7 day booking. I would have been happy to pay the fee.

 

[Tamaradarann]

Hilton Customer Service did it again

The regular agent I spoke to would not do it without a cancel and rebook, with a chance of losing my stay. The original agent I spoke to while sympathic could do nothing

I asked to speak to a supervisor, they were much more helpful. They rebooked it quickly, and much to my surprise they actually waived the reservation fee because they agreed that the website does NOT inform you that the elite booking is NON-changeable except to another 7 day booking. I would have been happy to pay the fee.

My husband and I have always been pleased with the Hilton Customer Service both on line and at the resorts. They made you a satisfied customer which is what every organization should do.

 

[Sandy VDH]

They should just program the change to collect the fee, and get rid of the issue.