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Booking reservations across multiple point "buckets"

brp

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This won't impact many, but there are some in this boat, so I figured I'd report my experiences.

As has been reported here, as of several months ago, the "premium" points (W. 57, the various Hilton Club properties...and I think that might be it) now show as a separate bucket in the account, the "By Hilton" points. Reservations at the "premium" properties cannot use the "regular" points during the Club period. That's been established.

However, I just went to make a Vegas reservation using "regular" points and it required more than I had left for this year. What I wanted was to have it borrow "regular" points from next year rather than dig into remaining "premium" points. And, of course, it didn't do it that way.

I called and the rep initially had no idea what I was talking about. He just quoted my both-bucket total and said that they were the same. I told him that that was not true and the experience trying to book W. 57th with "regular" points. He told me that he would be able to do that.

He put me on hold for a bit, came back and said "now I get it." And he told me that, in fact, he wouldn't be able to book a "premium" using "regular" points during Club- just as the website.

So, the net result was that management had to make things happen the way I wanted- it was initially booked using both buckets with the plan to adjust after. He said 3-5 days.

I did this yesterday, and it is already fixed today.

So, if you're in the same boat, do look at where the points are coming from and, if it's not the way you want, do call and they can make it work.

Cheers.
 

Cyberc

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I know this isn’t the most ideal solution but you could have made a dummy reservation with your premium points.

Ofc the system should have given you the option so you could have chosen which bucket to use, but I guess instead of calling you could have made the dummy reservation.
 

brp

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I know this isn’t the most ideal solution but you could have made a dummy reservation with your premium points.

Ofc the system should have given you the option so you could have chosen which bucket to use, but I guess instead of calling you could have made the dummy reservation.
That's a good solution - didn't even think about it. Although it's probably better to make them aware of it in the hopes that they add this. It seems that they've (unfortunately) done a very good job of separating the buckets for current-year stuff. This is probably something that slipped under the radar and with attention they may well get to it.

Cheers.
 

CalGalTraveler

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Thanks @brp I am in the same boat. @Cyberc I like the idea of creating a dummy booking. Thank goodness we have free reservations and call center access.

Still may need to call in to ensure points pull/go back into the right buckets. This new policy certainly creates job security for the call center!
 

Cyberc

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Thanks @brp I am in the same boat. @Cyberc I like the idea of creating a dummy booking. Thank goodness we have free reservations and call center access.
If you dont have the "all-inclusive" option on your membership then its better to call. I do however expect most NYC owners to have the "all-inclusive" booking option on their membership.

This new policy certainly creates job security for the call center!
Maybe thats the reason why they are making these "half kind a solutions" so they have job security :)
 

brp

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Maybe thats the reason why they are making these "half kind a solutions" so they have job security :)
Considering how well they did on the website, and how quickly they fixed outstanding issues previously, I think this a less likely scenario. As coding priorities go, this is definitely a corner case that should receive lower priority than other things. Probably missed in their test case scenarios. Now that it's been pointed out (after all, they did just roll out the buckets this year, and there likely aren't that many people who both have points in two buckets and are starting to book into 2019 points as it's just April), I do expect them to get to it based on past performance.

Cheers.
 
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