Exceptions to cancelation policy?

[onenotesamba]

I think I probably already know the answer to this one, but...

The impending winter storm on the east coast has canceled our flight to Orlando tomorrow, and we had a two night cash open season stay that was booked.

Has HGVC ever made an exception to their cancelation policy, when there have been major weather events? Should I not even bother to call to ask?

 

[J24WG]

I would call and ask, and probably start with the resort itself. On the hotel side, Hilton didn't charge me for the night when checking out of a room at 8pm due to a hurricane where I lived moving up my return flight. I didn't even have to ask for that when checking out, they did it automatically. I'd suspect they could at least allow a change of reservation. Remember, from a customer service standpoint it's all about them maintaining your brand loyalty, particularly if you're a longstanding HHonors member and frequent business traveller.

 

[alwysonvac]

It doesn't hurt to try. I would call HGVC and ask about options.
I don't know if the resort can do anything since it was booked via HGVC (not through the Hilton website).

 

[PigsDad]

I have had HGVC change an Open Season reservation within the 30-day window without a charge. It never hurts to call -- and if they say no, try calling again in case the next person will say yes.

Kurt

 

[buzglyd]

Yes they can make exceptions.

I had an Open Season refund when a hurricane was heading to Hawaii and an RCI refund when a blizzard was hitting New York.

 

[onenotesamba]

Thanks so much for all of the helpful replies. I called, and after a brief conversation and a quick moment on hold, they graciously agreed to make an exception to the cancelation policy.

It's so funny--as someone new to the club, most of my interactions have been with sales people, so I'm constantly expecting a lie or a horrible experience. But when I speak to a non-sales person on the phone--a reservations agent, or whatever--the experience has been polite, professional and helpful. It's like I'm steeling myself for some battle with a compulsive liar, and instead I get a pleasant helpful interaction...

Maybe I've got sales presentation PTSD. Is that a thing?

 

[PigsDad]

Glad to hear they did the right thing. Good job, HGVC!

Kurt