Anyone ever tried to use the Diamond Guarantee Reservation benefit and get turned down? I'm a long time HHonors Diamond, stay way over the Diamond benchmarks every year (yada, yada, yada) and have been denied a Diamond Reservation Guarantee even though I am booking more than the required 48 hours out. It's an island destination and there are literally no rooms available at any hotel for a portion of my stay. I was hoping to make good use of the guarantee, but have been denied by the Diamond desk as well as the hotel directly.
I understand there's only so many rooms to go around and when they're full they're full. But I guess my biggest problem is with the wording that Hilton heavily promotes. To "guarantee" something is to promise certain conditions will be met, in this case, that a room can be reserved. That is apparently not true. If it was called a "priority" for Diamonds or something similar, I would understand. And don't give me the fine print exceptions. To guarantee something is such strong wording that it leaves no wiggle room. It is very deceptive and seems borderline fraudulent for a business to advertise a guarantee and then willingly not fulfill it's promise.
Anyone have any luck with recourse? I may send a PM to the new Hilton rep on FT.
I understand there's only so many rooms to go around and when they're full they're full. But I guess my biggest problem is with the wording that Hilton heavily promotes. To "guarantee" something is to promise certain conditions will be met, in this case, that a room can be reserved. That is apparently not true. If it was called a "priority" for Diamonds or something similar, I would understand. And don't give me the fine print exceptions. To guarantee something is such strong wording that it leaves no wiggle room. It is very deceptive and seems borderline fraudulent for a business to advertise a guarantee and then willingly not fulfill it's promise.
Anyone have any luck with recourse? I may send a PM to the new Hilton rep on FT.