A LoyaltyLobby reader sent us a case about a cancellation of a 10-night award stay in New Orleans during the Super Bowl and Hilton offering zero assistance beyond refunding the points used.
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Reader’s Email:
It was booked last February 20th, 2024, using 400,000 points, I booked 2 rooms…
Now I’m speechless and don’t know what to do? Especially after carefully planning all with tickets and all this long in advance to avoid the rush and surprises with HILTON also to avoid unscroupiles smaller hotels!!!
Reader’s Award Confirmation:
Hilton’s Email on Friday (January 3rd):
Sent: Friday, January 03, 2025 at 9:26 AM
From: “Hilton Guest Assistance” <guest.correspondence@hilton.com>
To: “REMOVED.com” <REMOVED.com>
Subject: Important Information regarding your reservation at The Troubadour Hotel New Orleans, Tapestry Collection by Hilton
Dear REMOVED,
We are sending you this email regarding your upcoming stay at The Troubadour Hotel New Orleans, Tapestry Collection by Hilton with Confirmation# 3486712122.
We are very sorry to inform you that this hotel will be leaving the Hilton family of brands effective January 6, 2025, and will not be able to honor your reservation.
So that you can confirm alternate accommodations of your choosing, we will cancel the booking and return the points to your account. Please visit www.hilton.com, use the Hilton app or contact Hilton Reservations at 1-800-445-8667 to confirm a new reservation.
We understand this is an unexpected change and apologize for any inconvenience. Please be assured, your loyalty is appreciated. We look forward to serving your future travel needs, both personal and professional.
Should you have any questions or need assistance, please contact Hilton Guest Assistance at 1-888-240-6152 or via email at guest.correspondence@hilton.com. Please reference Case # REMOVED.
Kind regards,
REMOVED R.
Corporate Guest Relations Specialist
Hotel Relocation Team
Hilton Reservations and Customer Care
Do they really appreciate your “loyalty” if they cancel and refund the points for an award reservation during the Super Bowl without providing any alternate accommodation?
I checked, and this Troubadour hotel has been part of the Tapestry Collection (one of Hilton’s three “soft brands”) since November 15, 2017.
There is no note on Hilton’s website that this hotel will exit the Hilton system tomorrow.
But reservations are not open past tonight.
Reader’s Options?
I would contact the Hilton relocations team (Guest Assistance) and request they book the two reservations at an alternate hotel in New Orleans or offer a few million Hilton Honors points as compensation. Cancelling a stay on this short notice is truly awful, and availability is almost non-existent.
Conclusion
There are quite a few reflags, deflags, and other moves or in/out of these chains, as owners are becoming pickier with whom they prefer associating or not their properties.
Also, these collection brands are the easiest for hotels to disassociate with because they keep trading under the same name but only drop the “collection” name.
Chains should have ironclad terms in place with their franchisees, stating that all reservations made before the reflagging/deflagging were announced should be honored under the old terms. If this is not possible, the chain should offer to rebook the affected guests at their (chain’s) expense at alternate properties.
The reader here had made the booking “trusting” Hilton and their promise but was let down by them. Sometimes, I wonder if these large corporations forget what business they are in. (Hospitality)
