A little background first. I loaded up with Hilton Hhonors points a few months back by signing up for three credit cards. I got the Amex Hilton for 75K, Amex Hilton Surpass for 100K and Citi Hilton for another 75K points. Also added an authorized user for an extra 10K points. Got a few referrals as well, bringing the total close to 300K points.
I’ll admit I had no specific redemption in mind, but was planning to use them on a trip in January which I still have to book. Then on the Wednesday or Thursday before July 4th weekend, my parents ask me if I can book them a room for a 5 day getaway with my free points. They don’t really care about opportunity cost.
They don’t like flying, which is a good thing, as I can keep miles to myself. So they would drive to Niagara Falls and they wanted a specific hotel which they had previously stayed in for one night, the Embassy Suites by Hilton Niagara Falls Fallsview. It cost me a total of 280,000 Hilton points, which I would have probably never spend on myself for a Niagara Falls stay. That’s a Category 8 Hotel.
I was a little disappointing to part with my points but happy I could give my parents a nice vacation which would have cost about $2,000 otherwise, if I remember correctly. Plus they trust me with the SSNs.
Now to the 112K refund part. They get there Friday and even though they checked in ahead, they were given the wrong room, 2-queen 2 room suite instead on King 2 room suite. They stay in the room that was given that Friday and I have them moved to the right room the next day. That room reeked of cigarette smoke, so the next day they moved to yet another room where they stayed for the next three days of their vacation. They were still happy but I expected some sort of refund from Hilton for all the trouble.
I contacted their customer service through the Chat Now feature on the Hilton page ( small tab that shows up on right side). The representative was very helpful and apologetic for the troubles. I stated what was wrong with the stay and also added that they really enjoyed it once the room situation was resolved. I asked if I could get some type of refund for the troubles and she said that she would forward the inquiry to their Guest Assistance Office and I would get a response in a 2-3 days.
Three days later I get an email from the Guest Assistance Office with some great news. They would fully refund me the first two nights, a total of 112K points. A few days later, the points were refunded and labeled as “Service Recovery Bonus”.
As I previously mentioned, I only expected a partial refund, since that’s what I had received once a while ago for some similar troubles. They went above and beyond in this case in my opinion. So keep that in mind and if something goes wrong or you’re dissatisfied with the service, bring it up. You might be refunded as well.