-
I got burnt quite a bit by the recent Hilton spend £300 get £75 back offer so just wanted to raise awareness. I pre-booked a couple of rooms in London a long time ago now and the credit has never appeared. I escalated this with customer service and this is the response I received:
Theresolution comment from our dedicated team is the transaction against SE#xxxxx does not qualify as the transaction is done Online and the offer is for In-store/checkout spend only.
When questioned how could I possibly ever checkout in-store when Hilton charges the card almost immediately, the cs washed their hands off and said it’s a hilton issue as they are the provider of the promotion.
Your mileage may vary as always. I suspect I am going to have a very similar issue with IHG as well.
Yes, always very clear the Hilton offers are for payments at the hotel only. Non pre-paid stays are normally processed on the day of checkout.
Usually you also get the credit on prepaid stays or when you ask the hotel to make the payment ahead of time, but there is no guarantee and, naturally, no recourse (unless you want to defraud Amex and claim the payment was made at the hotel).Yes, always very clear the Hilton offers are for payments at the hotel only. Non pre-paid stays are normally processed on the day of checkout.
Usually you also get the credit on prepaid stays or when you ask the hotel to make the payment ahead of time, but there is no guarantee and, naturally, no recourse (unless you want to defraud Amex and claim the payment was made at the hotel).Yes, although it used to work on pre paid stays as well. I guess my argument is that unless you book (usually significantly more expensive) flexible rate, Hilton will charge you almost immediately for non refundable stays.
Nope, it was never for prepaid stays. Although most of the times it works.
I used 5 instances of the current round of offers successfully on prepaid stays, but have had issues in the past where the hotel seemed to use a different terminal/merchant code to process the prepayment than they use on checkout.
My Hilton offers have always been £50 back on £200 spend, which card was this on?
Last had this on BAPP a couple of months ago and 2 pre-paid nights in London for next year triggered the offer within 48 hours.
The OP says “Pre-Booked” as opposed to “Pre-Paid” so it’s not clear what the rate booked and consumed was, a key bit of information.
@iEimis what rate did you pre-book? If it was an advanced ‘non-refundable’ rate, although most hotels process these payments at the hotel anyway thus normally circumventing this term, you have likely found one of the few hotels who process it centrally with a different merchant ID and will not be eligible for the offer as per it’s terms.If you pre-booked a flexible rate that is payable on checkout, you should pursue the cashback.
On the 2nd post OP already answers that.
The OP says “Pre-Booked” as opposed to “Pre-Paid” so it’s not clear what the rate booked and consumed was, a key bit of information.
@iEimis what rate did you pre-book? If it was an advanced ‘non-refundable’ rate, although most hotels process these payments at the hotel anyway thus normally circumventing this term, you have likely found one of the few hotels who process it centrally with a different merchant ID and will not be eligible for the offer as per it’s terms.If you pre-booked a flexible rate that is payable on checkout, you should pursue the cashback.
Pre-paid non refundable rate one of which was completed this week and the other which is due in a couple weeks. I think you are correct, one of the transactions shows ‘Reed Crescent’ and the other shows the correct hotel name.
On the 2nd post OP already answers that.
Not exactly, OP responds to your perfectly valid point where you assume (correctly) they used a non-refundable rate. Rate isn’t confirmed at any point.
All clear now though.
The OP says “Pre-Booked” as opposed to “Pre-Paid” so it’s not clear what the rate booked and consumed was, a key bit of information.
@iEimis what rate did you pre-book? If it was an advanced ‘non-refundable’ rate, although most hotels process these payments at the hotel anyway thus normally circumventing this term, you have likely found one of the few hotels who process it centrally with a different merchant ID and will not be eligible for the offer as per it’s terms.If you pre-booked a flexible rate that is payable on checkout, you should pursue the cashback.
Pre-paid non refundable rate one of which was completed this week and the other which is due in a couple weeks. I think you are correct, one of the transactions shows ‘Reed Crescent’ and the other shows the correct hotel name.
Can’t see you winning this one I’m afraid.
I used 5 instances of the current round of offers successfully on prepaid stays, but have had issues in the past where the hotel seemed to use a different terminal/merchant code to process the prepayment than they use on checkout.
I have used the Hilton and IHG Amex offers every time they have come around. Not sure how many iterations there have been in total but probably more than 5.
I have never once had a prepaid stay fail to trigger the offer.
So I would love to know which hotels are the ones where prepaid rates won’t work.
If the hotel asks you to pay online via a payment link that is likely not to work. I have avoided prepaid rates at hotels that have been reported to do this on various forums.
I think you are correct, one of the transactions shows ‘Reed Crescent’ and the other shows the correct hotel name.
Interesting, Reeds Crescent is the UK address of some Hilton head office, but AFAIK only Hiltons in the US, Mexico and Caribbean charge prepaid rates centrally.
Two hotels to be cautious of triggering the credits:
Hilton Edinburgh Carlton – failed to trigger during the autumn 2024 version of the offer and Amex could not be moved.
Doubletree Coventry Arena – despite giving card details in the booking process, these guys sent me a stripe invoice and payment link. The email I received looked a bit scammy, so I called the hotel and they confirmed this is a new process they have.
All others we’ve tried have still worked fine on pre pays.
- You must be logged in to reply to this topic.
Popular articles this week:
