Hilton Flex rate but app says ’Reservation cannot be cancelled’

[n1368585]

Hi all,

I’ve made a reservation for 3 rooms, 3 nights at Hilton Lake Como for later in the year.
All rooms were booked under the Honors Semi-Flex rate. But on the app, it says in red ‘This reservation cannot be cancelled’.

Any ideas why?

FYI as I’m Diamond, I presumed everyone under my booking would get the free breakfast. But hotel confirmed only the guests in my room would get it, which has already got my back up.

So my room was booked Honors semi-flex whereas the other 2 rooms were booked Honors semi-flex breakfast rate? Not sure if these different rates have something to do with it?
It shouldn’t though as all rooms says free cancellation up to 5 days before check-in.

I absolutely hate this HH app – even now they haven’t bothered to apply a simple update to allow you to view rates in GBP!!!
Sick of opening up a separate currency converter tab every-time!

[Froggee]

No idea why. I had similar with a points booking with IHG.

Have you tried getting in touch with Hilton Customer services to ask to cancel?

That worked for IHG.

If nothing else they might tell you if there is a genuine issue.

[John]

The hotel may have modified the reservation somehow. Does it still say free cancellation before xxx on the app?

This is a stingy hotel. If booking is for summer not surprising that they want to squeeze every euro cent out of you. Although there is a post on flyertalk from a gold who got 5 breakfasts free.

[n1368585]

Thanks for the replies.

It doesn’t say on my app anymore but I still have the email confirmations for all three rooms to say ‘If you wish to cancel please do by xxx to avoid penalties’.

But it’s a bit crafty of Hilton to change this on the app – I suspect I’ll just have to call them if I need to cancel.

Booking is actually for November lol. Hardly what you’ll call peak season.

[BA Flyer IHG Stayer]

What matters is what’s in the email as that is basically your contract.

If a hotel changes the T&Cs for a particular time period systems often prevent them being selective in it only applying them to new bookings so it filters through to all bookings.

[aso40]

It happens occasionally. Just webchat or call Hilton CS and they will cancel it for you.

[E]

This happens to me occasionally with flexible corporate rate bookings. If I call though they cancel it with no charge as per the terms on my booking. It just doesn’t let me cancel online for some reason.

As far as breakfasts are concerned, you’ve probably checked the T&Cs but Hilton says “When selected as a MyWay Benefit by a Gold or Diamond Member, daily complimentary continental breakfast is provided for the Member and up to one additional guest registered to the same room each day of Member’s stay at hotels located outside of the United States. The complimentary breakfast applies to the one guest room in which the Elite member is staying.”

Not everyone you have in a booking is entitled to free breakfast although some hotels will allow it.

[n1368585]

Yes it varies by property, which is rather annoying. You’d think they could have made an exception given it’s off peak and there’s no executive lounge.

Also made a recent enquiry with the Waldorf Versailles, same number of rooms/guests and they confirmed complimentary breakfast for everyone under the booking.

[jsto]

I’ve had this a handful of times myself – usually due to the hotel making some kind of amendment to the reservation. As others have said, if you need to make any changes / cancel Hilton CS will sort without a fuss

[n1368585]

Thanks. Let’s hope the ‘amendment’ is that Diamond room upgrade I requested 😉