Hilton merged two stays as one

[n1368585]

Hi all,

Had a couple of nights at hotel in Glasgow this week.
Although the two nights were at the same hotel, they were still separate bookings (2 different confirmation numbers) as we’d only booked the second night on the day of check-in as weren’t sure of our plans until last minute.

So checked out on the first night then checked back in the same day in the evening for the second night. Different rooms to what we had on first night.

So Hilton have decided that this should not be counted as two stays, but only one.

Emailed that diamond@hilton.com, but so far (as predicted), a complete waste of time.

Surely if you have separate booking confirmations, they should be treated as such, irrespective of whether it’s the same property?

[BBbetter]

Nope, it’s always the case that consecutive stays will be merged. It’s even part of the TnCs.

[alig4th]

Read the T&C. Directly lifted quote:

“A “stay” is defined as the total number of consecutive nights spent at the same hotel, whether or not a guest checks out and checks back in again.”

Whether it feels “right” or “wrong”, it’s the T&C

[n1368585]

Thanks for clearing that up. Wasn’t aware of this.

[TGLoyalty]

Has to be a different property or a night inbetween to stop it being merged into one stay.

[jlo]

This reminds me of tales of hotel hopping in cities with multiple hotels from the same chain that some people do, and their frustrated OH complaining. Sadly it is no longer a thing for Marriott Bonvoy (qualification now on nights only).

[John]

It’s a basic feature of the Hilton program that you need to change hotel every night if you want gain the maximum number of stays possible. Otherwise you could book 30 nights separately at the same hotel and get diamond, when they want you to stay 60 nights.

(Worse, in the past but no longer, a paid booking preceded or followed by a redemption and hence combined into a single stay, didn’t earn any points at all!)

While they were correct in this case, the “diamond” email help has been useless for about 7+ years.

The correct email is hiltoncomments@hilton.com, or X (tweet) Hilton.

[Karl]

I had the exact opposite issue a few months ago. Booked a Fri-Sun stay and then added the Thursday night on at a later date. I wanted to merge the stay in order to do some work on the Friday so emailed the Diamond address in advance – no response. Asked again at check-in but was told that the system was down so to try again the following morning. At this point they said they were unable to merge and I’d have to vaacte the room at 11am. Was then refused a late check-out nor early check-in for the new room and they initially wouldn’t budge on this. They eventually relented following escalation to the manager.