In July 2021, Hilton began providing daily food and beverage credits to Gold and Diamond elite members staying at U.S. hotels in place of the complimentary continental breakfast.
While this modification has both advantages and disadvantages, the beauty of it is that it maintains consistency.
The credit is good at all Hilton Garden Inn, full-service, lifestyle, and luxury hotels in the United States, and you always know how much you'll get: $10 per person at Garden Inns, $15 to $18 at full-service and lifestyle hotels, and $25 at luxury hotels.
In the meanwhile, depending on the hotel, complimentary breakfast could include anything from a muffin and coffee to a full-fledged buffet.
Is this benefit, however, without flaws?
Is it still possible for a hotel to offer breakfast instead of a credit?
I stayed at Motto by Hilton at Rittenhouse Square during a recent trip to Philadelphia.
As a Hilton Diamond elite member, the Hilton app stated that I would receive a daily food and beverage credit of $15 per person.
At check-in, however, I was told that I would only be able to acquire a complimentary coffee and croissant from the hotel's coffee shop, and that it would only be available in the mornings.
Upon additional investigation, I discovered that another employee had experienced the same experience last year while reviewing the property.
Related: Hilton replaces 'breakfast' benefit with food and refreshment credit
"How could this be?" I wondered.
Two sit-down restaurants were available at the hotel.
What if, instead of a croissant, I wanted to have some yoghurt from the coffee shop?
The food and beverage credit is designed to provide members more options.
Credits should be redeemable at any time of day and at any location that allows you to charge to your accommodation.
I contacted Hilton to confirm whether the hotel was authorised to do this because the front desk appeared emphatic about their policy.
As you might have guessed from the headline, the hotel was in the wrong.
All Hilton Garden Inn hotels in the United States, as well as all luxury, full-service, and lifestyle properties, must honour the credit, according to Hilton.
The only time this does not apply is when a hotel does not have a food and beverage outlet where customers can utilise the credit.
"The hotel is empowered to give whatever service they feel fit to enhance client satisfaction," a Hilton spokeswoman said in these circumstances.
That wasn't the case here, though.
Related: 6 hints to get the lodging overhauls you merit
If you're in a similar position where a hotel is attempting to circumvent the program's rules, kindly show the front desk agent your stated perks from Hilton's website or app.
With this technique, it may be difficult not to come out as entitled.
It's not worth fighting if they don't want to cooperate.
Instead, contact Hilton's customer support department by email or Twitter.
This could lead to immediate action or reimbursement following your stay.
In this example, I sent Hilton a direct message on Twitter and received 10,000 bonus points as an apology, which is worth $60 according to estimates.
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