Reader Question: Hilton Garden Inn Mall Of Emirates Blocking Awards?

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A LoyaltyLobby reader dropped me a question regarding award availability at the Hilton garden Inn Mall of Emirates in Dubai that apparently doesn’t have any standard availability at any day.

Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Main

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You can access Hilton Garden Inn Mall of Emirates website here.

Here’s the email from the reader:

So Hilton Garden Inn Mall of Emirates has been playing games with reward redemptions recently. Standard rooms are wide open (its a very large Garden Inn) on revenue, but not on points.

I contacted several Hilton channels (MEA desk, Cairo call center, Email support, Diamond desk in USA) and received no help.

MEA/Cairo said there is nothing they can do and re-iterated that everything is “subject to availability” and from USA I was told twice that these things are subject to availability and once the Diamond desk responded with a non-answer about no blackout dates and how to make reservations when my message clearly explained the issue was that the hotel was playing games with availability.

Then…..I received this gem which states that there are indeed blackout dates and can in fact be imposed with no notice. Was asked to check HHonors website but wasn’t provided a specific link.

(Note: There was one agent specifically working in Cairo – Nourhan Anany who not only immediately understood what was going on but tried quite a bit to help out, the only Hilton agent out of maybe a dozen who even seemed to grasp it)

And one of the emails from Hilton:

I sincerely apologize for any inconvenience this may have caused. Reward usage is subject to capacity controls established by participating HHonors hotels and may be limited during certain times of the year. You may visit www.hiltonhhonors.com for a list of current reward blackout dates; however, please keep in mind that additional blackout dates may be imposed without notice.

We encourage you to continue to check availability, as there may be cancellations. There may also be additional HHonors properties in the area of your interest that may be available.

Should you require immediate assistance, please contact the Hilton Customer Service Centre on freephone telephone number 00 800 444 666 77.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.

The email from Hilton makes no sense at all. There are no blackout dates on Hilton HHonors awards. There can be, however, minimum stay requirements that Diamond members can bypass.

Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Not Logged In 1Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Not Logged In 2

It really seems that they don’t have the any availability loaded for this property at the “standard” level. I checked several dates and lengths of stay and nothing.

Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Calendar

The availability calendar above confirms this as well.

Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Diamond Availability

When I log into my Hilton HHonors Diamond account, there is availability on any day with a note that I have bypassed the minim stay requirement due to status.

Reader Question Hilton HHonors Hilton Garden Inn Mall of Emirates Diamond Availability Rate Rules

Conclusion

The revenue manager at this hotel is playing games or just hasn’t loaded the award plan at all by a mistake. Don’t know which one is correct. I would imagine that the Hilton Garden Inn gets maybe $10 to $15 baseline compensation from Hilton HHonors for an award night when the occupancy is not high.

The Hilton HHonors agents didn’t do their job. They shouldn’t have noticed that the property has not loaded ANY availability and not email the non-sense that hotels can pick up and choose whatever blackout dates they want that is simply false.

The reader could escalate this issue to Guest Assistance that most of the time have agents that can think (unlike the front line ones).

The rates at this property are very low. I probably wouldn’t choose to use points.

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