Over the years, I have used Hilton’s “Diamond Force” also known as “Diamond Reservations Guarantee” quite a few times to force an award stay in an otherwise sold out hotel. This is a unique feature of the Hilton’s program. At all the other hotel programs, which I participate to, you can usually use an override to open up a paid room at a very high rack rate, if the hotel is sold out.
I was going to Koh Samui on 13th of this month and had an award certificate from a friend that was going to expire the following day.
The Conrad Koh Samui didn’t have any availability, paid or award, for 12th or 13th of June.
Sometimes when you choose the date and then proceed the availability somehow opens up. It was not the case with this Conrad, however.
I thought that this would be an easy case for the Diamond Force, but how wrong I was. I called the Hilton’s Diamond desk to open up a case. They give me case number and informed that someone will contact me in the next 48 hours to confirm the request. I was really surprised to receive an email the following day that my request had been denied.
The Diamond reservation guarantee is very clear about this:
The Diamond Reservations Guarantee allows Diamond members to place a guaranteed reservation at a sold out hotel when made 48 hours prior to arrival, except during Extraordinary Demand Date periods, when the hotel becomes overbooked on inventory by more than 10%, and for some hotels when the hotel becomes overbooked on inventory by more than 2%.
48 hour guaranteed room reservations can be made by Diamond members online at HHonors.com by clicking “Reward Stays” or over the phone by calling the Diamond Member desk or the Hilton Reservations and Customer Care office nearest you. These reservations are only applicable to paid stay reservations for all room types and reward stay reservations for standard rooms. Promotional Rewards are not applicable for reservations booked under the 48-Hour Reservation Guarantee. For complete details, click here.
But the small print about the non-participating properties:
So, it was entirely my mistake of not reading the terms and conditions of this Diamond Reservation guarantee. The moral of the story is to ALWAYS read the small print. Luckily, the property did have award availability the following day and I was able to use the award certificate on the date it was going to expire. I then used the “Be My Guest” certificate for the 15th of May.