A LoyaltyLobby reader dropped me an email with a question about Hilton Be My Guest-certificate that are issued for major failures.
You can access Hilton Honors here.
Here’s the email from the reader:
i’m Han from South Korea and i’m a big fan of yours, always reading good information from you. Thanks for that.
By the way i have a question about Hilton “Be My Guest” certification voucher.
I have a voucher of “BMG” because of bad staying at Hilton Tokyo,
Related with that, When making my reservation, Do i have to inform that i have the voucher to the hotel? Before check-in.
Because I’m not sure yet if i pay with my credit card or the voucher.
I’d like to make my decision of payment method at the check-in date. Is it possible?
It would be great if you let me know a little tips.
Hilton’s Guest Assistance issues these Be My Guest-vouchers for serious customer service failures at the property level and when they don’t reply to the messages sent by Hilton.
The offending property gets charged for the paid stay at another property when guests hands this voucher in at the check in.
The reader should use this voucher when the paid rates are throughout the roof (think of any other high occupancy period) and book a flexible non-prepaid rate for the standard room (type that is bookable with points).
At the time of checking in, the reader should just hand in the certificate and credit card for the incidentals. The property will charge the stay to Hilton’s Guest Assistance department that later charges it back to the property where the original incident happened.
The best part is that the reader will get points and miles based on the booked rate as the property will get paid that. Just remember to sign up for all applicable promotions and enjoy!
These Be My Guest-certificates are great way to save cash when the paid rates are very expensive. Basically my preferred compensation from Hilton, although very difficult to get. Usually, the offending hotel must be non-responsive before Guest Assistance issues these.
My best use of these was at the Conrad Residences in Koh Samui when the paid rate was $$$$.