No cancellation, no-show

[RooFlyer]

I have a HH booking for the night after tomorrow, which I cannot make. Its beyond the cancellation (for free) window and there is now no straightforward option on the app for cancellation. Its says no cancellation and if you click that, it pops up and says "call hotel", which I did, but after 20 mins (direct to hotel) on wait, I gave up. Can't see what that will achieve.

So I went to check-in on-line. It does give me the option to cancel (strangely) but then asks for my CC details, which are plainly there on the booking.

Can't be stuffed - I know I'm up for the funds.

Just out of curiosity - is there any advantage on cancelling via checking-in and re-affirming my CC details? And even less - will it count as a stay, with points etc?

 

[boomy]

Call the diamond desk and explain your situation. They will contact the hotel on your behalf and ask them to cancel the booking. It’s at the property’s discretion whether to cancel for free or not or maybe offer hotel credit instead of refund.

I did quite a few last minute cancellations over the years and most properties were understanding and offered full refund. Recently I’ve noticed some properties offer hotel credit instead of full refund which is ok if you plan to stay there again in the future. If not, can politely ask again for refund.

 

[serfty]

Can't be stuffed - I know I'm up for the funds.

You do not indicate if it is an award or revenue, only description is 'HH booking'.

If it is an award an you no show, you may be charged rack rate. But I am not certain as I have never no showed.

 

[justinbrett]

I would think you should at least get your taxes back if you cancel before, but this is theory - I've never done it.

Definitely doesn't count as a stay. Even if you digitally check in, but fail to access the door, they mark you as a no show and you don't get points (nor a refund). A few people have tried this as a way of retaining status at very cheap hotels.

I would call the central reservations line - if you are on twitter they are active there and will respond to DMs which is even better.

 

[Freq Flier 2013]

If you post the name of the hotel, maybe someone in the group can stay there and pay you back.

 

[VPS]

I think you’re a HH diamond. I had to cancel one earlier in the year when I was sick and they said I could change it to stay at the same hotel within 3 months. Because it was covered by insurance I just cancelled it.

Just to clarify this was a non refundable booking

 

[oz_mark]

I would think you should at least get your taxes back if you cancel before, but this is theory - I've never done it.

Which taxes?

 

[justinbrett]

Which taxes?

These ones



I'm not sure if you get them back - you do for airfares. And I see the UK doesn't list them separately, so maybe no hope in this case.

 

[RooFlyer]

Thanks all

Call the diamond desk and explain your situation.

Can you share the number? Although I'm Diamond, I got it via Virgin and can't recall getting any 'welcome' stuff.

You do not indicate if it is an award or revenue, only description is 'HH booking'.

Fully paid - and being at airport, not cheap!

I would call the central reservations line - if you are on twitter they are active there and will respond to DMs which is even better.

Thanks; I think I'll call the 'Diamond line' that boomy refers to, if I can get it.

I think you’re a HH diamond. I had to cancel one earlier in the year when I was sick and they said I could change it to stay at the same hotel within 3 months. Because it was covered by insurance I just cancelled it.

Unfortunately under my circumstances it won't be covered by TI and I don't anticipate being back in the UK, let alone Gatwick any time soon.
______

I think I'm sunk - which I always thought, but had some slim hope of salvaging a stay, but can see that's a strike-out too.

 

[boomy]

Can you share the number? Although I'm Diamond, I got it via Virgin and can't recall getting any 'welcome' stuff.

From overseas call +18004494155 (free call via Skype).

 

[VPS]

Thanks all



Can you share the number? Although I'm Diamond, I got it via Virgin and can't recall getting any 'welcome' stuff.



Fully paid - and being at airport, not cheap!



Thanks; I think I'll call the 'Diamond line' that boomy refers to, if I can get it.



Unfortunately under my circumstances it won't be covered by TI and I don't anticipate being back in the UK, let alone Gatwick any time soon.
______

I think I'm sunk - which I always thought, but had some slim hope of salvaging a stay, but can see that's a strike-out too.

If you can just push it out three months and see if someone else can use it - let us know if we can help

 

[RooFlyer]

From overseas call +18004494155 (free call via Skype).

Thanks. Well, that was interesting. Called & answered the various questions on keypad; got transferred to agent, got told wait time about 6 minutes. After about 4 minutes of this wait, got message that they have adjusted their phone hours and won't be able to answer my call today. Then goodbye and they hung up.

The entire call occurred between 8:07 and 8:13 AM in London so I can't see that I crossed over some bracket of 'call centre hours' - you'd think they would begin and end on the hour or half-past, anywhere in the world.

I don't understand why HH doesn't have a simple 'cancel' in their app, even after the free cancellation period. Yes, I won't get a refund, but at least the hotel knows that I won't be there and can sell the room again. As it will be, I'll be a baddie no-show.

Ever the helpful chap, I tried to call the hotel direct again. My God. Eventually got through at 8:30am and was told that whoever I need ed to speak to only came in at 9AM!!! This is at Gatwick; they work bankers hours, apparently. So call back later. That's a no. So I spoke to front desk.

FFS!!! All I'm trying to do is cancel a reservation.

I must say my experiences with HH on my current trip haven't filled me with joy; but then, I'm not feeling very joyful right now.

 

[boomy]

Thanks. Well, that was interesting. Called & answered the various questions on keypad; got transferred to agent, got told wait time about 6 minutes. After about 4 minutes of this wait, got message that they have adjusted their phone hours and won't be able to answer my call today. Then goodbye and they hung up.

The entire call occurred between 8:07 and 8:13 AM in London so I can't see that I crossed over some bracket of 'call centre hours' - you'd think they would begin and end on the hour or half-past, anywhere in the world.

I don't understand why HH doesn't have a simple 'cancel' in their app, even after the free cancellation period. Yes, I won't get a refund, but at least the hotel knows that I won't be there and can sell the room again. As it will be, I'll be a baddie no-show.

Ever the helpful chap, I tried to call the hotel direct again. My God. Eventually got through at 8:30am and was told that whoever I need ed to speak to only came in at 9AM!!! This is at Gatwick; they work bankers hours, apparently. So call back later. That's a no. So I spoke to front desk.

FFS!!! All I'm trying to do is cancel a reservation.

I must say my experiences with HH on my current trip haven't filled me with joy; but then, I'm not feeling very joyful right now.

Oops sorry should have told you to call during working hours in the US. If you go with New York time it should be fine.

Regarding the hotel, only reservation staff have the authority to cancel and maybe wave any fees, they normally start work at 9am globally. Front desk can’t touch non-refundable reservations.

 

[RooFlyer]

Oops sorry should have told you to call during working hours in the US. If you go with New York time it should be fine.

No worries - just one of those annoying situations where they lead you down the voice menu, put you on a final hold for a while and then realise that its out of hours.

 

[Austman]

I’ve found that the “Message hotel” option in the app can work.

That’s if it’s showing as “Available”.

 

[Flashback]

I'm only a 15 minute train ride away, so if you don't want it to goto waste...... I'll help! Shame we weren't able to hit up the RR today. Hope what you've been pulled away to works out OK.