The Main Issue With The New Hilton Breakfast? Hotels Aren’t Following The Rules!
A few months ago I shared why I thought the Hilton free breakfast change was a positive one. Benjy shared why he disagreed with my take, as he usually does. My reasoning was that I think having more choices is better. I would prefer to have $15 or $25 credit at the pool bar versus a free continental breakfast etc. I also said this would streamline things at hotels. It seems like every hotel was making up their own rules for the breakfast perk of late, especially Hilton’s premier Conrad and Waldorf properties. With this change we would all know what to expect at each hotel…or will we? The problem is Hilton properties are STILL making it up as they go along. They are not following the terms of the new program. I guess I shouldn’t have been surprised since this is what the program has unfortunately allowed in the past.
What Are The New Terms?
The statement from Hilton on the change
Food & Beverage Credit for Gold & Diamond Members. You asked for flexibility, and we’ve got it. Whether you look forward to breakfast or would rather skip it in favor of a refreshing beverage and afternoon snack, the choice is yours. In early July, we’ll begin offering a daily Food & Beverage Credit that will continue through the end of 2021. You can use this credit at the hotel brands where you currently receive a complimentary continental breakfast as your elite benefit of your membership. You’ll now be able to dine when and how you want. We will share more details in the coming weeks.
Here is the Hilton press release on this. Bookmark it!
For the visual learners out there:
Hotels Making It Up As They Go Along
The real problem with this change is that the Hilton hotels are not following the rules. This is a property credit that you should be able to use on whatever you want. You should be able to use it on breakfast, lunch, dinner or drinks. You can sit down, order room service or hit up the grab and go market. It is supposed to be about flexibility and choice.
Some hotels lost that memo. I have heard from readers and Facebook Group members that it is not working the way it should out in the wild. When you kill a perk and replace it with one that many don’t like, and then you don’t even follow it properly, that is salt in the wound right there.
Some hotels are saying only certain restaurants work for the credit. Others are even only allowing specific items that are covered etc. They are probably trying to push low cost, high profit items to offset their costs. Whatever the reason is, it is not how it is supposed to work.
What Should You Do When This Happens?
What should one do if this happens? If it were me I would still pick what I want and eat where I want to eat. Then at checkout I would ask for the correct amount to be removed from the bill. If they refuse I would show them the press release that you hopefully bookmarked above. If they still refuse, which hotels have even when showed their terms, then I would pay and leave. I would then reach out to Hilton on Twitter and ask to be properly credited etc. You could also call into their customer service number but I have found the Hilton Twitter team to be empowered and helpful in the past. Plus there are no hold times on DMs!
I will be staying at the Waldorf Astoria Las Vegas in a few weeks and I am looking forward to my $50 in daily property credit while I am there. I plan on using it on some pool drinks or at their SkyBar. When I stayed at Resorts World their system wasn’t integrated properly so I had to ask for the credit at checkout. They complied without any hassle. They also gave me the full $50, even though I was by myself, because I booked the room for 2 😉.
Hopefully you don’t run into issues while you are traveling. If you do, come prepared with proof of their program or reach out to the Hilton Twitter team after the fact for credit.