A Hilton Hotels & Resorts Hampton Inn property we frequently stay at for work (about 33k USD annually in spend) has told us they will not honor the Diamond Reserve late checkout benefit.
When I asked about upcoming changes to Diamond Reserve benefits and how late checkout would work, an employee became very hostile. They said they checked with the manager and that they do not have to honor any benefit they do not want to, and that everything is strictly based on availability.
When I mentioned that late checkout is generally a published benefit that can be requested in advance at Hilton properties, they told me that if I continued discussing it, I would no longer be welcome at the hotel.
This felt very unprofessional and contradictory to what I have experienced at other properties.
Is this kind of response acceptable or consistent with Hilton policy?
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