Numerous people have reported an issue with Hilton gift cards whereby the Hilton system charges a 15% surcharge when using it to cover a room charge.
Others have even been told at properties that they can’t use Hilton gift cards at all. It’s possible the hotel location was running into declined payments due to this 15% issue and therefore they stopped accepting the gift cards at all.
It’s unknown exactly how long this problem has been going on, but it’s been at least a year and possibly much longer.
Some reps have said that they are treating Hilton gift cards like they would treat a credit card whereby sometimes hotels and some other retailers will place a hold higher than the amount of the actual charge. In the case of gift cards that obviously makes it much more difficult to use up. However, reports we’ve seen have been inconclusive about whether the 15% ever comes back to the card at all. It might just evaporate into the ether as some type of a fee or surcharge for using a Hilton gift card.
There’s a Flyertalk thread with numerous reports on general issues using Hilton gift cards, and the Hilton rep chimed in there with the claim that there were just fraud concerns causing the cards not to work. However, I wonder if all the issues stem from this 15% hold; I wonder if all those who know to charge 15% less than the total gift card amount would not experience any issues using the gift cards.
There are apparently workarounds to the gift cards to work properly.
- Some say that when using the gift card at checkout there are no problems. However, many, many people are having issues even when using it out check out. YMMV
- A Hilton employee suggests processing the gift card as an advanced deposit, not a standard payment, and that obviates the issue. YMMV.
Obviously Hilton needs to get their act together. Personally I’d avoid buying Hilton gift cards. If you have them from some credit or whatnot, I’d recommend using them at 15% less than their total. Maybe that last 15% will come back some time and will be available on a future date.
Thanks to my friend Dawnzerly from ShareTraveler.com for doing most of the leg work on this issue. Please chime in below with your own experiences.
Update: it seems that if you have the front desk run the gift card as a credit card, not as a gift card, that would obviate the processing issues. Another idea mentioned in the comments is to add the gift card to Apple Pay and that often helps it process properly.
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I tried to redeem 4 Hilton GCs (totaling $150) at two properties, but neither property was able to get the GCs to work. I contacted the Amex Gift Card team and requested a check be issued for the gift card value. After a bit of back and forth, they agreed.
Is this something new? I didn't have any problem using 2 GCs at Hilton Hawaiian village back in May 2024.
New DP: just yesterday tried to use six $50 cards and six $25 cards at checkout at the Waldorf Los Cabos. One of the $50 cards worked as did one of the $25 cards. The desk clerk who seemed to know what she was doing, said that none of the cards with expiration dates of 2033 are working. The two cards that worked on her system were the ones with expiration dates in 2031. Also interesting is that that hotel is usually populated by 90% gold and diamond guests, who know what they’re doing with points and using quarterly Hilton credits. So she sees multiple gift cards being requested to cash out every day.
I tried using my hilton GC at Waldorf Los Cabos last November and it didn't go through. Just checked the card and indeed it has expiration date of 3/2033.
Anyone get Hilton GC worked at Japan? Haven't try the *credit card* way or load it to Apple wallet but trying to see if there is any DPs, thanks! Last time when I tried, they help to swipe 8 of my Hilton GCs and none of it works.. lol
Waldorf-Astoria Chicago ...
Data point, 12/31/24: had some small Hilton gift cards ($25 each) and a $35 bill on checkout. Asked to put $25 on a "credit card" ... swiped the $25 Hilton GC ... approved.
Asked to put the balance on a "credit card" ... swiped the other $25 Hilton GC ... approved.
I verified with desk clerk that she clicked "credit card" for payment type and she confirmed. Clearly asking to put the partial amount on a "credit card" is the way to go.
I am reading comments about credit card vs gift card, but I haven't stayed at Hilton in a while and am not clear on how to do this for a future trip. Can I purchase a prepaid card at a local Hilton for $50 this month and then use it next quarter when I will be staying at one while traveling? Thanks.
Yes, but not all Hiltons sell gift cards. We're mostly talking about gift cards bought from the BuyHiltonGiftCards website.
To those who have run the gift cards as a credit card, did you tell them it was a $50 credit card payment or did you just swipe it and it auto deducted $50? Just wondering if I need to tell the front desk person that I need it run as a $50 credit card? Thanks everyone
Tell them it is a credit card and better still swipe it yourself on the card terminal!
Nothing magical. These Hilton are just Amex GC, and like all Amex GC they'd better charged as Credit card.
If this is true, are they somehow flagged to only work at Hiltons?
Or could we have been using these at the grocery store all along?
I agree with the other commenters who seem to think the key is to have the hotel run these as a credit card. Used one recently with no issues as a "credit card."
Hilton gift cards are PITA. Hard to use because of 15% hold, Most international hotels, I have been to they don’t accept even during checkout… sigh. Why amex and hilton are even using gift card???
However, I tried to load the Hilton gift cards in my Apple wallet, and I see this registered as Amex gift card, not Hilton. The online balance checker also recognises as Amex Gift card, I am wondering, if this can be used somewhere else, other than hotel, probably no, but just curious
Did you try it out?