Hilton HHonors - "can no longer process missing stays over the phone" ?

Called Hhonors customer service today to report a stay missing from my account. Rep said that they can no longer do these reports over the phone (this was a US Hilton property).

I did what any FT'er would do, and called back five minutes later, but unfortunately got the same woman http://www.flyertalk.com/forum/smile.gif so I hung up.

Does anyone know whether this is for real, or this rep was just confused?

I was told the same thing last week, maybe the same rep, maybe not, I was told to fax it in and it would take at least a month as they are very behind. I was calling because the form sent online got no results. So, no, it's not just you, it appears the new procedures are to

Wait three weeks for it to post

Fill out the form and wait the required three weeks while they research it

Then fax in a copy and wait another four weeks, for a total of at least 10 weeks.

Gonna miss the days when you called and the stay was credited before you hung up the telephone.

Of course, had they just posted the stay in the first place for everybody they wouldn't have a month's backlog.

Originally posted by pynchonesque:
I did what any FT'er would do, and called back five minutes later

Actually, a lot of Flyertalkers would email Adam Burke, our "Hilton Lurker", and the missing points would magically appear.

Why does it take Hilton months to post my missing stays despite filling out the on-line form, faxing the folio and mailing additional copies -- when Starwood posts missing stays in less than 24 hours in response to submitting their on-line form?

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Biggest Little 1K (in The Biggest Little City) In The World

Last week I called about a missing stay, which I had previously sent by e-form or whatever the heck it is. I was credited for my stay within a few hours. Maybe I was the last.

This happened to me last month; called and a nice gentleman firmly told me that he could no longer process missing stays over the phone. Called back the next day, got an even nicer lady, processed my request without any complaints, stays showed up in 24 hours.

I would suggest calling back once more; maybe it's a new policy but not all agents are aware of it.

I once had to fax in paperwork three times and it was still not done. After I let the agent know my frustration they did it over the phone. Yesterday, I got one who was not in the mood to help. It seems to be hit or miss.
I have found it to be faster if you call the hotel you stayed at directly. Give them the account number on your invoice and they will make sure they have your information in their system. They can then retransmit to HH and it shows up soon after. This takes away the legwork from customer service (I hate the thought of waiting 4 weeks for anything).

Called this morning. The agent posted the stay, but only if I promised to send the documentation in anyway. She claimed they need documentation in case the property complains about the manual posting.

I'm not finding the online form for missing stay credits on HHonors website. Does someone have a link? Probably is staring me in the face but I can't see it. Thanks.

cblaisd,

After you have logged onto your account there is a tab called "Member Services". Just click on that and you will see the missing stay option. I was directed there today by a HHonors phone rep who would not take care of a missing stay over the phone.

Doug

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by PDX1K:
After you have logged onto your account there is a tab called "Member Services". Just click on that and you will see the missing stay option... </font>

Thank you!

I agree with Domestic Traveler. Call where you stayed and generally they'll help you.

About a week ago I tried to enter a missing stay through their website, but kept getting an error message. I called 800 HHonors and told them the problem. They took the information over the phone in less than a minute and my account was updated within 24 hours.

Just depends how lazy the person is...I once had a guy tell me he COULD do it, but that I needed to fax it in for quality control in order to educate the property that failed to post the points. Amazing.

Big difference between Hilton and Starwood.

More often than not the points fail to post properly with Hilton and it's hit and miss how easy it will be to get the matter corrected.

I've never had Starwood points fail to post.