Hilton HHonors - HHonors Amex problem: extra points don't post for HHonors stays

I have had an HHonors Amex card for more than a year, and I'm very unhappy with it; consequently, I don't use it that much any more. http://www.flyertalk.com/forum/frown.gif

The problem is that you are supposed to get three points per dollar spent, or five points per dollar spent on HHonors hotels. But I have found that those two extra points for the HHonors stays often DON'T post, and you have to perform regular audits yourself, call and complain, and then wait weeks for a resolution. I have looked at the Amex transfers on my HHonors points statement online, and compared those with my Amex statements, matching each transfer with the corresponding statement to verify that I got the points that I was supposed to get.

My understanding is that for hotels that don't have the name "Hilton" it can take an extra month or so to for the two extra points per dollar to post. I have now waited more than FIVE MONTHS since an Embassy Suites stay (mid-December 2001) and THREE MONTHS since another Embassy Suites stay (mid-February 2002), and never received the extra 2 points/$. http://www.flyertalk.com/forum/mad.gif

I recently called Amex about these latest problems, and of course they tried to pass the buck, saying I should be talking to HHonors. But as a courtesy, the Amex CSR did take down the information. So, we'll see....

To make matters worse, neither Amex nor Hilton posts the points in a way that makes it clear how many points are coming from regular spending, and how many are from HHonors stays. So the burden falls on you the customer to perform these periodic audits and catch Amex/HHonors screwing up. http://www.flyertalk.com/forum/mad.gif In the year-plus I have had the card, there has been NO improvement in this area. Just lousy!!! Bad, bad, bad job, HHonors and Amex. http://www.flyertalk.com/forum/thumbsdown.gif

Kathy


[This message has been edited by KathyWdrf (edited 05-18-2002).]

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by KathyWdrf:
My understanding is that for hotels that don't have the name "Hilton" it can take an extra month or so to for the two extra points per dollar to post.</font>

I don't believe that's true. Stays at all HH-participating properties paid with Hilton AmEx card are supposed to generate 5 HH points per $ spent, and there should be no delay whatsoever in posting those points.

FWIW, the only time I've had a problem with charges at HH properties posting at 3 points per $ was just in the first month after the earning rates have changed from 2/3 per $ to 3/5. A couple calls to AmEx resolved the issue (which I believe was due to a glitch in their programming), and it never happened since. I always charge my HH stays (including Hilton, Hilton Garden Inn, Doubletree, Embassy Suites, Hampton Inn) to Hilton AmEx, and everything posts at 5 points per $ spent.

I'm wondering what is the problem in your case. Is there any chance that Embassy Suites hotel you've stayed at does not participate in HHonors? Another possibility is that the property just recently became associated with Hilton, and their name on your credit card statement did not actually say "Embassy Suites". I've recently encountered this with Starwood, when my stay at a Four Points St. Louis West appeared on my Starwood AmEx statement under their old name - Harley of St. Louis, thus not generating a bonus.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Eugene:
I don't believe that's true. Stays at all HH-participating properties paid with Hilton AmEx card are supposed to generate 5 HH points per $ spent, and there should be no delay whatsoever in posting those points.

FWIW, the only time I've had a problem with charges at HH properties posting at 3 points per $ was just in the first month after the earning rates have changed from 2/3 per $ to 3/5. A couple calls to AmEx resolved the issue (which I believe was due to a glitch in their programming), and it never happened since. I always charge my HH stays (including Hilton, Hilton Garden Inn, Doubletree, Embassy Suites, Hampton Inn) to Hilton AmEx, and everything posts at 5 points per $ spent.

I'm wondering what is the problem in your case. Is there any chance that Embassy Suites hotel you've stayed at does not participate in HHonors? Another possibility is that the property just recently became associated with Hilton, and their name on your credit card statement did not actually say "Embassy Suites". I've recently encountered this with Starwood, when my stay at a Four Points St. Louis West appeared on my Starwood AmEx statement under their old name - Harley of St. Louis, thus not generating a bonus.

</font>

"There should be no delay whatsoever in posting those points."

Would that it were true! However, my statement was based on phone conversations I had with Amex last year, when questioning why I wasn't getting my extra points promptly. Of course, the Amex CSR may have been misinformed, or perhaps was just covering up for mistakes.

As regards HHonors participation, the Embassy Suites I stayed at in December and February is the ES Philadelphia Center City, and it has participated in HHonors ever since Embassy Suites became a part of the HH program (following the acquisition of Promus by Hilton about three years ago).

Kathy

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by KathyWdrf:
Of course, the Amex CSR may have been misinformed, or perhaps was just covering up for mistakes.</font>

That would not surprise me (or IMHO anyone dealing with AmEx customer service lately). Most likely, it's not a conspiracy but rather lack of competence on the part of the CSR you spoke with. When I encounter things like this, I usually don't waste my time arguing with them. I just thank them, and call back later. If the next CSR is as clueless as the first one, I request a supervisor. One thing worth noting here, is that their affinity desk is not staffed 24/7, so calling at regular business hours may improve your chances of getting a resolution.

Good luck, and don't accept that "2 extra points are supposed to post a month later" crap!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Eugene:
Good luck, and don't accept that "2 extra points are supposed to post a month later" crap!</font>

Or five or six months later....or never.... http://www.flyertalk.com/forum/mad.gif

Kathy

Thanks for the warning.

I have had no problems but I have only had a few stays and all were at regular Hilton properties.

I had this problem with one particular Doubletree a while back. All my other Hilton property stays gave me the 5 points per dollar, but stays at this one DT I used alot only posted at 3. I had to call multiple times over a period of several months before I got one astute CSR who seemed to have an idea what was wrong. He said he'd ask them to correct the program so that this one DT would be recognized as a Hilton property and, voila, I haven't had any problems since then.

May you eventually run into a savvy CSR who can solve this problem for you.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Westcoaster:
I had this problem with one particular Doubletree a while back. All my other Hilton property stays gave me the 5 points per dollar, but stays at this one DT I used alot only posted at 3. I had to call multiple times over a period of several months before I got one astute CSR who seemed to have an idea what was wrong. He said he'd ask them to correct the program so that this one DT would be recognized as a Hilton property and, voila, I haven't had any problems since then.

May you eventually run into a savvy CSR who can solve this problem for you. </font>

Thanks for the tip. Was it Amex or HHonors that you were talking to?


Kathy

I have the same problem with the HHonors Visa from Citibank USA.

I just put in a dispute.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by chix:
I have the same problem with the HHonors Visa from Citibank USA.

I just put in a dispute.</font>

Surely you don't mean you disputed the credit card charge???

As I said in my original post, I did call Amex recently about the problem and the CSR took down the information about the particular stays that were missing the extra 2 points/$. So I have to wait and see if there is a resolution.

Kathy

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by KathyWdrf:
Thanks for the tip. Was it Amex or HHonors that you were talking to?

Kathy</font>

Amex. I couldn't seem to get it resolved permanently via HH.

Here is the latest. I got a letter today from Amex (a followup to my phone call last week) stating that they had credited me for HHonors bonus points. Unfortunately, the bonus points that they credited me for (2,674) is far less than the 6,600+ that are missing. Furthermore, the following idiotic paragraph appeared in the letter: "Please be advised that Sheraton hotel does not earn points on Hilton HHonors account." Aaarrgh! I never said ANYTHING about a Sheraton stay, I called about two Embassy Suites stays!! http://www.flyertalk.com/forum/mad.gif

So, I called Amex again today and got a typically uninformed CSR (for instance, didn't know that Embassy Suites participates in HHonors) who kept insisting that I needed to talk to HHonors about the missing points. When I persisted, she transferred me to a supervisor who first looked up the stay for which I am missing credit (a DECEMBER 2001 stay at the Embassy Suites in Philadelphia), then just dialed the Hilton main number and got rid of me. After waiting a while to try to get through to HHonors, I gave up. Total time spent/wasted on this phone call: more than 20 minutes. http://www.flyertalk.com/forum/mad.gif

Trying to get proper point credit for my HHonors stays has been a huge time suck and is making me crazy. It's a good thing I'm not staying at HHonors hotels that much anymore (even though I'm Diamond). The service on this card is so atrocious that it has gotten me mad at BOTH Amex and Hilton. http://www.flyertalk.com/forum/mad.gif

Kathy

KathyWdrf, I agree with AMEX in this case. You should call HHonors. I have had multiple disputes with AMEX and every time I called them, I got nothing. Whenever I called Hilton HHonors, everything usually got solved.

It has seemed to me that if you have your facts and documentation (which you do) that HHonors would rather not bicker with you and just give you the points. This has happened to me on three separate occasions I offered to send my facts and they didn't even want them. If you get someone who is uninformed with HHonors, ask to speak with a supervisor or Kristy Hall.

Also, I would call AMEX and ask to cancel the card. When they ask why tell them points aren't posting correctly and it isn't worth the aggravation. They will offer you thousands of bonus points not to cancel. I think you've earned them with your patience.

Just my .02 but this is what has worked for me in the past and I've had numerous problems with AMEX and Hilton points posting correctly.

In the past, I have managed to resolve the problem by calling Amex. And this time around, after I called Amex, they DID credit me with SOME of the missing points.

So I didn't think I was barking up the wrong tree.

However, I did just send an e-mail to HHonors on this issue. We'll see what happens.

I have given more of my hotel business to Starwood this year than to HHonors.

Kathy

(dup)

[This message has been edited by KathyWdrf (edited 05-29-2002).]

Although I received a nice e-mail from HHonors in early June promising a resolution of my missing points problem, absolutely nothing has happened since that time....

No additions of points, no further e-mails or letters, nothing. http://www.flyertalk.com/forum/frown.gif

So I've sent yet another e-mail to HHonors.

It just goes on, and on, and on.... http://www.flyertalk.com/forum/mad.gif

Kathy

I called Amex today about a Hampton Inn stay that only got 3 points per dollar instead of 5. The CSR took the info and said they would research it & get back to me in 7 to 10 days. At least they didn't tell me to call Hilton. After all, it's the number of points on my Amex statement that's wrong. So the problem is in the Amex software somewhere.

Keeping my fingers crossed for a quick resolution...

I had a similar problem with my Citibank Hilton Visa. I kept getting only 3 points per Hilton dollar instead of 5 points.

I finally emailed Hilton via the Flyertalk email address. Denise contacted Citibank on my behalf and the issue was finally resolved after another three billing cycles.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by bamboola:
I had a similar problem with my Citibank Hilton Visa. I kept getting only 3 points per Hilton dollar instead of 5 points.
</font>

Isn't that card only supposed to be 3 points?
From the website:
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">
Earn 2 HHonors bonus points for every U.S. dollar (or U.S. dollar equivalent) charged for purchases anywhere Visa cards are accepted.
Earn 3 HHonors bonus points for every U.S. dollar (or U.S. dollar equivalent) charged at HHonors hotels.
</font>

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by FlyByMike:
Isn't that card only supposed to be 3 points?
</font>[/QUOTE]

Yes, but I received a mailing last October with the 3/5 point offer - the "only" targeted mailing I have ever received!

After I accepted the offer, Citibank then refused to honor it and kept giving me only 2/3 points.

With Hilton HHonors help, the problem was resolved. I would have preferred the American Express Hilton Visa, but Iowans are not eligible for that card.