Hilton HHonors - HHonors Redemption Center is Down

For those who've waited until the last day to order "old" award certificates, it is not possible to order them at this time. According to the CSR with whom I spoke, the computer files containing the awards have either been deleted or are just not accessible. They are working on the system and hope to have it back up with access to the awards "in a few hours." No plans currently to extend any deadlines due to the
problem unless they are not able to get the system operating again today.

What a crock! Anticipating something like this, I got all mine finished yesterday morning, but you have my sympathies.

Fotunately, I did most of mine yesterday as well. I was just checking on one additional possibility this morning and it's no big deal if I can't get it. But I sure hope it gets straightened out for those who decided to wait until the very last moment.

Does this problem also include online reward redemption?

Yesterday I redeemed an award online but today I can't figure out how to do it again. I'm not sure if its because I'm dumb or its not working.

Wow. Leaving things to the last moment is NOT always good policy it seems.

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~ Glen ~

Come visit HERE (http://www.flyertalk.com/forum/Forum13/HTML/000502.html) the most ** FRIENDLY FORUM ** on FlyerTalk. No flame wars, no personal abuse, no substance abuse. Not much of anything really!

The computer problem is not solved but they are taking (after a considerable wait while holding) orders for vouchers by hand. Apparently, the computer was supposed to wait until tomorrow to eliminate all the old awards but did so today. Oops! So now they're doing it the old fashioned way. My CSR was extremely apologetic and helpful and seemed very competent. You can't get an award certificate number immediately to confirm your order since it will take a few days to manually do the awards. Obviously, there will also be delays in getting the email certificate out to you if you choose that delivery mode. You might ask the CSR for his/her name as supportive information that you ordered the certificate. Apparently, they make a note in a specific part of your HH record stating that you did in fact make the order today and that is the way it is verified. I suppose we could worry that our orders might get lost during the manual process but it seems they are doing the best they can under the circumstances.

[This message has been edited by upgrader (edited 05-31-2003).]

I'd be willing to bet that some programmer got 0000 hours 31 May 2003 confused with 0000 hours 1 June 2003. Y2K lives again!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by upgrader:

You might ask the CSR for his/her name as supportive information that you ordered the certificate. </font>

I would advise EVERYONE to do just that in the present situation.

Just requested an ALON award. 100K Points deducted from my account *while* I was on the phone. Phone rep didn't think there was any problem with the computers.

Got the reward conf number. Asked for email. We'll see when it shows up http://www.flyertalk.com/forum/smile.gif

Well, including hold time, it took me about 10 mins. to get my 2 TEENs for Hawaii in March/04. The CSR I talked to said that the computer was still down and could not give me a confirmation number but said he would be entering the info by hand and to record his name if there was a problem.

Confirmed that HHonors's computers are still down as of 2:17 PM EST. I just requested two ALON awards ("Aloha Spirit VIP Reward") while logged into my account at HHonors.com and within a few minutes, noticed that the 200,000 points were deducted immediately while she was on the phone.

I elected for them to fax me the confirmations instead of by email (I did get the confirmation #s).

That's fast! http://www.flyertalk.com/forum/smile.gif

Trouble is, the email takes a day or so to arrive, and if there WAS any hitch .......... http://www.flyertalk.com/forum/wink.gif

Well, I don't have a FAX here at home so I didn't really have a lot of options. I just made my last stay this week that put me over the point total I needed to book my stays and today was the earliest I could call in.

I guess I'll just have to be a trusting guy and hope for the best. If there's a problem, I'll use the standard HH protocol and scream until I get my way. http://www.flyertalk.com/forum/biggrin.gif

The web site seems to be working fine as of an hour ago. I redeemed a few awards without a problem. I tried to call with a few questions but even the diamond line had a loooong wait. I called yesterday to get the awards I knew I needed to speak to a human to request.

What is the address to redeem online? Where on the HHonors site can we redeem GLON's?

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"When once you have tasted flight, you will forever walk the earth with your eyes turned skyward, for there you have been,and there you will forever long to return." Leonardo da Vinci

200 nights/200 legs a year

hot,

You cannot book the VIP awards on-line. You should try to fax it in, if you are still awake.

ff

email received at 9:36pm central time!

hope everyone got their last minute redemptions in!

Yeah, I have been trying to fax for the last few hours. They turned their fax machines off or put the lines on "busy".

Either way, while it is frustrating, it serves me right for waiting until the very last minute. Or does it? I tried to get through to them all day long and heard the same song and dance that everyone else has written about. What do you all think? Should I be mad at myself for blowing it? Or should I be frustrated because their computers were down, etc.

What are your thoughts? PREMEX, Catman, LarryU - are you guys listening?


JTB

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"When once you have tasted flight, you will forever walk the earth with your eyes turned skyward, for there you have been,and there you will forever long to return." Leonardo da Vinci

200 nights/200 legs a year

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by hotlancer:

What are your thoughts? PREMEX, Catman, LarryU - are you guys listening?


</font>

Appears not. Perhaps they were busy booking awards before June 1 rolled around?

Their computers that generated the certificates were down for a few hours yesterday morning. The workaround (after about an hour of this) was to comment out the records of people that were calling stating that they had made the deadline. They made a list of certs they would have to print out.

When I called back last night, computers had been back up for quite some time but they had not gotten through the backlog.

I personally think they should have double booked staff to handle the crush, but mabye they only have so many "seats" at that particular center.

I burned just over 300,000 points for Key West, New Orleans, Marco Island, Clearwater, and Geneva trips. http://www.flyertalk.com/forum/smile.gif