Hilton HHonors - No stay credit for reward stays?

Completed two separate reward stays last week at the Hilton Reyjkavik. No additional charges on either stay. Both are listed in the "Hotel Stays Summary" on my account page, but my YTD Stays Completed did not increment for either. I'll call but I wonder if others have seen this problem.

There are quite a few threads about it over the years. But the terms state

For purposes of counting stays and nights for Elite tier qualification (as explained below), Reward Stays will count towards the number of overall stays and nights.

Completed two separate reward stays last week at the Hilton Reyjkavik. No additional charges on either stay. Both are listed in the "Hotel Stays Summary" on my account page, but my YTD Stays Completed did not increment for either. I'll call but I wonder if others have seen this problem.

It happens now and then. Just call.

There are quite a few threads about it over the years. But the terms state

For purposes of counting stays and nights for Elite tier qualification (as explained below), Reward Stays will count towards the number of overall stays and nights.

It says the opposite in another section.

They count.

From an Aug 21 email to the Diamond Desk (my question concerned points/money stays as I was a tad unsure) -

***

Dear ***,

Thank you for your inquiry regarding your reward stay question. We appreciate you taking the time to contact us.

Reward stays are qualified stays and do give you stay and night credit. This also goes for points and money reward stays.

If there is anything else we can assist you with, please do not hesitate to contact us.

Completed two separate reward stays last week at the Hilton Reyjkavik. No additional charges on either stay. Both are listed in the "Hotel Stays Summary" on my account page, but my YTD Stays Completed did not increment for either. I'll call but I wonder if others have seen this problem.

It may take a bit of time for the data on your stays to work its way all the way through the system.

I've had the same thing happen with *paid* stays.

Bob H

Completed two separate reward stays last week at the Hilton Reyjkavik. No additional charges on either stay. Both are listed in the "Hotel Stays Summary" on my account page, but my YTD Stays Completed did not increment for either. I'll call but I wonder if others have seen this problem.

Had small incidentals charge which usually ensures that everything posts. The points posted, but not the stay. Sent them an email and they apologized and quickly corrected the situation.

They may be somehow unknowingly processing award stays in a manner which causes this outcome.

There are quite a few threads about it over the years. But the terms state

For purposes of counting stays and nights for Elite tier qualification (as explained below), Reward Stays will count towards the number of overall stays and nights.

+1. When I saw the title I thought, "oh great, hear we go again."

Had the same problem my last two recent reward stays. An email got everything resolved quickly and the stays credited.

Just to circle back on this one. Original problem was two separate reward stays at Hilton Reykjavik that didn't advance my stay count. Called the Diamond desk who opened a "case" on one of them, said to call back in a couple of days on the other, which I did. No responses after a week. Sent an email to hhonors@hilton.com. Got an email back the next day apologizing and saying problem was fixed. But stay count only advanced by one so I replied and the second one posted the next day. Bizarrely, on the same day I got the first message saying the problem had been fixed I also got a separate email saying they have no record of my stay and could I please send copies of the folios (which I did not have since there were no incidental charges). I believe that was in response to the "case" the Diamond desk opened.

I subsequently had a points+money stay at the Hilton Rome Airport. That too failed to advance my stay count, even though it showed in my "Hotel Stays Summary". Emailed hhonors@hilton.com again. This time I got a response saying they would assist me but needed me to verify my phone number. I did that and got a response back the next day saying international stays can take up to 2 weeks to post so just wait. When I responded with a screen shot of my "Hotel Stays Summary" the problem was fixed the next day.

FWIW, I also ended up getting a total of about 9,000 points for these stays.

Lessons learned: Diamond desk was useless in this situation. Hilton may have a systems problem with international reward stays posting properly, so check your records carefully. Email is the best way to get things fixed, but even that is uneven and requires patience.

Just to circle back on this one. Original problem was two separate reward stays at Hilton Reykjavik that didn't advance my stay count. Called the Diamond desk who opened a "case" on one of them, said to call back in a couple of days on the other, which I did. No responses after a week. Sent an email to hhonors@hilton.com. Got an email back the next day apologizing and saying problem was fixed. But stay count only advanced by one so I replied and the second one posted the next day. Bizarrely, on the same day I got the first message saying the problem had been fixed I also got a separate email saying they have no record of my stay and could I please send copies of the folios (which I did not have since there were no incidental charges). I believe that was in response to the "case" the Diamond desk opened.

I subsequently had a points+money stay at the Hilton Rome Airport. That too failed to advance my stay count, even though it showed in my "Hotel Stays Summary". Emailed hhonors@hilton.com again. This time I got a response saying they would assist me but needed me to verify my phone number. I did that and got a response back the next day saying international stays can take up to 2 weeks to post so just wait. When I responded with a screen shot of my "Hotel Stays Summary" the problem was fixed the next day.

FWIW, I also ended up getting a total of about 9,000 points for these stays.

Lessons learned: Diamond desk was useless in this situation. Hilton may have a systems problem with international reward stays posting properly, so check your records carefully. Email is the best way to get things fixed, but even that is uneven and requires patience.

What's sad is that the DD used to be able to post things on the spot. Now they just open cases that seem to go no where and get fixed by no one.

What's sad is that the DD used to be able to post things on the spot. Now they just open cases that seem to go no where and get fixed by no one.I've had to ask for assistance from a supervisor before and she was able to correct my situation on the spot. I find it ridiculous that some of these problems that Hilton creates take so LONG and so many follow-ups to get corrected. It doesn't create much goodwill when the customer has to bird-dog their problems to get them sorted out.