Hilton HHonors - All Points Unfairly Removed

After several good experiences with Hilton, I signed my mom up for HHonors and encouraged her to try it herself. She consequently stayed twice at Hilton earlier this year for 7 days and collected about 30,000 points through hotel charges, incidental charges and bonus points. I help her manage her reward accounts and noticed yesterday that her points balance was reset to zero for no apparent reason. Her 2 stays were in Feb and Apr of this year and points were posted promptly earlier this year. The non-zero balance was still there late last month. So I called HHonors and they told me that her second stay was not purchased through Hilton.com therefore all her points were removed. I questioned why points from her incidental charges and her first stay was also removed and was told that the decision is final. Clearly, we are really disappointed by this. Is there someone higher up I can contact at HHonors besides the regular customer service to complain about this? How should we approach this? Thanks for your insights in advance.

I agree about the apparent unfairness of this action, but:From Hilton's website:Stays that are booked via third party websites other than the websites of Hilton HHonors airline partners are not Eligible Stays irrespective of rate paid, for the purpose of earning points, miles or stay credit toward VIP tier status. Stays booked via "opaque" channels where the brand is unknown at the time of purchase are not Eligible Stays for the purpose of earning points, miles or stay credit toward VIP tier status, or the receipt of VIP tier benefits such as upgraded accommodations / amenities or access to health clubs.The terms are clear regarding third-party bookings. I suggest that you call back, claim ignorance and ask for a break. Screaming and shouting will get you nowhere. They used to have a policy that you had a few chances before they stopped giving you the points, so asking for a break seems to be in good order.
Good luck.

She booked her travel through one of the largest travel company in Hong Kong. She's a director of the company that owns the travel company, so although there is no company policy saying that she has to book leisure travel through them, it's the right thing to do. In the future how can she verify what she books through the travel agent can earn HH points?

If she did in fact book an ineligible rate, we agree that she does not deserve the points for the stay(s). However, ALL her points were removed including incidental charges (food, drinks, etc.) that were charged to the hotel bill. HH says that's just the way it is when I called. I can't imagine that being true, and that's what screaming and shouting about. :mad:

Without knowing this in detail, if both stays were through a travel agent (I find many Asian travel agents don't have matching rates that hilton have), and as a result, no stay will credit. If they did credit you, it would probably have been by accident. Sadly, incidentals don't count either, even if you spend $1 million on incidentals, if the rate is inelgible, you won't earn anything... found this out a number of times sadly, but the rules are the rules. Suggest you try Starwood who pay for expenses, even when you aren't staying there!

I don't think booking through a travel agent kills the points. The points prohibition is on stays "booked via third party websites."

My company travel office is owned by American Express (a Travel Agency if ever there was one) and all my business travel goes through them. HH isn't prepared to tell me they don't want that business.

Maybe the issue was that it was a wholesale rate of some kind?
Eligible Rate stays are stays at all rates except wholesale/tour operator packages, contracted airline crew rates, complimentary or barter rooms, stays on NET Group, Series Group or IT Group rates, contracted Entertainment or Encore rates and stays using airline percent-off award certificates. Stays that are booked via third party websites other than the websites of Hilton HHonors airline partners are not Eligible Stays irrespective of rate paid, for the purpose of earning points, miles or stay credit toward VIP tier status. Stays booked via "opaque" channels where the brand is unknown at the time of purchase are not Eligible Stays for the purpose of earning points, miles or stay credit toward VIP tier status, or the receipt of VIP tier benefits such as upgraded accommodations / amenities or access to health clubs.But if the stay is ineligible for points there are no points for incidentals either. A minor exception is that incidentals on award stays earn points.

Hilton appears to be the most restrictive of all the chains in this regard, I guess. :eek:

Whereas Marriott will credit you for incidentals, and so will Hyatt, and I believe SPG will, as well, Hilton won't at all!

Well, I won't be spending even an extra dime at my upcoming Hilton PLN stays. This decision is just foolish as it provides one with an incentive NOT to spend any extra $$ at their hotels while there on a PLN rate. Pretty stupid since usually all hotel charges are somewhat inflated and helps the property's bottom line.

We just feel completely mislead because her first stay in Feb posted with points immediately (booked by travel company). As a result of this, she booked a stay for Apr. The points posted immediately. Then in June, without any notice, they remove all her points and double-dip miles (Asiamiles). She had a US$1100 dinner on her second stay -- now, no points for that either which is making her furious.

Does anyone have the email or mailing address of someone high up in HHonors for us to contact? We don't think regular customer service will do anything about this. Any insights would be much appreciated. Thanks in advance.

She had a US$1100 dinner on her second stay -- now, no points for that either which is making her furious.


That's understandable, given that the previous stay had posted. If you do understand that you are booking by a method that doesn't accrue HHonors points, then the best thing to do is to never use any Hilton services and never have any incidental expenses. Why Hilton (who I believe are unique in this) want us not to use any additional services if we have booked through priceline, etc, is quite beyond me.