Hilton HHonors - Get an upgrade, then lose AMEX cobrand booking bonus

I have had a continuing problem in receiving the credit card booking bonus of 500 points, even though I do exactly what is required - book online at hilton.com, guarantee with my Hilton AMEX card, and pay with this card. Desiring to correct this problem permanently, I called HHonors, and I got them and AMEX on the line at the same time to make certain my credit card was tied to my HHonors account. So I figured the problem was resolved. But I traveled to San Francisco last week, and I had the problem again with no bookiing bonus. So I called and talked to a HHonors supervisor. She said if the reservation is modified then the system considers it to be a new reservation and I won`t receive the bonus unless I call them after my stay. At first I said I was not modifying my reservations, but she told me that any change at all, such as being upgraded to an executive level room or being assigned a room with a king bed rather than double beds or being moved to a different room than I am preassigned to, then that is considered a modification. Since I always seem to be pre-assigned to a standard room, I rarely check into that room because a better room is usually available for a Diamond upgrade when I check into the hotel. So I was told I would have to call each and every time to get the booking bonus if I get a different room. Aargh.
I don`t see any postings by others who have this problem. For people who pay with the Hilton AMEX card and book online and receive a different room at check-in, do you have any problem of this sort?

At first I said I was not modifying my reservations, but she told me that any change at all, such as being upgraded to an executive level room or being assigned a room with a king bed rather than double beds or being moved to a different room than I am preassigned to, then that is considered a modification.

For people who pay with the Hilton AMEX card and book online and receive a different room at check-in, do you have any problem of this sort?

Never had this sort of problem and the explanation about "modifications" sounds like nonsense.

I usually get upgraded to exec rooms and that's never affected the posting of the 500 AMEX online booking bonus.

I have had similar troubles getting my AMEX co-brand bonus as well. It looks like I need to ring HHonors sometimes...

It posts automatically most of the time for me. If it doesn't, a quick call to the Diamond Desk takes care of it.

"For people who pay with the Hilton AMEX card and book online and receive a different room at check-in, do you have any problem of this sort?"

I have not had this problem. I receive the online booking bonus and often get an upgraded room at check-in. I'm sorry you are having this problem. :(

Modifications can cause an issue - as with me recently. On an award stay where I had a small folio $3, the folio under my door included charges to Hilton corporate for the reward. The clerk had to "redo" something which messed up my account somehow resulting in the no Amex points. I had to call HH to clear this up.

Upgrades are not technically modifications though, what room you're in should have no effect. I get Ug'd pretty regularly without any issue. Points post.

Then again, the Amex Cobrand postings happen only 80% of the time for me, the other times I have to call in. Kind of a pain.

A good check if your Amex is truly on file, as that most hotels don't need your CC when you check-in, they just say "CC on file." To me that's a sign that my Amex was correctly entered in to make the res.

I always seem to get the Amex Co brand online bonus on all of my reservations regardless what happens. But I dont use my Hilton Amex. I use my company Amex. Is this normal are or just a mistake. I always get upgraded.

I called again and was told that when I am upgraded at the front desk, the hotel takes over the reservation and makes a modification to it which causes it to be considered an entirely new reservation. Thus I have to call to get the bonus credited to my account.
I don`t know why Hilton can`t make a simple software change that allows the cobrand bonus to be credited irrespective of an upgrade. I also don`t know why some people have a problem and some people don`t.
The bonus is suppose to be available only if you use the Hilton AMEX card, so it someone is getting the bonus using a different AMEX then consider it a freebie.

Thanks Op. Now it makes sense because the same thing happens to me when I get an upgrade.

I always seem to get the Amex Co brand online bonus on all of my reservations regardless what happens. But I dont use my Hilton Amex. I use my company Amex. Is this normal are or just a mistake. I always get upgraded.

Technically you are supposed to use your HH Amex to pay, but in reality you could just use your company Amex. It shouldn't post properly, but when HH looks it up when you call them, they can only see that it was paid for by an Amex.

Not sure how you got the bonus by paying with the company Amex.