HHW Loss Prevention Email
Jul 31, 2012, 9:06 am
#1
Original Poster
Join Date: Jul 2012
Posts: 9
HHW Loss Prevention Email
Hello all, I need some help/advice. I received this email below from "Nancy Banks" HHW Loss Prevention:
"Mr. XXXX Johnson, I am contacting you regarding the negative point balance on your Hilton HHonors account number 23XXXXX11 that resulted from a reward reservation stay that you had at the Waldorf Astoria New York, May 11-13, 2012. The new HXX2 reward number 1XXXXX418 has been deducted since the hotel did not have a certificate to use. As a result the account balance is now negative 77,316 points. In order to ensure that your account is brought back to good standing, please review the following options:..."
The email then goes into me essentially cancelling some future reward stays or paying money/booking paid stays to get my account balance back up to positive.
HERE ARE THE FACTS:
1. I paid with this stay via one free night certificate and points (for the second night).
2. I had initially two reservations, cancelling one in advance.
3. My bill had the old reservation# attached however as it was cancelled they show no rewards attached.
4. I sent them my correct confirmation showing the reward ID's where my free night certificate was used and the points deducted from my account. They said they are looking into the matter and will get back to me.
I guess my question is has this ever happened to anyone? Were you successful in pleading/explaining your case? I am an auditor for a living thus I went back and I am sure the points were correctly debited from my account and my free night certificate was attached to the confirmaion. Thanks for your help and insight. I just have a big trip to Europe planned on points with my wife and I am afraid that is now in jeopardy from this situation.
"Mr. XXXX Johnson, I am contacting you regarding the negative point balance on your Hilton HHonors account number 23XXXXX11 that resulted from a reward reservation stay that you had at the Waldorf Astoria New York, May 11-13, 2012. The new HXX2 reward number 1XXXXX418 has been deducted since the hotel did not have a certificate to use. As a result the account balance is now negative 77,316 points. In order to ensure that your account is brought back to good standing, please review the following options:..."
The email then goes into me essentially cancelling some future reward stays or paying money/booking paid stays to get my account balance back up to positive.
HERE ARE THE FACTS:
1. I paid with this stay via one free night certificate and points (for the second night).
2. I had initially two reservations, cancelling one in advance.
3. My bill had the old reservation# attached however as it was cancelled they show no rewards attached.
4. I sent them my correct confirmation showing the reward ID's where my free night certificate was used and the points deducted from my account. They said they are looking into the matter and will get back to me.
I guess my question is has this ever happened to anyone? Were you successful in pleading/explaining your case? I am an auditor for a living thus I went back and I am sure the points were correctly debited from my account and my free night certificate was attached to the confirmaion. Thanks for your help and insight. I just have a big trip to Europe planned on points with my wife and I am afraid that is now in jeopardy from this situation.
Jul 31, 2012, 9:16 am
#2
FlyerTalk Evangelist
Join Date: Jul 2007
Location: DFW
Programs: UA Pleb, HH Gold, PWP General Secretary
Posts: 23,199
I imagine they will sort it out. You should have cancelation record number on your hhonors account as well as an e-mail confirmation of the cancelation.
Aug 1, 2012, 5:43 am
#3
Join Date: Jun 2005
Location: DTW/FNT
Programs: Delta (nee NW), Hilton Diamond. IHG (PT)
Posts: 4,823
There is a bit of a time lag between when something happens and when Hilton posts it.
Also, let's welcome the OP to FT ---
Bob H