Originally Posted by Richelieu

Hi,

I'm writing this post to vent, I know, but anyway...

I have had four consecutive stays, two rooms, at an Hilton property. The stays were "split" because of various rates, notably the January promo. I had seperate bills for them, each with my HH number. So I expected no problem.

On one of the stays, only the base points for one of the room (though I should get points for both) were credited, and one of the stays was totally missing.

First contact with HH : we need the bills because we can't locate the stays.
Second contact : I send the PDF of the bills the hotel sent me, and they say they got it right.... I check, and they did nothing, except REDUCE the number of points for one the stays which credited properly.
Third contact : I mention that to them, and I am answered that they correctly updated my stay with the incidentals which were missing. No mention of the other half of my stay, and the missing stay
Fourth contact : I ask again about the stays, and they "locate" the missing stays and credit me... They answer that I can only get credit for stays on the same folio (it was, and I provided the reservation number to show I booked 2 rooms, and explained it all in my first email). And it wouldn't explained why they didn't credit me with MY room for the "missing stay".
Fifth contact: resent the bills, re-explained the situation, and waiting for an answer.

I just checked : they credited me for one room for the stay which was totally missing, but the room for the stay showing completely disappear. So basically, after a longish and detailed mail exchange (because I took time to explain the stays clearly), I am still missing one stay (but not the one I wrote about in the first place) and the points credit for the other room, for a total of around 12,000 base points. I wrote AGAIN to ask about it (and I'm currently expecting the answer).

During all those mails, I was polite, thanking them for any improvement toward the correct points credits... But really, I am growing tired.

Are my expectations off ? Is this typical of a "missing credit" claim? Usually it works well (at least, automatically) and I had no reason to claim manually, and the one time I did it, it was quickly done. This time, it's painful. And I get the feeling that they just give a cursory look to the folios I sent, make a quick adjustment and put it into a canned response about how my problem was successfully corrected, all the while spending time to reduce the number of points (removing charges on stays I wasn't complaining about, removing a whole stay...)

Venting's over. Thank you for listening.