I am going to ask the mod to close out this thread.
My issue was settled w/ thanks mostly to
HHonorsRepresentative. In short, I will be getting the BRGs at the correct rates, and some points to boot.
A supervisor for Guest Assistance acknowledged that the process now takes in excess of 48 hours to get a claim reviewed. However, he has assured me that they are taking steps to improve their system. My recommendation was that Hilton send some sort of auto-acknowledgement (similar to SPG's BRG) when a new claim is received. This way, there is a definitive paper trail instead of the common "oops, my dog ate it"-excuse that I got for all of these claims.
Further, despite being slammed by a few of my fellow FTers (
), it is still my hope that this experience will eventually lead to a better BRG experience for the rest of you.
Cheers.
UXB - thanks for bring the topic up because we all like Hilton to improve their BRG process. The big problem is that even with an acknowledge mail, HH claims that they have never received the claim. I found out that I went to the Hilton's UK page I can get a confirmation email that they got my BRG claim - NO, that claim never reaches Hilton.
