Originally Posted by Simon Schus

I received the following email from Hilton today, after I had queried why I hadn't gotten the 5000 points on a Hilton points stay last week. I charged incidentals to the room and paid with Visa, having booked it via the mobile app (note, not a points&money stay).

"Thank you for contacting Hilton Guest Assistance.

I apologize for the inconvenience, the "VISA HH APP 2016" does not apply to incidental charges. Guest who book their reservation through the HHonor App and pay for the stay with their Visa receive the bonus credit. Unfortunately, as your reservation, xxxxxx, was a reward reservation, it is not eligible to receive the Visa promotion credit."

Boo. I read nothing in the terms and conditions about excluding points-only stays when charging incidentals to room.

I had even gone out of my way to email Hilton's Diamond Desk in advance of my stay to ask them about incidentals and they just copy/pasted the terms and conditions, which made no reference to excluding points stays. In their response, the Diamond desk said that I should contact them via the chat system to discuss. I did, and it took them 40 minutes for them to say (paraphrased): "We can't help you with this, you'll have to call or email". It was an utter waste of time! 40 minutes, most of which was them going to check something for 15 minutes at a time.