Old Jun 5, 18, 1:41 pm
  #4  
EsherFlyer
 
Join Date: Nov 2007
Location: SW London
Programs: BAEC Gold; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,225
Originally Posted by tkelvin69 View Post
Here's the problem - the hotel charged me for the first night and didn't create a new folio. They won't address the issue by phone or by email. The Diamond desk won't give a stay credit without a folio and tells me to contact the property.

I had similar when I made back to back bookings at a property to get the best rate each night, which meant two different room types.

A call (I was Gold at the time so probably didn't call DD) quoting the two booking references led to the original auto entry disappearing to be replaced by two "empty" (as in no "Expand" link) stays plus a bunch of "detached" manual points entries on the "All Points Activity".

Have you tried the online chat? The few times I've used it I've had very competent and empowered agents sort things out on the spot.
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