Got to the bottom of the dashes after the name by calling Hotel A. The booking was made via the Hilton iPhone app, logged into the Honors account, so ought to have been fine. But there was a clerical error on the Hotel's part at the root of this.
They fill the Guest Name fields up with dashes when the pre-auth on the credit card used to guarantee the reservation fails. This is what happened with that reservation - over-zealous anti-fraud measures by the issuer. When I checked-in and presented the actual card and did a successful pre-auth with card-holder present, the agent ought to have removed the dashes but didn't.
This caused a name mismatch and the stay not to accrue. The hotel now says they have fixed it, and reissued a claim for the points which ought to post in 24 hours.
However, the entire experience with Honors service desk and customer care generally regarding this has been appalling and maddening. A shining example of how to wind someone up and waste their time. I've actually tried to open a complaint about how bad the Honors service desk has handled this, and they can't even handle that properly.
Email sent to the Office of the CEO. Seriously. The response has fallen that short.
Last edited by mjh0; Jan 24, 2019 at 4:07 pm