Had almost a comical interaction with customer care after submitting a Missing Stay Request regarding Platinum Welcome Gift points that didn’t post. (Comical because it was as of the rep wasn’t reading my message or didn’t understand what I was inquiring about.). I specifically put in the comments that points had posted for room rate and incidentals; it was just the 1,000 welcome gift points that had not posted.

- In the first response, the rep said she reviewed my account and saw that the stay already posted
- I followed up to point out I was only chasing the welcome points, at which point I received a response that the welcome points had posted as well with the stay, with a breakdown of points for the stay (base, elite bonus and welcome). What was funny was that the point breakdown she sent me wasn’t for the stay I was inquiring about, and as far as I can tell, wasn’t for any stay I had for the past year +. It was almost like she had pulled up someone else’s account.

I gave up trying to follow up further though this channel.