Originally Posted by erdoran

I hope this is the correct place to ask this?

I have an Amex Hhonors Surpass card which is supposed to give 12x points on Hilton charges. I made a reservation at SAii Lagoon Maldives, Hilton Curio Collection through the Hilton portal, using this card. The hotel immediately charged me a 25% deposit, which is fine, not an issue. The charge shows as IOLPAY Hilton Saii Lagoon. I only received 3x points for this. I called AMEX who agreed I should have 12x points, but because the hotel uses a third party payment processing company they claim they can't fix it. I called Hilton customer service and after being transferred 3x the last rep first told me to call the hotel to fix it, then put in a ticket to corporate - who bounced it to the hotel. I replied to the hotel's email clearly stating the problem, but not sure what they can do.
My thought (which I stated in the email to the hotel) is that corporate could just give me the missing 9x points as a "customer service bonus", and then after my stay, they do the same with whatever my final hotel charge is. I'm waiting to hear back from the hotel.

I'm having a hard time believing I'm the first Hilton Amex customer who has had this problem. Wondering if this has happened to others, and how it was resolved? TIA