Originally Posted by tomaatje

GHA_Insider I'm usually careful with accusations like that, but this whole new Discovery program seems to be one big unmanaged circus where no one is laughing.

I stayed at an NH hotel almost two weeks ago. Booked directly on the GHA app, credit card guaranteed, paid at the front desk at check-in. At check-out I made sure my Discovery member number was entered correctly in the system, which they confirmed. After a couple of days still no points/night, and the booking now shows 'ineligible rate' (even though I have a booking conformation WITH the number of eligible nights and points).

I e-mailed [email protected] about it more than a week ago, still no response. In the meantime I contacted the hotel to get an invoice (which they sent me) and filed a missing stay claim yesterday. The response to that claim I got today was just unbelievable:

"The requested stay could not be added to your account. Our records indicate the stay was already credited to another member. Please contact GHA DISCOVERY Customer Care at [email protected] if you require further assistance."

Please, tell us, how much does it take to have the nights and points registered correctly? Do I have to cast a spell of do a dance at check-in? The GHA DISCOVERY Customer Care still hasn't responded to my first e-mail. The stay has been visible in my account from the beginning, and yet something goes wrong.

I'm seriously considering cancelling all of my future stays at GHA hotels this year (4 different stays), because I'm tired of TRYING to contact the customer service. Mistakes and issues can happen, but it shouldn't be such a hurdle to resolve simple issues.