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Keep an eye on your points totals for missing stays! (Dec 2017)
I emailed about a missing stay from last week and the HHonors Customer Care replied in about 10 minutes(!) The agent said the stay posted correctly. I replied stating that the credit and points shown online and on the app don’t reflect that. I received another reply reply shortly thereafter stating: ”We are aware of the issue and our technical team is working on the resolution. The missing information will be reflected properly on your Hilton Honors account as soon as possible. Please rest assured that this issue is not affecting your Points balance, and the current amount reflected on your account is accurate.” I disagree with that last sentence, but it may take a day or two to double check. |
Points missing from HH Shop to Earn Mall
I made a purchase via the portal about 3 months ago, but the points have yet to show up.
Is there a way to tell if the points are "pending" or simply lost? |
Originally Posted by caseminole
(Post 29497827)
I made a purchase via the portal about 3 months ago, but the points have yet to show up.
Is there a way to tell if the points are "pending" or simply lost? Based on experience, I can definitely say that some merchants credit points faster than others. The average time from making a purchase to receiving points is about 1 month, but recently I had a transaction that took about 3 months to credit. I hope this information is useful. If you have any other questions, please feel free to ask! |
I bought something from Home Depot on December 13. It took EXACTLY 90 days for my points to post (March 14). You are not supposed to contact them until 90 days is up. Everything I buy via Walmart/HHPortal usually posts within 3-4 days. I am sitting on a TurboTax purchase to see how long it takes it to go through - currently about a month.
Personally I prefer the Delta SkyMiles shopping portal - it goes through within a day or two and is very reliable. I only use the Hilton one when a) vendor not available on Delta's portal, or b) I know I need Hilton points but I have a looong time to earn them. It's not a great portal site. |
Thanks for the advice.
Unfortunately, the purchase isnt included there. No idea why. It was < $5 Not that big of a deal, I will make another one, and screen shot the screen showing that last purchase for proof. |
Missing Almost 200K Points from Amex
I had an offer on my Aspire account to add authorized users and meet the necessary spend, which I did, and that was supposed to net me 20,000 points. In addition I also signed up for the American Express Hilton business card with 100,000 point sign-up bonus. I contacted American Express and they told me they sent Hilton the points, but the points never made their way to my HHonors account I have no idea why. I spoke to Hilton, and Hilton said they were opening an investigation. I spoke to them again today and they said they closed the investigation, and didn’t do anything. This is absurd and now is getting annoying. I spoke to American Express and they said “Because in march, we have credited 23,666 points (including 20,000 bonus for adding user) and 115,588 points (including 100,000 points for opening new card account).” So now I’m stuck in limbo and don’t know what to do. I’ve contacted everyone I can think of and I don’t know what else to do. |
Amex won't open an investigation? Have you checked both accounts for fraudulent use? Check recent redemptions or searches (not sure if this is possible with HH).
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Originally Posted by LondonElite
(Post 29663044)
Amex won't open an investigation? Have you checked both accounts for fraudulent use? Check recent redemptions or searches (not sure if this is possible with HH).
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In that case I'm sure it will be sorted out in time. They should get in touch with HH to confirm transfer.
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It’s funny you should bring up time as it’s approaching six weeks of trying to get this straightened out. It’s been tirelessly frustrating.
The good news is the Hilton twitter team just said they were crediting the business card points of 115,588 which will credit in three days. The customer service from both companies has been atrocious as each company keeps telling me to go to the other to figure out what’s going on as their associates do not want to deal with it. Luckily today I got a nice Amex associate who opened the investigation. But I am still missing the 23,666, who the Hilton twitter team is saying I’m only allowed to earn points on one card. What?? |
I feel your pain...
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Have you checked to make sure they didn't assign you a "new" Honors number when you opened the new accounts? They have done that to several people, and the points are sitting in an account you don't even know about. EVEN IF you gave them your existing Honors number when you applied, it has happened.
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Interaction between Amex and Hilton is a mess. There's a thread right now on the AMEX board about people not getting their referral bonuses -- the points show up on the AMEX statement, but AMEX doesn't actually send them to HH. It's not clear yet if it's just a long delay (the terms say 8-10 weeks), or if the points are vanishing into the ether. People report similar problems with both programs saying to contact the other. Sounds to me like the issue is on the AMEX end.
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yep happened to me as well. very frustrating.
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Originally Posted by nlkm9
(Post 29664542)
yep happened to me as well. very frustrating.
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My Hilton Aspire card showed I earned 178k+ points last statement. It´s been almost 3 weeks. Called Amex, and they said to check with Hilton. Called hilton and they said they don´t see anything from their end. It´s wild goose chasing with these two. Don´t know how to track them down.
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Someone claiming to be from Hilton reached out to me on here thru PM. I assumed it was legitimate and only provided them my HHonors number. My guess is that it actually is a problem from Hilton’s end because when I speak to American Express they tell me the dates they sent the HHonors points, and the amount of points they sent to Hilton. Why they aren’t credited to my HHonors account I do not know, which is why I put most of the blame on Hilton. It’s not a case of two different HHonors numbers because I already dealt with that two years ago, and made sure I had only one number on my credit card accounts.
In any case, I think I made some headway because I got a bunch of phone calls from higher ups today from executive offices. Obviously it was Friday so not much was done, but it appeared they were going to be doing something next week. The email addresses I used to get this escalated were [email protected], [email protected], and [email protected] good luck |
Apparently someone in an American Express executive office whose been really nice to me told me I’m not alone. It’s a problem system-wide where people are having to wait 6-8 weeks for their points to credit. I don’t know why? Perhaps people were committing fraud and running up large balances and then getting the points and refunding things.
They told me i should see my points by June or July so that seemed like the only logical explanation to me me that people are committing fraud and getting inflated Hilton points and refunding. . |
Got some of the miles credited, but still 25,000+23,666 short.
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Did they reach out (phone, email) to let you know, or did some points just show up in your account? I’m waiting too. Thanks!
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Yes emailed and called a bunch of offices to get people to help and it worked... at least somewhat.
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Base points missing but bonus points posting?
I had a stay two weeks ago which is showing on my stay history, but there are 0 base points and 0 diamond bonus, but there are 2000 points for the 2019 Points Unlimited Bonus and also 1000 diamond my way bonus points. The same thing is showing for a stay a couple of days ago, does anyone know why this might be? They were normal bookings made during the sale so should be points earning.
I submitted a missing stay form last week but havent had any response yet. |
assume it definitely wasn't an award stay ?
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Despite the general unhelpfulness of the email customer service (both IME and as reported here in other threads), I sent them an email about a recent stay which didn't credit properly and they credited the right amount of points within a few hours.
I also emailed the hotel a few days before emailing Hilton directly - the hotel replied after Hilton did, so it's possible that the hotel actually took a few days to fix it, and it was coincidental that I emailed Hilton at the same time |
I have a stay from a month ago that shows up as a past stay with zero points of any kind earned, even though it was a normal paid stay booked through the hilton web site and paid on a hilton aspire card. Submitted the usual missing stay form that says will take up to a week for the points to show up, and a week later nothing at all. |
Missing Diamond bonus and welcome points
I’ve never encountered this before hence wish to check if it’s normal. I just stayed at a Hilton hotel. Normally when the stay posts it will post together with the 100% Diamond bonus and 1,000 welcome points. But this stay was missing both. Is it normal? I would’ve thought everything is posted automatically based on one’s status? What is the best way of getting the missing points regularised? Email or call? |
I usually find that calling is fastest.
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Twitter DM is by far the fastest and most likely to resolve your issue. |
Funny. Just had this happen to me. Stay Hilton Colombo. Missing diamond points and myway 1000 bonus. Emailed diamond desk. Within literally 15 minutes, I had an email back from the desk confirming the correct points are now in.
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It looks like IT issues again. I had two stays last weekend - Friday night posted fine, but Saturday missing the 100% bonus and 1000 myway bonus points. I submitted a form on Monday and no reply.
I'll give it a few more days then email the diamond desk as they are usually very quick to respond as was the experience of Penguinmoon. |
No points posted for recent stay— be patient? Or request missing points?
My wife and I (and our baby) just completed 5 nights at Hawaiian Village. The first 3 nights were revenue nights (AAA rate), the last 2 were awards. We contacted the reservation dept to link the reservations so we stayed in the same room, but they maintained their own confirmation numbers. We checked in on 4/23 and out on 4/28, and on the (Diamond) account today we see the 2 stays. Both stays show 0 points earned. The receipts clearly show the proper expenses, including restaurant charges and resort fees. Do the stays show up before the points do? I don’t remember ever running into this scenario before (stay shows up but 0 points), but maybe I don’t usually check the account so soon. Wait? Or request missing points now? |
Give it another day or so.
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As above, give it a couple of days. My stays often initially show with nothing and a day or three later the points show up.
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I have the same issue from a stay on April 19.
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Originally Posted by flyme2
(Post 31060949)
I have the same issue from a stay on April 19.
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Give it a Week from Check Out
Originally Posted by DaveInLA
(Post 31058142)
My wife and I (and our baby) just completed 5 nights at Hawaiian Village. The first 3 nights were revenue nights (AAA rate), the last 2 were awards. We contacted the reservation dept to link the reservations so we stayed in the same room, but they maintained their own confirmation numbers. We checked in on 4/23 and out on 4/28, and on the (Diamond) account today we see the 2 stays. Both stays show 0 points earned. The receipts clearly show the proper expenses, including restaurant charges and resort fees. Do the stays show up before the points do? I don’t remember ever running into this scenario before (stay shows up but 0 points), but maybe I don’t usually check the account so soon. Wait? Or request missing points now? By the way, I hope you had a pleasant stay in Hawaii! 😀 |
My experience is that if points don't show up within 2 days of check-out (excluding weekends), they won't.
You still have to wait about 7 calendar days before anyone will do anything about it, but once those have passed, filing a claim or emailing the DD will get your points quickly. |
Thanks for the replies! We checked our 5 days ago so I’ll contact them next week. I have the DD’s phone number but not their email. Can anybody share that? I always prefer to email. |
Originally Posted by DaveInLA
(Post 31061722)
points still haven’t posted? |
Diamond email is no longer functional. In the past, you’d get an auto reply with a case number and usually a resolution in 48-72 hours. Now, no auto response and no replies. I’ve emailed twice regarding missing points in the last month and have not received a response. I called the Diamond line and made sure to not select “reservations” and immediately received help. The last time I called the diamond line and selected reservations, the agent badly messed up the booking requiring two additional callbacks. I assume by selecting reservations, your call is routed to the regular reservation line. |
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