I recently had a 2x points stay at the Boston Logan Hilton where I didn't receive my folio and also didn't receive my points in my Honors account. When I first contacted support via the website, after the 2 week waiting period, I received this response: "We are unable to process this request as the room rate paid is ineligible for Honors points, miles, stay/night credit as well as promotional bonuses". The rate types they went on to list were all rates using 3rd party sites such as Expedia. It took 3 follow-up emails to get the problem resolved.

As has been noted in this forum numerous times, use Twitter DM. Chat is useless.

Chasing points
 

I am so tired trying to get my points these days.
Why is it so difficult? It should be automatic.
Is Hilton's system deliberately making it difficult.?

Recently I asked for my points in a $400 night in LaGuardia NY. (Activity zero points according to my activity.. I mean how can a stay have 'zero points' ever??)
So, on email, the agent sent me a summary for points in Long Island, where I.v e never been'

I am so tired....

Why are you using email when advice provided in this forum consistently indicates that Xdm is by far the most efficient resolution channel? You’re just setting yourself up for frustration by doing things the old way.

Yep.

1. Twitter DM
2. Chat functionality on website
3. Call
.
.
.
z. Email.

Even the website has a “credit for missing stay” page. That is better than email.

Nothing worked.
Tried them all.

100% of my stays credit automatically and correctly. Anything unusual with your stays?

What is their reasoning for denying the points posting?

Missing points
 

I'm travelling a lot these days and getting tired of checking my account and seeing '0 Points' for a stay.
Then trying to call the hotel and CS and getting nowhere.

Is this just par for the course?
Best to give up?

Twitter is the best customer service outlet at the moment.

The chat function is passable.

Calling in is as bad as email support and should be avoided.

How often are you missing points? I have 60+ stays in the last 12 months and can’t think of a single time I’ve had to reach out about missing points.

Chat is awful. X is only viable contact option IME. You’re wasting your time calling the property or HH. I stay 1-3x a week and have no problems with points appearing at the latest midday of the day following checkout.

Send a mail to [email protected]

Two relevant questions

• Are you booking through an ineligible channel that doesn't earn points?
• Are you checking too soon after checkout before the points actually display?

Over the past couple of years, my points almost always appears the day after checking out. This wasn’t always the case in the past but it seems pretty consistent these days.

Anyone else experiencing a delay in receiving bonused AMEX spending?

For the October statement, I received the base points, bonused restaurant spending, but did not receive the bonused grocery store spending. I called AMEX and they said the points are "pending".

We received no points for the Aspire spend (statement closed 12 days ago). AmEx agent said that there were delays in posting of the points for many customers and that they did not know when the issue is going to be fixed.

Bunch of people commenting here:

https://www.flyertalk.com/forum/hilt...-benefits.html

Same issue on Surpass - statement closed on October 26 reflecting correct number of points, nothing did show up in Hilton account so far.

Same.

would like some help with situation

had a stay in SLC during Crowdstrike outage. Computers were "down" so they couldn't print a receipt but I received an emailed receipt later and all was correct.

points never posted. Account showed no stay. search for confirmation code returned nothing.

in august I requested missing points/stay and got a manual adjustment for proper amount, but no stay/night credit, which I don't care too much about. i also got an email confirming this.

Now I look again and it is gone. call the Diamond line and she says she can see it as a manual adjust, but I see nothing.

I looked in the app as well as from a desktop browser. I see all my points from stays and from credit cards. is there another filter I am supposed to apply/turn off so I can see this manual adjustment?

For 5+ years, I've always received my AMEX bonus points on the 13th of the month. First time there was a delay was earlier this year, and the delay lasted a few weeks.

For December, my points for regular spending and Hilton spending did not post. My points for car rental and restaurant spending did post.

Also, my cumulative points total did not reflect the AMEX bonus points posting.

DM'ed Hilton on X. Waiting on a response.

Is there still an issue with prepaid stays not posting? Had a prepaid stay recently and all I got was the bonus points.

Half my AMEX points didn't post this month.

Typically, I get a separate line item on my Hilton account for each category... AMEX spend, Hilton spend, rental car spend, restaurant spend.

This month, only the restaurant and AMEX points posted.

AMEX's response is "T&Cs state points can take up to 12 weeks to post."

None of my AMEX points have posted this month from my Surpass card, statement closed and paid in full over a week ago. AMEX says they sent the points over and are waiting for Hilton to accept them. Hilton rep couldn't give me any useful info and just opened a ticket, and said I would hear back from them in 5-7 business days.

Hilton refused to open a ticket for me until I waited the full 12 weeks they're allotted in the T&Cs.

Same issue with Aspire card for June statement. Points for Eligible Purchases posted correctly; bonus points for Hilton Honors Portfolio of Brands (>30K) have not. I called CS a week ago; rep transferred me to AMEX rep who saw the problem and advised the points were ready for "pickup" by Hilton. The AMEX rep "opened a case" but said the points are already available for transfer whenever Hilton requests them. Still nothing a week later.

Edit: Points have been transferred.

130k surpass SUB and 10k pts from cc spend have not posted yet from my statement that closed on 5/21.

The FNA for meeting the required spend has posted.

Do i really need to wait the full 12 weeks before amex will do anything?

Not sure if it's the new revenue management system, or the updated app, but I'm seeing points posted within hours of check-out now. Nice improvement!

The most recent revenue management system isn't really that new anymore and it has nothing to do with points posting. That's more from continued updates to PEP at the property level.