Well good luck. I have a stay showing up on my account activity where the hotel was unable to issue a bill on check out due to computer issues but promised to email and they still will not issue credit until I send them the invoice which I don't have.


:td:

Welcome to Flyertalk

I would guess the system was confused when it saw both a paid portion and a prepaid portion of the same stay (they would have merged it into one stay). How was the prepaid stay represented on your folio? If the total on the folio was just the $1,393 that's what they based the points on, instead of that plus the prepaid stay.

If the prepaid is not included submit a missing points request, outlining what happened. Depending on who gets it, they may ignore everything and think you want credit for two stays and not even see you want the points for the prepaid portion, so don't be shocked if you get that response and have to request the points only again.

At this point, you should file a missing stay request with Hilton. They will contact the hotel to ask: "Did this guest stay check out on that day, and if so, how much were his charges?" The hotel can hardly tell Hilton: "We don't know!"

I did and they said that I still have to prove it myself. Thats what they call service. :td:

Aha, thanks Points Scrounger, the tax aspect, and the merging of multiple bookings into a single stay makes it all clear. Turns out that the tax on the first booking was almost exactly the same as the cost of the room on the second; add up the room rates and a couple of restaurant bills and I get exactly the 1393 posted.

I'll have to mull over whether appealing for those 5000 weekend points is worth risking the variable miles being reassigned to the fixed 500 during the investigation; I was aware of the fiddly timing of switching double-dip options for consecutive bookings, but was under the impression that a check out ended a stay and started a new one. Lesson learnt for next time: for an extra night (and such points shenanigans), decamp to somewhere nearby!

Glad to have been of help, Doc. If I were my stay, I'd leave the matter alone. I had a back-to-back stay at a Doubletree recently where I did get an extra "welcome cookie" (that brand hands out fresh baked chocolate chip ones) for my second stay when I went to see about having my room key re-authorized :).

Unexplained Cancelled Booking, Missing Points
 

Back in December I made a points booking at the Hilton Stockholm Slussen for the coming Easter weekend. However, when trying to arrange award flights I could only get a return on Tuesday 10th, so I needed to extend the hotel stay.

The booking system would not allow me to amend the existing booking, so I had to rebook and cancel the original. So far all fine, points refunded for cancelled stay, rebooked stay all looking good.

Then last month I decided to make another amendment, with a view to booking a club level room. Again, same process but all seemed fine - until today when I checked the status of my account, only to discover that my Stockholm booking has disappeared, and what's more the points for it are still not in my account. The other cancellations resulted in email confirmations, but I didn't get one for this - and I certainly didn't cancel it.

I called Hhonors this morning as soon as I discovered the problem and was told they would look into it and someone would call me back. Didn't happen! Also no response to an email I sent (though I did get an acknowledgement for that). In the meantime I now don't have sufficient points to rebook, and even of I did, the hotel also appears to be flagging as having no award availability over Easter now.

Anyone else had similar experiences? I am beginning to suspect I've been bumped in favour of some event or function. Is this any way to treat a diamond member?

I assume you still have the e'mail with the confirmation number. Call the hotel directly and confirm your reservation.

It is true that a few disreputable hotels cancel reservations and claim they overbooked, but I doubt that is the problem.

There have been a lot of problems with hilton.com and I've read other reports of missing points, etc. I suspect this is not malicious and just a computer glitch.

OTOH, the people manning the Hilton phone line aren't always helpful. If you get someone who isn't helping, the advice is to hang up and call again. See this current thread

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Hilton's new motto: we are an equal opportunity employer. Why should only the smart people get to program websites?

Thanks for that - however the Hilton Stockholm beat me to it - I had an email saying they'd seen my post on flyertalk, were investigating and would resolve it for me. Now that's more like it. I have had some email from hh also, but nothing as helpful as the hotel CSM, though they have credited me 3K hh points. I'm still missing the [large amount of] miles for the booking though.

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Yep. Entire hh site is down atm with "technical problems".

Thanks for the advice, appreciated.

Customer Service - Missing Points
 

Long story but I needed to book 8 rooms for 6 nights at a Hampton (7 overseas customers plus me), so I called the hotel and spoke to the GM. He informed me that I needed to us the Group Booking tool on the website to receive credit for all the rooms.

I used the tool on the website to book the block of rooms under my Diamond number and then proceeded to attempt to fill in the names for the people staying under the Group booking. The website repeatedly failed to save the names so I forwarded the list to him and he told me he would enter them manually. All good.

We show up at the hotel a week later and, lo and behold, no reservation! Hes not working that day but the young lady at the front desk sets us up in rooms for the week and says she'll speak to the GM about getting the record straightened out. I went to the front desk twice during the stay but he was never available.

Fast forward two weeks and I've received credit for one room only so I begin a long series of emails with Customer Service who inform me that I will not be getting credit for the other rooms becasue I didnt make a Group Booking. I forward the emails from the GM and they agree to credit me 40K points for $6K worth of charges and emailed me the following:

"Going forward, please note for members requiring more than 2 rooms, the Hilton HHonors Program offers an Event/Meeting Planner bonus program, for Meeting or Event Planners that extends bonus points or miles for multiple rooms booked at a participating hotel."

I then made another trip booking two rooms at two separate hotels for the following week. I made both reservations for two rooms, one folio. When the stays posted on my account I only received credit for onw room each stay so I contact Customer Service.

"As you know, you may earn Base point credit for up to two rooms per stay, if all eligible charges for both rooms are paid on one folio.

We apologize that credit for the second room does not automatically post. This is due to the hotel issuing a separate folio for each room. The first room will post, but our system sees the second room as a duplicate of the first and rejects is as such. We are working to improve our service in this area and hope to have a fix for this issue very soon."


Its been two weeks and still no credit for the second rooms, so I emailed again yesterday.

Should I continue to push them on the Group Booking credit or cut my losses? I don't have much experience with negotiating for points at HHonors.

The HHonors website is virtually worthless IMO. I have to constantly log in, it never remembers my AAA # and its so slow. I'm seriously considering moving my entire sales team (5 Diamonds and 3 Gold) to Marriott in 2013 if these probelems keep plaguing HHonors.

These problems have been around for ages, and they have no desire to fix them. If not entering your AAA number each time is a dealbreaker, you should move to another program.

Nope its not a dealbreaker, just indicative of how screwed up their IT infrastructure must be IMO. My real gripe is with poor customer service from first a hotel GM and then HHonors while I tried to fix their issues.

I have the same issues. I typically travel with a colleague and I make the reservations. She doesn't care about points so I credit them to my account. Every single time when booking I put in the comments to please put both rooms on the same folio. I had 22 stays last year and it wasn't done even once. So I then have to wait a few days for the points to post, download both folios and send an e-mail to the Gold Desk to get credit for the second room. It's a horrible system that creates more work for both myself and their CSRs.

Do you ask at check-in for both rooms to be on one folio?

50000 points missing from account
 

Logged onto my account last week and noticed that I had only 4000 points (which posted from a recent stay). I am missing the 50000 points that were in my account previously with no record of them ever being redeemed. I called them and they are looking into it over the next "7-14 business days". Anyone ever have this happen to them???

Thanks