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?

points still haven’t posted?

Every once in a while, I run into a similar situation. Interestingly, another property in Hawaii TWICE, on two separate stays, failed to post points to my account. Whenever I contact the Diamond Desk about missing points, they always tell me to wait a week for the points to show up. Inevitably when the points don’t appear, I email the DD and include my confirmation number(s), dates of stay, and an attachment of the folio(s) in question. This method has always worked for me, and within a few hours the points and stay/night credit are properly adjusted. Give it a week, send the DD an email, and I’m sure you’ll get all the points, night and stay credit you are entitled to!

By the way, I hope you had a pleasant stay in Hawaii! 😀

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.

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.

I completed two stays recently and got zero points for both. Something is wrong with their systems. I filed the missing stay request but can’t understand why points stoped posting automatically last week.

Same here, last 3 stays show zero points.