Consolidated "Points Posting Problems: Points Missing, Delayed or Not Posting" thread
May 1, 2019 | 7:29 pm
#391
Join Date: Sep 2012
Posts: 4,436
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 dont remember ever running into this scenario before (stay shows up but 0 points), but maybe I dont usually check the account so soon. Wait? Or request missing points now?
May 2, 2019 | 8:34 pm
#396
Join Date: Jul 2017
Location: Ohio
Programs: Hilton Diamond, Marriott Titanium, Hyatt Globalist, American Platinum, Southwest A-list
Posts: 98
Give it a Week from Check Out
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 dont remember ever running into this scenario before (stay shows up but 0 points), but maybe I dont usually check the account so soon. Wait? Or request missing points now?
By the way, I hope you had a pleasant stay in Hawaii! 😀
May 3, 2019 | 12:31 am
#397
Join Date: Sep 2012
Location: NW London and NW Sydney
Programs: BA Diamond, Hilton Bronze, A3 Diamond, IHG *G
Posts: 7,146
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.
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.
May 4, 2019 | 5:50 am
#400
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
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.
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.
May 4, 2019 | 10:42 pm
#401
Join Date: Sep 2012
Location: NW London and NW Sydney
Programs: BA Diamond, Hilton Bronze, A3 Diamond, IHG *G
Posts: 7,146
May 5, 2019 | 1:28 am
#402
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold for Life, TK Elite, HHonors Lifetime Diamond
Posts: 8,375
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.
May 5, 2019 | 10:35 am
#403
Join Date: Jan 2000
Location: ATL - DL Lifetime Diamond/3MM - HH Lifetime Diamond - Marriott Lifetime Plat
Posts: 3,150
May 5, 2019 | 11:12 am
#404
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold for Life, TK Elite, HHonors Lifetime Diamond
Posts: 8,375
May 9, 2019 | 4:33 pm
#405
Join Date: Mar 2017
Location: DCA; BDL
Programs: AA EXP; HH Diamond; SPG/Mar Platinum; UA Silver
Posts: 17
I had two stays (one from November 2018 and one from early this year) that had failed to post. I have submitted missing stay requests using the online form at least twice (it might have been three times). But I received no love from those attempts.
So, this morning I explained the situation in an email to the Diamond line ([email protected]), and attached relevant supporting data with the email (as I had done previously via the online form).
Hilton responded to me within about ONE HOUR from my submission of the email - both issues resolved. The missing points and the updated nights count were already resolved in my account when I logged in to check after seeing Hilton's response email in my inbox.
So, this morning I explained the situation in an email to the Diamond line ([email protected]), and attached relevant supporting data with the email (as I had done previously via the online form).
Hilton responded to me within about ONE HOUR from my submission of the email - both issues resolved. The missing points and the updated nights count were already resolved in my account when I logged in to check after seeing Hilton's response email in my inbox.