Consolidated "Points Posting Problems: Points Missing, Delayed or Not Posting" thread
Oct 10, 2022 | 9:45 pm
#421
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 16,680
From the Hilton Honors terms and conditions:
[Emphasis added]
There terms have been there for some time. For your direct billing situation it comes down to whether (1) you were part of a group (not eligible for points), (2) the hotel bill was direct billed and someone at your company is responsible for authorizing the charges (not eligible for points), or (3) the hotel bill was direct billed but you are responsible for authorizing the charges (eligible for points).
See also:
Can I collect a stay if my company has booked and paid
Night/Stay/Points credit for part of a group booking?
Earning points when someone else pays?
Hotel paid for by company. Points?
Hilton points ONLY if you are the payer
...To earn Hilton Honors Points or credit toward tier status for hotel stays, a Member must be a registered, paying and staying guest at a participating hotel within the Hilton Portfolio and meet all of the conditions described herein. Members may also earn Hilton Honors Points for eligible charges to Hilton Honors credit cards, a list of such credit cards is available here, subject to terms outlined in their Cardmember Agreement. See the Credit Card Terms and Conditions for additional details. Points may also be earned for other activities as designated by Hilton Honors from time to time.
...
A Member whose individual hotel bill is billed directly to a company and the Member is responsible for authorization for settlement at check-out is eligible for Hilton Honors Points as described herein. However, group master-billing arrangements where charges for multiple rooms are placed on one hotel bill and billed to a company or common address or settled at check-out by one individual are not eligible for Hilton Honors Points. Incidental charges (those charged to a Member's room) paid for directly by the Member at check-out are eligible for Point credit. Incidental charges billed to a master bill are not eligible for Point credit.
...
A Member whose individual hotel bill is billed directly to a company and the Member is responsible for authorization for settlement at check-out is eligible for Hilton Honors Points as described herein. However, group master-billing arrangements where charges for multiple rooms are placed on one hotel bill and billed to a company or common address or settled at check-out by one individual are not eligible for Hilton Honors Points. Incidental charges (those charged to a Member's room) paid for directly by the Member at check-out are eligible for Point credit. Incidental charges billed to a master bill are not eligible for Point credit.
There terms have been there for some time. For your direct billing situation it comes down to whether (1) you were part of a group (not eligible for points), (2) the hotel bill was direct billed and someone at your company is responsible for authorizing the charges (not eligible for points), or (3) the hotel bill was direct billed but you are responsible for authorizing the charges (eligible for points).
See also:
Can I collect a stay if my company has booked and paid
Night/Stay/Points credit for part of a group booking?
Earning points when someone else pays?
Hotel paid for by company. Points?
Hilton points ONLY if you are the payer
Oct 17, 2022 | 10:57 pm
#422
Join Date: Apr 2006
Programs: AA, AS, TZ, UA, Clipper, EZ-Link, Hop, Navigo, Octopus, Oyster
Posts: 440
Submitted two missing stay requests for the Conrad Midtown. Both were booked via Amex Fine Hotels and Resorts using the FHR website. One was prepaid, one was pay at hotel. Received the following reply for both reservations:
I've booked Conrad reservations using the Amex FHR website as recently as June of this year and I've never been told such stays are ineligible for Honors credit. Did something change or have I been lucking out for the past few years in getting points? If the note was in error I can probably call the Diamond Desk for help.
Dear Dieselbear,
Thank you for your recent correspondence regarding your stay for Confirmation number: nnnnnnnnnn at the Conrad New York Midtown from August 25, 2022 to August 28, 2022.
With regards to your inquiry, please be advised that this particular hotel stay does not qualify for Hilton Honors stay credit or point accrual due to the booking made through a third party website. As well, any incidental charges incurred during the stay do not qualify for points. For a complete list of all ineligible rates for the Honors program please visit our website at www.HiltonHonors.com for more information.
To avoid further disappointment, we encourage you to make your future reservations through our Hilton website. This will not only guarantee you the lowest rates, but it will also ensure Hilton Honors credit is earned upon completion of the stay.
Thank you for your recent correspondence regarding your stay for Confirmation number: nnnnnnnnnn at the Conrad New York Midtown from August 25, 2022 to August 28, 2022.
With regards to your inquiry, please be advised that this particular hotel stay does not qualify for Hilton Honors stay credit or point accrual due to the booking made through a third party website. As well, any incidental charges incurred during the stay do not qualify for points. For a complete list of all ineligible rates for the Honors program please visit our website at www.HiltonHonors.com for more information.
To avoid further disappointment, we encourage you to make your future reservations through our Hilton website. This will not only guarantee you the lowest rates, but it will also ensure Hilton Honors credit is earned upon completion of the stay.
Oct 18, 2022 | 12:26 am
#423
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 3,077
Doesn't the FHR Website even have a space for you to enter in your HH number?
T&C indicate FHR does not earn HH points but history and past experience seem to indicate that FHR does.
Maybe contact FHR and try to get them to help.
T&C indicate FHR does not earn HH points but history and past experience seem to indicate that FHR does.
Maybe contact FHR and try to get them to help.
Oct 18, 2022 | 4:17 am
#424
Join Date: Jan 2003
Location: Scarsdale, NY USA; LT PLT AA; AA 3 mm (4 mm will never happen); Hilton Diamond, Marriott Silver, AA is clueless why I fly
Posts: 754
Submitted two missing stay requests for the Conrad Midtown. Both were booked via Amex Fine Hotels and Resorts using the FHR website. One was prepaid, one was pay at hotel. Received the following reply for both reservations:
I've booked Conrad reservations using the Amex FHR website as recently as June of this year and I've never been told such stays are ineligible for Honors credit. Did something change or have I been lucking out for the past few years in getting points? If the note was in error I can probably call the Diamond Desk for help.
I've booked Conrad reservations using the Amex FHR website as recently as June of this year and I've never been told such stays are ineligible for Honors credit. Did something change or have I been lucking out for the past few years in getting points? If the note was in error I can probably call the Diamond Desk for help.
Oct 18, 2022 | 4:20 am
#425
Join Date: Jan 2003
Location: Scarsdale, NY USA; LT PLT AA; AA 3 mm (4 mm will never happen); Hilton Diamond, Marriott Silver, AA is clueless why I fly
Posts: 754
I encountered the same issue a loooong time ago. Hilton doesn't consider credit for a stay if not directly booked with them. Ran into a similar issue with their claim to honor a lower price after you've booked. That too has to be for a price on THEIR website. 3rd party prices are not eligible for a price match.
Oct 18, 2022 | 11:08 pm
#426
Join Date: Apr 2006
Programs: AA, AS, TZ, UA, Clipper, EZ-Link, Hop, Navigo, Octopus, Oyster
Posts: 440
Spoke to FHR and they deferred to Hilton.
FWIW had a FHR-booked St. Regis stay post to my Bonvoy account this morning.
Will try the Diamond Desk tomorrow.
May 8, 2023 | 12:28 pm
#427
Join Date: Nov 2016
Posts: 853
Missing Points from Stay- Confirm Amount
I stayed at the Hilton Moorea Lagoon and Spa from 4/16-21. As of now, I am only showing 1000 points posted from the stay (Diamond MyWay bonus). The stay was booked through Hilton.com, and the upgrade was paid directly to the hotel, so I should be eligible for points from the booking and the upgrade.
I was also registered for the Honors Double Up & Explore Promotion, so I should get double points for the whole amount, as well.
The total spent for these two items was 688,670 XPF, the local currency for the hotel. As a Diamond member, I should get 20 points per $1 spent, and also, due to the promotion, 2x that amount, so I should be credited 40x points per dollar spent. 688,670 XPF to USD is roughly $6,330 USD, so this should amount to about 253,200 points credited to my account.
Is this math correct? I wanted to wait a few days before contacting Hilton about it, but since it has now been almost 3 weeks, I am going to send a missing stay request. I have my folio and receipt for the upgrade ready to send in, but wanted to make sure I was correct on the amount before contacting them.
I was also registered for the Honors Double Up & Explore Promotion, so I should get double points for the whole amount, as well.
The total spent for these two items was 688,670 XPF, the local currency for the hotel. As a Diamond member, I should get 20 points per $1 spent, and also, due to the promotion, 2x that amount, so I should be credited 40x points per dollar spent. 688,670 XPF to USD is roughly $6,330 USD, so this should amount to about 253,200 points credited to my account.
Is this math correct? I wanted to wait a few days before contacting Hilton about it, but since it has now been almost 3 weeks, I am going to send a missing stay request. I have my folio and receipt for the upgrade ready to send in, but wanted to make sure I was correct on the amount before contacting them.
Aug 17, 2023 | 6:08 am
#428
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
Missing AMEX Surpass Points
For years, my Hilton Amex spend bonus points were deposited into my Hilton account on the same day each month. Without fail, same day of the month, every month.
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
Aug 18, 2023 | 9:34 am
#429
Join Date: Aug 2023
Posts: 13
For years, my Hilton Amex spend bonus points were deposited into my Hilton account on the same day each month. Without fail, same day of the month, every month.
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they “sent” the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with “member services”. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they “sent” the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with “member services”. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
Aug 18, 2023 | 10:24 am
#430
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
I'm experiencing the same issue. This month, for the first time, my spend points have not posted to my Hilton account. I have yet to contact either AMEX or Hilton, but if others are experiencing this issue, perhaps there is a system-wide error? It's been a week since the points should have posted. Is there a way to get someone from Hilton who's on FT involved?
Aug 18, 2023 | 1:51 pm
#431
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
FWIW, I sent a general alert to our AMEX liaisons yesterday regarding this and I am sure they are looking into it. I'm leaving the office in a few minutes until next Wednesday, so we'll have to see how it looks when I return. If necessary, I would be glad to follow up on any specifics at that time.
Best regards,
William
Aug 18, 2023 | 3:40 pm
#432
Join Date: Oct 2008
Programs: US, CO, PC, SPG, Hyatt
Posts: 147
For years, my Hilton Amex spend bonus points were deposited into my Hilton account on the same day each month. Without fail, same day of the month, every month.
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
This month, the points never arrived. After 3 days, I contacted AMEX and they confirmed the number of Hilton points and they confirmed they sent the points to Hilton. They recommended I contact Hilton as the problem is on their end.
I waited another day and reached out to the Diamond Desk. The agent confirmed that she could see the issue and that her system showed no points for this month. She said this was outside of her expertise and opened a case with member services. She said to expect a reply in 48-72 hours.
Has anyone experienced anything like this?
Aug 20, 2023 | 8:12 am
#434
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,778
Just as an FYI, your tag sent no notification my way. More about that here.
FWIW, I sent a general alert to our AMEX liaisons yesterday regarding this and I am sure they are looking into it. I'm leaving the office in a few minutes until next Wednesday, so we'll have to see how it looks when I return. If necessary, I would be glad to follow up on any specifics at that time.
Best regards,
William
FWIW, I sent a general alert to our AMEX liaisons yesterday regarding this and I am sure they are looking into it. I'm leaving the office in a few minutes until next Wednesday, so we'll have to see how it looks when I return. If necessary, I would be glad to follow up on any specifics at that time.
Best regards,
William
The AMEX issue looks to be more widespread than isolated, as indicated by other posts in this thread.
I received my first email response from Hilton regarding this issue:
- They addressed me by the wrong name in the email.
- They indicated that there is no AMEX card linked to my Hilton Profile which is, of course, false.
- They also included a link in the email but the link pointed to an AMEX site advertising Hilton Honors Gold Status if I enroll in an AMEX Platinum card. Neither of which apply in this situation.
I've used this one Surpass card for years and there has been no changes to it, or my profile. I verified by checking my profile and payment method on the app and the desktop website.
Aug 20, 2023 | 7:57 pm
#435
Join Date: Aug 2023
Posts: 4
I'm glad I was able to find this forum since I am having the same issue with my August statement points not posting. The points have posted like clockwork 2 days after statement comes out in previous months. I too contacted American Express and they show they transferred my points. I then contacted Hilton but they seem to give me the runaround and gave me the response of no AMEX card linked to my Hilton profile. I told them that hasn't been a problem in the past so I figured the person didn't know what was going on. They said to give it 24-48 hours and my points should post after adding my Amex card to my profile. I'm hoping this gets resolved since I really don't want to waste time contacting them again.