Same happened to me. I e-mailed them and they posted the points. My experience is that most times you need to contact them.

Sometimes it's a buggy process. I stayed at Hilton Buenos Aires over a month ago, and in spite of filling out web-based missing stay request, nada.

(Also note HHonors will attempt denying any incidental expenses in hotels paid for with free stay certificates.:td:)

Thanks for the replies san888 and JDiver

I'm off the phone with Hilton Customer Care.
Hotel did not send the proper data for the credit to post I was told.
And although the 2 rooms were booked and paid under the same credit card due to the fact each room had different names on them (duh, It was updated when we handed the passports at check in) I'm being told I may not get points for both.
To be seen within 2 weeks when and if they credit. Come back as soon as it does to give details on it.


FWIW it was the Hilton Nuweiba Coral Resort

GBM

I staid at Hiltlon Phuket Resort. 2 paid night's and 2 award nights in march.
After 3 days some points I could find in my account. I phoned and send my Invoice by fax to Glasgow at march 30th. Nothing happened, no nights, no 500 LH miles no Q1 certification. At 9th april I send a fax again. Nothing news.
I send to HH an E-mail and got the correct points but now silver bonus and not gold bonus. And they answered, that miles are not for award nights. I answered again with my Invoice by mail that I've 2 paid nights so I still miss up to today Gold Bonus, 500 miles and Q1 promotion. This is the third time that I've problems with HH. The last 2 problems I stopped to get the correct points after a lot of E-mails, phones etc. But now I want to get the Q1 award certification. I love SPG, 1 Fax and 24 hours later everything is correct.

I've had issues with hotels that I asked to put two rooms on one Folio - and then didn't do that. HHonors customer service has been able to help me with that several times - though it might be trickier with the two names, I would persist, as the hotel updated the records with passport data and then did not put it on one folio. IMO, the fact both rooms were paid with the same card is a very good point, and the points for both rooms will be useful (you still only get night / stay credit for one room, of course).

Missing Points
 

I just logged into my account to make some reservations, which I do almost daily There are approximately 100k points that have vanished from my account overnight. A call to the Diamond Desk didn't help, they said it will take their IT department 5 days to "research the issue."

I've been Diamond for about 5 years and for the most part haven't had issues, but if this does not get resolved, I will not be sticking with Hilton.

Hilton is not what they were anymore !!
They charged more than the bill, They forget to put the points into the honors account, and also delete points from customers accounts...
I dont know what happening with them but it seriously start to getting on my nerve!

hilton has been having some problems with their servers as of late....don't know if the op's problem is related to that....in any case i would be very surprised if you don't get your points back....

Stay posted, but points missing?
 

I've had missing stays before that had to be resolved with the Diamond Desk, but this is a new one on me. I have a stay posted from last week, however I didn't get any points posted at all. And where you can normally click on the efolio receipt, it just says, "Not available" in that block.

This is a new one on me. Anyone else ever see this? I'm assuming that a call to the DD will get it cleared up. It just seems odd that a stay posted with no points.

Happened to me when I had stays at 2 hotels in the same time. Call DD and see if/how they can help.

[Deleted... Wrong board! Sorry about that.]

The only time this happened to me was on a one-night award stay at Hilton Frankfurt. I spent nothing at the hotel so my folio was 0.0 at check out. The stay did count but, with a 0.0 folio, I got no points...

Was this a straight booking (as opposed to 3rd party) or award stay with a non-zero folio? If so, I'd call DD.

Nope.. I book all my own rooms over the HHonors website while logged into my account. I had another stay the next night in the same town at a different property and as usual the stay and points posted within 48 hours. This one still hasn't posted points as of this morning, but strangely enough the efolio is available now, and matches the receipt that I got slid under my door in the middle of the night.

Definitely need to call the DD on this one. The points should be there by now.

This happens to me a lot. Usually I call the DD, and they either fix it or tell me to fax the folio to them.

I had it happen once on a paid stay - I believe I sent in a missing stay credit explaining about the points in the comments section.

Missing "My Way" Points
 

What is the deal with HHonors not posting the My Way bonus points properly?

I haven't been paying close attention to this but realized a couple days ago that out of about 35 HI stays this year, only 17 had posted the 250 My Way points.

All my other My Way bonuses post regularly, but the ones for HI are all hit and miss.

How hard is it to post them each time? It gets old calling the Diamond Desk on a weekly basis trying to clear up simple stuff like this.

Were any of these stays at the HI's reward stays?

Any that are would not ordinarily be eligible for points at all.

If there are any eligible revenue stays you may need to take this up with Customer care.

I've gotten the 250 points on every Hampton stay this year.

Me, too. Although I just checked spouse's HH account and freaked out a little bit, until I realized he's still Silver and not entitled to the 250-point HI bonus...

No reward stays. I try to avoid HI for reward stays if possible.

And shortly after I posted this I got a response back from hhonors customer care and they had immediately corrected the missing stays.

Missing gold by 4k points, any leeway from Hilton in the past?
 

Been Gold or Diamond for several years. This year I'm goiing to be a bit shy, ending the year at about 55,800 points, 11 stays, 28 nights. Does anyone have any experience with Hilton showing some flexibility on the Gold renewal?

Otherwise, it's back to silver for me. Not too bad for domestic, horrible for international though (although my travel pattern for next year is way up in the air due to some major work changes :( No stability at this point.

Deleted-Bad info-Dead offer-should follow John Wayne's advice.

links is deads sorry.

Except it no longer works.... there are other easy ways to get Gold though...

Bob H

I don't think they will give it to you for being close.

If you don't want to get a room before the end of the year and get the points, they will probably offer you a challenge once you drop back to silver, some amount of stays or nights or whatever in 90 days to give you status to the end of the year.

If you have a bunch of stays upcoming, they might be willing to help. No guarantee, expect anything as a gift.

Thanks all. About what I expected. I'm less concerned with losing gold as I'll be with my UA 1P status (I'm about 1200 miles shy right now due to a last minute cancelled business flight). :(

If anyone wishes to share any uber secret gold methods for after March, please feel free to PM me ;)

Missing points: 1 hotel, 2 stays, over 2 years and 3 deals... help?
 

Hey folks,
Started using HHonors last month for a series of Hilton bookings, so apologies in advance if I'm not up to speed with all the terminology and technicalities yet. Anyway, as far as I can tell I'm missing some points, but I figure I should work out how many before I contact them.

I had a booking for 31st Dec 2011 - 9th Jan 2012, organised by a conference and with a discounted rate through them that lead to a total bill of $1381.76. Since I prefered to fly out a day later, I then checked back in to the same hotel (ended up with the same room!) on the 9th for a 1 night stay, which I had paid in advance, total $204.87. My double dip setting was points and variable miles for the long stay, changed to points and fixed miles on the afternoon of the 10th.

Both bookings are now in the efolio, and the account summary sidebar is showing me as a silver with 10 nights stayed, which could only be the case if they've logged both the night of the 31st (kind of them!) and the second stay on the 9th, which suggests they've processed both of these bookings. However, my HHonors activity is only listing:

2011 Q4 PICK OFFER - Hilton Boston Back Bay 13,930 0 11-Jan-2012
Base Points - Hilton Boston Back Bay 13,930 0 11-Jan-2012
2012 Q1 SYSTEMWIDE OFFER - 1K POINTS - Hilton Boston Back Bay 9,000 0 11-Jan-2012
BA DOUBLE DIP - Hilton Boston Back Bay 0 1,393 11-Jan-2012

So, my questions are:

*How have I ended up with 13930 base points for the $1381 stay?
*Shouldn't I also have base points (2050?) for the one night stay? Or would that be ineligible since I paid for it back in 2011? Either way, shouldn't there should be some BA miles (erm, avios) assigned for that?
*Would the night of the 31st be eligible for the 1K 'more points' offer - in which case, I should also be entitled to another thousand for the 9th, or do they aggregate points across stays, in which case this is the (correct) assignment for nights of 1st-8th on first booking then the 9th on the second?
*Since I'm signed up for 'more points', shouldn't the 5K bonus have been triggered by the weekend of the 7th-8th? Or does it apply /only/ if you specifically stayed for a weekend, rather than happening to cover one in a longer break?
*How on earth did I end up with Q4 2011 bonus points for a Q1 2012 stay?

Any insight would be much appreciated!

A stay is defined as consecutive nights. even though you checked out and then back in it was the same hotel so considered one stay. You will only get one bonus of anything for a single stay. I am sure the system defaulted to the last setting on your account for any earnings style.

You earn 10 points per $ spent that is why you have 13,000 points for the stay.

If you think you are missing points then look at the folio and see if the last night was factored in. if not the simply put in a missing stay request for the prepaid night.

The Q4 bonus was probably triggered because you checked in during 2011.

Let me see if I can break down your concerns ...

Assuming the "amounts paid" you reported were net-after-taxes, base points are given on room rate booked before taxes; however, taxes and tip are included for points on incidental charges. So, if you paid $1,393 before taxes for the long stay and your last night, the points are correct.
I suppose New Years Eve did not end up qualifying for the Q1 2012 promo, so no 1000 points for it. The Q4 bonus was set up to allow for stays with check-ins in 2011 to be qualifying, that's how you got those double points.
The 5K weekend may, indeed, have gotten lost in the shuffle.

Finally ... you were VERY lucky to have received those variable BA miles! A back-to-back stay at the same property is one stay, regardless of checkout between. You should have gotten a flat 500 miles for the whole 10 nights instead for re-setting your earnings preference!

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

----------------------

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.

----------------------
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.