Can you still book into late 2014/2015 with points or did they fix it?
Jun 3, 2013, 7:49 pm
#121
Join Date: Jan 2011
Posts: 281
Resolution:
So after researching this thing further, I put a call in to HHonors and was transferred to the diamond desk (who I presume is the most capable at handling these issues) and asked them to help me verify what was happening. They confirmed that my reservation was beyond the valid dates of the AXON awards I had redeemed. After a lengthy hold, I was told that my best course of action was to call back 365 days out and ask them to reconfirm it (and I suppose 'reset the clock' on the certificates). I asked if this was a standard thing, or if it was going to be a crapshoot and up to an agent's discretion. At this point, they said "I don't know" and sent me to a supervisor.
The supervisor didn't seem to be very aware of the AXON certificates, but nevertheless said he was opening a case to request that HHonors member services work with the HHonors desk to get the certificate extended and absorb any potential increase in points required. He indicated that it was an issue with their agents for allowing a reservation >1yr with expiring certificates and offered an apology for the hassle of getting this cleared up. ^
I got an email from the supervisor along with the case number, so I'm feeling better about this now.
Please forgive the length of this post, but wanted to accurately reflect the process that I went through in case it should prove helpful to anyone else out there in a similar situation.
So after researching this thing further, I put a call in to HHonors and was transferred to the diamond desk (who I presume is the most capable at handling these issues) and asked them to help me verify what was happening. They confirmed that my reservation was beyond the valid dates of the AXON awards I had redeemed. After a lengthy hold, I was told that my best course of action was to call back 365 days out and ask them to reconfirm it (and I suppose 'reset the clock' on the certificates). I asked if this was a standard thing, or if it was going to be a crapshoot and up to an agent's discretion. At this point, they said "I don't know" and sent me to a supervisor.
The supervisor didn't seem to be very aware of the AXON certificates, but nevertheless said he was opening a case to request that HHonors member services work with the HHonors desk to get the certificate extended and absorb any potential increase in points required. He indicated that it was an issue with their agents for allowing a reservation >1yr with expiring certificates and offered an apology for the hassle of getting this cleared up. ^
I got an email from the supervisor along with the case number, so I'm feeling better about this now.
Please forgive the length of this post, but wanted to accurately reflect the process that I went through in case it should prove helpful to anyone else out there in a similar situation.
According to the original case opened, today was when I was supposed to hear back from Hilton regarding the extension of these certifications. After hearing nothing, I decided to call them up and proactively manage the situation. I ended up speaking with a HHonors supervisor who saw the original case and agreed with its intent. This supervisor told me that it would have to be handled by 'guest services.' She stated that she had opened a new case number, marked it with the highest priority and sent it over to guest services for resolution.
I should now hear back within 5-7 business days.
While I'm appreciative of the efforts being made on my behalf of HHonors, I'm a little concerned that this is taking so long to get to the bottom of. Each time I call, I have to go through multiple layers of agents, who all refer to some other department to resolve the underlying issue. I'm still hopeful that this comes to a successful resolution, but am concerned that I'm being passed around the Hilton corporate structure.
Will post another update when I hear back from member services, hopefully within the stated 5-7 business days.
Jun 5, 2013, 9:34 pm
#123
Join Date: Aug 2008
Programs: AA EXP, HHonours Diamond, Marriott Platinum, Hyatt GP Diamond, SPG Platinum
Posts: 178
I made two AXON bookings before devaluation, one for a stay within a year, one for beyond a year. But I didn't receive any certificate by email for these reservations, I only received the confirmation (I searched very carefully in my inbox). Should I call to ask about them?
This just makes me wonder, if I didn't come on this forum to read, how on earth am I supposed to know I need to show these certificates upon checking in, when the diamond desk agent didn't tell me anything about them and happily "confirmed" my reservations?!
This just makes me wonder, if I didn't come on this forum to read, how on earth am I supposed to know I need to show these certificates upon checking in, when the diamond desk agent didn't tell me anything about them and happily "confirmed" my reservations?!
Jun 6, 2013, 8:50 am
#124
Join Date: Feb 2006
Programs: HH diamond
Posts: 2,646
I made two AXON bookings before devaluation, one for a stay within a year, one for beyond a year. But I didn't receive any certificate by email for these reservations, I only received the confirmation (I searched very carefully in my inbox). Should I call to ask about them?
This just makes me wonder, if I didn't come on this forum to read, how on earth am I supposed to know I need to show these certificates upon checking in, when the diamond desk agent didn't tell me anything about them and happily "confirmed" my reservations?!
This just makes me wonder, if I didn't come on this forum to read, how on earth am I supposed to know I need to show these certificates upon checking in, when the diamond desk agent didn't tell me anything about them and happily "confirmed" my reservations?!
If you cannot find your certificate (or more likely, deleted it thinking you had duplicate emails), call and have them resent.
If you have an expired certificate at the time of your stay, you will have to have another form of payment for your hotel stay. It's no different than showing up with an expired credit card. You still have have some form of payment.
If your hotel has not changed categories (or even dropped), you can cancel the current AXONs and have them reissued with a new expiration date 1 yr from new issue date.
Jun 6, 2013, 8:54 am
#125
Join Date: Feb 2006
Programs: HH diamond
Posts: 2,646
If your hotel has not changed categories (or actually dropped), cancel teh old AXON and have it reissued. That will move the expiration date to 1 yr from new issuance date.
Jun 6, 2013, 9:23 am
#126
Join Date: May 2001
Posts: 360
I booked a non-AXON reward stay (5 nights) at the Hilton Moorea for September 2014 before the deval.
I received an email from the hotel the other day asking me to confirm my ressie, and it had the 2014 highlighted in red.
I told them that I confirmed, and was aware it was a 2014 reservation, and that I made it before the devaluation. I received a reply thanking me for the response. I think I should be fine.
I received an email from the hotel the other day asking me to confirm my ressie, and it had the 2014 highlighted in red.
I told them that I confirmed, and was aware it was a 2014 reservation, and that I made it before the devaluation. I received a reply thanking me for the response. I think I should be fine.
Jun 6, 2013, 9:59 am
#127
Join Date: Aug 2008
Programs: AA EXP, HHonours Diamond, Marriott Platinum, Hyatt GP Diamond, SPG Platinum
Posts: 178
Recheck your email, including SPAM folder. Hilton ALWAYS send 2 emails when you make an AXON reservation: one with the AXON certificate & code, the second with the reservation confirmation with the code. They both are TITLED the same, so you may have thought you had a duplicate email. The certificate most definitely state the one year expiration date. The certificate is VOID after that expiration date.
If you cannot find your certificate (or more likely, deleted it thinking you had duplicate emails), call and have them resent.
If you have an expired certificate at the time of your stay, you will have to have another form of payment for your hotel stay. It's no different than showing up with an expired credit card. You still have have some form of payment.
If your hotel has not changed categories (or even dropped), you can cancel the current AXONs and have them reissued with a new expiration date 1 yr from new issue date.
If you cannot find your certificate (or more likely, deleted it thinking you had duplicate emails), call and have them resent.
If you have an expired certificate at the time of your stay, you will have to have another form of payment for your hotel stay. It's no different than showing up with an expired credit card. You still have have some form of payment.
If your hotel has not changed categories (or even dropped), you can cancel the current AXONs and have them reissued with a new expiration date 1 yr from new issue date.
I'm pretty sure I didn't delete the email by mistake. The reservation is for Conrad Maldives, so it's no longer possible to rebook at the same rate. I wonder if I made the case that the cert was never sent to me after booking, and hence not knowing the 1-year expiration period at the time of booking, that they would be willing to reissue a new cert with a new expiry date...
Jun 6, 2013, 11:41 am
#128
Join Date: Dec 2003
Location: Chapel Hill, NC - UA Nobody (sigh)/0.925MM, HHonors Diamond
Posts: 3,510
And I've never had to present an AXON certificate for a reward stay. Although the recent cert I got did have an expiration date one year out.
Jun 6, 2013, 1:56 pm
#129
Join Date: Feb 2006
Programs: HH diamond
Posts: 2,646
Not IME. Typically, I don't get an AXON certificate by email; rarely I do. Once when I got one while still on the phone with the diamond desk, CSR said they are supposed to stop the AXON cert email from being sent, but sometimes the system is too fast.
And I've never had to present an AXON certificate for a reward stay. Although the recent cert I got did have an expiration date one year out.
And I've never had to present an AXON certificate for a reward stay. Although the recent cert I got did have an expiration date one year out.
For LTH, check your AXON email. If you did not receive 2 emails, you most definitely have a 1-yr expiration date listed on the AXON reservation confirmation.
You may be lucky and have the Diamond Desk work with you. They are NOT obliged to do so as the AXONs are clearly good for 1 yr from date of issuance. If they refuse, I'm afraid you're SOL and need to find another payment method.
Jun 16, 2013, 11:18 pm
#133
Join Date: Jan 2011
Posts: 281
Again, I'm appreciative of the help and the recognition that this issue has been outstanding for far too long. I'm still waiting on the "You're all set" message and will post an update to this on-going search for a resolution.
Jun 17, 2013, 7:53 am
#134
Join Date: May 2011
Location: Upstate
Programs: HH Diamond-IHG Plat-AA Gold
Posts: 215
my data-point: I did just receive the "you're all set" message today regarding our 2015 CM reservation.
background: booked a 7 night GLON award online this past Feb, about a 5 weeks prior to the devaluation; yes, about 23 months in advance.
last week I contacted the CM directly regarding the validity of the rez in light of the possibility of an expired cert; the reservations manager at the CM forwarded my inquiry to a reservation supervisor in Shanghai, who said she would need to seek an answer from the "head office"...
and from Shanghai this morning, voila:
"I am glad to inform you that your certificate will be valid when you stay.
Hope you will have a pleasant and memorable stay in our wonderful Conrad Maldives."
Last edited by kiltedflyer; Jun 17, 2013 at 12:32 pm
Jun 17, 2013, 12:04 pm
#135
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
bummer, but hang in there!
my data-point: I did just receive the "you're all set" message today regarding our 2015 CM reservation.
background: booked a 7 night GLON award online this past Feb, about a 5 weeks prior to the devaluation; yes, about 23 months in adavnce.
last week I contacted the CM directly regarding the validity of the rez in light of the possibility of an expired cert; the reservations manager at the CM forwarded my inquiry to a reservation supervisor in Shanghai, who said she would need to seek an answer from the "head office"...
and from Shanghai this morning, voila:
"I am glad to inform you that your certificate will be valid when you stay.
Hope you will have a pleasant and memorable stay in our wonderful Conrad Maldives."
my data-point: I did just receive the "you're all set" message today regarding our 2015 CM reservation.
background: booked a 7 night GLON award online this past Feb, about a 5 weeks prior to the devaluation; yes, about 23 months in adavnce.
last week I contacted the CM directly regarding the validity of the rez in light of the possibility of an expired cert; the reservations manager at the CM forwarded my inquiry to a reservation supervisor in Shanghai, who said she would need to seek an answer from the "head office"...
and from Shanghai this morning, voila:
"I am glad to inform you that your certificate will be valid when you stay.
Hope you will have a pleasant and memorable stay in our wonderful Conrad Maldives."