millsryno

I booked a reward stay several months ago for an October stay at Hilton Clearwater Beach and have since completed the stay. I booked 2 rooms for 2 nights each @ 40K points per room per night. The total should be 80K per room, 160K total. As is normal, when I originally reserved these rooms (months ago), it took out the 160K points at the time of reservation.

I usually have upwards of 1 million points, so don't keep real close tabs on the exact point total. For example, I don't usually concern myself with knowing that I have exactly 963K points, but rather "900 something thousand" points. I usually have a pretty good grasp if I am in the 800Ks or 900s or over a million or what not.

As mentioned above, when I reserved the rooms at the Hilton Clearwater (months ago), my point total dropped (as it always does) upon reservation for the 160K points. In the several months time between when I made the reservation and actually stayed, I thought I had my balance worked up into the 900Ks points again.

After my stay I thought I noticed a big drop in my point total...enough to catch my attention, especially because they had already taken out the points from my account. All the sudden I was down in the 800Ks??

When I log into my account and click "all points activity" or "past stays", I see two separate stays listed for -160K points (in the "points earned column" it says "-160000") for my stay at the hotel. When I click to view receipt, I can verify that both receipts have the same confirmation number. When I click expand, I can verify that both stays have two certificate numbers listed. The two numbers are different numbers, but each stay has the same two numbers listed.

This makes me skeptical that I am being double deducted. I should only be deducted a total of 160K points, but am thinking I am being deducting 320K points.

I reach out to the diamond desk and they tell me that regardless of what I see on my screen, since they are both the same reservation number, rest assured I am only being deducted the 160K points, not the 320K points.

It still does not sit well with me. I cannot see any way to verify this on my own other than taking their word for it. I do not see any kind of monthly statement that I can reconcile from. Any advise?

helosc

I had a 2 room reward stay in August and it shows up exactly like yours; that is the full amount figures twice, once for each room. Hilton in general has a problem with multiple rooms. I for instance cannot see my reservation details in my account prior to my stay.

But I keep a very close eye on my point balance and the amount of points has only been charged once.

cjd

The way Hilton has set up the Award points system in Hhonors accounts is really confusing and certainly not user friendly. As soon as you make an Award booking, the points are deducted from your account, but the only record of the award points is in your future reservations under each hotel booking. As soon as you complete the Award stay, the points deduction shows up in the "recent activity" section.

However, if you log into this UK Hilton site, you get to see your Award point deductions. Look under Hhonors Account, View My Hhonors Activity, then click on Redemption History. It gives the date you booked the award, the reward type, no of points redeemed and the certificate number.

https://secure.hilton.co.uk/HiWayWeb...ernate_hhonors

Hopefully, this may help to see if you've been charged the Award points twice, which is sometimes the way it appears on the main site. Don't know why they can't have this info on the main Hhonors webpage

Happy

Thanks for posting the UK site.

i have long given up trying to keep track of point movement solely relying on HHonor site. I use a simple spreadsheet to make sure the points are correctly posted after on one cancellation 40K pts do not return to the account automatically. It took 10 days before they were willing to open a case for the missing points and another week before the "Help Desk" rep was willing to look into it all because they deducted 165K TWICE on an AXON booking at that time...

The HHonor site and its Customer Service truly get a from me.

EsherFlyer

Very useful site. Made it far easier to check a couple of things. Thanks ^^^.

Cana2013

I had points problem with Hilton too. Cancelled reservation but points were not refunded and had to call twice to get it resolved.

helosc

This address ought to be added to the thread about other hilton websites

FlyerTalk Forums > Miles&Points > Hotel Programs > Hilton HHonors
Interesting Hilton website addressess other than Hilton.com

The address for UK and Ireland that is mentioned in this thread takes you directly to the usual Hilton site

And I have another website that could be added at the same time

http://www.hiltoneasteurope.com/en-gb

I am posting this suggestion here as the thread about websites is a very old thread and as I understand it we are discouraged to post on those.

millsryno

Excellent response, thanks. I checked out that link and it did confirm for me that Hilton processed the reward correctly.

rallyup

I got double dinged a while back

shoreline

Sometimes when people cancel a reward stay they think they got dinged twice instead of credited. This is because there is no "+" or "-" in front of the transaction to show whether it is a debit or credit. So, although one is a debit and the other is a credit, many may think it is 2 debits instead.

Also, it is best to call hhonors to cancel a reward stay. If you call the hotel, they will likely ONLY cancel the reservation but NOT the reward. And if you cancel a reward stay online, sometimes IT issues occur and the reward doesn't get cancelled so the points don't get put back into the account.

Even when calling in, it is best to look at your account first (at the point balance) before calling, just to make sure both the reward and the reservation got cancelled. Anytime ONLY the reservation gets cancelled the reward is still hanging out there in IT land somewhere and the points will not go back into your account without calling in to notify them.