Weird. Stay posted but no points.
Nov 4, 2015, 11:05 pm
#16
Join Date: Mar 2015
Posts: 1,989
Had similar with a stay and emailed Diamond Desk with all my details. Quick response, but denied as they stayed it was booked through Expedia.
Followed up to say it was a points reservation through HHonors.com and reiterating the confirmation number and offering to forward the reservation as proof. Had another reply saying they checked and it was Expedia, so there was no point in forwarding it on.
3rd email with the reservation attached and a screenshot of my account was sent, only for another response basically telling me to hit the bricks as they had already confirmed it was through Expedia.
4th email was one asking to escalate to a manager as clearly something was not coming through properly on the system. Finally had a response apologising for the previous service and confirming everything and applying the stay credit and the points for incidentals.
It really shouldn't take 4 emails to the Diamond Desk with all of the right information to perform a simple task. With more stays seemingly not posting properly, I can imagine they are busy. Spending a few minutes reading and checking would be preferable to straight up refusal to investigate and copy and pasting the eligible stays information.
Followed up to say it was a points reservation through HHonors.com and reiterating the confirmation number and offering to forward the reservation as proof. Had another reply saying they checked and it was Expedia, so there was no point in forwarding it on.
3rd email with the reservation attached and a screenshot of my account was sent, only for another response basically telling me to hit the bricks as they had already confirmed it was through Expedia.
4th email was one asking to escalate to a manager as clearly something was not coming through properly on the system. Finally had a response apologising for the previous service and confirming everything and applying the stay credit and the points for incidentals.
It really shouldn't take 4 emails to the Diamond Desk with all of the right information to perform a simple task. With more stays seemingly not posting properly, I can imagine they are busy. Spending a few minutes reading and checking would be preferable to straight up refusal to investigate and copy and pasting the eligible stays information.
(1) Was the 3 emails dealt by the same employee?
(2) Was it a human error, a system error or?
(3) Was there any service recovery gestures by the manager?
Nov 5, 2015, 2:30 am
#17
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
2) They didn't say on the final email what the issue was
3) 7,000 points were added as an apology. I didn't ask for anything, I only wanted the stay to post.
It was a frustrating experience though, especially when all the information was provided and being ignored / missed.
Nov 5, 2015, 3:02 am
#18
Join Date: Mar 2015
Posts: 1,989
1) A different name on each email, but responses were quick
2) They didn't say on the final email what the issue was
3) 7,000 points were added as an apology. I didn't ask for anything, I only wanted the stay to post.
It was a frustrating experience though, especially when all the information was provided and being ignored / missed.
2) They didn't say on the final email what the issue was
3) 7,000 points were added as an apology. I didn't ask for anything, I only wanted the stay to post.
It was a frustrating experience though, especially when all the information was provided and being ignored / missed.
Nov 5, 2015, 8:17 am
#19
Join Date: Sep 2007
Programs: DL Silver, AS MVP, UA Silver, HHonors Diamond, Marriott Plat, SPG Plat, National Exec Elite
Posts: 3,883
I've had 2 in the last 2 months show up with blanks for points after being pending for longer than normal. I've just emailed all three Diamond email addresses so hopefully it will be rectified shortly. I'm finalizing travel for the rest of the year and would like an accurate stay count reflected so I can properly map stays between HHonors and Marriott (should re-qualify for HHonors Diamond on Stays and finish Marriott Gold Challenge with no room to spare).
Nov 6, 2015, 12:22 am
#20
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
I emailed hhonors about this, they claim I earend 7.4k of points for my stay and i received these on 1st nov.......this ain't true, I watch my account like a hawk simply because I don't trust Hilton IT.......I know my points balance has not changed since the day before........now I've got to email them with a breakdown of the math since I started my mattress run last week......incompetence!
Nov 6, 2015, 12:50 pm
#21
Join Date: Oct 2010
Location: San Diego, Ca
Programs: AA 2MM LT PLT; AS MVP Gold75k; HHonors Diamond; IHG PLT
Posts: 3,502
Same issue here. 2 rounds of Diamond emails (VERY quick response) resulted in the following:
I apologize for the inconvenience. We are aware of the issue and our technical team is working on the resolution. The missing information will be reflected properly on your account as soon as possible. Please rest assured that this issue is not affecting your point balance, and the current amount reflected on your account is accurate.
My point balance is NOT accurate, will give them a bit more time to sort it out...
I apologize for the inconvenience. We are aware of the issue and our technical team is working on the resolution. The missing information will be reflected properly on your account as soon as possible. Please rest assured that this issue is not affecting your point balance, and the current amount reflected on your account is accurate.
My point balance is NOT accurate, will give them a bit more time to sort it out...
Jan 20, 2016, 9:47 am
#22
Join Date: Aug 2014
Location: Antwerpen - Belgium
Programs: HHonors Diamond, Melia Silver, NH silver, H10 Class
Posts: 659
Just finished a 2 night stay at a Hilton. (2 separate 1-night bookings at the same hotel so a 'connected' booking).
Received points for the second night but not for the first??
Also received 1 'stay credit' (which would be correct on a 2 night stay) but also just 1 'night credit'.
Grrrr I am so tired of having to chase them to get my points etc. :-((
Received points for the second night but not for the first??
Also received 1 'stay credit' (which would be correct on a 2 night stay) but also just 1 'night credit'.
Grrrr I am so tired of having to chase them to get my points etc. :-((
Jan 20, 2016, 1:16 pm
#23
Join Date: Nov 2013
Location: HEL
Programs: AY, SK, TK
Posts: 7,599
Just finished a 2 night stay at a Hilton. (2 separate 1-night bookings at the same hotel so a 'connected' booking).
Received points for the second night but not for the first??
Also received 1 'stay credit' (which would be correct on a 2 night stay) but also just 1 'night credit'.
Grrrr I am so tired of having to chase them to get my points etc. :-((
Received points for the second night but not for the first??
Also received 1 'stay credit' (which would be correct on a 2 night stay) but also just 1 'night credit'.
Grrrr I am so tired of having to chase them to get my points etc. :-((
It is sad, since the stay was superb and I would return, but if they cannot fix the points thing, I will NOT return.
I still wait and expect HH to rectify this, aren't they a high-end program after all?
Jan 20, 2016, 1:55 pm
#24
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Hi all,
If you ever need a follow up on Points posting, please feel free to let me know - just message me your HHonors # and the stay in question.
Not sure what's causing the delay, but will definitely look into it for you all.
Thanks for letting me know!
Lauren
If you ever need a follow up on Points posting, please feel free to let me know - just message me your HHonors # and the stay in question.
Not sure what's causing the delay, but will definitely look into it for you all.
Thanks for letting me know!
Lauren