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China Summer Sale Rates ineligible for point accrual

China Summer Sale Rates ineligible for point accrual

Old Aug 1, 17, 8:18 am
  #1  
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Join Date: Feb 2013
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China Summer Sale Rates ineligible for point accrual

First time I ever encountered this. Finished multiple stays in China, booked the prepaid China Summer Sale Rate, direct through www.hilton.com, yet no points credited to my account. I send an email to the Diamond Desk. They replied that this is regarded as a third party booking and not eligible for points. Also no points for incidentals. Dissappointing, since I spend well over 2000USD in total. I have read through all China Summer Sale terms and conditions and could not find anything on this. Apparently making your bookings through the official Hilton website, does not guarantee points accrual anymore.
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Old Aug 1, 17, 8:25 am
  #2  
 
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Originally Posted by Beolab View Post
First time I ever encountered this. Finished multiple stays in China, booked the prepaid China Summer Sale Rate, direct through www.hilton.com, yet no points credited to my account. I send an email to the Diamond Desk. They replied that this is regarded as a third party booking and not eligible for points. Also no points for incidentals. Dissappointing, since I spend well over 2000USD in total. I have read through all China Summer Sale terms and conditions and could not find anything on this. Apparently making your bookings through the official Hilton website, does not guarantee points accrual anymore.
I would suggest you contact Hilton Honors customer service and request point and stay credit by providing your confirmation number.
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Old Aug 1, 17, 8:32 am
  #3  
jrx
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I had this happen with a prepaid winter sale rate in the US last year. I sent feedback through the app asking where my points were. The response said the rate was not eligible for points. I could not find anything about that in my confirmation email, so I called the Diamond Desk and asked for them to explain it and show me where (in writing) I had notification that I would not get points. The agent apologized and said it must be a "system error" and immediately credited me with the points. Rates booked through Hilton channels, unless explicitly excluded, are eligible for points.

Call back and tell them that you can find nothing about the rates not being eligible in your confirmation emails, and ask for the points. I suggest you use the word "disingenuous" in your discussion if they balk. Point out that Hilton is pushing booking through their channels, and ask how rates booked through their website are possibly "third-party rates." Ask them why you would ever book through their channels again if they are not going to give you all the stated benefits.
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Old Aug 1, 17, 8:44 am
  #4  
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A number of China hilton properties (hamptons) do not award any points regardless of the rate. This may actually be your problem. There are several threads that discuss this.
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Old Aug 1, 17, 10:21 am
  #5  
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@Beolab: this issue has been widely reported on Chinese travel forums (such as Flyertea). The official HonorsRepresentative posted in a Flyertea thread on 18 July acknowledging the issue and, at the same, said it was being looked into, but clearly this technical issue is still persisting...

You will have to claim missing points by contacting Hilton Honors customer service.

This issue also affects Summer Sale rate stays at Hilton properties in Hong Kong and Macau.
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Old Aug 1, 17, 10:30 am
  #6  
 
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Same for me for a stay in Hong Kong. It posted with no points, no stay, no nights. I wrote to customer service, that anknowledge the issue and I am waiting for a final answer.
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Old Aug 1, 17, 10:52 am
  #7  
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Originally Posted by jerry a. laska View Post
A number of China hilton properties (hamptons) do not award any points regardless of the rate. This may actually be your problem. There are several threads that discuss this.
Not the problem, Conrad & Waldorf Astoria in China always credit points when booked through www.hilton.com.

Last edited by Beolab; Aug 1, 17 at 10:57 am
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Old Aug 1, 17, 10:59 am
  #8  
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Originally Posted by paul00 View Post
@Beolab: this issue has been widely reported on Chinese travel forums (such as Flyertea). The official HonorsRepresentative posted in a Flyertea thread on 18 July acknowledging the issue and, at the same, said it was being looked into, but clearly this technical issue is still persisting...

You will have to claim missing points by contacting Hilton Honors customer service.

This issue also affects Summer Sale rate stays at Hilton properties in Hong Kong and Macau.
Thanks Paul00!!! After 12 emails back and forth, each reply from a different Diamond Desk agent, all coming up with new nonsense every time, I read here that it is actually an IT issue, already acknowledged by Hilton en the Honors Representative on a Chinese travel forum on the 18th of July. I will forward your information to the Diamond Desk, that still seems totally oblivious to the issue at their end.

Who trains these Diamond Desk agents? It's so annoying. For days, they keep insisting that the rate is not eligible. Telling you that it's a third party booking, while the problem has been known internally for two weeks. What a joke...
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Old Aug 1, 17, 3:26 pm
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Just booked $4000 of stays using these rates. I hope they sort this out, if I had read this earlier today I would have stayed elsewhere (Shangri La in HK was closely priced) given I have requalified for diamond already....HH Rep please note.
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Old Aug 1, 17, 5:15 pm
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I got the same story when my Doubletree Shanghai points never posted. Im just a gold, requested missing points and I got the same response. I have 3 stays in China coming up in August. If its not sorted, I will have to cancel my week at the Waldorf Astoria Shanghai; which I was so looking forward to ;/
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Old Aug 2, 17, 6:13 am
  #11  
 
Join Date: Aug 2004
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Yes, the China Summer Sale is eligible is for points.

As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at [email protected].

Best regards,

Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
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Old Aug 2, 17, 10:10 am
  #12  
 
Join Date: Sep 2012
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All rates booked direct on HH website such as ADR, Flex, Corp, Hilton-Sales, AAA etc are all good to earn points.

HH unlike with some other hotel chains (eg IHG) does not exclude online rates discounted by bigger than nn%
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Old Aug 2, 17, 3:16 pm
  #13  
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When my points and stays didn't show up from my stay in China booked under the China summer sale, I called customer service and they said that there was an issue with their system related to the currency conversion. They gave me a confirmation number and asked me to wait. It has been a week since I called and no update so far.
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Old Aug 2, 17, 3:43 pm
  #14  
 
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Slightly OT: I booked with the China Summer Sale 3 weeks ago and have yet to be charged. Staying in Dec. Is this normal?
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Old Aug 4, 17, 12:08 pm
  #15  
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Okay, my Chinese summer sale stay and points have been credited now.
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