Hilton IT new & improved cluster bonanza yet again. Points taken from my account.
#1
Original Poster
Join Date: Feb 2013
Programs: Singapore Airlines Solitaire PPS Club, HHonors Diamond
Posts: 93
Hilton IT new & improved cluster bonanza yet again. Points taken from my account.
I thought I had seen it all with Hilton Honors IT by now. But boy, did they just create yet another cluster bonanza. Yes, it's endless email time again with the Diamond Desk.
Early June I made a reward booking for a two night stay at The Hilton Amsterdam Airport Schiphol. A few days later, a special promotional rate comes along. So I change the reservation to a paid booking. The 108.000 points used for the reward reservation of a premium room, are posted back in my account.
I have a wonderful stay at the hotel, use the restaurant and the spa. After the stay, all points post for room charges and incidentals. So all is right. It seems...
Now, six weeks later, I receive a standard email to notify me that Hilton Honors has taken points from my account for a pro-active points correction. No further explanation about the where, what & why. I check my account and notice that I am almost at minus 100.000, because they took 108.000 points out for a redemption stay at Hilton Amsterdam Airport Schiphol.
I start to doubt myself, so I call the hotel for an email folio copy and check the number of base points credited to my account for this stay. All this shows that it was a fully paid booking. Reluctantly, because I fear what is going to happen, I send an email to the Diamond Desk. My reluctance proves to be justified...
Only 10 days after the last one, I am in a brand new and fresh endless email chain again, in which I am now told that the records show that this was a reward stay, even though I send over the folio and asked if they could check the number of Base Points, all awarded correctly for this booking.
I fear that by now, my wife thinks I am having affairs with Maria, Denise and Shereyne at the Diamond Desk, since I received more emails from them the last few months then anyone else...
Early June I made a reward booking for a two night stay at The Hilton Amsterdam Airport Schiphol. A few days later, a special promotional rate comes along. So I change the reservation to a paid booking. The 108.000 points used for the reward reservation of a premium room, are posted back in my account.
I have a wonderful stay at the hotel, use the restaurant and the spa. After the stay, all points post for room charges and incidentals. So all is right. It seems...
Now, six weeks later, I receive a standard email to notify me that Hilton Honors has taken points from my account for a pro-active points correction. No further explanation about the where, what & why. I check my account and notice that I am almost at minus 100.000, because they took 108.000 points out for a redemption stay at Hilton Amsterdam Airport Schiphol.
I start to doubt myself, so I call the hotel for an email folio copy and check the number of base points credited to my account for this stay. All this shows that it was a fully paid booking. Reluctantly, because I fear what is going to happen, I send an email to the Diamond Desk. My reluctance proves to be justified...
Only 10 days after the last one, I am in a brand new and fresh endless email chain again, in which I am now told that the records show that this was a reward stay, even though I send over the folio and asked if they could check the number of Base Points, all awarded correctly for this booking.
I fear that by now, my wife thinks I am having affairs with Maria, Denise and Shereyne at the Diamond Desk, since I received more emails from them the last few months then anyone else...
Last edited by Beolab; Aug 11, 2017 at 12:24 am
#2
Call them. This is too complex for the email people. Their service with email is so poor that I think most initial responses are from a word-scanning computer and not an actual human. When you have them on the line, explain that whatever scam / error is going on with the points is only half the frustration, and ask to speak to a supervisor about the amount of your time that Hilton's customer service has wasted. It's truly inexcusable that their staff is unable to actually comprehend and address many issues on the first try and / or follow previous responses in a subsequent email chain. When they are putting your 108,000 points back in your account, the supervisor should put in some extra for screwing up in the first place and then prolonging the fix with ineptitude.
This is not a new issue with the email staff. Perhaps if Hilton wants to make subtle improvements to Honors, they should look into this.
This is not a new issue with the email staff. Perhaps if Hilton wants to make subtle improvements to Honors, they should look into this.
#4
Original Poster
Join Date: Feb 2013
Programs: Singapore Airlines Solitaire PPS Club, HHonors Diamond
Posts: 93
#5
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
It seems as though the problem is at Hilton (corporate/chain), not the hotel. Why punish the hotel for a problem they (probably) didn't create? Pick up the phone and call Hilton. Talking to someone directly means they can't misread or ignore your email.
Full Disclosure: One of my former hotel jobs involved responding to credit card chargebacks. It's a time-consuming process. Making a hotel spend money on labor costs to defend a charge that you know is 100% correct is not brilliant, in my book.
#7
Join Date: Apr 2016
Posts: 1
I think the OP meant to say retroactive points correction rather than proactive. Always a good idea to confirm the rate and confirmation number when you check-in, and to request both a hard-copy and e-mail folio upon check-out. Sounds like they checked the OP in under the "cancelled" reservation ID? Glad the OP is joking about the chargeback -- there are several FT posts on people burned by this, as HH will gladly suspend your account and embargo all your points. I wholeheartedly agree that talking to the Diamond Desk, even over the phone, can be rather futile, as you have to explain all the details of your case from scratch every time they hand you off to a different representative.
#8
FlyerTalk Evangelist
Join Date: Jul 2008
Location: IAH
Programs: DL DM, Hyatt Ist-iest, Stariott Platinum, Hilton Diamond
Posts: 12,789
I would send the relevant details to Lauren, our local Hilton rep that posts here. Hilton's email customer service is atrocious, even as a diamond member, so I'm not surprised you are getting the run around.
#9
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
#10
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,539
I had a smaller, but similar problem at this hotel over a decade ago (At least it was fairly near the airport). A random $40 charge showed up more than a month after my points stay.
They kept coming up with different excuses, tax on award stay, etc. Finally they said it was a breakfast charge. However, since I was a Diamond, breakfast was free. Took me a lot of emails to clear up.
They kept coming up with different excuses, tax on award stay, etc. Finally they said it was a breakfast charge. However, since I was a Diamond, breakfast was free. Took me a lot of emails to clear up.
#11
Join Date: Oct 2013
Location: USA ex-pat, often in South Pacific
Programs: Hyatt, Hilton, and many more
Posts: 9
#12
Moderator
Join Date: Jun 2003
Location: Miami, Mpls & London
Programs: AA & Marriott Perpetual Platinum; DL & HH Gold
Posts: 48,954
#13
Join Date: Jun 2008
Location: Antwerp, Belgium
Programs: HH Diam, IHG Pl, Sirius G,Bonvoy LTG,Melia Pl,Shangri-La Diam,UA*G,Emirates G,Virgin Atl. G,Hertz PC
Posts: 167
Points stay refundable?
I just booked a 3 night standard reward stay at the Conrad Dubai for 210.000 points. My confirmation states that the points are non-refundable. Does the points refund depend on the property or award type (standard vs premium)? I'm also a diamond member: are you entitled to all diamond benefits when booking on points?
#14
Join Date: Dec 2015
Posts: 278
I just booked a 3 night standard reward stay at the Conrad Dubai for 210.000 points. My confirmation states that the points are non-refundable. Does the points refund depend on the property or award type (standard vs premium)? I'm also a diamond member: are you entitled to all diamond benefits when booking on points?
you can't even pay with points on a non refundable
and yes you are entitled to all diamond benefits
#15
Join Date: Jun 2008
Location: Antwerp, Belgium
Programs: HH Diam, IHG Pl, Sirius G,Bonvoy LTG,Melia Pl,Shangri-La Diam,UA*G,Emirates G,Virgin Atl. G,Hertz PC
Posts: 167
Maybe I missed something but this is an excerpt of my reservation details:
Rate Details STANDARD ROOM REWARD
Standard Room Rewards allow Hilton Honors members to use points to book free standard rooms.
Room: KING DELUXE ROOM WITH SEA VIEW
Adults: 2, Children: 1
Room Subtotal 210,000 points
Total for stay 210,000 points
Rules & Restrictions
Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.
Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.
Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.
Rate Details STANDARD ROOM REWARD
Standard Room Rewards allow Hilton Honors members to use points to book free standard rooms.
Room: KING DELUXE ROOM WITH SEA VIEW
Adults: 2, Children: 1
Room Subtotal 210,000 points
Total for stay 210,000 points
Rules & Restrictions
Cancellation Policy
If you cancel for any reason, attempt to modify this reservation, or do not arrive on your specified check-in date, your payment is non-refundable.
Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.
Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.