New Corporate TA bookings not earning

Old Oct 27, 17, 6:23 am
  #1  
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Unhappy New Corporate TA bookings not earning

I've been a Diamond or Gold member for a decade now, most times scraping in on stays. These were for work, but I was able to book myself.

New rules at work mean all our booking have to go through the official TA, and I have not managed to have a single stay credited since. Whether I book prepaid or not, the stays never credit. The system my TA uses is called Traveldoo, which seems to be owned in some way by Expedia, but it is a corporate system.

I have just secured a job that means I'll be travelling every other week and could likely be sure of Diamond for a few years. But now it's all fallen apart. I don't understand why corporate bookings, likely the best form of recurring and committed revenue would be shunned like this. HH customer service just tells me to look at the T&Cs. But I'm convinced somewhere there's a switch that needs to be flipped for bookings from this source maybe? Or is that just hopeful thinking?

It might make sense to stick to Hilton properties while my status is valid, but then why not book nicer hotels nearer to my destination?
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Old Oct 27, 17, 6:41 am
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Hotels pay commission to travel agencies so it makes no sense for them to also award points. Points are also a commission of sorts as hotels buy them from Honors. If hotels awarded Honors points it would mean that they pay the commission twice.

Maybe look for a programme that is more flexible in this regard?
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Old Oct 27, 17, 6:45 am
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Really? I had seen previous posts that clearly state certain booking channels as being eligible for stay credits and points. I am just curious if it takes time for that list to be updated with newer entrants?

Do any programs offer that?
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Old Oct 27, 17, 6:47 am
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Originally Posted by Saracenn View Post
Really? I had seen previous posts that clearly state certain booking channels as being eligible for stay credits and points. I am just curious if it takes time for that list to be updated with newer entrants?
Yes, reservations through certain booking channels are eligible but your TA seems not to be one of them.
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Old Oct 27, 17, 7:45 am
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Worth you sending a PM to the Honors rep here on the board about this and your specific conditions/booking channel, however, (and I'm not an expert in this area but hoping this helps):

From the Hilton Honours website T's and C's:

Earning Tier Status

Members can earn and maintain Elite tier status based on stays, nights, or Base Points earned in any calendar year. A "calendar year" is understood to mean January 1st through - December 31st of each year. Members must re-qualify for Elite status each calendar year. Bonus Points earned on Base Points do not count toward Elite tier qualification.
Where the my bolding and red 'earned' word is a link to this section of the T's and C's:

That states:

Accrual of Points
Under section number 3:

A "stay" is defined as the total number of consecutive nights spent at the same hotel, whether or not a guest checks out and checks back in again. Specifically excluded from the definition of "stay" are the following types of ineligible stays:
  • wholesale/tour operator packages;
  • contracted crew rates;
  • travel agency discount rates;
  • packages exclusively for casino player card holders;
  • unauthorized Members staying on Go Hilton Team Member or Family & Friends Travel Rates;
  • stays secured utilizing Hilton Grand Vacations Club and Hilton Club timeshare programs, Hilton Grand Vacations marketing packages with a sales presentation requirement;
  • complimentary or barter rooms;
  • NET Group rates;
  • Series Group or IT Group rates;
  • contracted Entertainment or Encore rates;
  • third party websites bookings (irrespective of rate paid); and
  • "opaque" channel bookings where the brand may or may not be known at the time of purchase.

Hilton Honors Points (or stay credit) may not be earned (including as a My Way benefit) for or during ineligible stays, including without limitation, folio charges incurred during ineligible stays. If at least one night of the Member's stay is consumed with the use of Hilton Honors Rewards Points, the entire stay is considered a "Reward Stay" and Hilton Honors Points may be earned. Participating hotel will determine whether incidental charges incurred during either of those stays are eligible for Points, except that Points will not be earned for incidental charges at Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, and Home2 Suites by Hilton®.
That may help when discussing it with the rep or looking into your situation.

Hope you can arrange something to sort the situation out in your favour, safe travels.
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Old Oct 27, 17, 9:50 am
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Traveldoo is not a TA - it is an expense management travel system. This system may be using "third-party websites" such as Expedia, Hotels.com and the like to fulfill on travel requirements, based on a specific set of rules.

As an example, our organization currently uses Concur as a travel management system, but the actual TA is AMEX Global Business Travel. AMEX is an actual TA (not a third-party website), so stays do count.

I suspect that the response that you will get from Hilton is that the actual booking engine is one of the sites mentioned above, which is not a corporate TA in the traditional sense, hence not eligible for points accumulation
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Old Oct 27, 17, 9:54 am
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Who is physically paying the money? Are you handing over a card and expensing it later, or is it going on a corporate account (e.g. a card or account buried in the travel booking system)? If corporate is directly footing the bill, my experience is you won't earn points.
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Old Oct 27, 17, 9:59 am
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Originally Posted by YOWCDNFF View Post
As an example, our organization currently uses Concur as a travel management system, but the actual TA is AMEX Global Business Travel. AMEX is an actual TA (not a third-party website), so stays do count.

I suspect that the response that you will get from Hilton is that the actual booking engine is one of the sites mentioned above, which is not a corporate TA in the traditional sense, hence not eligible for points accumulation
+1 agree on all your points. The Concur/AMEX set-up is what we have at my company as well and have had no issue with points earning at any of the chains this year.

Guessing the issue is that whomever Traveldoo uses to actually fulfill the booking is a booking channel that Hilton doesn't recognize for points earning which is a bummer.

Depending on how your expense system works, one way around this is finding out what exactly your corporate booking code is for Hilton and using that code directly through the Hilton.com channel. That's what I do when traveling for personal but using our corporate booking code for corporate rates (we are explicitly permitted to use our corporate hotel rates rate for personal travel) just so I don't have to deal with Concur if it's personal travel.
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Old Oct 27, 17, 10:26 am
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Thanks all for the comments. Looks like there isn't much hope here. I had the same problem with TA bookings previously that were clearly identified as being through Expedia on the booking sheet. Will have to see what I can manage.
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Old Oct 27, 17, 10:41 am
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Originally Posted by Saracenn View Post
Thanks all for the comments. Looks like there isn't much hope here. I had the same problem with TA bookings previously that were clearly identified as being through Expedia on the booking sheet. Will have to see what I can manage.
Do report it to HH and hope you get someone that will look into the situation instead of giving an excuse and sending you away. I don't think it's possible for HH to know all the existing corporate systems, let alone any that might come about. And with some systems leveraging what is out there muddies the waters even more. Letting them know what you are using might get them to add new code to allow it to earn.

I would think the front-ends should know if they are or are not compliant with the loyalty programs and make that known up front. But that might not be a concern to the person making the decision which system to choose for company work as their focus is lowest cost.

I see lots of people that want something for nothing and think the internet should be free for whatever you use it for. Someone always pays. If HH can't make paying a commission and paying points work for them then cutting someone off will be the game rules.

So, again, contact HH to see if they are aware of the service and maybe they are working on incorporating it into their system.
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Old Oct 27, 17, 5:13 pm
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I'd probably ask the HHonors people to review your stays to see why they were invalid. Assuming it is something like you suspect, a TA out of your control, you might as well stay a night at a Marriott or SPG to see if your corporate TA counts at those resorts. It might be time to change loyalty, although I wouldn't get my hopes up based on what you've posted so far.
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Old Oct 28, 17, 7:57 am
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Originally Posted by Gig103 View Post
I'd probably ask the HHonors people to review your stays to see why they were invalid. Assuming it is something like you suspect, a TA out of your control, you might as well stay a night at a Marriott or SPG to see if your corporate TA counts at those resorts. It might be time to change loyalty, although I wouldn't get my hopes up based on what you've posted so far.
Yes, but keep in mind if the property mis-coded the stay, the first response will be it was ineligible and hope you go away. The OP will need to push back to get someone to dig a bit deeper to determine the real cause.
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Old Oct 28, 17, 10:52 am
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This has nothing to do with the TA or the compliance software (Concur, Traveldoo). Rather, it has to do with OP's employer who appears to have negotiated away the points and stay credit as part of whatever deal it has worked out with Hilton.

If you paid out of your own pocket, this would be easy to understand. You could theoretically offered a rate which earns and a cheaper rate which does not. You might choose the latter to save money. That is what your employer has done, likely through a larger travel wholesaler.

The place to start is to speak with your corporate TA and get the details (which it may not be authorized to share with you). If this is a HH error, you can get that fixed. If it is your employer's choice, you have a labor-management issue with your employer to discuss.

Traveldoo and Concur can book you in F and into suites at any property. But, they are able to restrict access to rates as well and that is their purpose.
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Old Oct 28, 17, 4:44 pm
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Originally Posted by Saracenn View Post
I've been a Diamond or Gold member for a decade now, most times scraping in on stays. These were for work, but I was able to book myself.

New rules at work mean all our booking have to go through the official TA, and I have not managed to have a single stay credited since. Whether I book prepaid or not, the stays never credit. The system my TA uses is called Traveldoo, which seems to be owned in some way by Expedia, but it is a corporate system.

I have just secured a job that means I'll be travelling every other week and could likely be sure of Diamond for a few years. But now it's all fallen apart. I don't understand why corporate bookings, likely the best form of recurring and committed revenue would be shunned like this. HH customer service just tells me to look at the T&Cs. But I'm convinced somewhere there's a switch that needs to be flipped for bookings from this source maybe? Or is that just hopeful thinking?

It might make sense to stick to Hilton properties while my status is valid, but then why not book nicer hotels nearer to my destination?
1. All official corporate rates are "non-commissionable" whether guests nights booked direct/corp-TA/non-HH-AUTH'D-TA
(and thus makes no income difference to hotel/HH which channel stays corp rate is booked through. However makes difference to your TA, as not earning via commissions from providing corp boking service, and then company has to pay an annual fee to your TA related to volume and cost savings of their bookings)

2. My first step would be to ask your next HH hote reception what rate you are booked under and if it is a corporate rate
(once you have corp rate code info one can check into if your corp rate isw a qualifying rate (qual-nights/points-earning) or if a non-qual rate

note:- It may even be your company has no corp rate and your booking contract agent books whatever is cheapest at any time on a subset of OTA sites.
(and/or TA told to book non-qual OTA rate where less than corp rate.. Not with standig corp rates have min/max/guaranteed number stay/night targets in contracted corp rates)

3. Remember companies buyers can negotiate a lower rate by excluding soft benefits with a cost to hotels such as points-earning on nights.

4. ALSO If guest does not pay, whether cash/personal CC/corp CC, but hotel bills/invoices your company direct the again guest does NOT earn qual night or points

Last edited by scubaccr; Oct 28, 17 at 4:53 pm
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Old Oct 29, 17, 3:55 pm
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Originally Posted by scubaccr View Post
4. ALSO If guest does not pay, whether cash/personal CC/corp CC, but hotel bills/invoices your company direct the again guest does NOT earn qual night or points
This is the one that is easiest to rule out/in because it is absolute - I had raised it in my previous post but we never heard from OP whether this is the case here.
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