By OP's own admission, she did not simply forward "constructive criticism" to HH, she posted photos and comments on social media.

That is not constructive, it is brand-damaging and thus destructive. Only sane thing to do is to fire people who cost you money.

As you said you have also done this for SPG and Marriott, don't be surprised when they also fire you as a customer, I would.

Going against the majority view here: Have been a Diamond member for several consecutive years, have lodged several complaints but never a 'photo complaint'. But I am a few years older than the current selfie generation and can quite understand that while I would not file a photo complaint and post it on social media (heck, I don't even have a FaceBook account), this might be the standard way of communicating for a different generation.

But does it entitle Hilton to close an account unilaterally (probably yes) and then confiscate points that they have sold the customer and awarded to the customer? IMO, a most emphatic NO. Close the account if you like, but only after you have compensated the client for all the existing points in the account.

MOO

I understand how this could be a contentious thread
 

I understand how this could be a contentious thread- please confine your comments to opinions about the situation, not on the personality or morality of the poster. I know it's a fine line, and I just deleted a couple of comments that I think went beyond the bounds of opinion.

Thanks

Squeakr

Although this is a pretty reasonable point to look at as well, we have to understand Senior management comes from specifically elder generation. The fact that generations think this is a standard way of modern communication does not mean they can exercise their rights without considering the consequences. When OP doesn't spend a single dime at a hotel but uses points to manipulate hotel stays, you don't really need pattern recognition software to really see what's going on. Now if you are business/leisure traveler, then that is a different story. Another point I'd like to make is that there are competition spies who are doing exactly that to reveal the dark sides of their competitions such that they can gain more competitive advantage. I am not saying OP is definitely in the wrong, but as a company, would you like to see the pictures of scratches on the wall, dirty bath tub, broken corner on the office desk in every single post without an opportunity to address the customers' feedback in the customer care form?

http://www.hilton.com/en/hi/customersupport/index.jhtml

It is one thing that the company doesn't provide a proper protocol to receive feedback, but it is another thing that customers provide the feedback in the social media or blogs to draw attention and traffic for maybe advertisement profits and such. Prime example? Lucky at One Mile at a Time and he's basically banned by UA for doing exactly what OP and her boyfriend are doing.

When I have a problem with the hotel, I try to speak to the hotel manager before I leave at the checkout, or write a message to the manager after the checkout. You are giving the hotel an opportunity to address the issue before I take it to the customer care at the corporate. I have quite a few complaints from different properties at Marriott/SPG, but at no time I am receiving bad response or ignorant response from them.

When people want attention or response, you need to give some patience. Always putting everything to social media is the fastest way to get what you want, but not the friendliest way to get what you want.

firing a customer is not a problem, selling points to a customer and then closing account is...

Agreed. I have had a few customer service issues with Hilton over the past few years, I mean it's inevitable with dozens of nights per year, but I always try to handle them with the property first and invoke Hilton Corporate only if the property can't/won't remedy the issue and always do it privately. I'm 100% for getting what I deem a desired outcome.

I had an issue last month with a stay in Denver, mentioned it upon checkout, and the rep was like "what can I do to make it up?" I threw out a number of points and she responded, "sure, sounds good, they'll post within a few days" The most contentious issue I've had with Hilton was when they (they meaning Corporate) agreed to refund 1 night of an awful stay and I never received the check. The diamond desk pretended I didn't exist despite my multiple emails and there was no action until I threatened to cancel upcoming stays and amazingly a check was issued dated the same day I sent the email saying I'd cancel stays.

In the US Hilton could fire the customer, but they had to pay compensation for the points, which were acquired legally. There is the right of property.

And every company is free to write in its general terms and condition what it likes. But every judge is and will be free to ignore the t&c, if they are unfair.

sounds like you might be on Hilton's hit list next 😂

If you raise a genuine issue with Hilton politely and privately, IME you will get a reasonable response.

I've had two issues in the last five years. I had a London property renege on accepting a free-night cert earned via the HHonors Reserve Visa; a manager rang me up at Heathrow as I was leaving the country to say she had decided to charge my card on file instead. One call to the Diamond line put a stop to that.

Just last month, I answered a post-hoc survey about an HI stay in a picturesque setting, expressing disappointment that we were given what was indubitably the worst room in the house -- first floor, overlooking SUV bumpers -- despite my Diamond-ness. I didn't ask for anything but shortly got an HI BMG cert in the mail.

Complaints are for private discussion, not building public equity. Customers like the OP who make a career of complaining -- and abusing 100% satisfaction guarantees -- are asking to be fired.

It's obvious English isn't OP's native language, and what was intended as "polite" "compliments" could have very likely been perceived otherwise.
I must have missed the memo I'm required to point-trade because of my ancestry. Even if that is a community-wide practice, does that make it right?

IMO, the Hilton group should seek monetary damages against OP for fraud. Being in inno-tech, OP should also be aware that "misuse of computers" is punishable by imprisonment in HK.

Exactly. It is the main point. They can recall all the compensation points and even cancel my membership but cannot rob our money. That's why we need to seek for support from consumer council in US

+1 I can't tell from the OP's post exactly what they did or did not do. Regardless, Hilton (any loyalty program in general), has the right to fire the customer at their sole discretion (check the T's&C's for the specific program and I be amazed if you can find an example of one that didn't have that kind of clause in it).

Hilton should have also refunded any purchased points at the time they closed they account unless there was something fraudulent in how they were purchased. I am not implying that there was anything fraudulent in how the OP purchased points. It is just the only legitimate reason I can see for Hilton not to refund the cost for them. Hilton doing so would allow them to complete the firing of the customer cleanly and eliminate the potential for ongoing damage to their reputation from them in the future.

Bottom line, OP you have been fired as many others have already stated regardless of what you did or did not do. I recommend politely and via standard, non-public channels that you request a refund from Hilton for the points you recently purchased. Other than that, it is time to look for a new hotel chain and/or other accommodations for your future travel. Good luck!

--Jon

There is no "consumer council" in the US. If you were based in the US and really wanted to pursue this you'd likely have to go to small claims court.

Neil

yes. It's the point. We also make complaint no matter SPG or Marriott, we posted anywhere like TripAdvisor and facebook hotel page, accept comment and complaint to fight for excellent. It is what a professional management executive eager for. No idea why too many ppl feeling bad about complaint/comment.

Anyway, we just want to get back all our prepaid and bonus points. It is non-reasonable for an international group like Hilton to rob members money.

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never. being a professional and improve-able hotel management team, they all are happy to get complain. Without complaint, they can touch every corner of the hotel. With complaint, they can avoid more unhappy gained by other VIP guests.

​​​being as a leader of the industry, we eager for complaint much more than compliment. Compliment is just a encouragement but complaint make us more strong and we can have 2.0, 3.0,...
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