Originally Posted by missamo80
(Post 28825481)
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 Yep, other than that their only option is complaining on Flyertalk to an increasingly skeptical audience the longer they try to make their points. By the way, I am pretty sure the actions that Hilton undertook are 1000% covered by their terms and conditions and has zero chance of getting any legal remedy. In fact, many of us can now see why they have that boilerplate stuff buried in their terms and conditions. |
Just remember points/benefits from Loyalty Customer Programs of all kinds from hotel to airline to your local coffee shop are a PRIVILEGE not a RIGHT.
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Originally Posted by Zoe Tse
(Post 28825536)
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,... So far reading these post my impression is that you complained way too much and I would say Hilton took the right decision. But I can be wrong. Did you complaint because the shower was not working or because you didn't like the room's colour scheme? Hence examples would help. |
Originally Posted by Miesque
(Post 28825549)
Yep, other than that their only option is complaining on Flyertalk to an increasingly skeptical audience the longer they try to make their points.
By the way, I am pretty sure the actions that Hilton undertook are 1000% covered by their terms and conditions and has zero chance of getting any legal remedy. In fact, many of us can now see why they have that boilerplate stuff buried in their terms and conditions. In HK, T&C is useless. Rob is rob. Consumer Council accepts complaint from all transactions in shops in HK and protect consumer against such unfair T&C. |
http://hiltonhonors3.hilton.com/en/t...x.html#general
Hilton Honors reserves the right to suspend or discontinue Hilton Honors membership, including any Elite Tier status (including Silver Elite Member, Gold Elite Member,and Diamond Elite Member status), for any Member who appears to be using the Program in a manner inconsistent with the Terms and Conditions or intent of the Program or any portion of the Program, including, but not limited to, Reward redemption or Certificate use. Hilton Honors also reserves the right to discontinue membership for any Member who Hilton Honors believes, or if there are reasonable grounds for suspecting, in its sole discretion, has: acted in a manner inconsistent with applicable local or federal laws, regulations or ordinances, breached or violated any of these Program Terms and Conditions, engaged in any fraudulent or dishonest behavior, theft, misconduct or wrongdoing in connection with the account, including without limitation, involving Reward redemption or Certificate use, or other Member benefits, engaged in any abusive, fraudulent, disruptive, inappropriate, offensive or hostile conduct, whether it be physical, verbal or written in nature, towards any hotel within the Hilton Portfolio or their guests or employees, or towards Hilton or any of its employees or contractors, or failed to pay any bills or accounts due to Hilton or any hotel within the Hilton Portfolio. Such discontinued membership may result in the loss of all accumulated Points and the cancellation of Hilton Honors Certificates, benefits and privileges, including the loss of any associated Elite Tier status. In addition to discontinuance of Hilton Honors membership, Hilton Honors shall have the right to take appropriate administrative and/or legal action, including, without limitation, criminal prosecution, as it deems necessary in its sole discretion. |
Originally Posted by Zoe Tse
(Post 28825610)
how can I proceed this with flyertalk?
In HK, T&C is useless. Rob is rob. Consumer Council accepts complaint from all transactions in shops in HK and protect consumer against such unfair T&C. |
Originally Posted by MP001
(Post 28825602)
@Zoe Tse: Would you like to share few examples of complaints you made, in order to have a better understanding of the overall issue? (no need to mention hotels name).
So far reading these post my impression is that you complained way too much and I would say Hilton took the right decision. But I can be wrong. Did you complaint because the shower was not working or because you didn't like the room's colour scheme? Hence examples would help. Just list some for reference (all complaint by hhonor App, not in public media) : 1. Refrigerator not cleaned, all dirties like after a bomb inside. - ningbo HGI 2. A service boy opened the door and look inside when I fell asleep nudely. - GuangZhu doubletree 3. No one can help when I alone arrived WuHan Hilton optic valley with 3 big baggage. Asked support but no one care, same result after complain when I left. 4. The worst one - Guiyang HGI USB socket is useless Door of washroom can't be closed (keep half open) Door of the Room can't be locked (feeling not safe after #2 ) Decoration |
Originally Posted by Zoe Tse
(Post 28825536)
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,... Their opinion is they are not. Think about it-500 guests stay in a hotel every night. Thousands per month. One or few people constantly complain. The others either don't or are happy with the services. |
Originally Posted by Zoe Tse
(Post 28825488)
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. With 40 stays, it would be logical you would have earned more than 20,000 points thus a portion of those 40 stays were award stays? When did you buy the points and how many award stays did you make since that purchase? Did you used at least 80,000 or even 160,000 points? I also like to point out that in the IT world, although bug reporting is encouraged and even at times rewarded, there is however one thing in common. In discovering a bug and in order to be seen as a good intention, one is expected to reach out to the company to allow them time to investigate, respond and maybe work on a solution before going public. Going public without giving notice is akin to blackmail or intentionally out to get the company. Does not sound like having the company interest at heart. |
Originally Posted by Miesque
(Post 28825573)
Just remember points/benefits from Loyalty Customer Programs of all kinds from hotel to airline to your local coffee shop are a PRIVILEGE not a RIGHT.
Loyalty programs are based on contracts. Hotels and airlines are bounded to that contracts. You can not sell points to a customer and then retain them, just because you like to do that. Even if a customer obtains points by fraud, i. e. 80k points, the company can not retain 260k points. Again The OP can sue Hilton in HKG. |
Originally Posted by Zoe Tse
(Post 28825656)
When can I post link? Seems new comer can't do it.
Just list some for reference (all complaint by hhonor App, not in public media) : 1. Refrigerator not cleaned, all dirties like after a bomb inside. - ningbo HGI 2. A service boy opened the door and look inside when I fell asleep nudely. - GuangZhu doubletree 3. No one can help when I alone arrived WuHan Hilton optic valley with 3 big baggage. Asked support but no one care, same result after complain when I left. 4. The worst one - Guiyang HGI USB socket is useless Door of washroom can't be closed (keep half open) Door of the Room can't be locked (feeling not safe after #2 ) Decoration You were speculating, if it's a racial thing by Honor. I'm sure it's not. I think, the representatives of the Chinese hotels, you gave your feedback about, made Hilton Honor to fire you. |
Originally Posted by thbe
(Post 28825828)
That is wrong for sure.
Loyalty programs are based on contracts. Hotels and airlines are bounded to that contracts. You can not sell points to a customer and then retain them, just because you like to do that. Even if a customer obtains points by fraud, i. e. 80k points, the company can not retain 260k points. Again The OP can sue Hilton in HKG. From what others have posted earlier, it clearly appears they can cancel the account according to that contract. Can she sue Hilton in HK? I don't know, but if she can she should do that and get it over with. |
Originally Posted by mapleg
(Post 28825877)
You just stated the loyalty program is governed by a contract.
From what others have posted earlier, it clearly appears they can cancel the account according to that contract. You can not eliminate the right of property by t&c for example. Companies still write these kind of things in their t&c. Not to have better chances in court, but to decrease the number of lawsuits. |
Originally Posted by thbe
(Post 28825899)
Not everything you write in your t&c will be part of the contract.
You can not eliminate the right of property by t&c for example. Companies still write these kind of things in their t&c. Not to have better chances in court, but to decrease the number of lawsuits. But, seems to me if you make a hobby out of trying to jig the system, or your hobby is complaining constantly, sometimes you get bitten. |
Anyone filing a lawsuit against Hilton in this situation is going to get a countersuit alleging Fraud which has far weightier ramifications.
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