IT Update Oct 30-31, 2018
Nov 2, 2018, 3:32 pm
#61
Company Representative - Honors by Hilton
Original Poster
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
Thanks for the update. As of a few minutes ago the Past Stays and Points Activity sections in my account are still missing 8 stays ranging from January thru mid-October. My points total and stay count are correct. I reported this problem yesterday to Customer Service. Do you have any idea when they are going to add back the data on all of these stays? I can't imagine that I'm the only one in this situation.
I just want to make sure that your IT department is aware of the problem and has a plan to fix it. Thanks again!
ETA: The missing stays were all there before the recent IT update so I'm assuming the update made them disappear.
I just want to make sure that your IT department is aware of the problem and has a plan to fix it. Thanks again!
ETA: The missing stays were all there before the recent IT update so I'm assuming the update made them disappear.
If it's not fixed in the next few days, send me a PM with the details and I can ask the team to look into this further.
Thank you!
Lauren
Nov 2, 2018, 4:44 pm
#63
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
The available points total is apparently not looking at the correct place. Ie even though new bookings are deducting points from the new database, the points total shown online/ in app still reflect the total as If nothing deducted. If you try and book a reward it'll correctly deduct the points and issue the certificate. However once that's done the total available doesn't change. If you go and try and book another reward the system will act like you still have the same available balance. Its not till You click book it errors out (If true balance wasn't enough for the 2nd reward), saying you need to contact hotel.
Nov 2, 2018, 5:58 pm
#64
Join Date: Mar 2013
Posts: 56
Checked out last Friday and my stay showing up in my account but at 0 points and 0 stay. I'm hoping it will update quickly as I'll become gold after this stay posted and I have an upcoming reservation in a few days where I would like to enjoy the gold benefits.
Last edited by Bryant.Jr; Nov 2, 2018 at 6:11 pm
Nov 2, 2018, 8:39 pm
#65
Join Date: Oct 2010
Location: Switzerland
Programs: AY+ Platinum, SK Gold, BAEC Silver, airbaltic VIP, Radisson VIP
Posts: 6,529
I asked the twitter team to upgrade my status so I could enjoy the benefits which they did and I am very happy about it as I am in the middle of a trip. Maybe you can try the same.
Nov 3, 2018, 8:29 am
#66
Join Date: Jan 2003
Location: New York, NY, USA
Programs: UA 1K - 2.1MM, HH LT Diamond, IHG Diamond, Bonvoy LT Titanium, Hyatt Glob
Posts: 766
All previous award stays no longer appear in the account history. The YTD nights total is correct but it’s not possible to review or confirm if the Lifetime night count is correct.
Nov 3, 2018, 8:40 am
#67
Join Date: Nov 2010
Location: No. California
Programs: UA MP HH LTD
Posts: 2,040
Nov 3, 2018, 8:46 am
#68
Join Date: Jan 2003
Location: New York, NY, USA
Programs: UA 1K - 2.1MM, HH LT Diamond, IHG Diamond, Bonvoy LT Titanium, Hyatt Glob
Posts: 766
Nov 3, 2018, 11:11 am
#69
Join Date: Oct 2000
Location: Seattle WA, USA
Programs: Hilton Diamond, Marriott LT Plat, AS Lounge
Posts: 3,478
It's great that we have Lauren to fall back on here but she shouldn't have to do the work that Customer Service should do, especially when Hilton IT created the problem in the first place.
Nov 3, 2018, 7:32 pm
#71
Join Date: Jul 2018
Posts: 19
My account is still showing pending for a cash stay earlier this week.
Shows the stay but no points, no 0, no pending for a points + cash stay last weekend.
And, of course the past rewards stays are missing, which make it difficult to make sure the points post correctly.
Do rewards nights OR cash+points nights count towards the milestone bonuses? If so, then mine isn't correct.
Shows the stay but no points, no 0, no pending for a points + cash stay last weekend.
And, of course the past rewards stays are missing, which make it difficult to make sure the points post correctly.
Do rewards nights OR cash+points nights count towards the milestone bonuses? If so, then mine isn't correct.
Nov 3, 2018, 11:22 pm
#73
Join Date: May 2012
Location: Phuket Thailand
Programs: HH Diamond, BA Gold, IHG Gold, Oman Gold
Posts: 1,038
Anyone else having issues booking. Both app and site are telling call to book on various locations and dates. The new look site is pretty poor once you get into it as well.
Nov 3, 2018, 11:33 pm
#74
Join Date: Oct 2010
Location: Switzerland
Programs: AY+ Platinum, SK Gold, BAEC Silver, airbaltic VIP, Radisson VIP
Posts: 6,529
App problems, yes. Can‘t access bookings at all, it says „hotel requested not found“. And night / points count are still not updated (last update is from 27.10.) but I think it will need more time.