Qwkynuf

I can only surmise that this post was written by someone with reading comprehension issues.

If you had actually read my post, you would have seen that I shared no opinion about whether the maintenance event was successful or not. I really don't have an opinion. My question, which you didn't address, was why Hilton continues to beat their head against the wall in here. They get beat up if they do, they get beat up if they don't. So, why do they bother?

Wouldn't we be way better off if they just bailed on us and left us to our own devices?

diburning

What do you want us to do, apologize for having the high expectation that things should work as expected?

Also, looking at the posts during the upgrade, they're merely reports of what users were observing, and don't appear to be complaints, although I can see why one could see it that way.

As for myself personally, no complaints here, just reporting in on what's going on with my account (and to see whether anyone else is having the same issues).

cjd

Thanks Lauren. My stay from last week has now posted correctly and total nights and stays all updated.

ashkale

There should be an exact date for this. Can't be open ended"a few days".

mileshound

This is not new information or additional information but just the exact same message that is on the website. Do you have any information about why it is taking over a week in addition to the 2 day planned outage? To us it looks like bad planning, bad communication and total ineptness of Hilton IT. Is there any additional information that makes sense of the situation so we can think otherwise?

Kacee

I'm slightly annoyed that points from a stay last week still have not posted yet, but this is not in the same GALAXY as the Marriott/SPG integration, which continues to be an ongoing dumpster fire of epic proportion.

retiredfromhilton

Hilton switched vendors for the management of Honors (Goodbye, Epsilon. Hello Olson). At exactly the same time they did away with the computer system (Polaris) that agents used to work on matters related to Honors. It was a bold move since they completely did away with Polaris when they made the switch of vendors. Agents are now managing Honors through Hilton's newly adopted relationship management vendor, Salesforce. This is a big deal. Agents who in many cases had decades of experience with Polaris are newbies. (When Hilton migrated reservations to Salesforce, they left its predecessor (Journey) available, which many agents have found very helpful.

As is always the case, the change did not exactly go as planned. E. g.: some agents are finding they do not have access to functions they need; the new system generates 10 digit Honors numbers, Hilton's Guest Assistance and legacy reservations system won't take 10 digit numbers. There are hosts of other issues as well.

I have no doubt Hilton will eventually award all of the points they should. But I would not wager on when 'eventually' will be.

NauticalWheeler

​​​​​​Completely agree. My account has updated and waiting a little over a week is nothing compared to what Marriott members are dealing with.

janner34

My recent stay posted with base, double bonus and Diamond bonus as expected, but missing the 1000 MyWay points for Embassy Suites

mnredfox

HHonors OUTSIDER

Thank you for posting. I have about 4 cancelled points stay that required cancelling to change the dates that points have not been returned yet. Also a one night paid stay Nov 1 that has not posted. So just letting everyone know its not completely resolved yet.

aww3583

Yes, well said.

I've been guilty of piling on in this thread, but the random changes/issues associated with this update have been entertaining.

I now have points activity (small bonus for attending an HGVC presentation) for activity I've never engaged in. The promotions page shows I'm enrolled in "HRGF Fast Track" and I have no idea what that means.

But, all in all, other than a delay in posting points for two recent stays, everything is basically as normal. I've made points, points + cash, and cash reservations in the past several days without a problem. Hopefully this update will make things smoother for HHonors and their IT department.

mileshound

Thanks for this but still Hilton did a bad job of managing expectations, training agents and all things related to the conversion. Is anything working well? As for the items you mention as did not go as planned, they had to have been known issues during the testing. That means someone made the call to continue without resolving. It appears that there was more pressure to meet a deadline than to do it flawlessly. In the end, not a well managed conversion. Shame on Hilton and we are paying the price.

I think we could all deal with agents fumbling around the new system for a while. Something that used to take 2 minutes could take 5-10 minutes. We all have been there and can understand the issues. What is frustrating is the automation not working. A basic function of cancelling an award reservation but then not having the points available to rebook for over a week is just inexcusable.

lincolnjkc

I'm likewise interested in/thankful for the information -- and Googling is turning up precious little about Honors + Epsilon or Honors + Olson --but based on the timing and the vendor changeover I can only assume that the Epsilon contract expired on 11/1 with either no provisions for holdover or unreasonable (in Hilton's POV, of course) terms for holdover that forced the cutover.

I've given the "no go" during go/no go calls on cutovers for much smaller concerns -- but we also risk manage our/our clients cutovers much more aggressively. A late success is better than an early (on time) failure, IMO.

TravelLawyer

I'm not sure what you are bantering about, but you quoted my "complaint" in your response. I specifically posted AFTER the update event was over. The phone app, website, etc. all stated that the updates were completed. When it's completed, I expect things to work - you know, things like booking a hotel room and using stated benefits. However, when they corrected the issue, I also updated my post to reflect that it was fixed and provided a data point of my observations. That's what people do here on FT. It wouldn't be much of a forum if no one ever said anything.

I for one appreciate that Hilton has a presence here to address the issues en masse. It also probably saves them resources from having to respond to 100 emails when people can just come here and see it answered/addressed.