IT Update Oct 30-31, 2018
Nov 16, 2018, 8:52 am
#286
Join Date: Feb 2013
Programs: Hilton Diamond
Posts: 4,243
It looks like I am all up to date except there was a one night points stay at the Seelbach on the 1st where I am not getting the diamond 1K points and I don't think the its showing up in the stay total. At this point it probably isn't worth the effort fixing
Nov 16, 2018, 9:07 am
#287
Join Date: Mar 2015
Location: CLE
Programs: UA:1K 0.81M
Posts: 135
And yeah, Marriott has its issues. I had a recent stay not post / e-mail me my receipt. Fortunately, it was a business trip and Concur e-receipt worked for expense reporting. Missing stay took about four days after submission to correct. One in four of my digital keys has worked.
Nov 16, 2018, 9:11 am
#288
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: 27,040
I'm not the only one folks... Hilton is losing a ton of money/loyalty over this 3 week+ debacle.
Myself, and another co-worker (who books 100s of nights for others), has called in multiple times and eventually hung up after 30+ minutes on hold (no exaggeration.) I also submitted a missing stay request on Monday for the stay that ended 3 weeks ago, 2 1/2 weeks when I submitted, and still hasn't posted. I did have one of my 5 stays during this outage post, it was on in the middle of the others, which is random.
I too, have managed large IT projects including systems merging due to company acquisitions. We tend to spend 10x-100x the amount of time planning major changes than the change actually takes. 3 weeks now Hilton hasn't been able to get things straight - at their size - they should have the top consultants in the world in the building by now fixing these issues. This was an originally planned 48 hour outage IIRC (Oct 30-31), and we're now at 3 weeks... and the only thing I've seen is passive aggressive messages about "your stays are coming" with the underlying "STOP CALLING US" tone.
On a side note, I already occasionally stay at Marriott/SPG properties. I've had zero issues booking stays or getting points during and shortly after their major merger. As always, your mileage may vary, but in my limited stays with Marriott/SPG, no issues. Meanwhile, I can't get my Hilton points for thousands of dollars of spent with them.
Myself, and another co-worker (who books 100s of nights for others), has called in multiple times and eventually hung up after 30+ minutes on hold (no exaggeration.) I also submitted a missing stay request on Monday for the stay that ended 3 weeks ago, 2 1/2 weeks when I submitted, and still hasn't posted. I did have one of my 5 stays during this outage post, it was on in the middle of the others, which is random.
I too, have managed large IT projects including systems merging due to company acquisitions. We tend to spend 10x-100x the amount of time planning major changes than the change actually takes. 3 weeks now Hilton hasn't been able to get things straight - at their size - they should have the top consultants in the world in the building by now fixing these issues. This was an originally planned 48 hour outage IIRC (Oct 30-31), and we're now at 3 weeks... and the only thing I've seen is passive aggressive messages about "your stays are coming" with the underlying "STOP CALLING US" tone.
On a side note, I already occasionally stay at Marriott/SPG properties. I've had zero issues booking stays or getting points during and shortly after their major merger. As always, your mileage may vary, but in my limited stays with Marriott/SPG, no issues. Meanwhile, I can't get my Hilton points for thousands of dollars of spent with them.
Aggravating, yes. However theyre getting things worked out. As with any sizeable project, slow and steady wins the race.
Nov 16, 2018, 12:00 pm
#290
FlyerTalk Evangelist
Join Date: Mar 2014
Location: 4éme
Posts: 12,019
Nov 16, 2018, 1:07 pm
#291
Join Date: Jan 2008
Location: Europe
Programs: Hilton Honors, Marriott Bonvoy, Accor, Hyatt, (Former IHG Ambassador)
Posts: 1,382
All of my coworkers are pissed as well... some need their points for upcoming personal stays in December. We're all going back to Marriott for 2019 (3 Diamonds, & hundreds more nights that are booked for others)... this disaster will do more for Marriott than anything they ever could've marketed.
Ditching Hilton to go to Marriott ?!?
You guys must enjoy pain and suffering.
Members over on that program have stays all the way back from SUMMER 2018 which have still not posted. Thats like 4 months back.
And the endless screams of agony from members in dozens of flyertalk threads in the new merged starwood/marriott section read like something out of Dante's infero.
Don't do it man.
If you're gonna dump Hilton and take all your money elsewhere....then at least do it right. Pick a hotel loyalty program that actually works, and doesn't shaft its most loyal members up the a** without apology or compensation for weeks (or months) on end.
Nov 16, 2018, 1:49 pm
#292
Join Date: Aug 2012
Location: DTW / FNT
Programs: The Dastardly Quintet.
Posts: 582
My 50th night "Milestone" Bonus showed up under my 51st night stay (2 different hotels - 2 different cities). Folio for 50th night still showing 0 points, while 51st night shows 18k+ (inc the 10k bonus).
Nov 16, 2018, 1:55 pm
#293
Join Date: Aug 2012
Location: DTW / FNT
Programs: The Dastardly Quintet.
Posts: 582
Lol, have fun with that. Hilton has been having intermittent problems for like 15 days now, which isn't cool, but Marriott's systems have been messed up since August. Also, other aspects of Marriott IT are way behind Hilton (online check-in doesn't really do anything, digital key is never available, folios often aren't visible online).
After many years of people preaching about Marriott/SPG to me as a pretty die-hard Hilton guy, I've done a lot of stays with Marriott over the past year and the grass is in no way greener - not in terms of loyalty benefits, point earning, or IT. I have mostly found my way back to Hilton, but do what works for you.
After many years of people preaching about Marriott/SPG to me as a pretty die-hard Hilton guy, I've done a lot of stays with Marriott over the past year and the grass is in no way greener - not in terms of loyalty benefits, point earning, or IT. I have mostly found my way back to Hilton, but do what works for you.
Nov 16, 2018, 2:52 pm
#294
Join Date: Nov 2016
Posts: 183
Points for all my paid stays have eventually come through.
Points for cancelled reward nights have not been returned.
Diamond bonus points and nights stayed count for a points stay have not come through.
The miles&more miles for the last two stays in October did not arrive.
Before the "upgrade", things were occasionally slow. Now it's quite unreliable.
Not being able to trust a system is something that makes me inclined to avoid it.
Points for cancelled reward nights have not been returned.
Diamond bonus points and nights stayed count for a points stay have not come through.
The miles&more miles for the last two stays in October did not arrive.
Before the "upgrade", things were occasionally slow. Now it's quite unreliable.
Not being able to trust a system is something that makes me inclined to avoid it.
Nov 16, 2018, 7:54 pm
#296
Suspended
Join Date: Aug 2010
Location: Vancouver
Programs: CX DM, SQ TPP, QF GO LIFE, OZ*G LIFE, Marriott TIT LIFE, WOH GLOBALIST LIFE, HH DM, BA GO LIFE
Posts: 598
Does anybody know why the stay credit is taking longer than usual after the system upgrade? Hilton was one of the programs that provided prompt crediting of stays (within 48 hours of check out). Any insights would be helpful to understand what has gone wrong and what hilton is doing to correct this.
Nov 17, 2018, 1:42 am
#297
Join Date: Feb 2015
Location: United Kingdom
Programs: Bonvoy LTTitanium, BAEC Silver
Posts: 590
Five night stay where I checked out yesterday is showing on my HH account already. Maybe they have turned a corner?
I'm particularly happy as this one takes me to 61 nights and my status now shows as Diamond
I'm particularly happy as this one takes me to 61 nights and my status now shows as Diamond
Last edited by Saint4805; Nov 17, 2018 at 4:29 am
Nov 17, 2018, 2:51 am
#298
Join Date: Jan 2008
Location: Europe
Programs: Hilton Honors, Marriott Bonvoy, Accor, Hyatt, (Former IHG Ambassador)
Posts: 1,382
Does anybody know why the stay credit is taking longer than usual after the system upgrade? Hilton was one of the programs that provided prompt crediting of stays (within 48 hours of check out). Any insights would be helpful to understand what has gone wrong and what hilton is doing to correct this.
You haven't read this thread at all have you ?
Super short version:
Hilton did an IT sytems update on 31 October and made such a royal mess of it, that many people still have various missing points/stays 2 and half weeks later.
On top of that, Hilton refuse to apologise.
Nov 17, 2018, 5:21 am
#299
Join Date: May 2013
Programs: HHonors Diamond AA Platinum
Posts: 301
Finally got through to a nice lady that was able to help me. It appears as though this is an ongoing problem and is not an "any day now" situation. She worked through my missing stays and got them situated. Im not confident that this is going to be fixed anytime soon, or that there is even work being done, but Im glad to know mine are at least fixed.
With the maintenance notification off, I am so curious what is the next step.
With the maintenance notification off, I am so curious what is the next step.
Nov 17, 2018, 6:02 am
#300
Suspended
Join Date: Jul 2012
Location: Here
Programs: HHonors Diamond, AA EXP
Posts: 1,496
So it seems the bookings made on points are not being counted as stays or nights and consequently not earning any points. Really disturbing if this portion of logic was missed by the vendor.