IT Update Oct 30-31, 2018
Dec 27, 2018, 3:30 pm
#571
Join Date: Jan 2018
Posts: 23
Just wanted to share and add to the data point.
Had 3 stays/7 nights missing over the 31 Oct / early Nov period. Multiple emails and chat sessions to get my 60 nights milestone bonus was unsuccessful over the last 6 weeks. Once was given 3000 "we are sorry" points, but mostly was the usual response as reported here. I finally read about those using Twitter DM. I've never used Twitter, set up a new account purposely for this.
Glad to report after 3 days (slow Twitter response, maybe due to time zone difference. I'm from Malaysia) I woke up today with a DM reply as below.
"You are absolutely correct. This is still an ongoing issue that has affected the posting of the Milestone bonuses. We apologize you were impacted. We see that you have met the requirements and have posted 40,000 points to your account. Please let us know if we may be of further assistance. - Charli"
My account is showing the extra 40,000 points, but the milestone slider has not moved. At least my points tally is now correct. Not sure if later the missing 7 nights (making it 62 nights total for the year) will update and carry over to next year.
Had 3 stays/7 nights missing over the 31 Oct / early Nov period. Multiple emails and chat sessions to get my 60 nights milestone bonus was unsuccessful over the last 6 weeks. Once was given 3000 "we are sorry" points, but mostly was the usual response as reported here. I finally read about those using Twitter DM. I've never used Twitter, set up a new account purposely for this.
Glad to report after 3 days (slow Twitter response, maybe due to time zone difference. I'm from Malaysia) I woke up today with a DM reply as below.
"You are absolutely correct. This is still an ongoing issue that has affected the posting of the Milestone bonuses. We apologize you were impacted. We see that you have met the requirements and have posted 40,000 points to your account. Please let us know if we may be of further assistance. - Charli"
My account is showing the extra 40,000 points, but the milestone slider has not moved. At least my points tally is now correct. Not sure if later the missing 7 nights (making it 62 nights total for the year) will update and carry over to next year.
Dec 27, 2018, 7:30 pm
#573
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,640
Data Point: I'm missing a stay. I contacted them on Twitter. Response requested info to verify that I am the owner of my account. I responded with the requested info. 18 hours pass. Someone else running the Twitter account requests other verification info.
And I thought Marriott was bad.
And I thought Marriott was bad.
Dec 27, 2018, 7:35 pm
#574
Join Date: Jan 2018
Posts: 23
Data Point: I'm missing a stay. I contacted them on Twitter. Response requested info to verify that I am the owner of my account. I responded with the requested info. 18 hours pass. Someone else running the Twitter account requests other verification info.
And I thought Marriott was bad.
And I thought Marriott was bad.
Dec 27, 2018, 11:41 pm
#575
Join Date: Dec 2018
Programs: HHonors, Etihad Guest
Posts: 6
They are having a system problem with tier status. I have been Diamond for a number of years. For the last week I have been greeted as Gold, but when I ask the hotel checks the system and confirms Diamond. Last night the app shows Gold and I have big argument with the hotel. I rang Customer Services, got it corrected back to Diamond. This morning the app shows Gold again. It seems that every time the system updates the year to date stays it is setting tier based on current year earning, not the annual status.
Dec 28, 2018, 12:16 am
#576
Join Date: Feb 2017
Location: JNB
Programs: HH Diamond, Marriott Silver
Posts: 24
Each response was a different person for me as well, just try to respond to them as soon as possible in the DM chat.
Dec 28, 2018, 1:27 am
#577
Join Date: Dec 2018
Programs: HHonors, Etihad Guest
Posts: 6
Same message
I was downgraded a few days ago and I sent an email to the Diamond desk. I received a response today:
Thank you for your inquiry regarding your Honors account. We appreciate you taking the time to contact us.
We are aware of an issue where some member’s accounts are having their tiers downgraded inadvertently. This is sometimes occurring when a manual stay is posted but there are other accounts where we are seeing a downgrade that is occurring systematically. We have a ticket open and will update this message when we have more information.
You may contact our Hilton Honors Support Desk at 1-866-424-1877 for further assistance with regards to your tier upgrade
As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at [email protected].
Thank you for your inquiry regarding your Honors account. We appreciate you taking the time to contact us.
We are aware of an issue where some member’s accounts are having their tiers downgraded inadvertently. This is sometimes occurring when a manual stay is posted but there are other accounts where we are seeing a downgrade that is occurring systematically. We have a ticket open and will update this message when we have more information.
You may contact our Hilton Honors Support Desk at 1-866-424-1877 for further assistance with regards to your tier upgrade
As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at [email protected].
I just spoke to local call centre who could not fix my account, but told me that my total stays for 2017 was 29. Since I requalified with 30 stays last year, it seems either a historic stay has been deleted or they have a bug in the calculation of stays. I was also told that I have been Gold since 20th August 2018, although the app showed Diamond status until yesterday. I first noticed something wrong on 24th December when I was greeted as a Gold member.
Dec 28, 2018, 2:25 am
#578
Join Date: Mar 2017
Location: DCA; BDL
Programs: AA EXP; HH Diamond; SPG/Mar Platinum; UA Silver
Posts: 17
I've been logging in to my Hilton account every morning since December 22nd when I noticed this issue. When I talked to Hilton on the 22nd, they said my account had gotten downgraded to Gold on December 20th. Every morning since then I've logged in to check - still showing Gold (the same with the mobile application). However, this morning, December 28th, my account finally shows Diamond again. My stays, nights, points, and base points are all what they should be. So it appears that this is slowly get worked out.
Dec 28, 2018, 3:46 pm
#579
Join Date: May 2013
Programs: HHonors Diamond AA Platinum
Posts: 301
I have 3 stays next week and refused to do it at Hilton, not because of the screw up and IT issues, but because NOBODY can give me a straight answer. Nobody can tell me why my status changed, why I never received my bonus, etc. Then add that nobody can give me even a ballpark of when these issues will be fixed and as someone that lives a points game as a small business owner, Im not willing to spend money with a brand that cannot give me the courtesy of at least responding to my email or phone call with more than a stock letter.
While I prefer this program over Hyatt in their current states (I was Hyatt Diamond before Globalist program began), when issues occurred, I was able to speak to someone and get issues resolved or at least treated as a customer, rather than given stock garbage answers.
While I prefer this program over Hyatt in their current states (I was Hyatt Diamond before Globalist program began), when issues occurred, I was able to speak to someone and get issues resolved or at least treated as a customer, rather than given stock garbage answers.
Dec 28, 2018, 11:16 pm
#580
Join Date: Jun 2012
Location: New England
Programs: American Gold, Marriott Gold, Hilton Silver
Posts: 5,640
After contacting them, I was told that everything posted correctly. I went back in and looked again and miraculously everything posted correctly, and they gave me a 5,000 point bonus. So, either they fixed my account and feigned ignorance or their systems coincidentally happened to catch up for my account today. Either way, I'm happy now!
Dec 29, 2018, 4:30 pm
#581
Join Date: Jun 2018
Posts: 170
Has anyone gotten their 2017 rollover stays to count yet? I have put in multiple calls to the Diamond line starting three weeks ago and they've "opened cases" to no avail. This doesn't even count the frustrating email exchanges with the illiterate/bot Diamond email system. What else should I try? Any reason to think Twitter will work better?
Dec 29, 2018, 5:19 pm
#582
Join Date: Mar 2007
Location: Cheshire
Programs: HH Diamond, IHG Diamond Am Elite, Best Western Gold, Marriott Bonvoy Gold, Radisson Rewards Gold
Posts: 1,712
Has anyone gotten their 2017 rollover stays to count yet? I have put in multiple calls to the Diamond line starting three weeks ago and they've "opened cases" to no avail. This doesn't even count the frustrating email exchanges with the illiterate/bot Diamond email system. What else should I try? Any reason to think Twitter will work better?
Dec 29, 2018, 5:44 pm
#583
Join Date: Jan 2017
Posts: 55
Has anyone gotten their 2017 rollover stays to count yet? I have put in multiple calls to the Diamond line starting three weeks ago and they've "opened cases" to no avail. This doesn't even count the frustrating email exchanges with the illiterate/bot Diamond email system. What else should I try? Any reason to think Twitter will work better?
Dec 30, 2018, 2:45 am
#584
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
Has anyone gotten their 2017 rollover stays to count yet? I have put in multiple calls to the Diamond line starting three weeks ago and they've "opened cases" to no avail. This doesn't even count the frustrating email exchanges with the illiterate/bot Diamond email system. What else should I try? Any reason to think Twitter will work better?
I was told via the chat box that they will show up in my account and will still rollover for 2019 ........ I'm not holding my breath!
Aside from this with the new speedy stay posting update has been working however my stay yesterday at Hilton Birmingham metropole has posted but not the points.....obviously still issues at Hilton IT.
Last edited by wizla; Dec 30, 2018 at 2:50 am
Dec 30, 2018, 5:06 am
#585
Join Date: Sep 2007
Programs: AA, BA, Accor, Honors Diamond, IHG Diamond Elite and lots more....
Posts: 2,970
Has anyone gotten their 2017 rollover stays to count yet? I have put in multiple calls to the Diamond line starting three weeks ago and they've "opened cases" to no avail. This doesn't even count the frustrating email exchanges with the illiterate/bot Diamond email system. What else should I try? Any reason to think Twitter will work better?
I am over 60 nights, and 30 odd stays this year although my app says 0 stays and 5 nights so far!