We had a lovely 14 night Hilton stay over Christmas. The stay was made up of 3 reservations of 7 nights, 6 nights and one night respectively. The hotel let us stay in the same room for the whole stay, without checking out and back in again, with all the charges rolling forward onto the final reservation.

The three reservations have posted. The first two with zero points (fair enough) but the last one with points for just one night (around €200). So a missing stay/points request has been submitted with all the details and followed up with a copy of the final invoice invoice showing itemised charges for each of the 14 nights.

This is the response we have received from a ‘Corporate Guest Relations Specialist’ :

Thank you for your inquiry regarding stay credit. We appreciate you taking the time to contact us. I sincerely apologize for the inconvenience caused to you.Please be assured your stay from December 16-30, 2018 has been posted to your account and you have been credited 9,532 points for the same.
As always, thanks for traveling with us and please let us know if you have any other questions.

The ‘specialist’ obviously didn’t read any of the details supplied or stop to think that 9,532 points was rather low for a 14 night paid stay. I despair!

An update:
After querying the first response another specialist got on the case and the correct number of points were credited a short time ago.

Now we need to find out about the milestone credit for the 60 night milestone which was also achieved on this stay....

Thank you. That’s useful to know and explains the latest response of “we can’t do anything about it because the system is down”.

I have made a New Year’s resolution to take regular screen shots of the accounts summary page. Now that we have started 2019 I am kicking myself for not taking a screen shot before the last stay of 2019, just in case...