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No points posted for recent stay— be patient? Or request missing points?

No points posted for recent stay— be patient? Or request missing points?

Old May 1, 19, 7:29 pm
  #1  
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Join Date: Sep 2012
Posts: 4,384
No points posted for recent stay— be patient? Or request missing points?

My wife and I (and our baby) just completed 5 nights at Hawaiian Village. The first 3 nights were revenue nights (AAA rate), the last 2 were awards. We contacted the reservation dept to link the reservations so we stayed in the same room, but they maintained their own confirmation numbers. We checked in on 4/23 and out on 4/28, and on the (Diamond) account today we see the 2 stays. Both stays show 0 points earned. The receipts clearly show the proper expenses, including restaurant charges and resort fees. Do the stays show up before the points do? I don’t remember ever running into this scenario before (stay shows up but 0 points), but maybe I don’t usually check the account so soon. Wait? Or request missing points now?
DaveInLA is offline  
Old May 1, 19, 7:35 pm
  #2  
 
Join Date: Nov 2010
Location: No. California
Programs: UA MP HH
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Give it another day or so.
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Old May 2, 19, 12:57 am
  #3  
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As above, give it a couple of days. My stays often initially show with nothing and a day or three later the points show up.
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Old May 2, 19, 2:01 pm
  #4  
 
Join Date: Apr 1999
Location: Montréal, Canada
Posts: 1,313
I have the same issue from a stay on April 19.
flyme2 is online now  
Old May 2, 19, 7:13 pm
  #5  
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Originally Posted by flyme2 View Post
I have the same issue from a stay on April 19.
points still haven’t posted?
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Old May 2, 19, 8:34 pm
  #6  
 
Join Date: Jul 2017
Location: Ohio
Programs: Hilton Diamond, Hyatt Discoverist, Marriott Gold, Dirt Elsewhere
Posts: 83
Give it a Week from Check Out

Originally Posted by DaveInLA View Post
My wife and I (and our baby) just completed 5 nights at Hawaiian Village. The first 3 nights were revenue nights (AAA rate), the last 2 were awards. We contacted the reservation dept to link the reservations so we stayed in the same room, but they maintained their own confirmation numbers. We checked in on 4/23 and out on 4/28, and on the (Diamond) account today we see the 2 stays. Both stays show 0 points earned. The receipts clearly show the proper expenses, including restaurant charges and resort fees. Do the stays show up before the points do? I don’t remember ever running into this scenario before (stay shows up but 0 points), but maybe I don’t usually check the account so soon. Wait? Or request missing points now?
Every once in a while, I run into a similar situation. Interestingly, another property in Hawaii TWICE, on two separate stays, failed to post points to my account. Whenever I contact the Diamond Desk about missing points, they always tell me to wait a week for the points to show up. Inevitably when the points don’t appear, I email the DD and include my confirmation number(s), dates of stay, and an attachment of the folio(s) in question. This method has always worked for me, and within a few hours the points and stay/night credit are properly adjusted. Give it a week, send the DD an email, and I’m sure you’ll get all the points, night and stay credit you are entitled to!

By the way, I hope you had a pleasant stay in Hawaii! 😀
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Old May 3, 19, 12:31 am
  #7  
:D!
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Location: Aberdeen, Bella Vista and Croydon
Programs: BA Spire, Hilton *G, A3 Diamond, IHG Silver
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My experience is that if points don't show up within 2 days of check-out (excluding weekends), they won't.

You still have to wait about 7 calendar days before anyone will do anything about it, but once those have passed, filing a claim or emailing the DD will get your points quickly.
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Old May 3, 19, 5:19 pm
  #8  
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Join Date: Sep 2012
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Thanks for the replies! We checked our 5 days ago so I’ll contact them next week. I have the DD’s phone number but not their email. Can anybody share that? I always prefer to email.
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Old May 4, 19, 2:58 am
  #9  
 
Join Date: Apr 1999
Location: Montréal, Canada
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Originally Posted by DaveInLA View Post


points still haven’t posted?
Points and stay credit posted today, after I completed the online missing stay form yesterday.
flyme2 is online now  
Old May 4, 19, 5:50 am
  #10  
 
Join Date: Jul 2013
Location: PNS
Programs: HH Diamond; National EE
Posts: 1,303
Diamond email is no longer functional. In the past, you’d get an auto reply with a case number and usually a resolution in 48-72 hours.

Now, no auto response and no replies. I’ve emailed twice regarding missing points in the last month and have not received a response.

I called the Diamond line and made sure to not select “reservations” and immediately received help.

The last time I called the diamond line and selected reservations, the agent badly messed up the booking requiring two additional callbacks. I assume by selecting reservations, your call is routed to the regular reservation line.
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Old May 4, 19, 10:42 pm
  #11  
:D!
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Originally Posted by aww3583 View Post
[left]Diamond email is no longer functional. In the past, you’d get an auto reply with a case number and usually a resolution in 48-72 hours.
Which address did you use that isn't working any more? In March I used [email protected]
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Old May 5, 19, 1:28 am
  #12  
 
Join Date: May 2005
Location: Kiev, Ukraine
Programs: Mucci, BA Gold, PS, HHonors Lifetime Diamond
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I completed two stays recently and got zero points for both. Something is wrong with their systems. I filed the missing stay request but can’t understand why points stoped posting automatically last week.
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Old May 5, 19, 10:35 am
  #13  
 
Join Date: Jan 2000
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Originally Posted by Andriyko View Post
I completed two stays recently and got zero points for both. Something is wrong with their systems. I filed the missing stay request but can’t understand why points stoped posting automatically last week.
Same here, last 3 stays show zero points.
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Old May 5, 19, 11:12 am
  #14  
 
Join Date: May 2005
Location: Kiev, Ukraine
Programs: Mucci, BA Gold, PS, HHonors Lifetime Diamond
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Originally Posted by Tomphot View Post


Same here, last 3 stays show zero points.
I talked with a Hilton Honors representative and he told me that they were upgrading their systems and experiencing issues with points posting. They could not add them manually either and had to open a case for both stays.
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Old May 9, 19, 4:33 pm
  #15  
 
Join Date: Mar 2017
Location: DCA; BDL
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I had two stays (one from November 2018 and one from early this year) that had failed to post. I have submitted missing stay requests using the online form at least twice (it might have been three times). But I received no love from those attempts.

So, this morning I explained the situation in an email to the Diamond line ([email protected]), and attached relevant supporting data with the email (as I had done previously via the online form).

Hilton responded to me within about ONE HOUR from my submission of the email - both issues resolved. The missing points and the updated nights count were already resolved in my account when I logged in to check after seeing Hilton's response email in my inbox.
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