New Delays in Points Balance Updating and Other Confusion
May 2, 2019, 6:35 am
#1
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,322
New Delays in Points Balance Updating and Other Confusion
When I've previously cancelled points reservations, the points reappear in my account within 5-10 minutes. I cancelled a points reservation yesterday and as of almost 24-hours later, the points have not reappeared. HHonors Twitter Support says "please be patient as they should post soon".
I'm still missing points from an 10,000 point promo bonus back in March. HH Twitter initiated an investigation 2+ weeks ago and I've had no response.
I'm still missing points from an 10,000 point promo bonus back in March. HH Twitter initiated an investigation 2+ weeks ago and I've had no response.
May 2, 2019, 7:40 am
#2
FlyerTalk Evangelist
Join Date: Feb 2001
Location: RDU <|> MMX
Programs: AA EXP 2MM, SK EBS
Posts: 12,483
When I've previously cancelled points reservations, the points reappear in my account within 5-10 minutes. I cancelled a points reservation yesterday and as of almost 24-hours later, the points have not reappeared. HHonors Twitter Support says "please be patient as they should post soon".
I'm still missing points from an 10,000 point promo bonus back in March. HH Twitter initiated an investigation 2+ weeks ago and I've had no response.
I'm still missing points from an 10,000 point promo bonus back in March. HH Twitter initiated an investigation 2+ weeks ago and I've had no response.
May 2, 2019, 5:05 pm
#3
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,322
Called the Diamond Desk...
The points from the cancelled reservation posted immediately. Their system shows a running total that reflects same.
The Diamond Desk agent with whom I had previously booked a points + certificate reservation with booked it incorrectly which led to the huge discrepancy in points. The amount of the discrepancy was the same amount of the cancellation points.
Tonight's phone agent said the only way to remedy the incorrect reservation was to cancel the entire reservation and wait until the points repost (could be instantaneous, could be 24 hours) and then call back and re-book it, hoping inventory doesn't change. She said that "depending on which agent I get when I call in" they could be "on a fast server, or a slow server." She gave me a customer service bonus which was nice.
Sounds like customer service is as frustrated with IT as the actual customers are.
The points from the cancelled reservation posted immediately. Their system shows a running total that reflects same.
The Diamond Desk agent with whom I had previously booked a points + certificate reservation with booked it incorrectly which led to the huge discrepancy in points. The amount of the discrepancy was the same amount of the cancellation points.
Tonight's phone agent said the only way to remedy the incorrect reservation was to cancel the entire reservation and wait until the points repost (could be instantaneous, could be 24 hours) and then call back and re-book it, hoping inventory doesn't change. She said that "depending on which agent I get when I call in" they could be "on a fast server, or a slow server." She gave me a customer service bonus which was nice.
Sounds like customer service is as frustrated with IT as the actual customers are.
May 3, 2019, 5:45 am
#4
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,322
Cancellation points took about 8 hours to post.
I tried to make the desired reservation via the app and of course, it showed no availability. Last night, when I proposed this exact scenario to the Diamond Desk agent, she said "Oh I expect no issues. I can see 15 rooms available for points in that specific room type."
I called in to the Diamond Desk and they echoed the results shown online. Mysteriously, all 15 of the 2Q rooms described as available 8 hours were showing as unavailable.
She was able to "force" (her term, not mine) into an accessible room at the standard room award rate.
I tried to make the desired reservation via the app and of course, it showed no availability. Last night, when I proposed this exact scenario to the Diamond Desk agent, she said "Oh I expect no issues. I can see 15 rooms available for points in that specific room type."
I called in to the Diamond Desk and they echoed the results shown online. Mysteriously, all 15 of the 2Q rooms described as available 8 hours were showing as unavailable.
She was able to "force" (her term, not mine) into an accessible room at the standard room award rate.