Points not posting - ongoing HH IT issues
May 9, 2019, 6:29 am
#16
Join Date: Nov 2004
Programs: HH Diamond, EX-AA Explat, WN Loyalist
Posts: 366
Would be nice if the Hilton Rep on here would take the bull by the horns and get this resolved... Might be a Lifetime Diamond issue? Who knows? But either way, it is poor customer service to try and get this resolved and have to have us chase the issue for weeks. They claim resolution in 24-48 hrs. I am now at 1 week and no resolution and almost 2-3 weeks since it started. What the hell??
May 9, 2019, 9:47 am
#17
Original Poster
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold, TK Elite, HHonors Lifetime Diamond
Posts: 7,691
They must be thinking that we no longer need points?
It is horrible customer service. I have a feeling that no one is doing anything. An agent sees an error, comes up with a random explanation, promises that this is being resolved to get rid of us, and then nothing. I received an e-mail today that they could not post one of the stays because I did not provide the dates for the stay
, which are of course indicated in the confirmation. And that response came from some senior guest relations specialist.
Ten mentions of how much they appreciate me, and then just this one line.
Last edited by Andriyko; May 9, 2019 at 10:00 am
May 9, 2019, 11:09 am
#18
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,588
This is hardly new. I've been a member since the early naughties and the only really good service I would get would be from the (now shut) Glasgow Honors team which were reachable by phone or email.
Right now I'm going back and forth chasing up a DT hotel stay that hasn't posted with our F&B spend. "No points for bar charges at DT, only food" is just one of the replies.
Right now I'm going back and forth chasing up a DT hotel stay that hasn't posted with our F&B spend. "No points for bar charges at DT, only food" is just one of the replies.
May 10, 2019, 10:27 am
#20
Join Date: Aug 2018
Location: Atlanta
Posts: 443
I don’t understand people having an issue getting points when they don’t post. While it does not happen often, when points don’t post I just call the diamond desk. I have never had an agent who did not immediately credit my account with the missing points. I did this just last week. I have never heard any mention of “opening a ticket” or any other excuse. Each time it has been handled promptly and sometimes I even get additional points for the hassle (which I don’t ask for).
May 10, 2019, 11:16 am
#21
Join Date: Nov 2013
Posts: 86
It definitely happend since April. I made a points redemption on 9 April and the points on the stays since then do not tally with my current points balance. Way less than what it should be. I've emailed Diamond Desk 3 times, called the Diamond line 3 times and was disconnected all 3 times, all of them are saying its some system error and can't retrieve points history from a month ago! A ticket was opened 2 weeks ago but nothing communicated since then.
I really wonder how Hilton is going to resolve it and I wasn't given any goodwill compensation. Am planning to use my points or book revenue for future stays but am very hesitant. Truly a frustrating experience.
I really wonder how Hilton is going to resolve it and I wasn't given any goodwill compensation. Am planning to use my points or book revenue for future stays but am very hesitant. Truly a frustrating experience.
May 10, 2019, 12:51 pm
#22
Join Date: May 2019
Programs: Hilton Honors
Posts: 1
Missing points, stays and nights
My Account has not been updated since 18 March, 27 nights and counting.
called CS four times, Facebook chat and emails, nothing done since 22 March, almost 2 months have passed since and nobody has done anything to change the situation.
worse still, CS does not bother to follow up with updates and assurances. They say they are aware that there might be a technical breach (identified as a known problem since 10 Apr), yet their IT team has not been able to resolve it until today.
Received compensation points of 2,000 and 5,000 respectively, but frustrating to not know what is going on despite continued loyalty.
should really flame their technical and CS team for not being able to solve the issue.
called CS four times, Facebook chat and emails, nothing done since 22 March, almost 2 months have passed since and nobody has done anything to change the situation.
worse still, CS does not bother to follow up with updates and assurances. They say they are aware that there might be a technical breach (identified as a known problem since 10 Apr), yet their IT team has not been able to resolve it until today.
Received compensation points of 2,000 and 5,000 respectively, but frustrating to not know what is going on despite continued loyalty.
should really flame their technical and CS team for not being able to solve the issue.
May 10, 2019, 2:47 pm
#23
Join Date: Apr 2018
Location: On the road
Programs: HHonors Diamond
Posts: 8
Along the same lines, I haven't received my Milestone Bonus for 50 nights, which was completed about 2 weeks ago (I received the one for 40). I just received this response when I inquired via the HHonors email...
Please be advised that Hilton Honors is completing a planned outage to upgrade some of our back-end systems. This work was planned and is expected to be completed as early as possible; Therefore, we are unable to provide assistance with regards to milestone bonus points as of this moment. Again, we sincerely apologize for any inconvenience that this may have caused.
Please be advised that Hilton Honors is completing a planned outage to upgrade some of our back-end systems. This work was planned and is expected to be completed as early as possible; Therefore, we are unable to provide assistance with regards to milestone bonus points as of this moment. Again, we sincerely apologize for any inconvenience that this may have caused.
May 11, 2019, 3:40 am
#24
Original Poster
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold, TK Elite, HHonors Lifetime Diamond
Posts: 7,691
I don’t understand people having an issue getting points when they don’t post. While it does not happen often, when points don’t post I just call the diamond desk. I have never had an agent who did not immediately credit my account with the missing points. I did this just last week. I have never heard any mention of “opening a ticket” or any other excuse. Each time it has been handled promptly and sometimes I even get additional points for the hassle (which I don’t ask for).
May 13, 2019, 6:43 am
#26
Original Poster
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold, TK Elite, HHonors Lifetime Diamond
Posts: 7,691
Happy I'm not the only one...
May 13, 2019, 8:52 am
#28
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,323
Still missing points from March. HHonors Twitter team "opened a case". I waited two weeks for communication and DM'ed them again. They said they'd "get back to me" with an update. That was two weeks ago.
I've emailed all known HHonors email addresses and can't get any response including a "a ticket has been created" with a case number or anything.
I've emailed all known HHonors email addresses and can't get any response including a "a ticket has been created" with a case number or anything.
May 13, 2019, 9:23 am
#29
Join Date: Aug 2004
Posts: 14
Same issue here. A late April two night stay did not post. First time I tried to resolve I was told that it was an isolated issue. Still no points when I called back to report another stay multi-night stay from last week that posted without points. I asked if it was a systemwide issue and got a non-answer.
The rep suggested that I change my account number. I said that was insane and she walked back that suggestion.
I'm lifetime diamond.
The rep suggested that I change my account number. I said that was insane and she walked back that suggestion.
I'm lifetime diamond.
May 14, 2019, 2:25 pm
#30
FlyerTalk Evangelist
Join Date: Jan 2000
Posts: 15,347
HH has a huge IT problem going on now that will not be resolved until July!
Over the last couple of weeks many FT'ers have noticed stays not crediting properly or not at all. I too have had this happen several times. When it happened the third time, I received a weird answer last time, so asked back whether or not HH is having IT problems. I received a response that due to "system updates" this is indeed the case and many members are having these problems, and it should be fixed "by July"!
So I would suggest that people keep good notes on your activity, bonuses and all!!!!!!!!!!!
So I would suggest that people keep good notes on your activity, bonuses and all!!!!!!!!!!!