A deceitful? resolution

Reply

Old Jun 18, 19, 5:16 am
  #1  
Original Poster
 
Join Date: Jan 2014
Programs: DL Diamond; HH Diamond; Avis Preferred plus
Posts: 19
A deceitful? resolution - now resolved with followup posted

In late May I made honors points reservations for 2 rooms, 3 nights at an Embassy Suites in Nashville TN (300k points total). The stay was in the later half of June and the points came out and reservations made with no issues. A week later I was making travel plans to San Francisco for July and realized these points would go further on hotels there, so I cancelled the first stay (about 3 weeks before the date) and remade the reservations with cash. I did notice that while I had only cancelled one room both rooms cancelled - normal I assume since they were on the same confirmation number (and I wanted to cancel both rooms anyway). A day or two later I noticed only 150k points had been refunded to my account. I assumed the system would catch up so I waited a few days.

About a week after the original cancellation I called customer service. I was told the entire transaction had cleared for the 150k (they only showed 150k total to be refunded). While the agent and I discussed the situation she and I investigated - On my side i saw that my points history clearly showed two separate transactions for 150k points removed on the day of this booking (the only such booking I had made that day). She clearly also found something in her system indicating the original purchase because she became very confident the points would be refunded, though she was not clear what she saw. She wrote up a case ticket and told me to watch for the refund.

After a week of seeing nothing I called again yesterday. This agent found the original ticket but was very vague about its status - once referring to it as not completed and once as rejected. At one point she suggests only 150k was pulled out by accident, but I insisted I saw all 300k removed (and there was no way this hotel was 25k/night/room - maybe many years ago but not now). As she again investigated the situation I went to my points history - only this time one of the lines showing removal of 150k points was gone - the solution to my original issue appears to be deleting the history of removing the second 150k!. I went to my original email notifications of the point purchase transaction and luckily I found two emails - each showing the same confirmation number but a different reward certificate number - both showing 150k points removed under that certificate. I gave these numbers to the agent and sure enough - one tied exactly and the other doesn't show as existing in their system anymore - the one someone appears to have deleted - and in the process changed history.

I didn't screen shot the record of the two removals in my points history - since it sounded like the agent and I were on in agreement on the first call...to steal a line from Animal House " you F******d up, you trusted us". I am lucky to have saved the original emails or there would be no record of the transaction what so ever. And given that the agent suggested again that only 150k points were removed because the second certificate number isn't in their system anymore, and the first resolution appears rather dishonest - I don't hold a lot of hope out to resolve this honestly... but I will keep fighting and hopefully someone else will be slightly more vigilant because of what happened to me...

Any one see a similar situation before - or have any ideas where further proof of the actual transaction resides?

Last edited by justpassinthru; Jun 19, 19 at 9:53 am Reason: Problem resolved - followup added
justpassinthru is offline  
Reply With Quote
Old Jun 18, 19, 5:58 am
  #2  
 
Join Date: Oct 2009
Programs: UA 1K, Hilton ♦ , Hyatt Carbonado, Wyndham ♦, Marriott PE, "Stinking Bum" elsewhere.
Posts: 3,043
I think you should escalate to a supervisor right away. There are myriad problems with the new CRM software and it is very hard to reconstruct transaction history any more once someone changes your account's dataset-which is what I suspect they did to you. I honestly can't believe how customer-unfriendly Hilton's account management software has become. You used to be able to see every transaction with the date that it occurred. Now, when they credit points back from a cancelled reservation, the transaction often disappears completely from history.
zombietooth is offline  
Reply With Quote
Old Jun 18, 19, 2:46 pm
  #3  
 
Join Date: Aug 2016
Programs: BA Gold, Hilton Diamond, Marriott Platinum
Posts: 29
Could this just be a case of the known glitch that cancelling one room of a two room reservation sometimes makes the reservation disappear (but the second room is not actually cancelled)?

Happened to me before, and I just manually added the reservation for the remaining room back into the app using the reservation number.

Have you tried calling the hotel to confirm both rooms really have cancelled?
ao40 is offline  
Reply With Quote
Old Jun 18, 19, 8:12 pm
  #4  
 
Join Date: Mar 2009
Location: Connecticut
Programs: Hilton Diamond, Delta Gold
Posts: 312
Be diligent and relentless, that's a lot of points.
san888 is offline  
Reply With Quote
Old Jun 18, 19, 8:58 pm
  #5  
 
Join Date: Dec 2016
Location: Roanoke, VA
Programs: IHG Spire Ambassador / HHonors Diamond / Hyatt Globalist
Posts: 66
Originally Posted by justpassinthru View Post
In late May I made honors points reservations for 2 rooms, 3 nights at an Embassy Suites in Nashville TN (300k points total). The stay was in the later half of June and the points came out and reservations made with no issues. A week later I was making travel plans to San Francisco for July and realized these points would go further on hotels there, so I cancelled the first stay (about 3 weeks before the date) and remade the reservations with cash. I did notice that while I had only cancelled one room both rooms cancelled - normal I assume since they were on the same confirmation number (and I wanted to cancel both rooms anyway). A day or two later I noticed only 150k points had been refunded to my account. I assumed the system would catch up so I waited a few days.

About a week after the original cancellation I called customer service. I was told the entire transaction had cleared for the 150k (they only showed 150k total to be refunded). While the agent and I discussed the situation she and I investigated - On my side i saw that my points history clearly showed two separate transactions for 150k points removed on the day of this booking (the only such booking I had made that day). She clearly also found something in her system indicating the original purchase because she became very confident the points would be refunded, though she was not clear what she saw. She wrote up a case ticket and told me to watch for the refund.

After a week of seeing nothing I called again yesterday. This agent found the original ticket but was very vague about its status - once referring to it as not completed and once as rejected. At one point she suggests only 150k was pulled out by accident, but I insisted I saw all 300k removed (and there was no way this hotel was 25k/night/room - maybe many years ago but not now). As she again investigated the situation I went to my points history - only this time one of the lines showing removal of 150k points was gone - the solution to my original issue appears to be deleting the history of removing the second 150k!. I went to my original email notifications of the point purchase transaction and luckily I found two emails - each showing the same confirmation number but a different reward certificate number - both showing 150k points removed under that certificate. I gave these numbers to the agent and sure enough - one tied exactly and the other doesn't show as existing in their system anymore - the one someone appears to have deleted - and in the process changed history.

I didn't screen shot the record of the two removals in my points history - since it sounded like the agent and I were on in agreement on the first call...to steal a line from Animal House " you F******d up, you trusted us". I am lucky to have saved the original emails or there would be no record of the transaction what so ever. And given that the agent suggested again that only 150k points were removed because the second certificate number isn't in their system anymore, and the first resolution appears rather dishonest - I don't hold a lot of hope out to resolve this honestly... but I will keep fighting and hopefully someone else will be slightly more vigilant because of what happened to me...

Any one see a similar situation before - or have any ideas where further proof of the actual transaction resides?
You should call and aggressively fight for your points. You should win. One side note, every place you used the word "assume", would have been a place this problem could have been snuffed out in advance, in short "assume" nothing.
jtc246 is offline  
Reply With Quote
Old Jun 18, 19, 10:37 pm
  #6  
 
Join Date: Oct 2017
Location: Miami, Florida
Programs: UA Gold, Hyatt Globalist, Hilton Gold, IHG Spire
Posts: 3,040
Above all, try to stay calm when dealing with this. Don't use words like "deceitful" in your communications. While it's possible someone did something nefarious, it's unlikely a Hilton rep did anything underhanded. Assume it's a glitch or human error. Good luck.
strickerj likes this.
joe_miami is offline  
Reply With Quote
Old Jun 19, 19, 9:49 am
  #7  
Original Poster
 
Join Date: Jan 2014
Programs: DL Diamond; HH Diamond; Avis Preferred plus
Posts: 19
A follow up and response - the short answer is I was able to get this resolved

ao40 - after your suggestion I did follow up with the hotel, they showed both rooms cancelled and couldn't really help. Interestingly they kept saying "let me look some more" until they just didn't come back so they seemed to really want me to end the call rather than them.

joe_miami - I do use more inflammatory language on a board than in real life...I am a full believer that you catch more flies with honey than with vinegar...unfortunately we live in a world where stronger language on a board tends to raise readers interest more and therefore warrant more responses (hopefully helpful ones)...

In the end a third call to customer service connected me to a customer care agent (I believe that was how she referred to herself) . She claimed that her group was where elevated issues were pushed to - I'll never know if this was true but she clearly knew much more than either of the other agents on the "Diamond line". On a side note I have been Diamond for several years and never realized Hilton had a separate Diamond line until about 3 months ago - Certainly doesn't feel as smooth as some others (I use Deltas Diamond line extensively with much success). Anyway she could see where the transaction had gone wrong - and apparently someone had done something odd after the first call to make it even more complex. She was able to transact it immediately and return the full value to my account. One side note she did say it shouldn't make a difference but if point transactions are made for each room (so they have separate confirmation numbers as well as certificate numbers) - this seems not to happen. Sounds like this isn't the first time the system has hiccuped with one confirmation number and multiple point certificate numbers - I'll certainly book differently going forward...
justpassinthru is offline  
Reply With Quote

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off


Thread Tools
Search this Thread