AXON Hilton Honors Award Questions and Information: The Definitive Thread
#826
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,772
What a true statement! And incompetent too!
Last week after cancelling a 40K booking the pts did not return. Called. Took multiple calls to get a case opened. More calls but no one was willing to move the case up for supervisor to look at, citing 10 biz days wait being standard procedure. It is their IT malfunction yet we the customers have to suffer.
Yesterday booked an AXON at Conrad Hong Kong. The rep asked me 1 or 2 adults. Told him 2 adults but the reservation still showed 1 adult.
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
I did not even realize it until I logged in AMEX to make a payment and then saw the HHonor pts drastically reduced balance... found out that goof.
Called. The rep had difficulty to even get the full HHonor number - all told it took 5 tries. Finally made her understood the issue. To the credit of her though, instead of giving me the run-around of 7 to 10 biz days for the pts to return, she went for help desk and periodically came back to tell me "a few more minutes to fix this"...
Eventually she handed me over to another rep at the Help Desk. She canceled the 340K AXON and then rebooked it using the existing certificate. Canceled the 2nd cert the other rep accidentally ordered, and put back 145K pts.
This is so annoying!
Last week after cancelling a 40K booking the pts did not return. Called. Took multiple calls to get a case opened. More calls but no one was willing to move the case up for supervisor to look at, citing 10 biz days wait being standard procedure. It is their IT malfunction yet we the customers have to suffer.
Yesterday booked an AXON at Conrad Hong Kong. The rep asked me 1 or 2 adults. Told him 2 adults but the reservation still showed 1 adult.
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
I did not even realize it until I logged in AMEX to make a payment and then saw the HHonor pts drastically reduced balance... found out that goof.
Called. The rep had difficulty to even get the full HHonor number - all told it took 5 tries. Finally made her understood the issue. To the credit of her though, instead of giving me the run-around of 7 to 10 biz days for the pts to return, she went for help desk and periodically came back to tell me "a few more minutes to fix this"...
Eventually she handed me over to another rep at the Help Desk. She canceled the 340K AXON and then rebooked it using the existing certificate. Canceled the 2nd cert the other rep accidentally ordered, and put back 145K pts.
This is so annoying!
#827
Join Date: Nov 2007
Location: PHX
Posts: 4,787
The web site makes it worse, because it is hard to reconstruct anything. You never can tell exactly what's going on.
#828
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,772
Guess I can get a room at pretty much most of the top category Hilton properties at $316/night anyways, plus I earn points. With AXON award going away, this card is now pretty much worthless. I only got the card for 3 months, made 2 AXON reservations, what a waste of credit pull.
#830
Join Date: Apr 2005
Location: NYC
Posts: 1,756
What a true statement! And incompetent too!
Last week after cancelling a 40K booking the pts did not return. Called. Took multiple calls to get a case opened. More calls but no one was willing to move the case up for supervisor to look at, citing 10 biz days wait being standard procedure. It is their IT malfunction yet we the customers have to suffer.
Yesterday booked an AXON at Conrad Hong Kong. The rep asked me 1 or 2 adults. Told him 2 adults but the reservation still showed 1 adult.
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
I did not even realize it until I logged in AMEX to make a payment and then saw the HHonor pts drastically reduced balance... found out that goof.
Called. The rep had difficulty to even get the full HHonor number - all told it took 5 tries. Finally made her understood the issue. To the credit of her though, instead of giving me the run-around of 7 to 10 biz days for the pts to return, she went for help desk and periodically came back to tell me "a few more minutes to fix this"...
Eventually she handed me over to another rep at the Help Desk. She canceled the 340K AXON and then rebooked it using the existing certificate. Canceled the 2nd cert the other rep accidentally ordered, and put back 145K pts.
This is so annoying!
Last week after cancelling a 40K booking the pts did not return. Called. Took multiple calls to get a case opened. More calls but no one was willing to move the case up for supervisor to look at, citing 10 biz days wait being standard procedure. It is their IT malfunction yet we the customers have to suffer.
Yesterday booked an AXON at Conrad Hong Kong. The rep asked me 1 or 2 adults. Told him 2 adults but the reservation still showed 1 adult.
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
I did not even realize it until I logged in AMEX to make a payment and then saw the HHonor pts drastically reduced balance... found out that goof.
Called. The rep had difficulty to even get the full HHonor number - all told it took 5 tries. Finally made her understood the issue. To the credit of her though, instead of giving me the run-around of 7 to 10 biz days for the pts to return, she went for help desk and periodically came back to tell me "a few more minutes to fix this"...
Eventually she handed me over to another rep at the Help Desk. She canceled the 340K AXON and then rebooked it using the existing certificate. Canceled the 2nd cert the other rep accidentally ordered, and put back 145K pts.
This is so annoying!
#831
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,579
Its strange how different CSR's give different info.
I've actually never had any real troubles with HH phone support. The main reason I've had to call them is to book AXON's or - long ago - I think I had to call them to book an ALON or two. They haven't messed one up yet.
Yesterday booked an AXON at Conrad Hong Kong. The rep asked me 1 or 2 adults. Told him 2 adults but the reservation still showed 1 adult.
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
Talking to a CSR this evening on another booking, and casually mentioned about this. She voluntarily to "fix" it - by deducting another 145K!
It'll be interesting to see what happens to C&P after the program changes. Nobody's really talked about that too much.
#832
FlyerTalk Evangelist
Join Date: Feb 2009
Location: From ORK, live LCY
Programs: BA Silver, EI Silver, HH Gold, BW Gold, ABP, Seigneur des Horaires des Mucci
Posts: 14,217
#833
Join Date: Nov 2010
Location: Brooklyn
Programs: AMEX Plat, AAdvantage Gold, UA, SPG Gold, HHonors Gold
Posts: 963
Does anybody know if there is a special AXON rate for 5 nights? Right now I have reserved an AXON at the HHV and then a one night C601 right after that. So I'm spending 165K points for the 5 nights.
Also, since I don't really want to check out after 4 nights and then check back in, should I tell them about my C601 reservation right away when I check in for the AXON? Or should I hold off until the night before the AXON stay ends?
Thanks.
Also, since I don't really want to check out after 4 nights and then check back in, should I tell them about my C601 reservation right away when I check in for the AXON? Or should I hold off until the night before the AXON stay ends?
Thanks.
#835
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,772
I also experienced similar glitch with SPG but a call to them the SPG agent can IMMEDIATELY fix it once s/he saw the cancellation and no pts return. Not the case with HHonor. it took a 3 calls to get a claim case opened, and a total of 8 calls and by 7th biz day to get an agent finally reluctantly went for a supervisor who then put the 40K back (I never got to talk to a supervisor despite I politely asked if I could.) It seems the HHonor agents do NOT want to own up any customer service issues caused by their glitchy system.
Then the last agent proceeded to screw up the existing AXON booking when modifying the number of adults in room.
Also you would not be able to see balance change without log out and log back in. Refreshing the screen does not seem to work. Therefore I failed to catch the additional 145K deducted. It is even on the modified reservation - a 2nd cert was ordered and attached to the reservation! Luckily the night agent was able to see it and the help desk was still working at 7pm EST. It took the agent almost 10 min to turn me over to the Help Desk agent who then asked me CC info - as the correction was to cancel the messed up one, returned the extra cert to the account and rebooked a fresh one using the previously ordered cert. Hence the CC info because she said she would not be able to see the one given before.
The agent from Help Desk insisted 7 to 10 biz days to get pts back from canceled award is "standard procedure" if the system does not do it automatically.
Last edited by Happy; Feb 28, 2013 at 7:15 pm
#836
Join Date: Mar 2006
Location: Ohio
Programs: United, Southwest, HH Diamond, PC Platinum, Airtran, Starwood Plat, Marriott Gold, Loews Gold
Posts: 321
I just booked an AXON at the DT Times Square over New Years. Even if I just fly in, check in and use the toilet I will feel good knowing HH has to pay all that money to the hotel for my room. One piece of satisfaction for me due to their incredible devaluation.
#837
Join Date: Nov 2010
Location: Brooklyn
Programs: AMEX Plat, AAdvantage Gold, UA, SPG Gold, HHonors Gold
Posts: 963
Leave them an upper decker whilst you are at it.
#838
Join Date: Nov 2007
Location: PHX
Posts: 4,787
Make sure to take the cookie too. They are really good.
#839
Join Date: Aug 2005
Posts: 118
HHonors cancels GLON and AXON awards?
With the increase in HHonors redemption rates I booked a future stay in NYC using Honors points. I am both a VIP as well as possessing an AMEX HHonors card.
The Diamond VIP desk at Hilton Honors told me GLON was discontinued two years ago and AXON awards ended January 1, 2013, but they can still book them at the discretion of the individual property. I was able to book an AXON6 award for 125,000 Honors points. This was news to me.
Can someone please verify? Thanks.
The Diamond VIP desk at Hilton Honors told me GLON was discontinued two years ago and AXON awards ended January 1, 2013, but they can still book them at the discretion of the individual property. I was able to book an AXON6 award for 125,000 Honors points. This was news to me.
Can someone please verify? Thanks.
#840
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,772
With the increase in HHonors redemption rates I booked a future stay in NYC using Honors points. I am both a VIP as well as possessing an AMEX HHonors card.
The Diamond VIP desk at Hilton Honors told me GLON was discontinued two years ago and AXON awards ended January 1, 2013, but they can still book them at the discretion of the individual property. I was able to book an AXON6 award for 125,000 Honors points. This was news to me.
Can someone please verify? Thanks.
The Diamond VIP desk at Hilton Honors told me GLON was discontinued two years ago and AXON awards ended January 1, 2013, but they can still book them at the discretion of the individual property. I was able to book an AXON6 award for 125,000 Honors points. This was news to me.
Can someone please verify? Thanks.
AXON is available until March 28.
See this STICKY in this Forum.
http://www.flyertalk.com/forum/hilto...hing-else.html