A Stay has posted with zero points. Is this normal? How to Rectify?

[Princess Fiona]

I keep having stays with multiple rooms credit as zero points/zero stays (and the stays are more important). Sending the receipt to the HHonors email address gets it resolved in a couple of days.
I can only guess their systems are not that good.

Yes this happens all the time and the only way to fix it is to contact HHonors.
The only hotel I've stayed in who know how to do this properly at checkout is Conrad HKG

 

[boomy]

I also had a zero points stay this year. I called the diamond desk and was told that stay was not eligible to earn points. Then I asked to speak to some in a higher position that hopefully will have a better knowledge of the rules. I was transferred to a supervisor and it was all sorted on the spot. All in all about 15 minutes on Skype.

 

[Cynicor]

Yes this happens all the time and the only way to fix it is to contact HHonors.
The only hotel I've stayed in who know how to do this properly at checkout is Conrad HKG

Conrad SIN did my last one well- 2 rooms for 4 nights each, offset by 1 night though. Points posted as 1 lot, correctly.

 

[hgwells01]

My last three stays have required me to ctc HH or fill out missing points claims, and I've got to do it again today for last HOTP stay last week,no bonus points posted for the last promo.

 

[DeKa]

They replied to me saying I have to wait two weeks before following it up ... but I don't understand why. It's already been listed as Pending for a few days, and now shows as zero points.
I'll just wait the two weeks (it's half gone now anyway) and then follow it up again.

 

[Fifa]

I had 2 bookings (3 nights) at HSW over the Anzac weekend and only one night has posted.
I've completed a missing stay claim so will see how long it takes to resolve.

 

[DeKa]

I had 2 bookings (3 nights) at HSW over the Anzac weekend and only one night has posted.
I've completed a missing stay claim so will see how long it takes to resolve.

If you used the missing stay form, it's unlikely you'll hear back based on my experience. The only way I have had success is emailing hhonors@ who reply very quickly.

 

[Fifa]

If you used the missing stay form, it's unlikely you'll hear back based on my experience. The only way I have had success is emailing hhonors@ who reply very quickly.

Thanks - I'll send them a quick email.

 

[Cynicor]

Didn't know there was a form. Definitely email them, they are extremely quick at replying

 

[drross]

Didn't know there was a form. Definitely email them, they are extremely quick at replying

i've always used the form, with mixed results. Will try emailing and see if I get a different outcome. Thanks guys.

 

[Deewhy]

If you used the missing stay form, it's unlikely you'll hear back based on my experience. The only way I have had success is emailing hhonors@ who reply very quickly.

Thanks, dead right. Fill out form, wait two weeks, no reponse vs. email, and response and fix with points credit within two hours!

 

[Fifa]

I sent an email last night at 19:35 and received a reply at 10:49 this morning. Points now in my account.

 

[Zerosignal]

Just had one post as 0 as well - very annoying.