Hilton hotels which don't participate in HHonors

[Cynicor]

That is bizarre Swanning. Seriously wonder if you sent it to the right place (typo or something), they always reply so quickly. Oh well, long as you got the points in the end!

 

[Fiches Mouser]

It was another quick response, but yes – different agent of course!

Don't have the points yet, but I just like how simple they make it. Unlike organisations such as, say, Agoda, they don't make you feel like a lying fraudster trying to rip them off.

Hilton... you validate me.

—

Dear mrsmart,

Thank you for your inquiry regarding a missing stay at the Hilton Sukhumvit Bangkok on August 28-30, 2015. We appreciate you taking the time to contact us.

While we are eager to process your request, the details of your stay must be verified with our hotel before we are able to provide credit to your account. I have taken the liberty of opening a case, on your behalf, and once verified, credit will be issued. For your reference, your case number is xx_xx_X.

Thank you in advance for your patience and if you should have any questions regarding your stay, please feel free to contact the hotel directly at
66-2-6206666.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.

 

[Deleted member 29185]

Thank you in advance for your patience and if you should have any questions regarding your stay, please feel free to contact the hotel directly at
66-2-6206666.

Please do keep us updated. But I have two issues with that email. 1) Surely HHonors have a system that would know where you stayed, especially when you provided a receipt and due to the fact you are after the points, presumably you booked through the Hilton system (which the hotel should not be able to tamper with); and 2) why say you have to contact the hotel if you have questions? You've contacted HHonors to find out where your points are. It's now their problem.

 

[Deleted member 29185]

That is bizarre Swanning. Seriously wonder if you sent it to the right place (typo or something), they always reply so quickly. Oh well, long as you got the points in the end!

I only deleted the emails in the last 3 or 4 weeks, so I cannot prove what I say, but if I had the wrong email (which I didn't as I did finally get a response), then so did H-CNS who were copying me in on their emails as well.

 

[Fiches Mouser]

Please do keep us updated. But I have two issues with that email. 1) Surely HHonors have a system that would know where you stayed, especially when you provided a receipt and due to the fact you are after the points, presumably you booked through the Hilton system (which the hotel should not be able to tamper with); and 2) why say you have to contact the hotel if you have questions? You've contacted HHonors to find out where your points are. It's now their problem.

It's odd. I don't understand the relationship between Hilton and the hotel itself.

They ask for the invoice, I go to the hotel and have them send it to me. Have it within a couple of hours. Send it to Hilton, who tell me they then need to verify it with the hotel.

Was it not booked and paid directly through Hilton? (it was)

Bizarre.

 

[Deleted member 29185]

It's odd. I don't understand the relationship between Hilton and the hotel itself.Bizarre.

Hence my fence sitting about whether these things are just poor IT or deliberate. I can believe what Cynicor has previously suggested about reasons as to why the IT may fail to correctly allocate points, but I struggle with their 30-35 days to rectify when emails (or even their own computer) can verify the stay in a few minutes. There is no incentive as far as I can tell, as to why it would be beneficial to stretch it out, apart from people forgetting about it, which then moves away from an IT glitch into deliberate....shall we say.....dubious conduct.

 

[Cynicor]

I agree that reply is odd. When I send in the folio the next agent corrects it straight away.

I'd probably just send the exact same email again and see what response I got. Worst case you "forgot you sent it and never saw the reply"

 

[Deleted member 29185]

I agree that reply is odd. When I send in the folio the next agent corrects it straight away.

I'd probably just send the exact same email again and see what response I got. Worst case you "forgot you sent it and never saw the reply" 

As an update on my latest H-CNS query where I spoke directly to a supervisor on the diamond desk and followed the call up with an email to that supervisors direct email address, whilst I was on the phone with her, and her promising to email me her calculations of the corrections and her promising me she would correct it (last Friday), it's now a week down the track, no return email as promised and no points credited. I've sent a reminder email to her on Tuesday and still no response. That's a supervisor with all the information in hand, who's failed to make good on two promises to me. Either they're extremely overrun with these problems........or their care level is near none. I might also add that in my emails and when speaking directly to them, I'm very polite, non-demanding, but clear on what I believe I'm owed. I find this level of apathy to be very ordinary although I'm not desperate to use the points right now, so it's not a huge issue, but I am genuinely believing that delaying a resolution must see many people just forgetting about it, which come back to supporting an argument that whole episode is deliberate from the out set. I'm still in two minds about it, but they're not doing themselves any favours.

I'm, also noticing (over the last few stays) that the reservation is not finalised quickly. I stayed at H-CNS on Wednesday night, checked out 5am on yesterday morning and here it is still showing online as me being checked in and still in residence. This has also happened at DT-MEL.

 

[Cynicor]

Hmm. Just realised- did you email the hotel about the points directly, and they CC the diamond desk? I did this once and it took ages for hear from Hilton! Points came through, think it was Conrad Sin which always pays up, normally.

I had 2 rooms at slightly overlapping times which stuffed things around that time.

I learned my lesson and just email the desk directly now!

 

[Deleted member 29185]

Hmm. Just realised- did you email the hotel about the points directly, and they CC the diamond desk? I did this once and it took ages for hear from Hilton! Points came through, think it was Conrad Sin which always pays up, normally.

I had 2 rooms at slightly overlapping times which stuffed things around that time.

I learned my lesson and just email the desk directly now!

Nope.........HHonors directly. This time by telephone straight up, as they just didn't answer emails last time This time, during the first call, I was told a case would be opened and they have to confirm with hotel and just wait 30-35 days blah, blah, blah. The 2nd call they started with the same spiel and I advised them I'd already done that (apparently no case file was opened) and may I speak with a supervisor which was done and you know the rest. Last time, an email was sent directly to HHonors and then I got H-CNS involved when I was receiving no reply. H-CNS agreed that I was due the point/stay/nights credits and they emailed HHonors with receipt of stay and confirmation that it was due, and copied me in on the emails and they got no reply either. It took us both about 3 or 4 emails to get a response. The H-CNS lady was also saying how ordinary the lack of response was.

 

[DAC1]

As a data point, I had the same situation as the OP on a stay at H-SYD 2 months ago. After 5 weeks, I still had the same thing showing (an entry as a stay, but no points or miles against that stay - it was just blank). Rang up HHonors at around this time and they credited the points straight away. The stay now shows exactly like any other normal stay.

 

[Fiches Mouser]

Well... still no points and sent another email following up with this response:


Dear mrsmart,

Thank you for getting back to us.

I apologize for the inconvenience and necessary follow up.

Please be advised that your case is still being researched and being communicated to the hotels. Please be advised that we will reach you as soon as the request has been processed. I appreciate your patience and understanding regarding this matter.


Seriously, how long does it take? I had confirmation within the hour from the hotel. How could it possibly take this long within the company?

I'm with your swanning_it. It is honestly hard to believe it isn't intentional.

 

[Buzzard]

A recent stay at HBNE shows on my account but no points. I'm going to ring in the morning and hopefully sort it out.

 

[Fiches Mouser]

A recent stay at HBNE shows on my account but no points. I'm going to ring in the morning and hopefully sort it out.

Let us know how you go Buzzard. Sounds like picking up the phone is the way to go.

 

[Deleted member 29185]

Let us know how you go Buzzard. Sounds like picking up the phone is the way to go.

Not so sure of that mrsmart. I'm still waiting for any response to my point correction request. It's now 44 days of waiting and two phone calls (one of which to a manager who promised to email me with her calculation of points due and an account correction) and two emails. 17000 is worth the chase but the principle is more important right now.

I'm contemplating ringing them and asking them outright if my OnQ profile has any adverse notes on it, like "this guys an absolute PITA so cause him as much grief as possible". I can guarantee that I play the HH status and point game to the maximum, but I definitely do not rort the system (like was possible with IHG) and they are their rules, not mine. I must admit that I'm getting a bit over this 30-35 day wait bullsh*t. There is no need and 44 days is just rude IMHO.

 

[Deleted member 29185]

44 days is just rude IMHO.

Well, a further update on my missing points.

It's now 60 days so I decided to telephone HH again. The ladies I spoke to this time did not know the person (HH Diamond desk supervisor) who promised me that she would correct the points almost a month ago. I had to start again with a new supervisor. This time however I did not get off the phone. I was able to email her the email I sent the last person, which outlined the issue and my calculation of points due. She agreed with it and said she would fix it however I had to send three emails to her as it seems the scanned folio attachment was stopping the emails from getting through....of the three, only one arrived there and that one was with the attachment removed.

The upshot is that all my missing points have now been posted. It took about 1/2 and hour, which raises the question, why demand people wait 30-35 days? It seems Hilton has a problem with emails and attachments (it was not a large attachment...93.3kb) but I've sent folio attachments previously without issue. I've only received the points because this lady posted them without the folio to confirm I was telling the truth. Another issue Hilton has, is that they cannot just bring up a folio. I've noticed too that most times, if you try to open a previous folio on-line, you can't. This is a real issue. Surely this would be needed by HH to reconcile points with the various hotels, not to mention money transfers between Hilton central and the hotels and for tax auditing purposes. Just bizarre really!

In any case, I had all the point calculations worked out for her, including the exchange rate used on the day for the portion of points which did appear and I've just noticed the HH supervisor has calculated too many points because she has used the AUD figure rather than the USD figure. Should I ring them back and tell them, or accept it as payment for my wasted time? :mrgreen: I calculated I earned 31800 and I received 45716. Perhaps I might send them an email with an attachment telling them about it..........if their form sticks, they'll never get it nor read it, but my conscience will be clear!

PS...I was told this time, that the problem was that the hotel had correctly zeroed out one folio when the two were merged, however they didn't "recreate" a new folio?????? This gets me as the account I was handed clearly shows all charges and also clearly shows the merged charges, so it seems Hilton has two systems, one front end system which generates your bill and one back end system which seems to be what points are based on and who knows what else. Seems like a system that is prone to human error.........or human manipulation!

 

[Cynicor]

Don't bother telling them, they'll short you some other time. Never had a problem sending emails or attachments but who knows, it's a giant patchwork of Fail at HH.

Glad you got the points, you are much more patient than I. They get daily emails and arguments from me as soon at it hits the 14 day post stay mark.

 

[kyle]

Digging up an old thread, it seems that I've suffered the partial points posted on a merged folio at H-CNS. Will wait 2 weeks before calling customer service.

 

[drross]

Digging up an old thread, it seems that I've suffered the partial points posted on a merged folio at H-CNS. Will wait 2 weeks before calling customer service.

Don't wait. Just do it. I've found from experience there's no point in waiting

 

[Deleted member 29185]

Don't wait. Just do it. I've found from experience there's no point in waiting

Same here. My experience is that the points will not post, so the sooner you get on to it, the sooner they will be in your account!