Hotelclub point posting issues

[antycbr]

Does anyone else find that the Hotelclub points posting process, for bookings made at www.hotelclub.com/velocityrewards, never results in the points being automatically posted?

I've had to submit a stack of missing points claims, which is extremely frustrating. I currently have about 6 outstanding claims dating back to February.

Furthermore, a number of these claims were booked during the period where there was a bonus points offering of 6 points per dollar rather than the base 3 points per dollar and the call centre has no idea that this promotion was running.

Extremely frustrating experience to date , and I'm wondering if I am alone in this?

 

[ff-jr]

I've never had a booking with Hotel Club, but I used to have a lot of trouble with Travelodge. I would always put my Velocity number on the booking and follow up by showing my card at check-in, but the points never came through.

When I eventually chased each booking up I was told to wait until out the 30 days, but when they never showed up and I chased them up again I was told it was too late. I was particularly irked after a 14 night stay in 2007, and I only got some of the points because I pushed and pushed for it.

 

[DJSYD81]

I've had problems with Hotelclub and points posting, they take forever! I had a 4 night stay at a place in BNE in July last year and the points didn't post to my account until October. I stayed at the same place in Feb and the points still haven't posted.

I have had no points show up from Europcar after a booking last year, even after trying to claim the points on the Velocity website I got nothing and same thing, I called and "sorry sir too late". I couldn't be bothered pushing for 350 points.

I am still waiting on points from Thrifty from early April, so I will have to do a missing points claim for that at some point probably.

Then I got no points from Rendevous for a stay in Feb but got them for a stay in April.

Velocity is all over the place with the posting of points and it annoys me that I need to chase them up through the website and/or by phone. I can understand that it can take some time for the points to be processed but I would like some consistency.

Hopefully this will be fixed in the future.

 

[antycbr]

Just got an emailed response from Velocity Rewards...

We are currently in touch with Hotelclub for confirmation and are awaiting their reply. Sometimes this process takes longer than we would like, however rest assured we are following up on your Points allocation on a regular basis. Please note that this process can take from 6 weeks to 3 months to complete.

Three months!!! I bet I'll then be mysteriously ineligible.

*Faster to do it up front*
The next time you book with Hotelclub or purchase anything through our Program Partners, please quote your Membership Number up front - that way your Points can be automatically allocated.

I did do it up front - I provided my membership number in the Hotelclub booking process...

Think I'll go back to member dollars in Hotelclub at this rate... Come on Velocity/VA, fix it!

 

[The Rok]

Just got an emailed response from Velocity Rewards...

We are currently in touch with Hotelclub for confirmation and are awaiting their reply. Sometimes this process takes longer than we would like, however rest assured we are following up on your Points allocation on a regular basis. Please note that this process can take from 6 weeks to 3 months to complete.

Three months!!! I bet I'll then be mysteriously ineligible.

*Faster to do it up front*
The next time you book with Hotelclub or purchase anything through our Program Partners, please quote your Membership Number up front - that way your Points can be automatically allocated.

I did do it up front - I provided my membership number in the Hotelclub booking process...

Think I'll go back to member dollars in Hotelclub at this rate... Come on Velocity/VA, fix it!

I had a booking with Mirvic hotels over the christmas period. It qualified for 7,000 points. Quoted membership at check in and check out. Followed up with the hotel on three occasions who told me three times that the points had been sent to velocity to be credited. Submitted 2 point claims on the website and sent an email to Velocity GOLD, nothing, not even a response. Its now 5 months and still no points.

 

[antycbr]

I had a booking with Mirvic hotels over the christmas period. It qualified for 7,000 points. Quoted membership at check in and check out. Followed up with the hotel on three occasions who told me three times that the points had been sent to velocity to be credited. Submitted 2 point claims on the website and sent an email to Velocity GOLD, nothing, not even a response. Its now 5 months and still no points.

Perhaps we can submit a small claims case against Velocity - that might get them to fix whatever business process is severely broken inside Velocity or Hotelclub. I don't see how hard it is!

 

[concorde71]

Thrifty rentals of $9000 here for october 2010, filed a claim in December, thats about as useful as cough on a bull, dont have the time to be pursuing it, (Thats 45,000 Velocity points(was 5 points per $$$)) as much as I want to use VA, I cant see myself bothering with Velocity for hotels / cars etc unless they pull their finger out and get their cough together, when QF will do it within days. Very dissapointing, as the end result may be me going back to QF (as much as I dont want to) because Its not worth running two domestic loyalty programs.
Also waiting on March Gold coast Hotel club to show up... turning purple holding my breath

 

[crazydave98]

Folks, just to acknowledge we hear you on the issue of slow posting of points from partners. It is being looked at to see there are any patterns suggesting system/systemic causes. There are a still a significant number of processes that are mandraulic which is where errors tend to creep in (for example a hotel clerk could enter the correct Velocity number but not the correct program identifier) but these all need to be made as robust as possible to catch errors at the source. It's going to take some time to run them all to the ground and obviously will start with the problems that affect the most transactions first.
cheers
CrazyDave98

 

[oz_mark]

*Faster to do it up front*
The next time you book with Hotelclub or purchase anything through our Program Partners, please quote your Membership Number up front - that way your Points can be automatically allocated.

Ooooh I hate when loyalty schemes tell you this, when you have done every single thing that they tell you to do. ***Velocoty are hardly alone in this.

 

[DJSYD81]

I've had problems with Hotelclub and points posting, they take forever! I had a 4 night stay at a place in BNE in July last year and the points didn't post to my account until October. I stayed at the same place in Feb and the points still haven't posted.

OK so this morning points from Hotelclub have been posted to my account from February and one I forgot about from March.

 

[SeaWolf]

There's a similar deal for bonus points between HotelClub and AMEX and if you hop over to the AMEX forum you'll find that a lot of people have similar problems with the HotelClub bonus points not going through. It might just be that HotelClub is not very good at this sort of thing at their end.

 

[neon_crossing]

3 Months after travel is a joke.
Even considering you may have paid up front for the accommodation 6 months prior to the stay.
That means from payment to points collection could be 9 months.

There is always a huge delay on getting HotelClub points.

Then after 3 months they refuse to talk to you about it. Points lost.

 

[antycbr]

A whole stack of my points posted over the weekend which was a very happy surprise.

However - they didn't post bonus points from the February promotion (earn 6pt/$ versus regular 3pt/$)... Do I dare take up this battle now with Velocity?

 

[MarkD]

Sorry to bump an old thread, but no point starting a new one. Is anyone actually getting points from this mob? I have quite a few stays during January/ early feb this year, and have just wasted half an hour submitting claims, bloody hell, how hard can it be?

 

[John.rim1978]

Mine have come through today for a stay in feb in bali, i did do a missing points claim when i got back and did a separate claim on the phone as i know they need to be harassed to award the points. I really wish they would sort out there problems shouldn't be the customers problem to keep chasing up the points virgin should award points and chase there retails and partners