Hotels Not Honouring Point Requests

[ChrisCunard]

I just needed to get something off my chest.

I've recently had the experience of the Hilton Hotel in Perth refusing my Frequent Flyer Point Request after a recent stay there.

They say that the cost of my room was not eligible for points. This is frustrating because the other Hotel I was considering is the Intercontinental where the Priority Rewards programme will automatically credit points for my stay.

What really irks me is that buried down in the Hilton Terms and Conditions somewhere there may well be an illegible mention (written in such a way that you need a law degree to translate it) to the room rate needing to be a certain cost before Qantas Frequent Flyer points are allocated, however before I booked the room I contacted the Hilton Perth and was advised that points would be awarded if I booked that room rate, and furthermore on Check In at the Hotel, the attendant actually insisted I join the Hilton Honours programme in order to get "Double the Qantas Points" for my stay - which I did.

Now the Hotel manager says "so sorry but this was incorrect" and I get no points. If certain stays aren't eligible for points then for goodness sake why don't these hotel operators train their staff on the rules of the programme.

Should have stayed at the Intercontinental!

*Rant Over*

Anyone else experience the same frustration?

 

[serfty]

How did you book the room?

If via "Hilton"¹ then points should be earned.

But if via a third party web site then it depends.

¹ Hilton "family" websites such as hhonors.com or Hilton Telephone sales.

 

[oz_mark]

While I have not had that trouble at Perth, I do know that there are some rates that sometimes don't qualify (one of the TravelZoo rates didn't even though you booked through the Hilton website).


How was it booked, and what rate type was it?

 

[markis10]

Did you get any Hilton Points?

 

[ChrisCunard]

Hello all,

It was booked via a third party site - so not via Hilton.com. However, this is why I called the hotel first to double check that by using the third party site I'd still get points (given that Intercontinental was of a comparable rate via their website). The Hilton was in a slightly more convenient location but the Intercontinental would have been a more pleasant room so I was happy to choose the latter if it came down to it.

My main concern is the fact that the staff at the Hilton Perth advised me incorrectly, both on the phone and at the hotel.

Not much that can be done about it I suppose, just thought I'd see if this is wide spread. I guess my choosing a Hotel based on point earning capability is a bit silly. Then again, perhaps not.

Hi markis10;

No, sadly Hilton Points are also apparently unavailable to me, so now I have a Hilton Honours membership that I don't want and have had no benefit from wasting my time filling out the form at the hotel, despite being told at the hotel it would earn me "double Qantas points" if I joined.

 

[Danger]

I can understand no HHonors points posting but I thought you would still get QF points.