Q2 2014 Hilton Promotion. Double Points or Miles.

[Cynicor]

They never did the finger pointing. I think they were just incompetent, as like you mention, they ask for a missing points claim. Then they never replied; finger pointing would have been great, at least I would have heard from them!

 

[Moopere]

Yes, I've had the same.

Double miles posted on the HH account and only the normal miles appearing at Velocity. I contacted Velocity about this and I really don't think they understood me as they sent me off to complete a 'missing points' web form which I think really more properly relates to non crediting of miles from a partner when booked via the velocity/virgin site rather than independently like this ... still, they said to me that they couldn't progress the claim unless I first did the form, so I've done that and will follow up with them again this week.

Coming back to this - apologies for the lengthy delay in response.

Seems pretty likely that this won't just work itself out.

I never had a response from the web form I was forced to fill in ... as I say above, I believe it was the wrong form anyway.

So I gave them several weeks to get on top of it, but nothing. Rang back and took my time in explaining the problem and what I'd done so far to try and rectify it. A 'double dip' experience like this is not particularly easy to explain to a remote CSR who doesn't necessarily have a good knowledge of Hilton vagaries and I don't expect them to really. In any event, I had a good and patient VFF CSR and she generally got the gist after a few minutes on the phone. Asked me if I wouldn't mind sending a screen cap of my hilton statement and gave me a specific team member email address to contact with the screen cap. So, I did the capture, blotted out irrelevant details and sent it along. The CSR I spoke with responded within 48 hours with a verification email and within the week I had a "GCC Goodwill" credit appear in my VFF account. I should mention that the 'goodwill' credit was actually for a few hundred points _more_ than my claim, so, happy camper. Pity it couldn't work as expected and did probably take an hour of my time all up.

 

[TomVexille]

Double miles posted to OZ

 

[serfty]

Coming back to this - ...

Thankyou for reporting back - I have now had 4 hotel stays posted in the same incorrect manner.

I wonder if I should wait the 6 weeks or get on to it now ....

 

[Mac502]

I also only received normal points despite hhonors stating I received double.

 

[Cynicor]

This is all on the VA/Airline miles not posting, right?

Otherwise, every stay under this promo, when opting for double points, had paid appropriately for me.

 

[Moopere]

This is all on the VA/Airline miles not posting, right?

Otherwise, every stay under this promo, when opting for double points, had paid appropriately for me.

Yes - it appears to be some quirk with HH/VA only ... at least I've not seen reports of other FF programs being affected.

 

[serfty]

I have now sent a PM to "Velocity Frequent Flyer" with screen captures etc. - hopefully enough to make the issue obvious.

 

[Moopere]

I'll have to submit again as well - two recent stays haven't posted. I wonder if _anyone_ has had these points automatically post from VA?

 

[Moopere]

I have now sent a PM to "Velocity Frequent Flyer" with screen captures etc. - hopefully enough to make the issue obvious.

How did this pan out? I need to contact someone pretty soon about another two stays that haven't posted to VA. HH must think they are posting to somewhere surely? I'd have thought that this would be a proper transactional thing not just a toss of points into the bit bucket.

 

[Moopere]

So I took the same route as the first time I complained about this with VA above (in June). This time, after waiting about a month for an email response from VA their 'gold' team has said to me "sorry, we have no promotions of this type during July, you will need to contact HHonors and get their authorisation to transfer points"

For goodness sakes. HHonors points aren't worth that much tbh .... how many hours of ones time can be burned before you are clearly just wasting time (and therefore money) in chasing a few 10's of dollars of points?

Anyway, fight for the right and all that, so I refreshed my memory on the contact details with HH - the email address for Australia has disappeared and only a toll free phone number exists now. I called that and was answered by a lovely CSR with a clearly Texan accent - thats fine, she has escalated the issue, I've been given tracking numbers, and I need to wait 10 days now to see what happens.

By the by, I did ask where the Australian email address had gone and the CSR didn't know - said I should contact them on [email protected] in the USA seeing as how I was now speaking with them in the USA (at night for them). Thats fine too, looking at the other regional email addresses its pretty clear that they are broken up into broad language groupings, but it would still be worthwhile actually stating the email address in the Australia section I reckon - I'll ping them an email.

 

[Moopere]

Missing points came through to VA 3 days after complaining to HH. You have to be happy when there is a positive result ... still, sometimes am left wondering whether chasing these things quite often negates the possibility of really saving any money by gaining and utilising the points thus received.....

I guess there is always the 'fight for the right' angle