Hilton hotels which don't participate in HHonors

[Fiches Mouser]

Forgive me if this question has been asked before.

A recent stay at Hilton Sukhumvit in BKK has posted to my account, but without any points. Does anyone know why this may be?

I notice this line: "Please note: some hotels in the Hilton Worldwide portfolio do not participate in the HHonors program; you will not see rewards listed for stays or nights at non-participating hotels."

However, since all status benefits were received, it appears they definitely do participate in the program. Anyone have any experience with this issue, or with this particular property?

 

[moa999]

Definitely have received points from that property brfore. Follow it up

 

[Fiches Mouser]

Definitely have received points from that property brfore. Follow it up

That's great to know, thanks moa999.

 

[Deleted member 29185]

This has been spoken of briefly here on AFF, but I think FT has a fair thread on it.

I'm in two minds as to whether these anomalies are computer errors, or a genuine attempt to skip out on paying points. I've had this happen three times, all bigger than normal stays and once from Conrad Rangali and twice from Hilton Cairns. I only just chased up the latest Hilton Cairns one last night, for the second time. First time was about a month ago and HH diamond desk stated they'd open a case for me and request Cairns to supply the correct details. Last night I was told there was no such case opened and if I liked they'd open one for me and in 30 - 35 days I should have my points. I got to speak to a supervisor as I told them that's what I was told last time so I've already waited the time now I just want my points. The supervisor vowed and declared to sort it out for me (I sent her an email of the bill along with my calculation of what I was still owed) and send me an email last night (yesterday Texas time) as confirmation. No email. No points.....yet. I calculated they owe me 31800 of which they settled a day or so after the stay, 14550. Originally I thought they had only duped me about 10k, but it's actually over 17k. A stay at CNS in March which also didn't pay up until I queried it was for just under 90000 points.

I'm half believing they do it intentionally and blame a computer glitch if queried and if not, their win. The Rangali one was something like 263000 so a reasonable amount. I've never had the "computer glitch" on low value stays......only largish amounts which, if I wasn't paying attention would have been a windfall for Hilton (at my expense) in the order of 370k points. My advice........always check you get what you're owed!

EDIT: The three "glitches" were all this year. I hope that's not an ominous sign for the future.

 

[kermatu]

I have never checked up on my points allocation, always trusting the system to get it right. Wonder how much I've missed over the years. I find the calculations quite hard to work out (what counts towards base, the conversion rates used etc).OT I know but any tips would be appreciated.

 

[teamhamsandwich]

I had one recently which was marked as a late cancellation. I still have the toiletries I pinched! coughs.

 

[jackthomas]

I'm surprised that its been such a hassle to get points correctly credited for some members,the one time I had an issue was with an incorrect number of points crediting from a H SYD stay, and a call to HHonors fixed it immediately and I had the correct points the next day.

 

[Hvr]

Definitely have received points from that property brfore. Follow it up

As have I. Sadly I think the HHonours IT dept is basically useless and I reckon the problem is there rather than with the hotel.

 

[Cynicor]

I think it's purely IT, swanning. Many of my stays garner 100k+ points and post fine. Sometimes the low values ones don't post properly, and sometimes others don't. Mostly I know when they won't post normally and it is because I have done something odd to my booking. In the Maldives if you upgrade your booking a new ref number is created and interferes with things, especially if you upgrade only half the stay. I fully expect to have to email for my points on my upcoming stay at Rangali.

 

[Deleted member 29185]

I think it's purely IT, swanning.

I must admit that I did think the same thing, right up until it happened again at H-CNS. It could be a coincidence, but odd it has happened twice at the same location and twice on higher value stays.

As a data point however, now that you mention about Rangali, I did actually have three rooms there (2 upgrades) as we wanted to try which ones we liked if we return, so that may be a cause. The last issue at H-CNS is very much related to a folio merge. I had two consecutive bookings (made well in advance for genuine stay change reasons) and the points I was awarded, were for the last night only (and correct). The first two nights clearly showed as a folio merge and clearly showed the dates....but no points, so perhaps that's also explainable. The first H-CNS problem stay, I had two rooms so also likely merged the folios but in that case, zero points were awarded (until my intervention). So you may well be right. I have merged folios plenty of times however, with no problems at all.

In any case, I guess the moral of this thread, is be diligent with checking for what you're owed and chase it up when it's wrong.

 

[Fiches Mouser]

Does anyone know the best email address to follow this up? Is there a Diamond desk?

 

[Sbv72]

[email protected]

 

[Fiches Mouser]

[email protected]

Thank you!

 

[Deleted member 29185]

Thank you!

I've found speaking with them is possibly better as the email seems to take a long time for any response. The freecall number is 1800 4466677.

 

[Fiches Mouser]

I've found speaking with them is possibly better as the email seems to take a long time for any response. The freecall number is 1800 4466677.

Will do, thanks swanning_it.

 

[Fiches Mouser]

Impressed. Had an email response within 10 minutes:

Dear mrsmart,

Thank you for your inquiry regarding stay credit. We appreciate you taking the time to contact us.

Please reply with a copy of your hotel bill as a .PDF, .jpg, or .doc attachment and I will be glad to verify and credit your account with the eligible points.

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.

Now to find the invoice...

 

[Cynicor]

I found email quite quick too, normally <30 min reply time. I use plain old diamond(AT)hhonors...

 

[Princess Fiona]

I found email quite quick too, normally <30 min reply time. I use plain old diamond(AT)hhonors...

Me too. Replies within the hour to that exact address. Telephone also fine but in either case they take days to sort out once reported to them.

 

[Cynicor]

Me too. Replies within the hour to that exact address. Telephone also fine but in either case they take days to sort out once reported to them.

What I find worse is that every reply is from a different agent, you don't get a single point of contact for each problem. This has worked to my advantage occasionally, though!

 

[Deleted member 29185]

Boy, I'm envious. The first time the CNS stay didn't post for me, I did email and emailed and emailed. I even emailed CNS and they also took up the quest with me and emailed and emailed. No replies at all for about a week from memory!