We were Hilton Honors Gold after spending thousands of dollars on their hotels. I am a 100% disabled Vietnam era vet and my wife is paraplegic. We are faith based, service the Almighty God, live relatively modestly, and love each other. We found our points and gold status ripped away after a year without explanation or warning. We discovered it when trying to use our points after surviving a year of some very extreme medical issues. My wife had ended up on a ventilator for a period of time. I explained to the Supervisor in the Customer Service Department the medical impact that left us unable to travel and I don't think she could have cared less.
It was only thru the Grace of God, prayer and hard work by some outstanding clinicians that my wife is alive today. It seems life events are considered insignificant to Hilton unless it results in booking rooms and benefits them financially. Finally after some continued pushing they returned some of the points but told me they had no way to return our status to Gold. They have no loyalty to customers that have been loyal to them for 45 years.
We are now at the Blue level again as if we were 20 years old. When asked to speak with this particular supervisor's supervisor, I was told there was no one above her that was available to speak with me nor was I offered an opportunity to leave a voicemail or call back number for a follow up call.
I have an upcoming reservation for 5 nights using HH points. I want to reduce that reservation to 3 nights. I do not want additional nights or different nights - just 3 nights that I've already booked. After an hour and 6 CSRs, I was told "The system won't let me do that." Apparently no one knows how to complete a manual override either. I've been a Gold Member for 18 years and very loyal customer, but that means nothing to Hilton Honors. This used to be good, but I know there are better rewards programs available. Goodbye, Hilton.
I wanted to book a Homewood Suites using points and called Hilton. They gave me the rack rate of $109 in Victoria, TX. I said I had a lower rate online then offered 20% discount because the CS didn't realize I was an HHonors Customer. I called as one and told them when I called. Very deceptive sales practices.
I am a member of the Hilton Honors program, a program that allows you to collect points when you stay at their hotels. You are able to redeem these points for free accommodations at their hotels. Unlike Marriott or Holiday Inn, if you do not add any points over a 12 month period, you forfeit your Hilton points. Hilton Honors contacted me by e-mail in early September telling me if I participated in a survey from e-Rewards I would become eligible for 500 Free Hilton points. As I did not stay at a Hilton hotel in the last 12 months and was faced with losing my points shortly, I decided to participate.
I found ever since the new ownership of Hilton took over, the room rates have been jacked up. Even if you have been accumulating points over the years like I have, you are subject to lose them for not staying at one of their hotels in the last 12 months. I participated in the survey and was sent a e-mail from e-Rewards notifying me I was eligible for the 500 Hilton points but had to go to their link and navigate in the site to get the points. Of course they could not have copied me on an e-mail to Hilton HHonors asking them to credit my account with 500 points. So I went to the link and was told the points would be credited within 2- 3 days.
After a week with no points, I complained to Hilton and was told to e-mail a ** at Hilton Honors and he would get back to me. A week after no response or acknowledgement. I resent the e-mail to ** and still got no answers. So tonight I call Hilton HHonors and it was confirmed that the e-mails I had sent were indeed received. I was told this evening I should contact e-Rewards for the points because it was not there problem. What a scam!
Since doing that survey with e-Rewards, I have been getting requests daily sometimes twice daily from them to participate in other surveys that are up to 25 minutes long. They offer monetary rewards of $1.50 that you have to spend with some of their overpriced vendors on line "for a limited time only". I believe what Hilton is done with e-Rewards is disturbing. With e-Rewards asking you to go through hoops to try to collect what they promised just shows what's behind all this. Plus you don't get the points!
Before anyone joins Hilton Honors program, BEWARE that if you do not stay with the hotel at least one night in one year, your account will be DEACTIVATED & all the points you have earned from your previous travels will be WIPED OUT. And this is done without giving prior notification/warning to members. And if you call them to explain why (in my case, the global economic crisis that causes many companies to freeze business travel), they will still refer you to the terms & conditions of the membership. If you try to search it on the website, the 'terms & conditions' link is at the far end of the webpage & of such small font that one can easily miss it.
They obviously do not state this 'expiry possibility' in the sales brochure when trying to recruit members. What I am frustrated is Hilton has my email & mail address... they are both active, but I was not given any warning prior. Instead, the 40,000 points (which I could have redeem 1 or 2 nights) are WIPED OUT. When I inquire this with the Customer Service Officer, she replies it is the member's responsibility to know... bla bla bla. Then I don't think they should be in customer service. They can just play a pre-recorded conversation and repeat the same to all those in the same situation as me.
I have not traveled much in the past 1+ years because of frozen travel. But, (1) Marriott still retains my points (in fact, my last stay with them was 5 years ago); (2) Hyatt Gold still sends me a monthly statement with my points intact; (3) Priority Club recently downgraded me from Ambassador to just a normal member. They sent me BOTH an email & mail to inform me. I don't get it why Hilton did not email me or inform me. I guess, if they do that, they worry I will redeem my points and they will incur costs, without thinking that I may actually stay more nights with Hilton to maintain my membership.
Of course, when the economy recovers and I start traveling again, Hilton will be blacklisted from my list of preferred hotel. Hence, be forewarned... read the fine prints... don't be misled... and with Hilton, you need to monitor your accounts because they do not bother to do that for you, unlike the other hotels. I strongly recommend Priority Club & Hyatt Gold... they are good with REAL customer service.
I was a gold member with Hilton Honors. I had a dispute with the supervisor regarding an issue. When I would call to make a reservation, the Filipino-speaking representatives were not very helpful to understand my needs. I've had this issue many of times. As a gold member I expected better service. Diamond members have their own dedicated phone line, why couldn't Gold members get that but we have to speak with Filipino representatives that didn't understand English.
So this supervisor took the liberty to close my account - my gold Hilton Honors account which had 75 thousand points and hoping pointer $20 1000, so you do the math. So be careful on what you tell a Hilton Honors supervisor. Don't raise your voice, they may suspend your gold account. It cost me quite a bit to become a Gold Member and they had no regard for my account or my business.
I spoke with someone from the CEO's office for Hilton Honors worldwide and they were unhelpful and they can care less. Somewhere along the conversation, she had mentioned that I could still stay to a Hilton Hotel or a Hilton affiliated property but why would I spend good money on a program that doesn't appreciate the customers? So my review of the Hilton Honors Program: it sucks.
Starwood and Marriott and Hyatt takes much better care of me. I hope someone reads this from the CEO's office and someone questions that **; and why should close my account? I will never stay at a Hilton Hotel again. I will drive 50 miles out of my way in order not to stay to Hilton Hotel. Kiss my ass Hilton CEO; 75 thousand points wasn't that easy to clean.
I had earned over 150,000 points with Hilton, enough for a free stay of multiple nights at a resort, and because I did not have activity within a 12-month period, they closed my account and took away all my points. These points were honestly earned, and it is wrong that they did this. Their guest assistant said there was nothing she could do. They had my correct email and mailing address and I received no notification about this. All I needed to do to keep the account active was stay for 1 night, purchase 1,000 points for $12.95, or redeem a few points. I would obviously have done this had I known.
There are so many hotel programs that frequent travelers belong to and it is impossible to keep track of all the rules. And in looking over my communications from Hilton, they are not advertising their unfair restrictions. I am a platinum meeting planner at Starwood, I keep track of that program, but none of the other hotel programs. I simply expect them to do the right thing. Hilton has been unfair in closing my account and taking away my honestly earned points.
Member since 11/2002, it says on my card. So what! They have a wonderful system that "gives you points" when you spend good money at their hotels and then, when you don't stay for any 13 month period, "taking those points away." POOF! No emails. No reminders. POOF!
One of my favorite parts of the program is when the Hilton hotels that you do stay at do not report your stay to the system. So, you are supposed to prove to them that you stayed. Somehow my world is not devoted to keeping track of this - that's why I tell them the member number at check in or when I book the room online. Anyhow, can you tell that I am mad. The solution: 1) Write this complaint and post it online; 2) Do my best never to stay at a Hilton hotel again. That shouldn't be too hard. Darn, I think that they lost a good customer. Oh well... they don't care.
I was a Hilton Honors Silver Tier member, having spent a few thousand USD with Hilton in a particular calendar year. Subsequently, I did not stay with Hilton for slightly more than a year, and when I wanted to, I discovered my account was inactive. I called customer service and they reactivated my account, but all my points were wiped out. They explained that once the account becomes inactive, all the points will be forfeited.
I found that to be totally ridiculous as none of their general marketing literature tells you that the points have an expiry date and my last account statement from Hilton still states I am a Silver Tier member with all my points intact! What a way to treat their clients. Will certainly not stay with them again. Very disappointing of a chain hotel like Hilton.
CARROLLTON, TEXAS -- OK here I go. In 2003 I had a car accident. 7 weeks later I got laid off. A few months later, I tried to redeem my points and Hilton Honors cheated me out of over 230,000 points. Over the years I was an Asset. I tried and tried to get them to reinstate my points. They said I was a Liability. You can't imagine how angry I am. BTW, their Honors Office is within walking distance from my house AND, over the years I had given and used maybe 600,000 to 900,00 points for Hawaii, etc. Does anyone care? Hilton are cheaters!!!!!! Do NOT believe them!