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Beware: Hilton Honors Program "Fine Prints'
Posted by Diveangel on 05/21/2009
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 Members 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 mis-leaded...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.
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Posted by Anonymous on 2009-07-11:
LOL...Thats why its called a "frequent stay program"... you dont frequently stay. Goodbye
Posted by erikbox on 2010-10-19:
I think most "frequent" travlers are aware of this policy.
Posted by Ytropious on 2010-10-19:
Why should they contact you? You're supposed to know the policies and fine print when you sign up. Our rewards card at my work deactivates after 2 years of inactivity. Most places are the same way.
Posted by youaredumb on 2011-04-22:
the fine print? its just in the terms and conditions.
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Hilton Honors Guest Program - Beware!!!!
Posted by Tess08 on 12/18/2008
I was a Hilton Honours 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.
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Posted by jktshff1 on 2008-12-18:
They send me updates which include stuff about expiring points
Posted by Ben There on 2008-12-18:
Wow, a frequent guests rewards program requires guests to stay frequently?
Posted by Anonymous on 2008-12-18:
That sucks. Points earned shouldn't be erased merely because of a year of inactivity.

Forget Hilton. Switch to Marriott. Their reward program is far better and also their window of inactivity is 24 months which they will forgo upon request. It's been my experience with the Marriott rewards program that they'll bend over backwards to make you happy. Good review!
Posted by whatarip-off on 2009-02-11:
Dear Tess08,
Same thing happened to me. Wiped out 10 years of Hilton points, without notifying me - although they have no problem emailing me about offers and opportunity to have a Hilton VISA! And then the cheek to "buy Back" what was already mine. Not happy.
Below is what they emailed me:
Please be advised that in an effort to effectively manage program costs and point liability, Hilton HHonors members are required to stay at least once within every 12 month period. In the event that there is a period of 12 months or more where stay activity is not registered to a Hilton HHonors account, the account is automatically deactivated and all accumulated points are forfeited. For future reference, please note that HHonors points will not expire as long as stay activity is recorded on your account at least once within a twelve month period. Further information about the validity of HHonors points is available in the Terms and Conditions of the program, which are listed in the HHonors Member Guide and on our web page www.hiltonhhonors.com. Although we attempt to notify all members prior to their account being deactivated, this is not always possible. Furthermore, this notification is only a gesture and under no circumstances is Hilton HHonors obliged to individually advise members each time their account is affected by a programme policy. For that reason, we encourage all members to ensure they are familiar with the programme Terms & Conditions prior to enrolling, to avoid such disappointments. Having reviewed the details of this particular case, I am happy to offer you the option to earn back your previous point balance. With every eligible nights stay you have at a Hilton HHonors affiliated property, in the next 12 month period, we will reinstate 5000 of your 'lost' points. This will of course be in addition to the normal earnings you are entitled to receive under the HHonors programme policies.

Posted by pacifico on 2009-08-07:
I totally agree they provide the poorest customer service and loyalty program not par with any other programs out there!
Posted by jeff on 2011-12-29:
i stayed 122 nights at one hotel, only to find that the points i accumulated were only enough to get 4 lousy nights at a similiar hotel. that isnt even a 4 percent return, what a lousy program..all hype
Posted by joh on 2012-02-29:
same thing happened to me. F'd 2 times. I lost my whole account due to inactivity. They told me to reapply and my stay would count.. $2500 hotel stay. Guess what. THEY NOW SAY SINCE I BOOKED WITH HOTELS.COM I GET NOT POINTS FOR $3000 hotel bill. FU Hilton Honors
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Hilton Honors Members Beware
Posted by Stiletto on 04/12/2007
I was a faithful user of Hilton Hotels for many years. So much so that I was a Territory Sales Manager and suggested the 6 salesmen under my command use Hilton Hotels whenever they could. For as long as the Hilton Honors program was in effect, I was a member. In 2005 the company I worked for suddenly went bankrupt and every employee, including myself began looking for work. This event coupled with a personal problem that prevented my traveling for a little over a year. Once I got back on my feet, I contacted all the hotels, airlines, and rental car companies I previously did business with to start anew, and informed them I was back with a new job and wanted to continue my receiving awards from the use of their products and services.
Most companies just had me begin again as though I was never gone. However, a few hotel chains, including Hilton, told me my account was discontinued and all my award points had been removed. Disturbed, I contacted each one and without any problem from every one of them, except Hilton, they returned my award points and welcomed me back. Hilton had me file a complaint and said they would get get back to me. They didn't. I called them again and was told my complaint was denied. They then told me I could file an appeal. I did, and they told me they would get back to me. They didn't. I called them again and was told my appeal was denied. They did offer me a deal however. They told me if I start using Hilton Hotels again, they would give me 5000 points for every stay. How's that for a one sided deal. I would have to stay at Hilton 40 times before I would get back what they stole from me.
Not one to be scammed, I wrote to the Chairman of their Board and as of today, 5 months later, I haven't heard a thing. So I am out almost 200,000 award points for being a faithful Hilton customer. Imagine, every award program returned my points except Hilton. That really told me how much they care about their customers. I have now talked at least 10 salesmen out of using Hilton, and every salesman I meet on the road, and everyone I meet while traveling, I badmouth Hilton. BEWARE HILTON HONORS MEMBERS.
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Posted by Sparticus on 2007-04-13:
So many of these "reward" programs are made to be so difficult to actually redeem anything of value that it wastes more of your time than the rewards are usually worth. I try to stick to simple reward plans that just give me cash back in a set, defined manner. No blackouts... no problems.
Posted by heaven17 on 2007-04-13:
Sparticus is right. If I have to jump through hoops for these so'called 'rewards' (is it just me but does that term sound kind of like we're the family dog getting a treat and a pat on the head?), then I just don't bother. Make it easy or just forget it.
Posted by Anonymous on 2007-04-13:
I really don't waste my time with scams like these.
Posted by Justusryan on 2007-04-13:
Why do you even need rewarded? You stayed there, they took your money.
Posted by Noneill on 2007-04-13:
I don't understand why Hilton had to know you were out of work. I am thinking that a year of no activity is what lost the points. My husband racks up Hilton points like crazy as most airline personnel do. We don't have much trouble using them. I am surprised Hilton has taken the low road. I wonder is Paris has anything to do with it.
Posted by VoiceOfTruth on 2007-05-04:
I have to say, it's really funny to see a bunch of complaints about a *FREE* club! No one made you choose a profession that included travel. I especially love it when "members" of the free club throw their weight around simply because they are V.I.P. with a high level of points. Probably should have stated earlier that I have never worked for a Hilton, but it didn't take me long in this world to realize...that we are all just a number to large companies...& should probably be thankful for having a place to stay.
Posted by mrjb on 2008-04-13:
The exact same thing happened to me except they took away 348,000 points. I was at one time a diamond Hilton honors member and now because of the points removal, I won't use them. I have advised my new company NOT to go with Hilton either.
Posted by bross611 on 2009-07-28:
Same thing here! I stayed frequently at Hilton for over 15 years of travel and lost all the "Honor" points when I changed jobs and did not stay at a Hilton for 12 months. Incredibly I was able to use all my other award programs afterward, such as airlines and other hotels like Marriott even when not staying for more than 12 months. With other award programs the points are like money in the bank but with Hilton your account is closed and with no warning. I still cannot believe this policy - it is a real scam! If you plan to use a hotel reward program make sure you do not stay at Hilton - I certainly will never stay at a Hilton again.
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Hilton honors points taken away
Posted by Pissedoffroadwarrior on 01/20/2011
I had earned over 150,000 points with Hilton, enough for a free stay of multiple nights are 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.
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Posted by BEJ on 2011-01-20:
Ultimately it is your responsibility to monitor your account with them. I am sure their terms were all spelled out when you signed up for their program.
Posted by saj80 on 2011-01-20:
This has become a common practice with hotel and airline reward points.
Posted by momsey on 2011-01-20:
What were the terms of the program when you signed up for it?
Posted by leet60 on 2011-01-20:
This is yet another incident of a party not reading and understanding the terms of a program. The terms and conditions clearly state:

"Members who do not earn points in any 12 consecutive month period may be removed from the Program and, if so, are subject to forfeiture of all accumulated points. To keep the HHonors account open, the Member must take one of the following actions within a 12 consecutive month period:

1. stay at a hotel within the Hilton Worldwide portfolio;
2. earn HHonors points through any third party source of HHonors point accumulation; or
3. purchase HHonors points.
Posted by jktshff1 on 2011-01-20:
"I keep track of that program, but none of the other hotel programs" that kinda says it all. Usually in Dec, I use up my points for gift or gas cards and don't worry about the rollovers. HI, HIlton, Comfort Inns, Marriot etc. Got a lot of free gas and golf stuff.
Posted by Anonymous on 2011-01-20:
I guess checking on your points occasionally would have been a good idea, but I feel for you. That's a lot of points to lose.
Posted by FrequentGuest on 2011-01-25:
I understand the point the above posters are making about reading the terms and regulations of the rewards points. I have been a GM for a Best Western for over 10 years so I am very familiar with hotel loyalty programs. The problem I have with Hilton closing the loyalty account of the OP is the fact that all the hotels he/she stayed at paid for those points at one time. The hotels pay Hilton, Best Western, etc a certain amount per point that are given to the guests for their stays and believe me it adds up each month. So eventhough I understand it is in the policy I just dont think it is right.
Posted by doximom1 on 2011-03-08:
Yep, I've had two of my accounts closed in a 5 year period. I don't usually stay there, but it was the hotel of choice for relatives getting married. I can see losing the points, but closing the account is just obnoxious.
Posted by Andre on 2011-11-10:
Yes, happend the same to me. This a bad business practice. And when I re-open the account I had a couples of stay to credit to my new account and 2 months later I am back to 0 ! Noone knows why.
Posted by Shannon on 2014-03-22:
We had 146,000 points taken away as well. Of course, my fault for not reading the fine print, but I still feel it's wrong for a reward program to take away points you EARNED. My husband is in the military and we aren't able to just go on vacation and use our points within 12 months. Like I said, ultimately my fault for not paying close enough attention, but I think it's crappy business.
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Hilton HHonors Program & e-Rewards Scam
Posted by Johnny_D on 10/10/2010
I am a member of the Hilton Honors program, a program that allows you to collect points when you stay at there 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 a 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 Jon Wilson at Hilton Honors and he would get back to me. A week after no response or acknowledgement I resent the e-mail to Wilson 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 there 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 and collect what they promised just shows what's behind all this. Plus you don't get the points!
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Posted by Ben There on 2010-10-10:
I use e-rewards to get Delta miles - most of the time your points are transfered quickly, but it can take up to 10 days according to their site. Do note that e-rewards is not part of the Hilton Reward program, but a separate company that will give you points or coupons at different companies in exchange for filling out surveys.

Also, the points are not normally transfered every time you fill out a survey - you have to bank your "dollars" and redeem them at certain levels.
Posted by Johnny_D on 2010-10-10:
i have been waiting over 2 weeks
Posted by jktshff1 on 2010-10-10:
If you only use a particular service once or twice a year, signing up for the rewards is useless.
Posted by youaredumb on 2011-04-12:
most hiltons are franchised own and decide their own rates based on supply and demand
Posted by Anonomous on 2012-10-22:
The accounting system which Hilton use is, in their own words, less than optimal. It is impossible to understand how the calculations are made and customers have completely different screens than the customer service personnel. Every time I try to understand why there are errors on my statement, I am met with, in most cases, people with horrible attitudes. Today I tried to explain that two plus two equals 4 and not three and was accused of being stupid and left on hold for 25 minutes before I gave up. If anyone from Hilton has a chance to read this, please outsource your customer service to Pakistan. At least they are polite and try to help. 75% of all of the customer service people that I have spoken to have an attitude and as a diamond customer, I am told that my business is supposed to be worth a little of your attention. I don't mind saying that I am reconsidering my loyalty.
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Don't care about members
Posted by Rlp28 on 01/18/2010
X, ILLINOIS -- Hilton must have more customers and members than they need. As a Diamond member with almost 600,000 pts. I am walking away from them. The planned vacation of a lifetime was wrecked when they jacked us around on room selection... accepted the level I requested; but checking the confirmation, the room was not what I had requested. They won't budge. That's OK, I am transferring all my HH points to an airline, closing my HH account and signing up with another hotel chain.
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Posted by Inat on 2010-01-18:
i used my HH points to go to Rome a few years back - it was AWESOME and cheap due to my point balance. Where were you going and what was wrong with the room? Seems 600k would give you the moon...
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Never Again - Hilton HHonors
Posted by PaulPalos on 12/15/2010
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 suppose 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.
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Posted by Inat on 2010-12-15:
wow what a timely review! Just tonight, I got a letter in the mail with my HHonors balance and the number i would lose if i do not complete a stay or purchase points. Seems your notification got lost in the mail
Posted by youaredumb on 2011-04-12:
yeah your right they should definitely remind you of the terms and conditions you agreed to when you signed up, which I'm sure you were aware of if you were such a loyal customer. Not a diamond member i guess?
Posted by denise on 2012-05-09:
I am mad I stayed at many hiltons but booked the reservation with an online company and did not recieve the points ever they need to change their rules.
Posted by Hilton can suck it on 2013-04-20:
I've unsubscribed from the HHilton Honors programs at least five times... still getting the dumb emails.

And they stay "allow us 10 days for the changes to filter through our system." Apparently, they use an internal snail mail communication, once they get the digital request. (being facetious)

Hilton, you suck just like Paris, and never again.
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Refuse to Refund or Transfer
Posted by Cstathis on 12/11/2009
To try to save some money I pre-paid a Hilton Garden Inn in Chattanooga for a customer meeting. The customer changed the site to Knoxville. I called Hilton to see if we can work it out to transfer the pre-paid to a Hotel in Knoxville. THEY wouldn't even discuss it. Wouldn't try to work with me nothing. So I hope that $157 was worth it to them, because the thousands I spend every year as a Gold member will now go to Marriott.
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Posted by azspots on 2009-12-11:
When you booked this, I'm sure it was plain that you CANNOT change nor cancel a pre-paid booking, period. In exchange, they gave you quite a break on their "normal" rate. You gambled and loss.....no rip off, really.
Posted by Anonymous on 2009-12-11:
What a totally stupid move by Hilton. Penny-wise pound foolish I say.

I've been a Marriott rewards members for years. Could not be happier. Time after time they have bent over backwards to make me happy. Heck, just this week in a "recent stay" survey I mentioned how unimpressed I was with my stay at the Santa Fe Courtyard Inn to which they responded by adding 25,000 points to my account. Yeah, that pleases me.

I totally agree dump Hilton if this is the way they treat their gold members. Good review!
Posted by CSD on 2009-12-11:
It tells you in three different places that the reservation is non-changeable and non-cxl. Do not book these type of reservations if there is any chance something may change.
Posted by azspots on 2009-12-11:
Marriott has the same "no changes/no refunds" type of room rate.
NO, means no.
Posted by Anonymous on 2009-12-11:
I agree azspots but I also truly believe from my experiences with Marriott that in the same circumstance the reservation would have been canceled at no cost for a Gold or Platinum member.

It just seems silly to me and a really bad business decision to lose a Gold/Diamond member over such a trivial 'NO, means no' reservation cancellation type deal.

In fact I would wager if the OP called the Hilton Hhonors line with this complaint some kind of resolution will be worked out.
Posted by saj80 on 2009-12-11:
Stew, good points, as usual, but my money says that the OP will still use the Marriott chain, just venting a little over some dissatisfaction with this incident.
Posted by CSD on 2009-12-14:
No point in having a no cxl policy if they are not going to follow it.
Posted by erikbox on 2010-10-19:
Azpots is obviously educated and understands how the deal works. If you don't want to deal with the repercussions then you don't book the advance purchase rate.

Also, you can't necessarily "transfer" reservations, as some hotels are corporate and others are franchised.
Posted by Rusty Nails on 2011-04-20:
Actually the terms of pre purchase allow a refund minus a fee ($50)
IF another pre paid reservation is made, and the change is made 3 days before the original reservation...
BUT if for your account is not credited good luck getting any action from Hilton customer service!
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The Thieves at Hilton Honors
Posted by Almead on 11/21/2007

I am relating here my experience with the Hilton Honors program. More then a year ago I transferred 200,000 points form my American Airlines account to use them for a family vacation. That vacation for various reasons got postponed till this year. However when I tried a month ago to access my HH account, I was denied access. I called them and was told that since I had not used my account in a year my account had been cancelled. I appealed to them to reverse their decision as the points they so blatantly stole form me had not been award3ed by them in the first place and had been transferred from my AA mileage account. They in their arrogance offered to give me a bonus 5000 points for future stays. I have indeed learned my lesson and in future will not stay at a Hilton even if it is the only hotel in town.
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Posted by Anonymous on 2007-11-21:
There is something missing here. Hilton does not cancel Honor's accounts because of inactivity for 12 months. Call corp and ask for help from a non CSR.
Posted by Anonymous on 2007-11-21:
Their Terms and Conditions clearly states that if you have no activity for one year they cancel the account.
Posted by Anonymous on 2007-11-21:
PassingBy, I know that but they never cancel an account, and never one with 200,000 points in it. We have let ours go dormant for longer than 12 months without a problem. There is more to this story.
Posted by Anonymous on 2007-11-21:
I was only quoting their terms.
Posted by almead on 2007-11-21:
I wish there were more to this story then what I stated. I have wrote twice to them. I guess what they figured was that since I am not a business traveler, they did not stand to lose much by treating me this way. What irks me even more is that the miles that they stole form me were not even theirs to start with, since I had transferred them from my AA advantage account
Posted by Hugh_Jorgen on 2007-11-22:
See if American Airlines can help - you might not matter to Hilton, but a 200K AA member shold be entitiled to a least a phone call from American to see if they can help break the logjam.
Posted by keyjockey on 2007-11-23:
All I want from a hotel is the 3Cs. Cot, Crapper, Cable. I don't need a card at no cost to me accumlating points each stay.
Posted by tnchuck100 on 2007-11-23:
keyjockey, I agree with you 100%!!
Posted by chow on 2008-02-10:
Superbowl,that is weird Hilton will do that! Many hotels will love to have guest like that.
Posted by Inat on 2011-04-22:
hmmm...that would SUCK. However, I know that HHonors cancels their accounts and points after a certian period so i be sure to show activity. My last Hhonors trip was 5 nights in Rome .. .saving now for Fiji
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Hilton Honors Rewards Program
Posted by SteveRicky89 on 06/07/2013
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 we're 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 high it takes much better care of me I hope someone reads this from the CEO's office and someone questions that b**** 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.
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Posted by Susan on 2013-06-07:
"I had a dispute with a supervisor regarding an issue" - - I'd love to hear Hilton's side of this one.
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