Hilton Hotels Hilton HHonors

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Hilton honors points taken away
Posted by on
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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BEJ on 01/20/2011:
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.
saj80 on 01/20/2011:
This has become a common practice with hotel and airline reward points.
momsey on 01/20/2011:
What were the terms of the program when you signed up for it?
leet60 on 01/20/2011:
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.
jktshff1 on 01/20/2011:
"I keep track of that program, but none of the other hotel programs" that kind of 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.
Anonymous on 01/20/2011:
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.
FrequentGuest on 01/25/2011:
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 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 even though I understand it is in the policy I just don't think it is right.
doximom1 on 03/08/2011:
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.
Andre on 11/10/2011:
Yes, happened 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 ! No one knows why.
Shannon on 03/22/2014:
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 on
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 to collect what they promised just shows what's behind all this. Plus you don't get the points!
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Ben There on 10/10/2010:
I use e-rewards to get Delta miles - most of the time your points are transferred 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 transferred every time you fill out a survey - you have to bank your "dollars" and redeem them at certain levels.
Johnny_D on 10/10/2010:
I have been waiting over 2 weeks
jktshff1 on 10/10/2010:
If you only use a particular service once or twice a year, signing up for the rewards is useless.
youaredumb on 04/12/2011:
most hiltons are franchised own and decide their own rates based on supply and demand
Anonomous on 10/22/2012:
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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Beware: Hilton Honors Program "Fine Prints'
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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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Anonymous on 07/11/2009:
LOL...That's why its called a "frequent stay program"... you don't frequently stay. Goodbye
erikbox on 10/19/2010:
I think most "frequent" travlers are aware of this policy.
Ytropious on 10/19/2010:
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.
youaredumb on 04/22/2011:
the fine print? its just in the terms and conditions.
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Hilton Honors Rewards Program
Posted by on
Rating: 1/51
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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Susan on 06/07/2013:
"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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Hilton Honors Cheated Me Out Of My Points
Posted by on
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 give and used maybe 600,000 to 900,00 points for Hawaii, etc. Does anyone car. Hilton are cheaters!!!!!!!!!!

Do NOT believe them!
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momsey on 01/27/2011:
I don't quite understand what happened. Why did they think you were a liability? What did the car accident and the job loss have to do with Hilton?
drugdoc121 on 01/27/2011:
madconsumer on 01/27/2011:
great review.

very helpful.
BofAmerica666 on 01/27/2011:
I'd can truly understand why you'd be very upset about this. Maybe there is some way you can get retro active reimbursement/ via lawyer.

Anyway, don't give up. Keep us informed if there's any further developments. This review was very informative.
oldisgood on 01/28/2011:
I think points expire after so long. Mine on Choice privileges do, but my statement always shows how many points are expiring and when. Not sure what Hilton does. Hopefully he can work something out with them. Also, I just noticed this happened in 2003. Why 7+ years to complain??
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Never Again - Hilton HHonors
Posted by on
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.
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Inat on 12/15/2010:
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
youaredumb on 04/12/2011:
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?
denise on 05/09/2012:
I am mad I stayed at many hiltons but booked the reservation with an online company and did not receive the points ever they need to change their rules.
Hilton can suck it on 04/20/2013:
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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Hilton Honors Guest Program - Beware!!!!
Posted by on
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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jktshff1 on 12/18/2008:
They send me updates which include stuff about expiring points
Ben There on 12/18/2008:
Wow, a frequent guests rewards program requires guests to stay frequently?
Anonymous on 12/18/2008:
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!
whatarip-off on 02/11/2009:
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.

pacifico on 08/07/2009:
I totally agree they provide the poorest customer service and loyalty program not par with any other programs out there!
jeff on 12/29/2011:
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 similar hotel. that isn't even a 4 percent return, what a lousy program..all hype
joh on 02/29/2012:
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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Prepaid reservation not honored / family put on street
Posted by on
VIENNA, VIRGINIA -- 6 months ago, I booked a room for 2 nights at a Hilton Garden Inn. I got a good rate which had to be prepaid at the time. The only room type offered to me ( I have a screen shot of this) was 2 queen beds. The reservation was not cancellable or refundable. It was a confirmed, paid reservation.

6 months later I show up with my spouse and 2 kids, exhausted, 375 miles from home. They have no 2 queen bed room for me. The manager says they 'allowed several guests to extend their stay" They have only king rooms which they cannot rent to a family of 4 because of fire codes. They say that my room type is not guaranteed. I am out of luck, and they want me to simply leave.

I ask for two king rooms to honor my confirmed reservation. Sure, I can have two rooms I am told, but I have to pay for two rooms. I told them that was not acceptable. I ask to be accommodated at another Hilton in the area. Answer, no. They would do nothing for me despite numerous pleas. All they did was call a nearby Marriott to see if rooms were available. I asked for a refund, and they said it would have to be done from corporate office and take 3-5 days. I got a letter from the manager confirming that.

DH and I had to get back in the car, dangerously exhausted, drive around lost some more, and pay $40 more per night for a room at the Marriott. ( so I paid twice for two nights) There was no fridge or microwave, and the shuttle to the metro didn't work with our schedule, causing us even more expense.When we got home from our trip, I called Hilton customer service and was told that never should have happened. An overbooked guest is provided with a free room that they arrange the first night, the difference in price the second night, and transportation to the hotel as a minimum way of making it up to you.
I was told the manager of the hotel I stayed at would contact me to work out my problem. 4 days later I got an e-mail from them stating they would refund my original payment- something that they said they would do 11 days previously! I do not have that refund yet- promised to me 4/12.I emailed a letter to the CS person I spoke with last Thursday telling her how unhappy I was with their 'resolution' with no reply. I called her twice and emailed again- again 0 response. I did get through to another so called customer service specialist who did not resolve the issue, and told me I have no other recourse. This Hilton operates like a fly-by-night scam operation, without integrity or decency. The Hilton customer service operation is a joke.I think they all hide under their desks when the phone rings there. Updated- yes, I did receive a credit for my reservation 3 weeks after it was promised to me, only because I called and complained persistently. It was obvious they intended to keep my money. I am still seeking minimally compensation for all the additional expenses I incurred due to this incident.
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Anonymous on 05/04/2007:
Paris Hilton is on her way to jail so no one is left to run the place. Glad your getting back what you lost at least.
bill on 05/04/2007:
Very legit complaint. If you reserve, and especially if you prepay for a room, they should have that room available.
Justusryan on 05/04/2007:
I agree with petalmom. Where's imjustasteph?
Simbabe54 on 05/07/2007:
I hope you get your money refunded as well.It is appalling that Hilton would treat you this way.Let us know what happens.
Michael Ables on 05/22/2007:
I feel your pain. But I have to say I never trust a reservation.I would have called the day I left home and told the reservation clerk what time to expect me. Just to confirm your confirmation.

Hotels and airlines have been guilty of overbooking by 1 to 3 rooms a night. This is an effort to fill cancellations and no shows. I don't think it is smart business but from my experience it is common practice.

The uncommon part is when they bounced you. Every hotel I have worked at that has overbooked and got caught at least will pay for a room at a competitor close by and continue to work with you if more than 1 night.

Hotels allways know what dates are sellout dates. The smartest gm I worked for would close reservations and keep 2 rooms in his pocket. These last two rooms would be sold to walk in customers at the highest posible rate. We never got caught with our pants down and we allways made the most profit. Oops that's hotel talk.

I don't think seeking further compensation will be fruitfull but I may be wrong. Take it to the hotel gm. Then ask what the next level is and work your way to the top.

good luck
Chef Mike, PS if you get Paris' number send it to me. he he
out-of-luck on 05/31/2007:
update- I did get a check for an additional $200 from the HGI- they fed-exed it to me the day they received a letter from my congressman's general counsel on my behalf. I had also sent HGI copies of complaints I made with the Better business bureau in greater Washington, with the Fairfax county Consumer Affairs Office, and several other agencies.
It is amazing how their attitude changed when I brought in some help. It is really sad that they could not treat me and my family with minimal decency.I never heard from the CEO and President of Hilton- I wrote a letter tothem anout 4 weeks ago. So that makes me think it is Hilton in General, not just that particular slimey location.
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Hilton Honors Members Beware
Posted by on
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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Sparticus on 04/13/2007:
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.
heaven17 on 04/13/2007:
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.
Anonymous on 04/13/2007:
I really don't waste my time with scams like these.
Justusryan on 04/13/2007:
Why do you even need rewarded? You stayed there, they took your money.
Noneill on 04/13/2007:
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.
VoiceOfTruth on 05/04/2007:
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.
mrjb on 04/13/2008:
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.
bross611 on 07/28/2009:
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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Bad Customer Service For Hilton Honors Members
Posted by on
My former employer paid for an advance purchase Hilton Honors reservation for me. When I left the company I suggested they inform Hilton that I would not be attending the convention consequently they should cancel the reservation.

Hilton Honors will forward confirmation of your reservation as your pending arrival date draws near. Upon receipt of the notification, I place a call to Hilton Honors to make them aware that I will not be attending. After waiting for their voicemail system to actually get you to a customer service representative, I am then forwarded to the advance purchase department.

15 minutes later I have received the entire curriculum of Hilton's training program from this woman Minura yet she fails to answer the central question-How do I get my name off the reservation and inform the hotel that I will not be attending. As the conversation is downshifting into 20 minutes I finally cease this madness. Please keep in mind that she has recited her customer service training manual repeatedly without responding to my request. She has ignored my earlier request to speak with a supervisor under the "they will tell you the same thing" rule.

Twenty minutes later she transfers me to the supervisor but he is unavailable and I go into voicemail.

It would be helpful to speak with folks leading with English as a first language. It would be helpful if they actually answered your question and not render a prescribed answer they have chosen from their customer service manual. Finally, if you are a supervisor-in a call center-perhaps you should respond to calls!

Having been a diamond member I think I need to shop for a new brand!!!
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Anonymous on 09/04/2010:
I like Starwood hotels myself. I've never had a problem with them.
leet60 on 09/04/2010:
It sounds like a frustrating experience. The fault is not actually on the customer service representative here. I have worked in the call center industry for over a decade, for various companies. Every one has scripted responses that are required of the representative for EVERY call. The representative was simply trying to keep her job to be honest.

As for asking for a supervisor, that is hit or miss. In most call centers you have 300-500 people working with possibly 2-5 supervisors on shift. In most it is simply impossible for the representative to even get the attention of a supervisor and when they do, they are told - send the call to my voice mail.
youaredumb on 04/12/2011:
too bad being a diamond member doesn't matter to the rest of the world huh?
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