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.
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 bedroom 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 minimal compensation for all the additional expenses I incurred due to this incident.
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.
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!
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 voice mail 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 ** 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!!!
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.