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 prepaid 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.
I am extremely displeased with the customer service I received from Hilton Honors while trying to get credit for a missing stay. I visited a Hilton Vacation Club property in Sept 2008 for my honeymoon. While making the reservation, I asked if it would be a problem as the room was in my new husband's name. "No problem" was the reply. At the property, I gave them my card and asked them to ensure I received credit. Again "no problem". Of course, there obviously was a problem as I never received credit.
Over the next year, I tried to resolve the issue 2 or 3 times via their online system, and received confirmation. I sent a request but never a final resolution. I tried to call, most recently faxing a copy of the folio and note per the agent I spoke with on the phone. Again, no reply at all. Today I called and spoke to a supervisor, who told me that as it was over 1-year old, they couldn't do anything for me. Furthermore, she told me that "they e-mailed me with a request for additional information" and that I didn't respond. Hard to respond to an e-mail I never got!
I was angry enough, but then the supervisor started talking over me instead of listening to anything I had to say. I finally hung up in frustration. I will not be staying with Hilton again despite the wonderful visit we had to the property. Call me picky, but when I spend nearly $1000 and have a rewards card, I expect to receive the associated rewards.
If I understand the program correctly, if you have no activity for one year, your account is deactivated and your points are lost to cyberspace, never to be returned. Does this not sound like a few airlines, which I refuse to fly as well? MY CASE: received a new Hilton Silver VIP card in Oct. 2008. Went to redeem points Feb. 24th, 2009 to learn "sorry" you have not had any activity in over a year. Your points are gone. Well needless to say, that is the last time I ever stay at a Hilton property. Be careful out there...
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.
I am relating here my experience with the Hilton Honors program. More than 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 'til 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 awarded 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.