Hilton Hotels Complaint - Beware: Hilton Honors Program "Fine Prints'
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.