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Hilton Hotels Complaint - Hilton honors points taken away - you need activity every year
you need activity every year - Complaint
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.
Comments:
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.
"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.
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