We were Hilton Honors Gold after spending thousands of dollars on their hotels. I am a 100% disabled Vietnam era vet and my wife is paraplegic. We are faith based, service the Almighty God, live relatively modestly, and love each other. We found our points and gold status ripped away after a year without explanation or warning. We discovered it when trying to use our points after surviving a year of some very extreme medical issues. My wife had ended up on a ventilator for a period of time. I explained to the Supervisor in the Customer Service Department the medical impact that left us unable to travel and I don't think she could have cared less.
It was only thru the Grace of God, prayer and hard work by some outstanding clinicians that my wife is alive today. It seems life events are considered insignificant to Hilton unless it results in booking rooms and benefits them financially. Finally after some continued pushing they returned some of the points but told me they had no way to return our status to Gold. They have no loyalty to customers that have been loyal to them for 45 years.
We are now at the Blue level again as if we were 20 years old. When asked to speak with this particular supervisor's supervisor, I was told there was no one above her that was available to speak with me nor was I offered an opportunity to leave a voicemail or call back number for a follow up call.
The HHonors website says that when points are transferred, they will immediately be available for use, even if they do not show up visibly in the transferee's account. My husband transferred 92,000 points to me. His transfer came with a transaction number. When I called customer service to redeem them, 6 people and an hour later, they were not helpful and not particularly concerned that they did not honor their promise. I believe that's called fraud.
I have an upcoming reservation for 5 nights using HH points. I want to reduce that reservation to 3 nights. I do not want additional nights or different nights - just 3 nights that I've already booked. After an hour and 6 CSRs, I was told "The system won't let me do that." Apparently no one knows how to complete a manual override either. I've been a Gold Member for 18 years and very loyal customer, but that means nothing to Hilton Honors. This used to be good, but I know there are better rewards programs available. Goodbye, Hilton.
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!
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.
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!!!
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.