Hilton Hotel Points

reehsetin

This is mainly a vent for ruining the day but also a bit of where do i go next

we had a wedding last sunday, wedding in the morning reception in the evening, mum and gran both arent well and get tired easily, because of the gap we thought we'd book a hotel there so they could lie down and we could get ready for the evening
mum used to fly around a lot before she got ill and had loads of loyalty points for loads of hotels, she prefers the hilton, there was one closeby so we went to book on the points
they said that because she hadnt used the card for over a year her account was suspended, she explained that she had been ill and couldnt work but was now working again, they agreed to reinstate the points if she got a letter from the doc with her illness details
she got a docs note and faxed it, didnt hear anything
she got worried so rang them a few days before the wedding to confirm everything was ok, if not she had points for other hotels she could stay with. they said everything was ok and just to print off her confirmation and take it to the hotel
so we get there, literally planning on spending 2 hours there max,
the guy said he needed a receipt number for the points which we didnt have and were never told we were needed,
he rang hilton points who said that the points had never been reinstated
after over an hour arguing they said we could have a room but would have to pay and then reclaim from hilton points which out of desperation we did
since hilton points are saying the conversation saying the points were reinstated never happened and we're out £80! for staying in the room about an hour after all the arguing...
no one at hilton seems to want to budge, so infuriating because we have loads of points we could have used to go somewhere else but they assured us it was ok, the whole point was for mum and gran to rest and they barely got any and it really stressed mum out argueing
not sure whether to keep pursuing hilton or because we paid on my amex to speak to them maybe?

Fruitcake

I am assuming you are talking about Hilton HHonors reward points. Have a look here for more information: -

http://www.hilton.co.uk/CustomerService/802_FAQCategory.jsp?faqid=11000626

The first FAQ explains why your mum lost the points in the first place and also how to get them re-instated. Her situation however is not covered by their terms and conditions. It looks like the hotel may not have had the authority to return her points direct, or if they did there was a communication problem between them and Hilton HHonors.

Halfway down the list of FAQs you find the one relating to the UK Customer Care Centre, but I'll put it here as well: -

4 Cadogan Square,
Cadogan Street
Glasgow,
G2 7PH
United Kingdom
Fax: +44 141 304 1006
From UK: 0141 304 1006

I suggest you write to them explaining the sequence of events. It might be worth ringing first to get a particular department or person to whom you should write, or they may be able to sort it out over the 'phone. Don't forget to include the reward membership number, the dates of 'phone calls and visits to the hotel concerned. Also include the name or position of the people you spoke to (receptionist, manager etcetera.) Include copies of any paperwork as well, including the hotel and CC bill.

Good luck with your quest.

To ensure I keep my points for the two hotel chains and airline I normally use, I took out two credit cards that give me reward points for all three. That way I only need to use them once a year if I'm not travelling to keep them active.



Fruitcake

You Only Listen To Me When I'm Wrong

dangeroussports

If I collect enough Hilton points to I get to have go on Paris Hilton for the night? Or is it free is your loaded?

reehsetin

Fruitcake wrote: »

I am assuming you are talking about Hilton HHonors reward points

Correct

Fruitcake wrote: »

The first FAQ explains why your mum lost the points in the first place and also how to get them re-instated. Her situation however is not covered by their terms and conditions. It looks like the hotel may not have had the authority to return her points direct, or if they did there was a communication problem between them and Hilton HHonors.

thats fine if we'd lost the points the reason we're annoyed more than anything was we were not informed if we were we could have easily gone somewhere else.

thank you i've taken down all the info and will draw something up tonight, hopefully they respond!

[Deleted User]

I know i need to stay in the hilton X number of times to maintain my silver status and use of my points - remember, it's up to them to give free things, not you to demand them.

Sigh, personal responsibility blah blah blah. I know that I need to maintain my stays, why don't you?

reehsetin

i do not care that the points were taken away
what i do care about is being told that they have been reinstated and relying on that
we have lots of points for various things we could have used instead
if they had taken away the points and that was the end fine at least i wouldnt be out £80!!
hilton have a responsibility to make sure the info they give is correct