Hilton Hotels Hilton HHonors Consumer Reviews - Page 2

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 member's 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 misled... 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.

I was a faithful user of Hilton Hotels for many years. So much so that I was a Territory Sales Manager and suggested the 6 salesmen under my command use Hilton Hotels whenever they could. For as long as the Hilton Honors program was in effect, I was a member. In 2005 the company I worked for suddenly went bankrupt and every employee, including myself, began looking for work. This event coupled with a personal problem that prevented my traveling for a little over a year.

Once I got back on my feet, I contacted all the hotels, airlines, and rental car companies I previously did business with to start anew, and informed them I was back with a new job and wanted to continue my receiving awards from the use of their products and services. Most companies just had me begin again as though I was never gone. However, a few hotel chains, including Hilton, told me my account was discontinued and all my award points had been removed.

Disturbed, I contacted each one and without any problem from every one of them, except Hilton, they returned my award points and welcomed me back. Hilton had me file a complaint and said they would get get back to me. They didn't. I called them again and was told my complaint was denied. They then told me I could file an appeal. I did, and they told me they would get back to me. They didn't.

I called them again and was told my appeal was denied. They did offer me a deal however. They told me if I start using Hilton Hotels again, they would give me 5000 points for every stay. How's that for a one sided deal. I would have to stay at Hilton 40 times before I would get back what they stole from me. Not one to be scammed, I wrote to the Chairman of their Board and as of today, 5 months later, I haven't heard a thing.

So I am out almost 200,000 award points for being a faithful Hilton customer. Imagine, every award program returned my points except Hilton. That really told me how much they care about their customers. I have now talked at least 10 salesmen out of using Hilton, and every salesman I meet on the road, and everyone I meet while traveling, I badmouth Hilton. BEWARE HILTON HONORS MEMBERS.

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.

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 from 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 from 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.

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.