Apparently Hilton HHonors is having some sort of computer problems as of late. Not only is the website down more often than usually, but there are problems of getting points credited back to ones account, if an award reservation is canceled as well.
I had two reservations for Conrad Hong Kong; one for Friday using a free stay certificate and points & money award for Saturday. Late on Friday, I decided to go to Macau for Saturday and Sunday nights instead of staying put in Hong Kong. I had done day trips to Macau from Hong Kong previously, but decided to stay there for couple of nights to check out the Grand Hyatt and the brand new Conrad hotels.
The Conrad Hong Kong was able to cancel the stay for the Saturday, but they already informed me that getting the points credited back to my account would take some time, but they would send an email to Hilton for getting them to expedite the process.
I sent an email to Hilton as well and received a reply within couple of hours that it would take 7 to 10 business days (read two weeks) for getting the points back to my account. (I am really impressed how fast Hilton’s Diamond desk replies to emails btw.)
Two weeks later, I sent another email to find out what is dragging the process. This time I received a response that they were sending a request to have my award canceled and points deposited back to my account. This would take 10 to 15 business days.
This really doesn’t make too much sense. Shouldn’t the points go back to the account automatically if an award is canceled?
You really need to start paying attention to whether Hilton is correctly issuing the number of points that you are due, and that points from canceled reservations actually go back to your account. If I need to cancel a point reservation, I typically check that everything is fine and points back to my account. I hate chasing points that due but not posted due to “computer” problems etc.