Hilton HHonors Promo Problem Resolution Difficulty: 40000 Bonus Points At Stake

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Hilton HHonors had a promotion for instant Gold status and for 40000 bonus points for Visa Infinite card holders. The promotion for instant Gold is still valid until the end of May, but the four stays for bonus points needed to occur by May 31, 2012. You can read more about this promotion here.

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This offer was valid for Visa Infinite card holders in the Asia Pacific region, but there is no mention in the terms and conditions about the Hilton HHonors account address requirement and the stays could be worldwide.

I had lot of Hilton stays in 2012 and had way more than the required for during the promotional period. The bonus points didn’t post, however. I had time to write up an inquiry and email it to the Hilton’s Diamond desk in early January (2013) and received the following reply:

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The email reply doesn’t actually address my question. I was Diamond member and wasn’t even interested about the Hilton Gold part of the deal. I was only after the bonus points that hadn’t posted. There was no APAC address requirement on the terms and conditions of this promotion (this is one of the reason why I always include the original terms and conditions on my posts):

Who is eligible to participate in this promotion?

This offer is open to selected Visa Infinite cardholders residing within Asia Pacific, Central Europe, Middle East and Africa and who are enrolled in Hilton HHonors and register for the promotion.

*Asia Pacific denotes Australia, Hong Kong, China, Korea Singapore, Taiwan, India, Indonesia, Thailand, Malaysia, and Philippines

My next step was to open a file with the BBB (Better Business Bureau), but decided against it. Hilton had F mark from BBB regarding solving customer complaints.

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Then, I decided to do the one step below the nuclear option, to open a complaint against Hilton Worldwide/Hilton HHonors via the California’s Attorney General’s Office. You can file these complaints conveniently online. I filed the complaint on February 26, 2013.

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Hilton HHonors had added 40K points to my account on March 15, but I have not received any communication from them.

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Conclusion

I have usually been quite satisfied with the way Hilton has resolved my previous stay related issues. I am surprised that they didn’t make this right before I had to get the Attorney General’s Office involved.

If airline or hotel programs is trying to screw you over a promotion that you are entitled to, you should follow up.

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