While talking with different Hilton Reward customer services people, they said this refusal to refund is Corporate decision. My impression is Hilton worry massive law suits and court costs; due to errors on the points vs cash sliding scale payment calculations in their online reservation web site. They said they are sorry and willing to give me double points for next couple years.
These are some reply from Hilton Corporate:
We have received your request to reverse the point purchase that was made on June 15 and refund the $684.79 back to your credit card ending in 0067. Unfortunately, as those points were used for your July 21 Hilton Garden Inn Monterey stay we are unable to process your request. Our records show that the reservation and purchase were completed via your online account. The online booking platform will provide several notices if the member is required to purchase points to complete the booking. These notices include the amount of points that will be required to be purchased as well as the cost of those points. It is stated on the room selection page and twice on the summary page, which displays one of the notices in a yellow box with a warning icon on it that the member has to scroll past in order to enter the credit card information and confirm the booking. We do regret the inconvenience if you did not see these notices.
Thank you for your continuing support of Hilton and the Honors guest reward program. Please let us know if you have any further questions or concerns.
Sincerely,
Jennifer P.
Senior Specialist
Honors Finance
Thank you for your inquiry regarding points purchase. We appreciate you taking the time to contact us.
For Non-Reservation Point Purchase transactions, Members can buy up to 80,000 Hilton Honors Bonus Points per calendar year in 1,000 point increments. The total cost of Points will be shown during the purchase process before completion. Points may be purchased online, via written request, by phone, or by sending an e-mail to Hilton Reservations and Customer Care.
In addition to the Non-reservation Point Purchase option, Members can purchase Points during the booking process when the Member does not have enough Points to redeem a Reward Stay. Members can purchase an unlimited number of Points up to the total number of Points required to redeem the Member's desired Reward Stay. Members must purchase these Points during the Reward Stay booking process, either by credit card online, or via telephone, at 1-800-4HONORS (1-800-446-6677), in the U.S. At any time, at the sole discretion of Hilton Honors, Members may be limited in the number of Points they can purchase via this option, and that limit may change at any time without notification. The cost of Points purchased through this option depends on the number of Points purchased and is subject to change at any time without notification. Total cost of Points will be shown to Member during the booking process before purchase. All purchases must be made in U.S. dollars only.
Finally, please keep in mind that these transactions are non-refundable. For more information regarding the Point Purchase Program, please visit http://hiltonhonors3.hilton.com/en/terms/index.html#point_purchase_program.
As always, thanks for traveling with us and please let us know if you have any other questions. You can reach us any time at
[email protected].
Happy travels,
Cherish C.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
