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Forums Hotel loyalty schemes Hilton Honors Amex declined when booking (SafeKey issue?)

  • ringingup 179 posts

    I have tried to book a room on a flexible rate using my Platinum card both on the app and the website, and every single time the transaction gets declined after going through SafeKey successfully.

    Has anyone been having similar problems?

    Coincidentally I also had issues when trying to pay for a JetBlue ticket a few weeks ago.

    Peter K 576 posts

    Yes. Lots of people. All over the daily chat for a few days. Seems to be amex specific, but an issue at the Hilton end.

    Andrew J 776 posts

    Yes, it’s been going on for a week or so now. Particularly annoying as the Amex £50 back offer is on too. Apparently Amex isn’t processing on site at hotels either.

    NorthernLass 8,203 posts

    +1 – I want to book an advance rate to use the £50 cashback offer, very annoying!

    TGLoyalty 641 posts

    Yes, it’s been going on for a week or so now. Particularly annoying as the Amex £50 back offer is on too. Apparently Amex isn’t processing on site at hotels either.

    Well that’s a real issue right there

    I used a MasterCard to book (not pre paid) expecting to use the Amex with £50 off once I got to the hotel

    ringingup 179 posts

    Has anyone been able to book over the phone with an Amex card? I could obviously use another card, but I prefer to use the Amex card for insurance purposes. It’s a semi-flex rate.

    NorthernLass 8,203 posts

    Enzo the chat CSA just told me he doesn’t know when the issue will be resolved and advised me to call 08705 909090. I might try tomorrow.

    John 1,041 posts

    Enzo the chat CSA just told me he doesn’t know when the issue will be resolved and advised me to call 08705 909090. I might try tomorrow.

    Well whatever you do don’t call that number. Call the hotel directly. Not sure if the Hilton UK free phone numbers still work as I just use the international freephone via Skype.

    I have been staying at Hiltons since Monday and no Amex problems at any of them, £50 cashback received 2 days after the first card’s £200 threshold was reached earlier this week

    NorthernLass 8,203 posts

    I seem to have been successful just now booking a pre-paid rate with Amex. That said, the reservation is showing in my HH app but the transaction hasn’t appeared on Amex yet. So we’ll see!

    NorthernLass 8,203 posts

    Grgh, tried another booking and it’s playing up again. First booking still isn’t showing as pending on my Amex so I wonder if I’ve got a “pay now” price which I’ll actually be able to pay later?

    Andrew J 776 posts

    I seem to have been successful just now booking a pre-paid rate with Amex. That said, the reservation is showing in my HH app but the transaction hasn’t appeared on Amex yet. So we’ll see!

    Prepaid rates don’t always charge until the time you stay, although they will charge you in full if you cancel.

    I just managed to finally put through a flexible rate booking – not sure if that makes a difference though as it still required safekey, but seemed to work and is showing as booked in my app.

    NorthernLass 8,203 posts

    But I haven’t been able to book with Amex AT ALL apart from that one. All other booking attempts fail. But worst case scenario with that one is that I’ll pay the advance rate at check in, so I can live with that.

    CH 16 posts

    I’ve managed to complete a booking this evening (with some initial “sorry that didn’t work” messages)… I think – it’s also not showing as pending yet either.

    NorthernLass 8,203 posts

    I’ve had a second advance booking go through now so hopefully the issue is starting to resolve itself. Need to check if this should trigger the £50 back or if it only counts at check out.

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