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I know the terms say it must be used when paying at the hotel but has anyone had it credited from a prebooked stay recently?
I made a booking 2 weeks ago online and there’s no credit yet.
I know this has previously worked as I used it last year.
ThanksYes, worked for me last week but the hotel charged my card the evening I booked.
Has the hotel charged your card yet? If not, there is your reason.
Yes, worked for me last week but the hotel charged my card the evening I booked.
Has the hotel charged your card yet? If not, there is your reason.
Same for me. Pre-booked but card charged on check out. Credit posted almost straight away.
Some hotels are probably not booking things at the hotel or it’s a gamble on how things are done. I’ve certainly not gotten the £50 credit for a booking made a month ago. Not going to bother trying to chase it up.
For everyone, can you all check where the transaction took place? If you open the transaction, you can see the location on a map if it was billed at the hotel, as well as the address. I’m assuming that if the map exists, this is going to make it more likely that it was indeed done at “checkout” even though it was pre-booked.
I booked 2 rooms at a London hotel for January yesterday, so waiting to see re the credit. I use the offers every time for pre-paid bookings though, and have never had the cash back fail to post.
Yes the charge has gone on the card and it is showing on the statement as Hilton Hotels Barcelona but no map when you click on the transaction.
I am looking to book for February, will choose the prepaid non cancellation type rate at hilton.co uk and assume that they will just bill me at the time of booking – is that ot always the case?
Looking for £50 back on £220 spend.
It’s always worked for me, but I think upthread someone posted that it can depend on the property.
I am looking to book for February, will choose the prepaid non cancellation type rate at hilton.co uk and assume that they will just bill me at the time of booking – is that ot always the case?
Looking for £50 back on £220 spend.
Yes also always worked for me – recently used in the Rotterdam and Kyoto Hilton on pre paid non refundable rates.
Some hotels are probably not booking things at the hotel or it’s a gamble on how things are done. I’ve certainly not gotten the £50 credit for a booking made a month ago. Not going to bother trying to chase it up.
For everyone, can you all check where the transaction took place? If you open the transaction, you can see the location on a map if it was billed at the hotel, as well as the address. I’m assuming that if the map exists, this is going to make it more likely that it was indeed done at “checkout” even though it was pre-booked.
The map shows the hotel in Bath, but the wording is Hilton Edinburgh!
Just encountered this problem with a prepaid stay at The Gantry, London. The transaction shows as charged by the hotel with correct address, but Amex chat says they have used a different merchant code. They raised a case, so it may have been paid in the end, but I just used the card to pay for another stay last week instead.
First time I have had this issue with all of the Marriott and Hilton offers, including other cards for this round. Pretty sure I have used it for a prepaid stay at the The Gantry before too, but shows it can vary in how the transaction is processed.
Yes the charge has gone on the card and it is showing on the statement as Hilton Hotels Barcelona but no map when you click on the transaction.
Same for mine at Hilton Barcelona Diagonal Mar.
No cashback yet since half term.Just encountered this problem with a prepaid stay at The Gantry, London.
Mine was for The Gantry as well, though I cannot see the address or the map.
I made a prepaid booking with Canopy Paris, payment went a week ago and still no cashback yet. I’ve received cashback on a few other offers in the meantime so not confident I’m going to get this one!
If your payment which has taken you to or over £200 was 31 days or longer ago, then contact Amex on chat and ask them to look into it. Otherwise, diarise for day 31 for the transaction which is taken you over the threshold and then contact Amex via chat.
A few deep breaths and relaxing will see you sorted.
I made a prepaid booking with Canopy Paris, payment went a week ago and still no cashback yet. I’ve received cashback on a few other offers in the meantime so not confident I’m going to get this one!
This is showing on the first line of the offer and it’s now in bold
“checkout spend only”
BUT –
a) it’s always worked previously
b) it’s still currently working on other hotel chains with the same Ts and Cs (had 2 x £75 post for IHG bookings in the past month).
My supplementary cardholder credit arrived this morning for three pre-booked non-refundable stays after finally receiving the offer used email the day before.
I’ve received the offer used email this morning, so am expecting the credit shortly. Both of us reaching the threshold on the 8th November.
I’ll say it again, relax. Diarise to use chat on day 31 post the meeting of, or going above the £200 spend threshold, and then politely ask with dates and amounts why the credit has yet to be placed on your account.
My supplementary cardholder credit arrived this morning for three pre-booked non-refundable stays after finally receiving the offer used email the day before.
I’ve received the offer used email this morning, so am expecting the credit shortly. Both of us reaching the threshold on the 8th November.
I’ll say it again, relax. Diarise to use chat on day 31 post the meeting of, or going above the £200 spend threshold, and then politely ask with dates and amounts why the credit has yet to be placed on your account.
Cheers – relaxing (and managing expectations) did help. I also received the offer used email this morning so hopefully the credit will post soon.
My supplementary cardholder credit arrived this morning for three pre-booked non-refundable stays after finally receiving the offer used email the day before.
I’ve received the offer used email this morning, so am expecting the credit shortly. Both of us reaching the threshold on the 8th November.
I’ll say it again, relax. Diarise to use chat on day 31 post the meeting of, or going above the £200 spend threshold, and then politely ask with dates and amounts why the credit has yet to be placed on your account.
Cheers – relaxing (and managing expectations) did help. I also received the offer used email this morning so hopefully the credit will post soon.
I received my own £50 credit this morning, so it looks like they are being done in daily batches one or two days after the email is received.
I have this on three cards and have the spend on all three. Two credited within days. Third was cumulative spend with the last 13/10.
Just been chat and agreed that the charges on my my card but –
“The transactions are yet to get updated against the offer credit. So request you to allow few more days for system to capture the transactions and trigger credit accordingly”
So I need to wait.
Had 3 stays in the offer window with an initial cumulative spend over £200 after 2 stays but no credit applied. Called and advised because 1 stay was recorded as 3c for payment it was not tracked but would escalate to resolve.
Had a 3rd stay to push total spend over £300 but still no credit.Called Brighton and was then advised offer was not on cumulative spend but must be over £200 in a single transaction so do not meet offer T&Cs.
Raised formal complaint and just received outcome:
<amex email content>
My investigation findings indicate that multiple transactions were made at the participating locations for enabling “Hilton- Spend £200 or more, get £50 back”. After reviewing these transactions, I can confirm that these charges didn’t meet the Terms and Conditions associated with the offer, as a result, no offer credit was issued.It’s disheartening to learn about the experience you had with, however, in order to enable the offer credit you were required to make a single spend of £200 or more. Since that didn’t happen offer credit wasn’t received. Under offer description we clearly advise that;
“Save to Card to get a £50 statement credit when you make one or more transactions up to £200+ in participating hotel(s) on checkout spend only at Hilton by 27/12/2024.”
Consequently, on this basis, I am unable to determine any error on behalf of American Express, and for that reason, I am not upholding this element of your complaint.
<end>The have provided goodwill gesture of £60 so no need to push further but now wary of future offers being cumulative or not.
Anyone else had a similar experience?
@sentinalABZ that interpretation of the rules by Amex is a load of self-serving tripe !
3C has never caused an issue for me, indeed even if you actually spend at check out it will still go through 3C at some hotels
Considering they quoted ‘one or more transactions’ and list ‘hotel(s)’ as plural, how are they even trying to suggest that it needs to be in one transaction?
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