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Never came across this before but a biz trip to Conrad Dubai didn’t post any points, despite it showing on the app.
I waited the 2 week window then tried to chase them down…in the end they got in touch over the phone.
After a tonne of questions, eventually they got to asking about who paid for the bill. I said my firm.
They said that makes ant point award ineligible!
I told them every Hilton stay before now has been in this way and points have credited.
They kept referring me to the t+c.
I find it absolutely bizarre.
In the end she gave me the points, including the double bonus but it was 30 mins wasted.Anyone else had a similar issue or is this just the dubai franchise being mean? It’s completely uncommercial to operate in this way surely.
You and/or the call centre have got confused over the rule.
It’s not ‘who paid the bill’ as in ‘whose card was it’. It’s about whether the bill was centrally settled by a corporate account or not.
If you do a stay and the bill isn’t paid at check-out, but your employer settles all Hilton bills in one go at the end of the month via a centralised billing deal, then you don’t get points. Virtually all chains have this rule. However, as this sort of arrangement is very rare now you virtually never see it in real life.
If you paid the bill it doesn’t matter whose name was on the card.
This was a simple issue of the hotel doing something wrong and incorrectly posting the stay.
Conrad hotels are not franchised, by the way. They are directly managed by Hilton. Only ‘limited service’ hotels are franchised (again, same goes for all the big brands).
Red herring to say your firm paid if you checked out and used a card issued in your name (which is the case for most company cards I know of)
In my case I still expense the hotel stay and are personally responsible for settling the bill for the corporate card.
I would start again and go via the Twitter team they seem to be able to sort things much quicker or if you’re diamond try the diamond desk email.
I had points posted without any issue at Conrad Dubai last year, paying with Corporate Amex.
They wouldn’t post if paid centrally as Rob says, or if they were booked as part of a group corporate booking using a specific code (even if paid individually), eg for a conference where the firm has negotiated a special rate (outside of any “standard” corporate rate for individual stays).
Thanks for the replies, especially Rob’s analysis which makes sense.
All my work hotel stays are paid by the firm – but I never see the card – we aren’t a big hedge fund so each is paid ad hoc not bulked up at month end. When I check in, I am always told “we have your card on file already” so I never have to swipe for incidentals etc and at check out they just ask “shall we use the card on file”. They would have no idea if this is a personal or corporate one.
I think the call centre agent jumped on my answer about having to provide the last 4 digits of the payment card (she asked a ridiculous number of questions to verify the stay, even though it was clearly there on my past stays in the Hilton app), and I simply said I don’t own it, our PA controls it….hence we went down that rabbit hole.
She offered 5k points (I was only there 1 night) which I declined, then she put my thru to her supervisor who honoured (!) the correct amount incl the current 2x bonus so closer to 12k.
Ironically I have full discretion to pick my own flights and hotels so naturally I align this to collecting avios and HH where I can for personal use (BA and Hilton suit our family).
I’ll be wary in the future but perhaps this was a 1-off – I actuslly had the bill reprocessed later that day to capture additional drinks so perhaps that broke the link with the original booking/HH profile.
I actuslly had the bill reprocessed later that day to capture additional drinks so perhaps that broke the link with the original booking/HH profile.
That’s probably it then. Did you get the stay/night credit?
Did you contact the hotel itself? That should be the first port of call when a stay does not post.
Just because the stay shows up on your app doesn’t mean the agent could see it, although the call centre is generally incompetent anyway.
In the future the Hilton team on X is the best avenue to fix this sort of problem.
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