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Having some issues getting AMEX to honour the spend £200 get £50 back offer from May.
I booked one night, 3 rooms at a qualifying Doubletree for £510 but hilton.com for some reason billed my card as 3 x £170. Been chasing AMEX ever since and was told to wait the 90 days. Spoke to them on chat a few days ago and they say firstly that it is ‘in store’ transactions only! Then the excuse is that each transaction was below the £200 threshold. I’m pretty sure the offer was cumulative anyway but that is splitting hairs.
Does anyone have a copy of the original T&Cs? It was the one that ended 31 May
TIA
Every Hilton offer has always triggered cumulatively previously, and that is the crux of your claim (it is not just splitting hairs). I do not have a copy of the T+C’s, but evidence of cumulative applicability is key in this instance.
Have you stayed at the hotel during the offer period? If not, then it will be difficult to argue with Amex. Some hotels have separate merchant codes for online transactions and Amex can see that.
Have you stayed at the hotel during the offer period? If not, then it will be difficult to argue with Amex. Some hotels have separate merchant codes for online transactions and Amex can see that.
The transaction was 25 May and the promotion ended 31 May, I don’t think Amex can see when the actual stay was so I doubt that is relevant. I don’t think it’s a cumulative issue either as it was a single stay on one night, it’s just hilton split the payments into 3 (on the same day) because of three rooms for some reason.
I think it’s just if their system doesn’t process offers automatically and you have to get human intervention, then you are in a world of pain with these offers.
I’ve used Hilton offers numerous times for cumulative spend and always received the cash back without having to do any chasing.
The reason I am saying is that when offers don’t trigger automatically, Amex might ask for proof such as an invoice that you actually stayed during the offer period.
The reason I am saying is that when offers don’t trigger automatically, Amex might ask for proof such as an invoice that you actually stayed during the offer period.
Well that’s one of the things I’m unsure about – is it transactions within the offer period or actual stays? I suspect it’s the former since AMEX can’t see when the actual stay might be.
I think simply the system has been confused by three identical payments being taken on the same day, as have the humans involved.I think the offer terms are usually on checkout only, but it triggers if the hotel uses the same merchant codes for in-person and online transactions. Most Hiltons do, but there are a few that don’t. And yes, the system was probably confused with three separate transactions. It might have thought it is as one transaction of £170 and other two were just a mistake by the operator. Especially given that it was processed at the same time.
You don’t have leverage with Amex to ask them for the statement credit because you ‘technically’ broke the terms.
I also always get an email from Amex if the offer has been triggered. If you did receive it, you could provide it as a proof to Amex. Maybe they’ll honour it then.
I don’t get emails but the offers usually disappear from the “saved” section of my Amex account very soon after I’ve used them.
Check the date that it is processed by American Express. That’s the date they will use, and not when it was processed by the hotel.
I had stays booked 9th June and transactions cleared on 31st May. Asked he first thogh and was told no dice. the stay has to be within the offer period too.
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