Pamela Haslebacher sent a message to Christopher J Nassetta that said:
I have chosen Embassy Suites for twenty years. Today I made a reservation and wanted to use my Hilton Honor points and was told they were gone but that I could go to Points Recovery and get them back. I paid 89.00 to get 35,000 points back. I was told I had to have stayed at a Hilton property in the last 12 months. They told me that I had last stated 11-22-17, less than a year ago! But somehow my Hilton Honor points weren't recorded. I said I gave the check in woman my Hilton Honors number. And they said that was correct. But then told me something about not having it entered correctly when I left. What??? I follow the rules, pay money to keep my points current even if I'm not using a Hilton property within 12 months. And I get this! I do not think it is fair that I had to pay 89.00 to get my own points back and followed the rules to boot. Please help me. I teach customer service at Spokane Community College and would love to use this customer recovery story as an example. Thank you!!!
Pamela Haslebacher
Hilton Honors # 965220795
