Hilton Honors Free Night Certificate missing from profile

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vitorsyd

Member since 04 Jun 2018

Total posts 7

I scored one last free weekend night certificate last year through Macquarie Bank by spending the threshold on the now-defunct Hilton Honors Card by the 30 April 2019 cut off date, but never had the voucher sent to my email. Little did I know that the voucher was indeed issued and that the validity was 12 months through to April 2020 until I chased Macquarie late last year and they chased Hilton for answers. I called the Diamond Desk this year (pre-COVID) to complain about the fact that the voucher was never sent to my email and they reluctantly agreed to extend it by 6 months to October 2020 if I called and requested for an extension after the original expiration date had passed. Once COVID hit there were news that Hilton would extend all certificates due to expire in the first half of 2020 until August 2021, but much to my surprise when I called them tonight I was told that there was no certificate in my account. I suspect the issue of the email-less certificate coincided with the hack of my account in Easter last year and the fact that Hilton didn’t complete the migration from the old to the new account correctly as evidenced by member since date showing as 2019 rather than the original year I joined the program. While I wait for a solution, I’m curious to ask whether any other ET members have had issues with either not receiving certificates by email or previously existing certificates disappearing from the system.

vitorsyd

Member since 04 Jun 2018

Total posts 7

UPDATE: I called Hilton again yesterday and they finally agreed to extend the certificate to 2021 and explained that it had never gone missing, as an earlier agent suggested, but was rather in the expired ‘bucket’

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