bHC (by Hilton Club) point refund issue?

[shootrrr88440]

A few days ago I had a Kings Land reservation cancelled and rebooked to take advantage of the recently dropped promo. I had called club services to handle it as I am about 40 days out from the reservation. All I could do was cancel and rebook since no changes are allowed within 60 days.

I expected to have ~13k points refunded but only ~3k showed up in my account. Missing ~10k points.

I called today to report the issue and the agent mentioned that she saw this often with bHC owners, where refunded points get wonky. They have to open a ticket to have it reviewed and corrected.

As a newer owner at The District, this surprised me. Is that a common experience for other bHC owners when cancelling a reservation? I'll have to closely scrutinize it the future if so.

 

[brp]

Never happened to me through many cancellations.

Cheers.

 

[ljmiii]

Is that a common experience for other bHC owners when cancelling a reservation? I'll have to closely scrutinize it the future if so.

I've never had that happen to me...but did find that when modifying a reservation the 'wrong' points come back when using a mix of current year HGVC and saved bHC points. I had to cancel and rebook to have the correct points be used.

 

[Magus]

yeah i haven't had this happen to me either - certainly not longer than 5-10minutes

 

[RDMR]

No issues here. I have always rebooked when promos are available. Points are refunded instantly.

 

[CalGalTraveler]

When I have used bHC to hold club reservations I've had issues when releasing.

It usually involves customer resolutions to fix. PITA

 

[shootrrr88440]

Thanks for the input, folks!

Update on my situation: HGV is performing a points audit on my account to find the missing points. It startled me though because they apparently had to cancel all my exiting reservations, some coming up in a few weeks. I noticed when I logged into my account last week and saw a bunch of points on my account then saw all my reservations were all listed as cancelled. They did not notify me before hand.

I immediately called and after some time on hold, I was told my reservations were safely held until the audit was complete. They could not give me a timeframe but it's been 10+ days since I first reported the trouble.

I'm getting a little nervous, I would have thought it to be a quick and easy process for them to see the missing points. Hopefully it wraps up soon. I had called the resorts and had room preferences noted on my reservations earlier, I assume I'll have to do that again once they add them back. I sure hope this is a one off situation and does not happen again.

 

[shootrrr88440]

HGV finished auditing my account and returned about 13k points they found missing... More then I estimated. All my reservations were restored as well!

I am one of the people that got free Max after a resale purchase, and was a bit surprised that stayed intact as well. No complaints here, I like it.

When I pushed the "resolution specialist" on the cause and how to avoid, she mentioned walking reservations causes this sometimes. Too many or too frequent of reservation changes can apparently trigger this behavior. She didn't mention anything more about it being bHC related. Seems a bit sus but that's all the info I was able to glean.

Hopefully a one time deal!