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Update on the Hilton 10,000 Free Points Facebook Promotion Debacle

by on February 28, 2011 · 4 comments

in Hilton

Last Wednesday a lot of us got in on a silly Facebook Hilton promo, where we were promised 10,000 HHonors points for simply signing up for a Boston area Hampton Inn’s “text club.” It was clearly a marketing campaign designed for a small population of people, but once it was posted on the hotel’s own Facebook site, word spread rapidly.

I was able to sign up for the text club and received confirmation of the 10,000 points. Even though they still haven’t shown up, I’m not losing any sleep over it. Per the Flyertalk thread it seems like the manager of the hotel, Mike Buddy, is going to honor the original promotion for the well over 1,000 people who had received text confirmations.

Also, after 5 days, I finally get an email response to my complaint that I emailed Hilton Honors during the mayhem. Between the Flyertalk thread and email from Hilton, I’m guessing I get the points within the next week or so – I’ll keep you all updated.

Dear Mr. Points Guy,

We have received your comments regarding our hotel in Guest Assistance.  Please allow us three business days to review and resolve this matter.  It is Hilton’s policy to give our hotels the opportunity to get involved to resolve pending issues.  We want you as our loyal guest and appreciate you bringing this to our attention.  Thank you for your patience.

Sincerely,

XXX
Specialist

Hilton Guest Assistance
Hilton Worldwide
2050 Chenault Dr.
Carrollton, TX 75006
U.S.A

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  • Tao

    What kind of confirmation did you get? Was it the text that told you to call Rene Snoke? or some kind of email confirmation?

    I wrote to HHonors as well, but have yet to receive any response from them.

  • Lauren

    GREAT NEWS!
    My 10,000 points posted today.

    I received the following email after calling HHonors last week.

    Dear XXXXX,
    It was my pleasure speaking with you and assisting in this matter. As per our telephone conversation, I did speak with a supervisor and they went ahead and added the 10,000 points into your account for you. You can verify this by logging into your account.
    If there is something you and I have not covered, please let me know. I will be more than happy to offer further assistance.
    Thanks and have a great day,

    Charity Karidza-BruceGuest Assistance/Advance Purchase Specialist2050 Chenault DriveCarrollton,TX, 75006
    [email protected]

  • Neet

    Thanks for sharing and congratulations on your points Lauren.

    For me, all I can say is – HORRIBLE !

    After doing everything as asked – texting, calling the number, emailing Renee in a span of few mins after the promotion posted, patiently taking their spam – nothing. Then I called Hilton after your update and opened a case.

    Yesterday, I received the following note from Michael Buddemeyer, who is apparently the Regional Director of Hotel Operations, yet the email address seems so ‘unofficial’.

    Here’s the response I received, which makes me utterly mad. I expect better from Hilton and think if there’s anyone who can make Hilton come through with this, it’s you man.

    Just wanted to share the message I got with everyone.

    ************
    There was confusion concerning this local promotion. The actual intention of this local promotion was to text to join the hotel’s local loyalty club and was targeted to 150 of our current loyal guests and was not meant to be offered to everyone. Everyone else other than our current loyal guests were not qualified for the promotion and this promotion was not designed for them.

    The reply text instructed the texter to call a phone number to redeem the offer, it did not say that the texter would receive the points. Once the texter made the telephone call and was qualified as a loyal current guest of ours, we would have instructed them on how to redeem the point offer.

    I apologize for the confusion of this program.

    Thank you for your understanding

    Michael Buddemeyer
    Regional Director of Hotel Operations
    [email protected]

    ***********************

    So what does this mean really? Not holding my breath on this but is there really another action we can take.

    I am inspired though by the above comment from Lauren and see there’s hope, maybe some of us are going to get points, I wonder if you have top status with them Lauren?

    Till then, have a Fantabulous Friday y’all.

  • tpat

    Brian,

    I received an e-mail on Friday morning from Michael Buddemeyer (Regional Director of Hotel Operations), then a follow-up e-mail from Hilton Guest Assistance late last night, which confirmed the hotel would post the points to my account. Sure enough, the 10,000 points posted to my account this morning.

    GUEST ASSISTANCE BONUS 10,000

    Glad to see they followed through on this.