Earlier today Hilton shared that they are updating the CRM platform they use to run the Honors loyalty program. They’re going to take systems offline October 30 and into October 31 (“depending on your time zone”). This surprises me, loyalty programs almost always make these transitions over a weekend.
While they’re porting over to the new system it will not be possible to make, change, or cancel award redemptions – whether online or by phone. That includes Amazon redemptions with points as well.
Conrad New York
Hilton expects that points will post more quickly with the new system. I’m sure there are other advantages for them in running the program (“we also look forward to sharing details of newly enabled user experience improvements as they become available”) but they haven’t shared their broader thinking behind the move.
It’s important if you have stays checking in October 30 or 31 to get your Honors number into the reservation in advance. There will be a period of time where it won’t be possible to access account information.
Naturally data transitions can be scary times for members. We’ve just lived through Marriott making a hash of it, taking a month for many accounts to be right (some readers tell me they still have issues with theirs). No one has ever made as big a mess of a data transition of United, but as with Marriott that was at a time where they were combining accounts from two different programs onto a single platform.
In recent years we’ve seen American move to a new back-end system before moving US Airways Dividend Miles onto the platform. We’ve seen Hyatt move to a new member database. Those processes went fine, though Hyatt’s took a strangely long time to complete.
Hilton assures that “existing reservations will not be impacted.” Let’s hope everything goes as quickly as Honors expects. But get all of your Hilton business done before October 30 and assume it could take longer than a day before you have access to your account back.
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