This really involves "American Express Hilton HHonors Surpass" and not "Membership Rewards," but I post it here rather than on the Hilton site because it really AmEx's, more than Hilton's, customer service I am complimenting. With the Surpass card, I am supposed to get 9x points for every dollar charged at a Hilton Family hotel. Got my September statement, and there were no points (other than the 3x you get for all charges) for a $766 Hilton bill. (Looking back, I think the reason this happened was I had arranged with management for a very late check out, that their system went ahead and charged me at the regular check-out time, and then when I "really" checked out late in the afternoon they somehow awkardly reversed the charge and entered the second one for the same amount manually rather than automatically. I am just guessing here. But I remember for a while, online, seeing that the charge had been authorized twice, though it only posted once -- and when it was posted, it was in lower-case letters while everything else on the Sept. statement was all caps -- really looked like it had been done manually and maybe therefore didn't carry the auto-coding for the 9x points.) So when I was short thousands of HH points, I called AmEx. The lady in Salt Lake City was nice and friendly throughout, but at first tended to take the standard customer-service lines maybe it will post next month, etc., etc. However, I was ready with examples from previous statements that she could call up on her system that showed the points were always on the same month's statement. I also told her my theory about the odd way it was charged, the late checkout , etc., and somehow I seemed to get her attention. So I was on hold a looooong time, I'd say at least 20 minutes, though she did come back twice and say she was still checking. I really thought they would put through a trouble report at best, and promise to call me back, particularly since I was calling after normal business hours. And worst case, I thought there was a 50/50 chance they were going to hold their line and say "really, give it another month and call us back then if it isn't there," which I doubt it would have been. But at the end of the 20 minutes she said they had managed to get me the points I was missing, that the matter was therefore solved, though I wouldn't see this til next month's statement. The fact I had to wait a month disappointed me, but she was so nice I restrained myself and didn't gripe. Anyway, turns out she was wrong. They didn't post to Hilton next month; the extra points posted to Hilton within just a few days, and are there now. Best, though simple, things for customer service to do: (1) Be nice. (2) Listen. (3) Go to bat with the back office when the customer is right. (4) Then make a promise that you can not only fulfill, but beat substantially, so that the points post much faster than the expectations you set with the customer. And AmEx did all four. Thanks, folks!