Hilton points not refunded from cancelled stay

[Vin]

I recently cancelled 2 stays (consecutive nights) at a Hilton hotel that were booked using points. The points for one of the nights was refunded to my account but the points for the second night have not. I have screenshot evidence from my Hilton App that shows my total balance before and after the cancellations.
Hilton insist that the points have been refunded – lengthy email chat involving multiple CS agents repeating the same story.
This is the second time this has happened with me so I always keep screenshots when redeeming/cancelling Hilton stays booked on points. Has anyone had the same experience and if so how did you resolve it ?
Thanks 🙂

[QFFlyer]

I’ve only had this occur once, but I resolved it by contacting both the diamond desk and the hotel directly, and they had to manually push the points back into my account. No idea what caused it, and it hasn’t happened again since.

[BajiNahid]

I wanted to ask, if a stay booked on points is cancelled, do the points normally come back on straight away?

[Peter K]

BajiNahid wrote:

I wanted to ask, if a stay booked on points is cancelled, do the points normally come back on straight away?

For Hilton it is usually instant.

[John]

If they are not refunded within a minute or so, then it’s very likely you will have to call / email / tweet (X?) to get the points back.