Name mismatch from Concur to Hilton

[jscata]

Wow, this seems to be a common issue and no solutions for anyone! 

I have spent the past two months and hours of my time on hold, calling and emailing support people, trying to figure out a solution with Concur and Hilton. I have been using Concur at two different companies and NEVER had an issue until June. The concur system used to just merge my two last names into one which never was an issue transferring to Hilton or airlines - weird but it worked. I changed nothing in either system but now my name is mismatched when it gets sent to Hilton and my reservations never show up on my Honors app. I have to call Hilton every time to get them to link to my Honors account and appear in my app. Wastes a ton of time. Hilton says it's not on their end and so far, I have had no other issues with airlines so I believe them - it's a Concur issue. Concur and my company cannot figure this out which is extremely frustrating because something changed, and I didn't do it. Even with two last names, maiden and married, it was never an issue until something changed in June. Now Concur sends my name as my last name as my first name, my first name as my middle and my last name as just my maiden name and the names the have sent since June have been all over the place as noted on my hotel receipts! My name is correct on my profile and with Hilton but still the mismatch occurs when I book hotels. I have told support that this is an issue that doesn't just affect me, clearly many of us have an issue with names not aligning or being altered and Concur has no solution of help for this? 

[meaganvb]

Thank you for posting this! I've been also fighting this since earlier this year and had no idea why. Now I see that they are taking my two-word last name and splitting it. And Hilton has said they can't connect my reservations even though I received Hilton Honors confirmation emails. 

Concur: this is most likely a simple coding error. Have someone look at how names are parsed. It should take little time and save a lot of us a lot of frustration. 

[leslie28593]

It happens to me too! I have two last names. Hilton said they changed their system and it's now more sensitive than it was before. Hilton and my travel agent both said the other party is responsible but nobody can fix it. I do not have this issue with airlines or rental cars and I will be trying to book a hotel with other brand that's not hilton to see what happens.

Also, I do get the emails about my upcoming reservation!!!! which is so weird!

My Hilton's reservations are:

- First Name: My 2nd Last Name

-  Middle Name: My first name

- Last name: My 1st Last Name

[JorgeL]

If you do not have these issues with airlines or rentals then Hilton would seen to be the problem. Are the reservations being made in Concur Travel or a specific Hilton portal?

[leslie28593]

I make reservations in Concur travel only. My company does not allow me to book through Hilton portal.

Example of what Concur sends:

Taylor Smith / Alice Ann 

1stLastName 2ndLastName // FirstName MiddleName

Example of Hilton receives:

Smith Alice Taylor

Hilton receives my real 2nd last name as my first name, which is wrong

Hilton receives my real first name as my middle name, which is wrong

Hilton receives my real 1st last name as my only last name, which is wrong

[leslie28593]

Also, it's worth mentioning this:

2021 to 2023: Booking through Concur travel worked and my reservations were linked to my Hilton profile. However, every time I called my travel agent to change the reservation (change duration of stay), then the reservation would disappear from my Hilton app

2024: Booking through Concur travel does not work anymore. Calling an agent continues to not work.

[KevinD]

@leslie28593 just so I'm clear, you cannot book Hilton hotels using Concur Travel? Are you getting an error? If so, could you take as screenshot of the error please? 

[leslie28593]

Hi Kevin,

I can book Hilton hotels using Concur Travel. The issue is that the reservation is under a different name and I have to prove to Hilton that the reservation is actually for me either by calling in advance or stopping by front desk for checking or sometimes I have to do both, which takes many hours of my life because I am a frequent traveler. 

Example of what Concur sends:

Taylor Smith / Alice Ann 

1stLastName 2ndLastName // FirstName MiddleName

Example of Hilton receives:

Smith Alice Taylor

Hilton receives my real 2nd last name as my first name, which is wrong

Hilton receives my real first name as my middle name, which is wrong

Hilton receives my real 1st last name as my only last name, which is wrong

Hilton then decides I am not the same person and ask for multiple proofs of me being myself.

[Pgbe82]

I am having the same issue almost one year after the last post. Is there a fix for it in place?

[depaorlr]

I an currently (6/1/26) having this issue too.  It seemed to be resolved - at least temporarily - but in February or so it started happening again.  Concur is scrambling my name on my Hilton reservations due to my split surname (de Paor).  A robust and permanent solution from Concur would be appreciated.

[caroleeh12]

I'm just finding out that this is affecting our travelers as well.  Apparently everyone has been wasting time and adding every reservation theirselves and a few travelers are just now reporting it because they're frustrated with having to do it every time.  It seems to coincide with when we were ported over to the New Concur.   

We're being told that the names must match extactly, but this is happening to people who's names haven't changed and there was no issue before.  

Concur is the one sending the naming convention differently.  Maybe they need to add a simple script in the transmission to rename how it used to be? 

How does this follow?  Concur profile must match ID, Concur profile must also match Hilton profile.  From what I can see, Hilton profile does not allow for middle names, prefixes or suffixes.  So what they are telling us is in order for their loyalty number to port over everyone would need to change their ID and Concur profile to match Hilton?

That's absurd!

[YIsaacs]

We have not moved to new Concur Travel (nCT) but planning on doing so soon.

We do not have this issue in Legacy Travel and if this is happening in nCT then it will be a huge issue for us as well.

[KevinD]

@caroleeh12 I'm checking on this internally. I do not have have my middle name on on either my Hilton or Marriott profiles but I do on my Concur Profile. I've not had any issues, but it has been a while since I booked a hotel.

I'll let you know if I hear back internally about this. 

[KevinD]

@caroleeh12 I want to preface this response by saying two things: 1. I am not part of Concur Support. I'm just someone with several years experience working here at SAP Concur with a lot of product knowledge, but I don't know everything. 2. I am also not part of the Travel Product team. I am just the messenger. 

Having said that, I asked about this internally and the person who responded didn't really provide any concrete help. So, I went to my own Hilton Honors account to see about updating my name by adding my middle name. From what I saw, you cannot change your name, but you can submit a name change request. See screenshot. So, I couldn't verify if Hilton accounts allow for middle names, but I would think they would be able to add it. 

Now, I know this isn't ideal and it is not a single fix for all your travelers, but submitting a one-time name change request through Hilton might be less frustrating than what they are currently doing. I cannot guarantee this will work, but if it were me, I would give it a try. 

I am going to email a couple of other people I know that work on our Travel team. They are currently out of office, but I'll see if they have any other options once they are back. I'll keep you posted. 

[leslie28593]

I haven't heard back from Concur on this, but I can confirm it wasn't happening in the past.

[KevinD]

@leslie28593 do you have a case number? If so, may I have it so I can take a look, please? 

[leslie28593]

Hi KevinD,

I don't know how to create a case number. I've always had a middle name on my Concur and Hilton profiles. Per my conversations with Hilton, they receive my name in a different order.

Example of what Concur sends:

Taylor Smith / Alice Ann 

1stLastName 2ndLastName // FirstName MiddleName

Example of Hilton receives:

Smith Alice Taylor

Hilton receives my real 2nd last name as my first name, which is wrong

Hilton receives my real first name as my middle name, which is wrong

Hilton receives my real 1st last name as my only last name, which is wrong

[KevinD]

@leslie28593 oh, you said you hadn't heard back from Concur so I thought you had submitted a case. Who did you communicate with from Concur that you haven't heard back from?

Also, if your company has our User Support Desk service, if you sign in to Concur profile, click the ? in the upper-right. From the menu that appears, see if there is an option to Concur Support. If not, then you would need the person at your company who is designated to contact Concur submit a case on your behalf.