Name mismatch from Concur to Hilton

jscata · ‎Aug 20, 2024

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 · ‎Aug 20, 2024

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 · ‎Nov 15, 2024

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?

Thank you,
Kevin
SAP Concur Community Manager
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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 something I have to do both, which takes many hours of my life because I am a frequent traveler.