My former employer paid for an advance purchase Hilton Honors reservation for me. When I left the company, I suggested they inform Hilton that I would not be attending the convention; consequently they should cancel the reservation. Hilton Honors will forward confirmation of your reservation as your pending arrival date draws near.
Upon receipt of the notification, I place a call to Hilton Honors to make them aware that I will not be attending. After waiting for their voice mail system to actually get you to a customer service representative, I am then forwarded to the advance purchase department. 15 minutes later I have received the entire curriculum of Hilton's training program from this woman ** yet she fails to answer the central question - how do I get my name off the reservation and inform the hotel that I will not be attending?
As the conversation is downshifting into 20 minutes, I finally cease this madness. Please keep in mind that she has recited her customer service training manual repeatedly without responding to my request. She has ignored my earlier request to speak with a supervisor under the "they will tell you the same thing" rule. Twenty minutes later she transfers me to the supervisor but he is unavailable and I go into voicemail.
It would be helpful to speak with folks leading with English as a first language. It would be helpful if they actually answered your question and not render a prescribed answer they have chosen from their customer service manual. Finally, if you are a supervisor - in a call center - perhaps you should respond to calls! Having been a Diamond member, I think I need to shop for a new brand!!!
I am extremely displeased with the customer service I received from Hilton Honors while trying to get credit for a missing stay. I visited a Hilton Vacation Club property in Sept 2008 for my honeymoon. While making the reservation, I asked if it would be a problem as the room was in my new husband's name. "No problem" was the reply. At the property, I gave them my card and asked them to ensure I received credit. Again "no problem". Of course, there obviously was a problem as I never received credit.
Over the next year, I tried to resolve the issue 2 or 3 times via their online system, and received confirmation. I sent a request but never a final resolution. I tried to call, most recently faxing a copy of the folio and note per the agent I spoke with on the phone. Again, no reply at all. Today I called and spoke to a supervisor, who told me that as it was over 1-year old, they couldn't do anything for me. Furthermore, she told me that "they e-mailed me with a request for additional information" and that I didn't respond. Hard to respond to an e-mail I never got!
I was angry enough, but then the supervisor started talking over me instead of listening to anything I had to say. I finally hung up in frustration. I will not be staying with Hilton again despite the wonderful visit we had to the property. Call me picky, but when I spend nearly $1000 and have a rewards card, I expect to receive the associated rewards.
If I understand the program correctly, if you have no activity for one year, your account is deactivated and your points are lost to cyberspace, never to be returned. Does this not sound like a few airlines, which I refuse to fly as well?
MY CASE: received a new Hilton Silver VIP card in Oct. 2008. Went to redeem points Feb. 24th, 2009 to learn "sorry you have not had any activity in over a year. Your points are gone." Well needless to say, that is the last time I ever stay at a Hilton property. Be careful out there...
X, ILLINOIS -- Hilton must have more customers and members than they need. As a Diamond member with almost 600,000 pts., I am walking away from them. The planned vacation of a lifetime was wrecked when they jacked us around on room selection... accepted the level I requested; but checking the confirmation, the room was not what I had requested. They won't budge. That's OK, I am transferring all my HH points to an airline, closing my HH account and signing up with another hotel chain.
To try to save some money; I pre-paid a Hilton Garden Inn in Chattanooga for a customer meeting. The customer changed the site to Knoxville. I called Hilton to see if we can work it out to transfer the prepaid to a hotel in Knoxville. THEY wouldn't even discuss it, wouldn't try to work with me nothing. So I hope that $157 was worth it to them, because the thousands I spend every year as a Gold member will now go to Marriott.