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.
VIENNA, VIRGINIA -- 6 months ago, I booked a room for 2 nights at a Hilton Garden Inn. I got a good rate which had to be prepaid at the time. The only room type offered to me (I have a screen shot of this) was 2 queen beds. The reservation was not cancellable or refundable. It was a confirmed, paid reservation.
6 months later I show up with my spouse and 2 kids, exhausted, 375 miles from home. They have no 2 queen bedroom for me. The manager says they "allowed several guests to extend their stay". They have only king rooms which they cannot rent to a family of 4 because of fire codes. They say that my room type is not guaranteed. I am out of luck, and they want me to simply leave.
I ask for two king rooms to honor my confirmed reservation. Sure, I can have two rooms I am told, but I have to pay for two rooms. I told them that was not acceptable. I ask to be accommodated at another Hilton in the area. Answer, no. They would do nothing for me despite numerous pleas. All they did was call a nearby Marriott to see if rooms were available. I asked for a refund, and they said it would have to be done from corporate office and take 3-5 days. I got a letter from the manager confirming that.
DH and I had to get back in the car, dangerously exhausted, drive around, lost some more, and pay $40 more per night for a room at the Marriott (so I paid twice for two nights). There was no fridge or microwave, and the shuttle to the metro didn't work with our schedule, causing us even more expense. When we got home from our trip, I called Hilton customer service and was told that never should have happened. An overbooked guest is provided with a free room that they arrange the first night, the difference in price the second night, and transportation to the hotel as a minimum way of making it up to you.
I was told the manager of the hotel I stayed at would contact me to work out my problem. 4 days later I got an e-mail from them stating they would refund my original payment - something that they said they would do 11 days previously! I do not have that refund yet - promised to me 4/12. I emailed a letter to the CS person I spoke with last Thursday telling her how unhappy I was with their 'resolution' with no reply. I called her twice and emailed again - again 0 response. I did get through to another so called customer service specialist who did not resolve the issue, and told me I have no other recourse.
This Hilton operates like a fly-by-night scam operation, without integrity or decency. The Hilton customer service operation is a joke. I think they all hide under their desks when the phone rings there. Updated - yes, I did receive a credit for my reservation 3 weeks after it was promised to me, only because I called and complained persistently. It was obvious they intended to keep my money. I am still seeking minimal compensation for all the additional expenses I incurred due to this incident.
I was a faithful user of Hilton Hotels for many years. So much so that I was a Territory Sales Manager and suggested the 6 salesmen under my command use Hilton Hotels whenever they could. For as long as the Hilton Honors program was in effect, I was a member. In 2005 the company I worked for suddenly went bankrupt and every employee, including myself, began looking for work. This event coupled with a personal problem that prevented my traveling for a little over a year.
Once I got back on my feet, I contacted all the hotels, airlines, and rental car companies I previously did business with to start anew, and informed them I was back with a new job and wanted to continue my receiving awards from the use of their products and services. Most companies just had me begin again as though I was never gone. However, a few hotel chains, including Hilton, told me my account was discontinued and all my award points had been removed.
Disturbed, I contacted each one and without any problem from every one of them, except Hilton, they returned my award points and welcomed me back. Hilton had me file a complaint and said they would get get back to me. They didn't. I called them again and was told my complaint was denied. They then told me I could file an appeal. I did, and they told me they would get back to me. They didn't.
I called them again and was told my appeal was denied. They did offer me a deal however. They told me if I start using Hilton Hotels again, they would give me 5000 points for every stay. How's that for a one sided deal. I would have to stay at Hilton 40 times before I would get back what they stole from me. Not one to be scammed, I wrote to the Chairman of their Board and as of today, 5 months later, I haven't heard a thing.
So I am out almost 200,000 award points for being a faithful Hilton customer. Imagine, every award program returned my points except Hilton. That really told me how much they care about their customers. I have now talked at least 10 salesmen out of using Hilton, and every salesman I meet on the road, and everyone I meet while traveling, I badmouth Hilton. BEWARE HILTON HONORS MEMBERS.