Hilton Hotels Complaint - Hilton Hotel - Poorest Customer Service on their Loyalty Program
To Whom it May Concern:
I am a member since 2004 and I would like to state that you have a poor program and poor customer service. I have received this email telling me that my tier level was downgraded and at the same time point were all taken away. On my July 9 statement, as copied below foryour reference I still have 21,443 points and maintaining a Silver VIP.
I thought Hilton is better compared to other Hotel rewards program only to find out it is the worst and provide very poor customer service not even par with other consumer products out there i.e. Best Buy, Blockbuster, Marriott, etc.
My case in point, why in the world in would be downdraged without notification that I need to do something about my membership. There was NO email that I have received to inform about the upcoming expiration. Here I am, checking my last July 9 statement I still have my points and status booking for my vacation this year just last month on 2 locations for 2 rooms each and knowing that I can keep my account active on a yearly basis. I stayed in 2008, and stayed again 2009. But I was told that it expired Jul 21 because of a 12 month inactivity from my last booking of Mar 9, 2008. You don't need to be a genius to see that I would have been notified or the MyWay account statement of July 9 should already have notified me Not August if the 12 month policy was enforced or at least a prior notification in Feb, Mar or April or any notification that it will expire soon via email would have help a loyal customer or member that he is about to loose his/her points - this is really a poor customer service from a world reknowned Hotel brand.
I called up your office but nothing happened as expected they are not empowered to take care of your customers/members or to deal with real issues and feedback. I just requested fir my memebership to be cancelled since you are not able to reinstate both my points and status.
I hope in this writing you would improve your company for the good of the many. I know I maybe just one of your millions of customer but a fire always start on a simple spark.