Hilton Hotels Complaint - Bad Customer Service For Hilton Honors Members
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 voicemail 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 Minura 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!!!