Hilton HHonors - Hilton customer service not up to par with Starwood

While I am pretty confident that this is common knowledge on these boards, I just thought I would share my experience and hopefully here from others to confirm or challege my assertions.

I recently stayed at the Hasbrouck Heights, NJ Hilton and I was treated very poorly for being a Gold-VIP. I had to literally argue for 5-10 minutes with the front desk to convince them that I was entitled to a free breakfast since the lounge was closed. The only way I was able to convince him was the fact that I had an internet printout of the rules (a trick I learned on FT). The front desk employee was still reluctant to give me the free breakfast.

Not only was I not treated as a valued customer, I was treated rudely and denied published benefits by the hotel. I wrote a letter to Hilton headquarters and finally received a response from the hotel. The letter merely said that the employee should have known the rules and that the manager apologizes for the experience.

While the letter is a nice gesture, I do not feel this is sufficient to retain my business, espeically at that hotel. Why should I tolerate such treatment? While it is Hilton's choice in how they deal with the matter, I just wanted to express my disappointment. If I wouldn't have argued with the employee, I wouldn't have gotten my benefits. I have a hard time believing that this is the way Hilton wants to treat its best customers.

Am I wrong? Should I be satisfied with a letter or is some sort of compensation in order? I am not suggesting a free hotel night, but perhaps a free drink voucher or a free movie in the room.

I concider discussing the various HH T&C related items with the many levels of HH hotel staffing as begging rather than arguing. By doing so I thus humbly place myself in my proper caste.

MisterNice

ps: for any HH stays always print out and carry: http://www.hilton.com/hhonors/benefits/levels.html

Just a question that may be common knowledge to many of you. Aren't many of the Hilton properties franchised and just operated by other companies under the Hilton name. If that is the case, the franchisor cannot require the franchisee to participate in promotions and award the benefits as stated in the Honors program.
From my experience of working for a franchisor I know this is a common problem. The public recognizes the name and expects all offers and promotions to be honored, but the franchisee is not obligated to do so. It makes good business sense for the franchisee to participate, but not all franchisees have good business sense.

Plenow, that's not necessarily true. It depends on the terms of the franchise agreement. For instance, if I get a McDonald's franchise, I can't not sell Big Macs (but I may be able not to sell some other item). We don't know what the terms of the franchise agreements are, but if Hilton is "selling" us the benefits (ie, stay with us X times and our hotels will give you ABandC), I would think the franchise agreements provide for this. After all, without the Hilton marketing, how many of us would stay in a decrepit old hotel in Akron OH, or a hotel in Milwaukee where the shoe shine booth doubles as the business center.

And different than other types of franchise agreements, when you go to the Hilton, you often have already paid for the room (ie, the guarantee time has passed) and you have been sold a bill of goods, including preferred guest benefits. Hilton (and things are no different over at Starwood) needs to make it clear that either (A) the hotel participates completely in HHonors, or (B) before booking the room, HHonors benefits XYandZ will not be provided at this location.

I agree with much of what you said, but there is a significant difference between a core menu item being sold and providing a discount (i.e. the cost of the Honors points). Just as a franchiser cannot dictate price, it cannot require participation in a promotion. Not trying to argue, just curious if this some of the reason we encounter difficulties at times. I agree we should be able to know up front if we will receive the benefits promised.

[This message has been edited by plenow (edited 12-12-2000).]

I would suggest that you email Adam at
adam_burke@hilton.com
detailing your experience at the hotel, as well as the response(s) you have received thus far.

I had had two similar experiences in which published benefits were denied, and:
*On one occasion the hotel creditted my charge card for the stay;
*On another occasion, the hotel added 100 points to my account. (not really enough, but I didn't argue). Isn't 1,000 the standard minimum good will gesture?

As for the franchise question, I think that Hilton should clearly state in its contract that properties are required to provide all services associated with the different levels of membership. This is a key and critical and material reason I stay at Hilton, not just some random promotion. In other words, I would pick a Hilton because of these benefits as opposed to another hotel. Hence it is a material part of the purchassing decision, rather than an afterthought, etc. When I pay for a Hilton night, I am clearly operating under the premise that I am paying for the room and the upgraded services corresponding to my level in the program. Hilton should clearly and prominently display notifications if any hotels do not participate in VIP accommodations.

Jetsetter,

Thank you for the advice. I wrote Adam an e-mail and I can post the reply or whatever action is taken. I am not expecting much because my experiences with Hilton haven't been the greatest. Regardless, thank you for the help.



[This message has been edited by Kermy FF (edited 12-13-2000).]

Kermy, Of course Adam will be much more polite than me. I'd just tell you to stay elsewhere. You really spend time arguing with a desk clerk for 5/10 minutes before pulling out your pages of rules? Geeeez.

I didn't initially have the printout with me so that is why I felt I could nicely explain the rules of the program without having to resort to showing physical proof. I find it a matter of priciple to fight for my rights as a consumer.

With regard to the comment, "Why don't I just stay somewhere else?", I would like to think that this particular employee does not represent the views of Hilton Hotels. As a result, I feel it is fair to give Hilton a chance to regain my confidence. I have been a loyal Hilton customer and I would like to continue staying at Hilton Hotels. I hope Hilton will take a more proactive approach in resolving problems. Perhaps they can look at this little corporation called Starwood.

The question was not "why don't you stay somewhere else." The statement was, "I would have told you to stay elsewhere."

65 stays with Hiltons this year and 39 with Starwood. Do you think it's fun to watch a grown man arguing with a desk clerk?

Hedoman,

You have the right to your opinion. My intent in arguing with the front desk to get my promised benefits is not to entertain anyone. I am a looking out for my own interests as a consumer.

I am a HHonors Diamond Member as well as a Starwood Platinum and Starwood blows Hilton away. The only reason I stay at Hiton so much is because of their many locations. I totally agree with the comment that they treat their VIP's like crap. You would think that as a Diamond (33 Stays and 71 Nights for me in 2000) I wouldn't have to argue for:
- Breakfast Coupons
- Executive Level Access
- My 48 Hour Room Reservation Guarantee
- Modest room upgrade at a non sold out site
- A "Thank You" letter (Starwood Properties do this) after staying, say, 14 Times and 37 Nights at a single, high rate, major city (Dallas, TX) property in a year?
- How about a private VIP Rewards reservation line? So you don't have to wait in hold for 20-35 Minutes.

I have never stayed at a Starwood (even as a Gold) when they have not upgraded me when available. The problem with Hilton is that there are too many "cheap" properties in the program (Hampton, Homesuites, etc.). They should have some sort of weighted equation that gives more credit for staying a full service, high rate properties.

Hmmm - can't think of anything else http://www.flyertalk.com/forum/smile.gif


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Ken in Sacramento

All you folks that have had problems with Hilton/DoubleTree/Hilton Family Hotels not offering VIP members their appropriate benefits, please post your experiences here:


http://www.flyertalk.com/forum/Forum57/HTML/000928.html


Mac

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Via con Dios!

HHonors customer service: B-. Hold times are long (often 7+ mins). However, once you get through, they do quite a lot for me (as a Diamond member). Example: I found out about the 50,000 Gold status point promotion here on the BB. The obvious purpose of the promotion was to generate visits by Blues and Silvers to get them to Gold and to spiff them points along the way. When I asked for the points, the CSR adjusted other stays I had taken and shazam! 50,000 points. This was a gift.

On the other hand, the CSRs are not very helpful in helping me figure out how to redeem my points for stays. Suffice it to say that I have not been able to successfully do so, either because I was shuttled around to a number of reps, got grumpy and hung up, or because the property at which I wanted to lay my head "didn't accept points."

What good are points if you can't redeem them at a property of your choosing? I understand that the demand at a particular property may affect availability and of course the number of points required, but no participation at all?

I sit here on Xmas night reading this as I had the same problem this morning. Although I'm in the Marriott Suites tonight, the problem is a regular occurence at Hilton and Marriott where I know the T&C's of their programs better than they do. Being a HH Diamond and a MR Platinum, I would expect better service but am not surprised when I don't get it. Like you I fight for my rights to what I believe I am entitled to based on the agreement I have with these programs. If they post changes to the programs I will change accordingly. I carry the MR booklet with me and had to show the Rest. Mgr and the front desk the b/fast rule. Ditto goes for the HH program. So hang in there and keep fighting for what you have earned.

As for the franchise arguement, they know that HH members come in believing that they are entitled to all rewards unless they are told explicitely. It is not reasonable for a guest who stays in their hotels 60 nights or more a year to know which ones are franchised and which are not.

Originally posted by Kermy FF:
While I am pretty confident that this is common knowledge on these boards, I just thought I would share my experience and hopefully here from others to confirm or challege my assertions.

I recently stayed at the Hasbrouck Heights, NJ Hilton and I was treated very poorly for being a Gold-VIP. I had to literally argue for 5-10 minutes with the front desk to convince them that I was entitled to a free breakfast since the lounge was closed. The only way I was able to convince him was the fact that I had an internet printout of the rules (a trick I learned on FT). The front desk employee was still reluctant to give me the free breakfast.

Not only was I not treated as a valued customer, I was treated rudely and denied published benefits by the hotel. I wrote a letter to Hilton headquarters and finally received a response from the hotel. The letter merely said that the employee should have known the rules and that the manager apologizes for the experience.

While the letter is a nice gesture, I do not feel this is sufficient to retain my business, espeically at that hotel. Why should I tolerate such treatment? While it is Hilton's choice in how they deal with the matter, I just wanted to express my disappointment. If I wouldn't have argued with the employee, I wouldn't have gotten my benefits. I have a hard time believing that this is the way Hilton wants to treat its best customers.

Am I wrong? Should I be satisfied with a letter or is some sort of compensation in order? I am not suggesting a free hotel night, but perhaps a free drink voucher or a free movie in the room.