Hilton HHonors - HHonors service center continues to shine.

Called the 800 number yesterday because I recently had a reward stay where I charged meals to my room, and I wanted HHonors points for those incidental charges.

I gave the agent the dates and the amount, and she did it, on the spot. No arguement, no fax or express ship in your boarding passes or folios, just done and then a question if there was any other way to help me today.

Maybe it's because i'm Diamond VIP, or maybe they treat everyone that way, but with all the customer service and customer care departments we frequent travelers have to deal with, HHonors really shines as hassle-free.

I too just had HHonors Customer Service help out in a very timely manner. I transferred 10,000 Deltal SkyMiles into 20,000 HHonors points months ago and the points never posted. One quick email and the points posted 2 days later.

I'm glad to see that Hilton is just as responsive as Starwood.

I heartily AGREE! They helped me by correctly adjusting the bonuses due me for the FastTrack to Gold, as well as the Double Points/Miles promotion!

And lest we not forget, the large # of people who have upgraded to Gold as a result of the current promotion, with few if any reservations (no pun intended!) or impediments. Also, there is a toll free # to reach someone at Hilton Honors to make your complaint concerning your account. Marriott requires you to make a long distance toll call to Utah to speak to a live persnon.

I absolutely agree! It saves a lot of time and hassle. Way to go Hilton! Maybe it's time for Starwood to notice and learn a thing or two from Hilton.

Yes, the HHonors service center has improved 1000% over the last year! Thank you Adam, and Yasmine, and all the other helpful folks over there.

Wholehearted concurrence, NJDavid! The HHonors service center people are great. They helped me combine two accounts I somehow ended up with under different addresses (home and office), without making me prove I was one and the same person. They even threw in credit for a stay at Bally's while they were at it. It had been a direct-bill to my company, and I didn't realize that I could get Hilton points for it until after I had left town. Nice and easy - just the way it should be. Thanks!

With both HHonors and CO's nice-and-easy EUA, the Moose has a terrific travel team. Tipped antlers on both accounts.

You guys know I a big fan of Hilton and the super CS folks there - but I tried 3 times over last two days to call them and the anticipated hold time was 28 minutes, 30 minutes, 33 minutes - I actually stayed on hold at one point about 20 minutes but no dice... I emailed my request to Kristy Hall and Adam Burke - I'm sure they'll respond. Me thinks they need some more phone lines or more warm bodies - maybe it's low staff over the holidays. http://www.flyertalk.com/forum/smile.gif

[This message has been edited by svpii (edited 12-29-2000).]

svpii,

I too emailed Adam two weeks ago, and he replied that his staff would look into my concerns. Haven't heard back yet, although one of the problems--missing Aeroplan points to my Air Canada account, suddenly was corrected. My guess is probably a bit short staffed over the holday season.

Happy New Year !!

bj-21.

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'Tis better to have played and won, then never to have played at all.

Nope, the service is that good without regard to service level; Mom's a blue and i'm a gold we've both gotten nothing but superb service from the Service Center.

I think Hilton understands that we've got a choice, and that even though their program has the coolest stuff, they want to provide exemplary service anyhow. I wish Continental would buy a clue from this, actually. http://www.flyertalk.com/forum/smile.gif

[This message has been edited by gwendolynaoife (edited 01-04-2001).]

Originally posted by gwendolynaoife:
I think Hilton understands that we've got a choice, and that even though their program has the coolest stuff, they want to provide exemplary service anyhow. I wish Continental would buy a clue from this, actually. http://www.flyertalk.com/forum/smile.gif


Wow, I couldn't agree more.....dead on. COntinental offers flight training to other airlines, maybe we can get the HHonors service center to give customer service training to Continental.

My most recent contact with HHonors has not been very productive.

I am missing a stay and when I called about getting credit for the stay, I was asked to fax over a copy of the bill. I was told it would take 4 WEEKS for the stay to post.

Also, the fax line seems to be pertually busy! http://www.flyertalk.com/forum/frown.gif

[This message has been edited by BillMorrow (edited 01-05-2001).]

I continue to love the Hhonors service. The service, combined with their overwhelming promotions have garnered so much of my business that I'm wondering if I'll ever earn another Marriott point.

Keep it up Hilton in general, and Adam in particular!

I think there service is great overall, but svpii is right. They need to do something about the long hold times.

However, once you get through they do a super job of handling problems.

Sorry, not exactly related to this thread: I have an HHonors award that was not used, how do I get it back to Hilton for re-credit? Is there a fee or something else involved? Thanks.

I am thrilled with HHonors CS over the past 8 weeks. I have had two problems with American Express and where they dropped the ball Hilton HHonors (Kristy Hall, Adam Burke, and Sophia) came thru like the cavalry for me.

First, AE didn't give me the right amount of points for the card switchover back in October. Kristy Hall handled this like a pro.

Second, on Dec. 7th I called AE and asked them to cancel my Delta card and combine the credit limit with my Hilton card. They said: "No problem give it 3 or 4 days and your balance will be raised on the Hilton card". So, on Dec. 15th I go out to buy my new furniture for my house and, of course, the card is rejected. Man, was I furious. I went home and called AE and told them that they cost me 7,500 Hilton points. The girl said she would call me back the next day. She didn't. On Dec. 19th I get hold of her supervisor and she says she will call me back by the weekend. She calls back on December 23rd but leaves no info as to what we will do about the problem. I called AE on Jan. 4th and ask to be connected to the origianl AE service rep I had spoken with. They have no idea how to get in touch with her. I am on hold for about 5 minutes and AE connects me to the Hilton HHonors program. The original person I spoke with (didn't catch her name) was not helpful at all. I told them this isn't HHonors' fault but would like some help. She gives me a big spiel about how points are earned by staying at hotels and she has no idea what AE is doing. I tell her I am Gold and that I understand that but can she help with the AE problem?. She didn't want to. Also, during the conversation she mentions "I noticed that Citibank took back 7,500 points so I see where your problem is". I tell her this is incorrect. Citibank and AE are two different concerns but while I've got you here, let's find out why those points were taken as well. I am on hold for approximately 25 minutes when she gets her supervisor (Sophia) on the phone. I explain this situation to Sophia and she agrees that AE has treated me badly and gives me the 7,500 points. She also tells me that when I receive my statement from Citibank that if the correct number of points are not on there to fax her a copy and she will have it taken care of. She also informs me that she will contact me with info of how to get hold of the President/CEO of AE so I can write him/her a not too friendly letter. That, my friends, is customer service. This lady was knowledgeable, friendly, and more than willing to help. HHonors has really gone to bat for me and I am a huge fan of their program now. Consider me a loyal customer!

Falcon56

I'm both a HHonors Diamond and a Starwood Platinum.

Don't know what you mean by HHonors service center continues to shine. I'm on hold right now and the system tells me that my expected wait time is 43 minutes!

Never had to hold for more than 2 minutes with Starwood Platinum. Starwood also offers one number for both reservations and customer service.

Hilton will continue to be my secondary chain until they get their customer service act together. How hard is it to get a dedicated line for reservations and customer service for Diamond VIPs?

As I anticipated, I did get responses from both Kristy Hall and Adam Burke after the holidays. I have it on good authority that there is good news in the near future regarding our customer service # hold times http://www.flyertalk.com/forum/smile.gif

Okay...how about this one for awesome!!!

Just got home from an award stay (VIP ALON certificate) at the Hilton Turtle Bay on Oahu to find that they already posted my meal and various other charges as points in my Hilton account, counted it as a valid year's stay meaning it qualified as my first of four stays for the 50k bonus point promotion, let me double dip for 1,000 Mexicana miles and finally qualified me for the special double-double dip promo going on until 2/28.

How's that for not having to do anything?!?!? http://www.flyertalk.com/forum/biggrin.gif