cguzik
Jun 22, 12, 9:50 am
I have been treated dishonestly by the HHonors program and am extremely disappointed.
As a long-time loyal HHonors member and Hilton patron, on April 4, 2012 I called 1-800-HHonors and requested a fasttrack challenge from Gold to Diamond. I was offered a challenge for 7 stays or 15 nights by June 30. Last weekend I completed 17 nights and I just completed my 7th stay yesterday.
Having seen no change in my account, this morning I called the HHonors line and was informed that the employee I spoke to never noted my account and there is no record of the offer. Furthermore, I was told no such offer existed and it never should have been offered.
Interesting that they tell me this after I made special arrangements to stay at Hilton properties, resulting in the spending of many thousands of dollars of business and personal funds being spent at those properties over the last two months.
I am guilty of not writing down the name of the employee and not following up when I did not receive an email confirmation of the offer. I trusted Hilton's systems to take care of it.
I am very disappointed that after putting significant time and monetary investment into keeping my end of the bargain that I have been told to pound sand.
I took meticulous notes at the time the offer was made and know what I was promised, and Hilton HHonors has refused to hold up their end of the bargain - even worse, denying the deal ever even existed.
Regardless of whether the original employee lied about the offer, or whether I am now being lied to that it never existed, the HHonors program lied to me, a loyal patron of the Hilton brand for many years.
I will be moving my business to Marriott and Hyatt going forward. They have lost a loyal customer.
I caution everyone to be very careful of making any investment in staying at Hilton properties as a result of anything offered as a status challenge. It may just be a bait and switch tactic designed to get your business with nothing in return.
UPDATE (also posted below):
After posting a comment on the HHonors Facebook page, I received a phone call from Jerry at the Hilton customer service center social media team. He immediately took steps to resolve the matter and I am very satisfied with how quickly this was addressed and resolved. Hilton has renewed my confidence and my loyalty.
As a long-time loyal HHonors member and Hilton patron, on April 4, 2012 I called 1-800-HHonors and requested a fasttrack challenge from Gold to Diamond. I was offered a challenge for 7 stays or 15 nights by June 30. Last weekend I completed 17 nights and I just completed my 7th stay yesterday.
Having seen no change in my account, this morning I called the HHonors line and was informed that the employee I spoke to never noted my account and there is no record of the offer. Furthermore, I was told no such offer existed and it never should have been offered.
Interesting that they tell me this after I made special arrangements to stay at Hilton properties, resulting in the spending of many thousands of dollars of business and personal funds being spent at those properties over the last two months.
I am guilty of not writing down the name of the employee and not following up when I did not receive an email confirmation of the offer. I trusted Hilton's systems to take care of it.
I am very disappointed that after putting significant time and monetary investment into keeping my end of the bargain that I have been told to pound sand.
I took meticulous notes at the time the offer was made and know what I was promised, and Hilton HHonors has refused to hold up their end of the bargain - even worse, denying the deal ever even existed.
Regardless of whether the original employee lied about the offer, or whether I am now being lied to that it never existed, the HHonors program lied to me, a loyal patron of the Hilton brand for many years.
I will be moving my business to Marriott and Hyatt going forward. They have lost a loyal customer.
I caution everyone to be very careful of making any investment in staying at Hilton properties as a result of anything offered as a status challenge. It may just be a bait and switch tactic designed to get your business with nothing in return.
UPDATE (also posted below):
After posting a comment on the HHonors Facebook page, I received a phone call from Jerry at the Hilton customer service center social media team. He immediately took steps to resolve the matter and I am very satisfied with how quickly this was addressed and resolved. Hilton has renewed my confidence and my loyalty.