Hilton HHonors - HHonors Customer Service Insults My Intelligence

Hoped to use points for a NYC overnight stay for my husband's birthday in June, and saw online that the Hilton New York was the only midtown property available that night. But then when I clicked on "see rooms" it said that rooms were not available. It's bad enough to get your hopes up only to see them torn down, but what really ticked me off is when I called up and nicely asked if I could get an override as per the supposedly enhanced Gold benefits
instituted last year. The request was denied, and when I mentioned my frustration about the error on the website showing Hhonors availability, was told that the room must have been booked in the few seconds it took me to click the "see rooms" icon. That's a pat answer that insults my intelligence, as evidenced by the fact that the HIlton New York still shows availability that does not really exist not only for my requested date, but also for at least five or six dates that I tried just out of curiosity.
Not getting an award room is disappointing; having my intelligence insulted by agents who really don't care if there's a major Hhonors awards reservation snafu is infuriating.

It's bad enough to get your hopes up only to see them torn down, but what really ticked me off is when I called up and nicely asked if I could get an override as per the supposedly enhanced Gold benefits instituted last year.

Though I run the risk of being flamed, it should be pointed out that the change to Gold benefits instituted last year does not give Golds the opportunity to get an award in a hotel where award space is not otherwise available. That doesn't excuse HHonors from having the website show availability when none is available, but if the space isn't available, a Gold does not have the ability to call and force an award (as is granted to Diamonds).

Mike

In my experience, this is a pretty common bug on the website. I have had this "award available" on the first screen and then find out there were actually no rooms available when you click on "see rooms" which then necessitate a call to customer service.

I've seen the same issue when checking award availability on the website, once for Paris and once for NYC. For Paris, I called up and they assured me that rooms were available and booked it for me. I was gold at the time. For NYC, I called to find out that there was no availability, but, since I was diamond by then, they put through a special request, which was approved.

I understand that computers are not perfect, but I agree with the OP - it's the insulting human response from HHonors customer service that needs improvement.

I had an issue last week where it showed Point Stretcher availability but no rooms once you clicked in. I called up, got Web Support, and was told that the availability must have gone while I clicked. I explained (very calmly) that it was still showing the availability and the woman said "you better watch how you talk to me if you want help" or something to that effect. I explained I might be speaking a bit loudly because my VOIP phone was fading in and out a bit and she replied something about my attitude. Then I *did* get upset.... I told her I'd call back to speak to someone a bit nicer :) Anyway, I called back and got a very nice lady who saw the issue and promptly booked my room. Ah, the disparity of CSRs......

Nako,

This was discussed in detail in another thread and we don't really need to get into it again. I was 100% in agreement with you until now. There is expanded gold award availability but that is totally different from being able to force an award stay (like diamonds can). On occasion I called, as a gold, and was given an award that says "GOLD REDEMPTION" as the rate type. The two times I did this, I was trying to book during a blackout date period. There still have been several times where availability was completely gone and I couldn't force an award stay (which seems to me like what the OP was trying to do).

Nako,

This was discussed in detail in another thread and we don't really need to get into it again. I was 100% in agreement with you until now. There is expanded gold award availability but that is totally different from being able to force an award stay (like diamonds can). On occasion I called, as a gold, and was given an award that says "GOLD REDEMPTION" as the rate type. The two times I did this, I was trying to book during a blackout date period. There still have been several times where availability was completely gone and I couldn't force an award stay (which seems to me like what the OP was trying to do).

I don't see where the disagreement is, considering that you just said the exact same thing that I said in my earlier post. The OP made mention of a so-called Gold override that does not exist.

Mike

my experiences have been limited, but Diamond customer service generally is very accomodating. however; i have never received an upgrade.

I don't see where the disagreement is, considering that you just said the exact same thing that I said in my earlier post. The OP made mention of a so-called Gold override that does not exist.

Mike

And I will add (fuel to the embers :) ) that in that very same thread when nako was able to prove by an example the know-it-alls slunked away with not so much as a whimper or even more appropriately an apology.:rolleyes:

mike

I'd recommend going for Diamond ... the Diamond Desk has yet to insult my intelligence or lackthereof.

It seems the additional Gold Redemption availability (proper terminology - not override) is far some rock solid technology-wise on the website. It will show available only for Gold and up (and labeled as Gold Redemption on the website if Gold) but then fail to show rooms and require an annoying call to HHonors where you you hope the agent understands the HHonors program as much as you do ;-)

In my experience, this is a pretty common bug on the website. I have had this "award available" on the first screen and then find out there were actually no rooms available when you click on "see rooms" which then necessitate a call to customer service. overall I think the website is full of bugs. Unsure why when they are wanting people to use it for everything.

I am a diamond member and thought one of the benefits was that rooms were NEVER blocked. However, I recently have come across a couple of "not available" notices when trying to book online. Has anyone else encountered this?

I am a diamond member and thought one of the benefits was that rooms were NEVER blocked. However, I recently have come across a couple of "not available" notices when trying to book online. Has anyone else encountered this?

Are you logged in? I only see that when im not logged in, when logged in it asks you to call the Diamond Desk.

I am a diamond member and thought one of the benefits was that rooms were NEVER blocked.

You thought incorrectly.

Mike