Hilton HHonors - Two Months Considered "Reasonable" Amount Of Time To Send A Fax?

I wrote a e-mail to the DD because Guest Assistance (GA) can't manage to get their act together regarding a refund issue (mind you this has happened 5 times in one year). I asked for a manager of the DD to call me back regarding the way I have been treated and to possibly help coordinate with GA. This all started in December when Hilton's reservation system messed up and billed me for a property I was NEVER at. I was assured in writing that my credit would appear quickly. My money never came back.

I have been going back and forth with GA. I had personal insults directed at me by an agent at GA on Monday that were completely inexcusable. After being told three times that I would be getting a call back by GA then only "I apologize" when I ask them why they didn't resolve the issue. So I e-mailed the DD yesterday. I was told that they couldn't force or even coordinate with GA to as why they feel they can repeatedly harass and heckle with me (I have e-mails to prove this).

The DD reply was just a form letter basically showing they didn't read my e-mail at al because she did exactly OPPOSITE of what I asked for in my FIRST sentence! Are there any other options than the supervisors at GA(No help there only unfulfilled promises) and clearly the DD doesn't read e-mails correctly(all I got was a form letter)? Any help or suggestions are much appreciated!

Just contest the charge with your CC and attach your evidence... that'll get their attention.

I did that once last year with one of the numerous over bills and Hilton actually fought me on it! I had all my evidence laid out and they had enough nerve to fight it and that took 3 months to finally resolve. Of course, I won! But if I don't get any results soon I will do that.

Is there any suggestions on getting compensation for this whole fiasco?

IMHO OP should not waste his/her time but rather just to dispute the charge with the CC. I always try to get it corrected first via letter/fax but if nothing is done then go through the dispute process.

A manager of the DD coordinated and took care of everything. She was GREAT! GA sent me to a voicemail of the manager who's voicemail doesn't take messages(no joke, it said it was full) today. So I am glad it is all going to work out. All thanks to the EXCELLENT DD supervisor!

I wrote a e-mail to the DD because Guest Assistance (GA) can't manage to get their act together regarding a refund issue (mind you this has happened 5 times in one year). I asked for a manager of the DD to call me back regarding the way I have been treated and to possibly help coordinate with GA. This all started in December when Hilton's reservation system messed up and billed me for a property I was NEVER at. I was assured in writing that my credit would appear quickly. My money never came back.

I have been going back and forth with GA. I had personal insults directed at me by an agent at GA on Monday that were completely inexcusable. After being told three times that I would be getting a call back by GA then only "I apologize" when I ask them why they didn't resolve the issue. So I e-mailed the DD yesterday. I was told that they couldn't force or even coordinate with GA to as why they feel they can repeatedly harass and heckle with me (I have e-mails to prove this).

The DD reply was just a form letter basically showing they didn't read my e-mail at al because she did exactly OPPOSITE of what I asked for in my FIRST sentence! Are there any other options than the supervisors at GA(No help there only unfulfilled promises) and clearly the DD doesn't read e-mails correctly(all I got was a form letter)? Any help or suggestions are much appreciated!


Could it maybe help if you involve the BBB? I made pretty good experience with them in some cases.

I don't think I would go that far. I do however find it real funny when travel plans change and I cancel a reservation and the SAME person from the DD who made the reservation to begin with tries to cancel it and it will not let them. That was the best one! The people who work the overnight shift at the DD are the best!

Letter To Guest Assistance Manager (Name Omitted).
My name is (Name Omitted)HH number: Omitted. We have been enrolled in HH since 2000, and currently maintain diamond status. A Mrs. (Name Omitted) has advised me that you are the person to speak with regarding some problems we have experienced with the guest assistance department. My experiences have caused serious inconvenience, and have been very upsetting.
I will start with our previous experiences that have lead me to write this email. In the past year, we have been over billed for five stays; some of these have been for properties that we never checked into. When this has happened, I call the properties directly and the properties information does not match up with mine. Then at this point, I proceed to contact GA. I told been told many times by GA that refunds would be processed, but after months of waiting those refunds never have came through. I have been backed into corners by harassing GA agents, to take BMG Certificates instead of a refund. On top of this at times up to ten files have been opened for the same issues, therefore causing more lengthy delays and flagging my account, giving me all kinds of red tape when trying to just call and have a simple function done. To top it all off, due to rare circumstances an entire vacation was pretty much ruined by Hilton, thus ruining a very important event in a immediate family members life. When this fiasco happened, it took GA three months to assist; to this day I have no heard an apology for that. This event was so bad a family member with us at this property walked out with us in the middle of a stay in tears, all still at my expense, this was last year.
Now after all this over a year period, my most recent experience has really been the icing on the cake to my negative experiences with GA. I had booked a stay at the (Property Omitted) on December 31st, I proceeded to call and cancel the room 10 days in advance. I was told the reservation was not cancelable, just like several times before in the past year with other reservations. After several attempts to cancel this reservation, it did get cancelled, but I was stilled charged for the room, a total amount of 158.11 USD. I had emails clearly stating that this room was a fully cancelable reservation, it was not “net direct rate”. I do not book these types of rates to protect myself against situations just like the one I currently am in. Upon receiving no help from the property, I contacted GA, and got into contact Mrs. (Name Omitted), who was very pleasant and did her best to help my situation, she is the same person that advised me to contact you. I was contacted by the property and was told my money was going to be returned, and that it was on it’s way. I called back to GA last Saturday, and spoke to (Agent Name Omitted) who advised me she would call me back after looking into the issues, as she said she did not want to put me on a lengthy hold. She did not return the call, I called again on Sunday and just so happened to get (Agent Name Omitted) again, she lied to me numerous times, and changed her story multiple times. She had no resolution, or excuse to why she did not contact me back, after I confirmed my number with her, which is also linked to our HH account.
On Monday, I called the Diamond Desk (Agent Name Omitted), called GA. A (Agent Name Omitted) with GA told me that she would also call me back, I confirmed my number three times. She followed suit with (Agent Name Omitted) and did not return my phone call even with the DD proceeding to have a conference call with the three of us. Also Ms. (Agent Name Omitted) and I spoke, I was not only called a liar, I also experienced a clear attitude issue when I had not raised my voice or been irate at any point until I was insulted by being call a liar. At this point, I called GA again, and was told by them that a fax, just happened not to go through, and now that the money would be on it’s way. (Agent Name Omitted) at GA assured me that the money is now coming back but with my past history with the integrity of GA I have no confidence that my money will ever be returned.
After all this considering we are diamond members, Hilton has lost a major amount of loyalty when we book hotels, all thanks to the negatives caused by GA, you can clearly see our stays have drastically decreased. I feel we rightfully deserve decent compensation for the money, time, effort, and stress this all caused our family. I have been forced into taken BMG certificates in lieu of a refund in the past, because GA has a hard time cutting checks refunding peoples cold hard cash (totaling into the thousands USD over the past year). So, please review my account, so we might come to an agreement on what would be appropriate compensation for these rare circumstances, because something must be done. Lastly, I would like to mention a positive attribute to the GA department, (Agent Name Omitted), is the only person who has ever really helped my situation, been genuine, and treated us how I feel we should be treated. I think she truly is an asset to your department, and hope I can speak with her in the future.
Please contact me to discuss the matters at hand.
I appreciate your time and effort looking into this situation.

I am either going to look really dumb or this is actually a good question. I e-mailed the "supervisor" at GA (whom I personally doesn't even exist). She never even sent back a reply :td: Then I have tried to reach her by phone twice over the past week (sent the e-mail 7 days ago) only to be told she is "unavailable and to call back" and the other time she was at lunch at 3pm Memphis time:mad: So my question is, was my e-mail to strongly worded that she doesn't feel like calling me back? And or is it Hilton's policy to not contact back customers if they don't agree with their requests?

If they didn't agree with me then wouldn't they just call and tell me rather than just flat out ignoring me? I wouldn't be mad, I just would like an apology.

Have you ever tried to copy flyertalk@hilton.com on any of your emails? I had some problems solved in 1 DAY this way after trying to work with CS for more than a month before that.