MA: I had the same problem here in the UK a few months ago (just after Hilton purchased Stakis), in the end they offered me a priority number (for Corporate accounts) which is much better - but I had to fight for it.

I think it is about time Hilton showed how it values its frequent customers by introducing (and advising us) of some priority numbers.

One of the ways I think you can tell if a company really values its customers is to see how long it takes for them to answer a Sales call (in this case reservations) and how long it takes them to answer a Customer Service call.

Mind you Hilton do some crazy things... my personal favorite is this: The natural thing for me to do when I am on the road, my plans change and I want to book a room is to pull my Frequent Guest card out of my wallett, look at the back and 'phone the appropriate Reservations number (I am sure this is a pretty normal thing for most frequent travellers).

For Marriott the number is there on the back of the card. For Starwood the number is there on the back of the card. For Hilton it says "Reservations: outside the U.S. and Canada.... call the Hilton reservations Worldwide Office nearest you".

Well gee thanks Hilton - I of course make it a policy to remember all of your reservations numbers! Guess who gets the business when I am on the road.

Ok, I accept that the Customer Service number (UK) is on the back of the card, but will they connect you to reservations? Like hell they will.


Note to Adam: I count 3 areas for improvement (and increased revenues) there!

Nick