Hello all. First of all, thanks to CameraGuy for pulling the relevant section off of our web site. Let me reiterate what I've said in other posts -- all HHonors hotels are supposed to honor the benefits as highlighted in that section for both Gold and Diamond VIPs.

We work closely with each of the brand teams to ensure that recurrent training is in place on all aspects of the HHonors program -- including the enhanced on-property benefits available to Gold and Diamond VIPs.

Having said that, I recognize that there are instances in which the benefits are not being delivered as promised. While we monitor that through our own internal property evaluations, your feedback is the best resource we have in addressing these issues as they arise.

I completely agree with you that you shouldn't have to fight to get the benefits to which you're entitled. Should you encounter a situation in which you are denied the benefits as stated, please e-mail me the relevant details, and we'll take it up directly with the hotel in question.

I do honestly believe, however, that the vast majority of hotels recognize the value of your business, and are making a sincere effort to properly deliver program benefits. And when issues arise, we're committed to addressing them immediately, and to continuously improving our service delivery.

Please accept my apologies for the inconvenience and frustration some of you have described. And thank you in advance for your continuing feedback.

Best regards,

Adam Burke
Vice President, Marketing - North America
Hilton HHonors Worldwide
[email protected]