I recently had a terrible experience at a Hilton property as well. I ended up writing a letter to the CEO (I called HHonors to get an address - that is who they told me to address it to) and also the GM and Front Desk Mgr at the property. I have received no response from corporate yet; the GM from the hotel did call me and apologize. He asked what I wanted him to do. I said "Nothing, just take care of the problem so others don't have to deal with her." He did say that if I ever returned to his hotel I would be taken care of. I have no reason to go back...