Originally Posted by
ConradMaldives
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As other posters here have pointed out, had he complained directly to us we would have been able to address and rectify the situation much quicker. At the time of his check out we weren't aware that he was not entirely happy with his stay. His initial complaint was handled by the Guest Assistance Centre in the USA and we were not advised by them that there was an issue until after a number of correspondence and telephone calls had taken place, which we can understand were not satisfactory
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Carsten Schieck
Regional General Manager, Maldives and Sri Lanka
Hilton is a big company.
Whether a unhappy customer takes his issue up with the local operator or the parent firm, it's his prerogative.
Big companies should be able to work out their problems ahead of time - the customer should never find a problem - almost never.
Hilton - over the past several years - has continued to degrade the customer experience, especially for the most loyal customers. It does so at its own expense - in the long run.
My impression - as a 10 year Diamond who has all but completely avoided your brand, this year.