Calling the Diamond Desk is useless as they just transfer calls to Guest Assistance, which can be very hit or miss.

I agree that if you're still at the hotel you should try and have the hotel resolve the issue directly.

My last negative experience with Hilton was at the Palmer House where the maid seemed to have cleaned my room in the dark. After two passes there was still trash and a dirty washcloth from the previous guest in the room and the hotel stonewalled me in trying to get it recleaned. ()

I called the Diamond Desk in an attempt to switch hotels, who then sent me to Guest Assistance. Guest Assistance tried to call the hotel directly and they got caught in the same loop of insanity that I did. They offered a Be Our Guest certificate after the fact, which I agreed to and then they forgot to mail. (I eventually got it about three months later.)

So - in summation - customer service is conspicuously absent at all levels from Hilton. I started a thread on it a while back and nothing has changed. It's a top down thing. The whole culture of Hilton seems to be "guest last" whether you're a Diamond or a General Member.