Originally Posted by pmaddock

I've just learned for the second time that you shoudln't bother with the "Diamond Desk" ([email protected]) email anymore - its better to call.

Story: I've had an issue with the 4Q2010 promo points because a property put in a Monday morning timestamp in my folio instead of Sunday night when I e-checked in (very late train arrival). The property has been trying to get Hilton to correct it for weeks and asked me to try the Diamond desk so I email them. Overnight I get this reply asking me to fax in a bill showing the Sunday date - which doesn't make sense since the folio is screwed up. They didn't bother to check with the property, look at the double charge for Monday night, etc. - just a canned reply that was sent in the dark of night.

I called the Diamond desk and got the whole thing resolved in 5 minutes.

It would seem that they have farmed out even Diamond email responses to be batched overnight by a bunch of twits and/or a script machine. Fortunately the people answering the phone are of a higher caliber.