Originally Posted by
GUWonder
Hilton isn't Netflix or Bank of America, and there is no great customer-friendly lesson that Hilton Worldwide/HHonors management are going to learn anytime soon from this situation. Over the course of the past ten years, this management team and its new owners have come to reaffirm their m.o. that gutting the value proposition of the program points for customers hasn't created any great financial difficulty for them or their affiliated properties that would arise from chasing off customers.
[Netflix and Bank of America didn't learn any painful lessons from customers voting with their wallets; they learned painful lessons initiated by customers publicly embarrassing them for their customer-unfriendly ways. Losing money was the result of those companies being publicly embarrassed online and oflline.]
With BofA and Netflix, the management teams saw an immediate drop in customer base. People immediately canceled their Netflix and BofA accounts. Wall street saw the drop in customer numbers and their stock reacted accordingly. Hilton will not see a drop in HHonors accounts. People will continue to keep their accounts but just stay fewer times. Unfortunately it will take months for Hilton to see any difference in stay patterns.
Bottom line, I don't see Hilton management reacting to the situation anytime soon.