You guys in the US would think you have been born again if you would know what customer service can be like outside the USA. The number of times I have had US agents (not specifically Hilton) on the line who just pass you on to another, refuse to help, don't understand, offer standard replies, or simply just can't get through the phone menu to a real person are countless. Fortunately in the rest of the world we have not quite gone that far yet (mostly!). No doubt we will, given time.