Unfortunately (don't get me wrong: I am (a) a great Hilton fan, and (b) a great US fan) Hilton is a US company and this seems to be the way US companies do things these days. The same people who invented "menus" when you call a phone number and "automated responses" when you send an email.

US companies must be credited with a great deal of innovation over the past years - kudos! - but, I am afraid, also with a great deal of BS. Let's hope these complaints finally result in change.