So I will qualify my comment by saying that I've only been Hilton loyal for about 3-4 years now when I switched from Marriott. I have had nothing but good success through the Diamond desk. Unfortunately with Marriott when issues would be 'escalated' to Mr. Marriott's office, I often found them to sound very empathetic on the phone only to reject what I called to complain about and vigorously support the party line. With Hilton, generally when I write or call, I get resolution quickly. Does it sometimes take 2 emails? Yes. But, they get it right and I've never had an experience where I felt like they weren't taking the time to understand what the issue was or rejected it without a second glance.