Terrible service today. I found a much lower price on Trivago for a stay (more than 1/2 off) and called the Diamond Desk to inquire about the best price guarantee. To start off, I had to wait 3 minutes before I was connected to the first representative.

She started to tell me I had to call the hotel directly and ask to talk to the GM (in Denmark, no less). I was reading her the text from the web site that said I could make my reservation through calling Hilton, and she suddenly said I should talk to her manager to sort this out. I was a little surprised, but said OK.

The manager listened and then said she couldn't help me, and I needed to be transferred to Customer Assitance??

And then the extremely helpful and friendly Customer Assistance representative quickly explained how the process for the best price guarantee worked and booked my room for me.. that simple. You would think that the Diamond Desk personnel would be educated on something so basic, as their price guarantee program!