Why are so many Hilton hotels so reluctant to provide e-mail addresses?
I had a problem with a pre-paid non-refundable reservation at a foreign Hilton property and wanted to e-mail them, but there was no e-mail address on their website. Calling Hilton reservations yielded the wisdom that I should call the hotel - notwithstanding the fact that I would be asleep during their working hours (and vice versa).
When I asked Hilton Customer Service, by e-mail, this is the response I got:
Dear ksen2020,
Thank you for your inquiry regarding hotel email. We appreciate you taking the time to contact us.
I would love to be of assistance; however; we do not have a public email address for the Hilton London Heathrow Airport. My office uses an internal means of communication to send messages to each of our properties. For direct hotel assistance, please contact the property via telephone at +44-208-759-7755 or by fax at 44/208/759-7579.
If you prefer, you may respond to this message with your inquiry and we will relay the query to the hotel on your behalf.
If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please dial 1-800-774-1500 and choose one of the following options when prompted by our automated system to ensure you are provided direct assistance:
* Select option "1" for help with reservations, cancellations, hotel information and for transfers to Guest Assistance.
* Select option "2" for help with technical issues or questions about one of our Brand websites.
...
Best Regards,
Ralf D.
Email Coordinator
Customer Care Email Department
Hilton Reservations and Customer Care
www.hiltonworldwide.com
Why this refusal to provide an e-mail address? Is this their idea of being customer friendly?
Time to abandon this chain and seek other pastures...