chrism20

Part of the problem is and it's the same with most companies not just Hilton is that every time you call, click live chat or email you get someone different.

Once it gets into what I would call the horror story stage which is the fourth or fifth call within a short period of time the matter should be getting allocated to someone to deal with rather than it being passed round a contact centre where more often than not all they are doing is regurgitating the notes left by the previous colleague you spoke to and adding a bit more onto it which only adds to the fury as what they are adding on is usually even more wrong than it was to start with.

There is no ownership and no checks in place to ensure that what needs to be done to rectify the situation is actually done. The emphasis seems to be on moving on to the next case rather than resolving the current one properly.