Originally Posted by
timfountain
Interesting. It seems like there is still a desk but from this admittedly small sample size, it appears as if the default SOP is being routed into the standard HH call center with the option of being elevated to the DD if you have a request they can't fulfill with the regular agents.
That has been my experience for at least a couple of years. Maybe Hilton has granted so many gratis Diamonds that there are equal numbers of non-diamonds as diamonds, so there is a need to screen calls.