Originally Posted by
aww3583
Diamond Desk was unable to help. Calls to the hotel remain unanswered. The Twitter team did what they could and Disney customer care seems able to see what they need to see to process the reservation.
When you use the web form, it gets automatically entered into Hilton's proprietary message system. It doesn't matter if someone is answering the phone. Using this method ensure that the question/complaint/compliment gets transmitted to the hotel. It also creates an internal "paper trail" with dates and times to Hilton Customer Service and Hilton Corporate can view.
It's a method that takes longer than a phone call, but it does ensure that the message gets delivered to the hotel.
Although, it sounds like the issue has been resolved.