Originally Posted by
sannmann
Well, guests should submit feedback to Hilton on this issue, too. Hotels have to pay Hilton a set fee for every Diamond file opened; so, it’s in their interests to fix these issues soonest.
You are incorrect. Hotels must pay a fee to Hilton only for complaints that Hilton's Guest Assistance team (or Diamond Desk, etc) resolve. (Hotels even get a small number of 'freebies' but that isn't significant.) If somebody at Hilton decides to handle a case, they have the option of charging any compensation to the hotel or having Hilton pay it.
If the person taking the complaint sends it to the hotel for action (as they often do), there is no fee to the hotel. If the guest 'appeals' the hotel's decision, there is no charge to the hotel and Hilton pays any compensation out of its own pocket.