Originally Posted by
retiredfromhilton
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.
Hilton Guest Assistance can see on the folio that that hotel had failed to apply the food and beverage credit and will either ask the hotel to adjust the folio or offer the guest another service recovery gesture.
There’s a very helpful Honors Representative here on Flyertalk that you can also send a message to, should you need assistance.