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Old Feb 16, 2023 | 9:12 am
  #794  
Emick
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Join Date: Jun 2021
Posts: 120
Originally Posted by Emick
Ok, I just wrote to the PMG team directly to ask whether it's true that claiming over the phone is no longer possible (since the Diamond Desk still hasn't responded to that question I asked back on Monday).And if that's the case, why + they please should update the PMG T&C immediately (which they so annoyingly & constantly refer to without knowing them themselves, e.g. there is still a hint to take screenshots - why, I don't know since sending them screenshots actually means an immediate end of the discussion and a final rejection of the claim).
Just got from PMG:

"
My name is XXX and it will be my pleasure to assist you with your inquiry related to the Price Match Guarantee process via the phone. I appreciate you being a Hilton Honors member.

Hilton is indeed in the process of migrating over to a new more efficient system in our reservation centers, unfortunately processing Price Match Guarantees is not included in the initial iteration of this system. My supervisor has reached out to the office that answers the German hotline and was able to confirm that some of their agents have begun this migration, hence the reason for the varying responses and abilities from the agents you have reached.

This is by no means a permanent situation and you still have the possibility of reaching an agent that can assist you therefore our T&C’s will not be updated. The Director of Operations in that office has been alerted to the situation and is looking for a possible workaround to make the process as seamless as possible. You absolutely still have the option to utilize the online form should you be unable to reach a voice agent that can assist.

In closing, please allow me to thank you in advance for your patience with the process.

We realize that every guest has a choice when traveling and we thank you for making the Hilton family of hotels your choice. We look forward to the opportunity to serve your future travel needs.

Best regards,

XXX
Corporate Guest Relations Specialist
"
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