Originally Posted by
UserMark
William, thank you for trying to help, but unfortunately your idea didn't work. I sent that email explaining the problem, but in their reply they told me to call 1-800-297-7327, which is a number for Amex (but not the number on the back of the card). The first thing the automated system at Amex asked for was for me to enter the card number, but when I did, it said "Thank you for calling American Express, goodbye" and hung up. Any idea how to get someone at Hilton interested in the problem?
I am very sorry to hear that didn't work out and the phone number they gave you did not help. Unless I am misunderstanding the issue, you've been able to use these successfully up until recently until staying at these two hotels. They tried to run the cards for you, but they got denied for some reason. You called the number on the back of the gift cards given for assistance and they told you the reason was a fraud concern. They suggested trying them at another hotel, but I'm not sure why unless it was to check that you wouldn't encounter the same issue elsewhere.
I think your best chance to find out what is really going on is to call the number given to you on the back of the gift card again and ask for a supervisor if they can't get it sorted out. I mean they set this up for these gift cards to be serviced this way, so they should be able to shed some light on the cause.
In the meantime, I will see if I can find anyone internally who might be able to approach them from a partner standpoint. That may take some time, however, and I am out of it at the moment, so we will have to touch base again next week.
Best regards,
William