Originally Posted by
serpens
Sorry, I don't follow. Are you saying Twitter is email?
Twitter offers "direct message" functionality where the user can send a message directly to the customer service and PR representatives that monitor the social media system.
Twitter, in my experience, is the only method by which a case can be opened and followed up. I've tried email with little-to-no success. Twitter responses seem to be US-based, proactive, and responsive. Conversely, emails take anywhere from 24-48 hours for any type of response, and that response typically offers copy/paste platitudes and apologies.
Based on the feedback from others in the fraud-specific threads in this forum, it is widely known that the fraud department only communicates via email.
My recommendation would be to DM Hilton via Twitter, opening a case with a documented case number that can be used to trace the issue through the Hilton ecosystem.