One of the things which always surprise me is how poorly some companies handle customer service. I received an email from Hilton.com containing an invoice for a hotel stay in the Middle East. I am currently in North America (and have never been to this country). The invoice contained my name, address, HHonors number etc. It is not clear what the source of this information was - but one possibility is that this is part of a larger data breach at Hilton. Recognizing the potential implications to both myself and Hilton of potential fraud I called Hilton to report the problem. I spent over an hour on the phone working through the issue and was told they will investigate. I then suggested it might be a nice good will gesture to give me some HHonors point in thanks for the hour spent notifying them of the problem which could have larger implications to other members. The CSR agreed but they needed to transfer the call to a different department to award the good will miles. The lady I then spoke to (who claimed to be a supervisor) and the lady I spoke after her both stated they would provide no good will gesture since they are not required to do so and that there is no proof that the problem was caused by Hilton (they blame it on Booking.com).

The value of potential "free" miles aren't the issue. The fact that one of their members (a former Diamond member) spends over an hour reporting potential fraud which could have financial implications to Hilton or be an indicator of a larger data breach, and they are still unwilling to do the basic and obvious customer service step of saying "thank you" and "we appreciate you letting us know" and refusing a simple good will gesture amazes me.

This is good example of Hilton being their own worst enemy. If you treat your members like they don't matter then it's simple enough to give business to other hotel chains.