Originally Posted by
bwiadca
The point I'm trying to make is that they don't answer via their webpage forms. Pretty much every post on this subforum asking for a help, people direct the people to twitter. Is that normal? I wouldn't call twitter communication tool.
Yes, it's normal. It's the only method with a proven track record of satisfactory response.
It's arguably one of the world's largest communication tools.
In my experience as a multi-year Lifetime Diamond member... in the unlikely event I need to reach out regarding a problem I believe needs addressing...
- Phone: This is for urgent matters or reservations only. The phone agents can do nothing more than call the hotel directly and if a person with decision-making authority isn't available, you're SOL.
- Email: Hilton appears to change their guest correspondence email once or twice a year. Now it's PriorityComments@Hilton, or whatever. This goes into a queue for response by someone off-shore. In 90% of cases, the initial response from Hilton is misguided, misinformed, or just completely misses the point. Then you reply and it takes 72 hours to get another response.
- Webform: Another method of getting your comment into the email response queue.
- Twitter/X DM: Monitored by the social media team, likely at a corporate office somewhere. At least their response doesn't need to be sent off-shore into a black hole of email responses. Every interaction I've had with the X DM team has been timely, responsive, and thorough.
It's not the best system, but it's the best option for guests.