I have the sneaking feeling that Hilton's email support is staffed by people in India. I get varying response times when I've emailed.

If you have a complaint regarding a stay, I would suggest that you bring it to the attention of the manager at the individual hotel. If that doesn't work, call HHonors and ask to be transferred to guest assistance. After you file your complaint you will be given a case number. The individual hotel has three days to contact you to resolve the issue. My experience is that they won't call you. On the fourth day call back and tell them that you didn't hear from the hotel, they didn't fix the problem, or whatever. The hotel then has three more days. I would recommend calling every four days until the problem is resolved.

The only way that Hilton corporate knows that there is a problem is if you file a complaint with guest assistance. They then assume that the hotel made it right unless you contact them and say otherwise.

I very, very rarely email as I find the email customer service very, very poor.