Brilliant email customer service for Diamond members
I had some missing points from a recent stay and dreading emailing customer service to fix.
I'm somewhat new to Hilton Honors. Been a Platinum at IHG for a long time, and there the email customer service is horrendous, taking days to reply and 9 out of 10 not dealing with the problem correctly. As a Diamond member, I was pleasantly surprised to see that Hilton are committed to responding within 1 hour of an email. Even on a Sunday! True enough, got a response back within the hour who dealt with my missing points problem flawlessly. This is truly one of the fastest email customer service I've ever seen. Hat tip to Hilton. |
My 1 hour took 24 hours, but t didn't matter as it was only a missing stay request
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I have to say that I too have been thoroughly satisfied by Hilton’s prompt, generally accurate resolution of issues I’ve addressed by email. I’ve been a Diamond member for almost 6 years now, and once or twice a year I have to email about a stay that didn’t post, or points for a second room that didn’t post. Just as you describe, I receive a confirmation email acknowledging my email, followed by a resolution within a few hours, rarely more than 24. From experience, one thing I can say that will expedite a missing stay request is to scan a copy of your folio for the stay in question and attach it to your initial email communication with the Diamond Desk. This almost always results in a successful resolution on the first email. Interestingly, I haven't had to ask for points on a second room in over a year. It seems that the software Hilton is running has improved and is automatically posting points for a second room now without much additional intervention by the Diamond Desk. |
Originally Posted by boonkoh
(Post 30263326)
I’m somewhat new to Hilton Honors....As a Diamond member...
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I've been impressed as well. Particularly compared to Marriott, where they're still in total meltdown mode.
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Originally Posted by Hotel Points Guy
(Post 30263821)
Interestingly, I haven't had to ask for points on a second room in over a year. It seems that the software Hilton is running has improved and is automatically posting points for a second room now without much additional intervention by the Diamond Desk.
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I must have missed the secret handshake this year. I emailed Diamond customer care last week about missing bonus points. The auto-generated response came in 30 seconds and said: Please be informed that I have created a case file on your concern, our guest assistance team will look into it and get back to you with a fair resolution within 8-10 business days |
I'm on my 6th email trying to get a stay credit.
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Had poor responses that indicated they did not actually read my email several times from Hilton, although they did arrive in under 1 hour.
IHG email has been good to me |
Originally Posted by tkelvin69
(Post 30264644)
I'm on my 6th email trying to get a stay credit.
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