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Brilliant email customer service for Diamond members

Brilliant email customer service for Diamond members

Old Sep 30, 18, 9:37 am
  #1  
Original Poster
 
Join Date: Jan 2010
Location: London, UK
Posts: 179
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.
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boonkoh is offline  
Old Sep 30, 18, 10:04 am
  #2  
 
Join Date: Aug 2004
Location: UK
Programs: LH Sen; HH lifetime diamond; flying blue silver
Posts: 221
My 1 hour took 24 hours, but t didn't matter as it was only a missing stay request
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Truffles is offline  
Old Sep 30, 18, 12:09 pm
  #3  
 
Join Date: Jul 2017
Location: Ohio
Programs: Hilton Diamond, Marriott Platinum, Hyatt Discoverist, Dirt Elsewhere
Posts: 84
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.
Hotel Points Guy is offline  
Old Sep 30, 18, 12:22 pm
  #4  
 
Join Date: Jul 2017
Location: Ohio
Programs: Hilton Diamond, Marriott Platinum, Hyatt Discoverist, Dirt Elsewhere
Posts: 84
Originally Posted by boonkoh View Post
Iím somewhat new to Hilton Honors....As a Diamond member...
Welcome to the Diamond Club 😀. Have you gotten the email yet detailing the Diamond secret handshake to be used to identify other Diamond members in the executive lounge? 😉. You can usually find me in the corner with a Diet Coke and several mini plates of the appetizer du jour!
Hotel Points Guy is offline  
Old Sep 30, 18, 12:42 pm
  #5  
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Join Date: Apr 2013
Location: SFO
Programs: AA EXP; AS 75K; UA 1K 1MM; Marriott Ambassador; Hilton Diamond (Aspire); Hyatt Explorist
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I've been impressed as well. Particularly compared to Marriott, where they're still in total meltdown mode.
Kacee is offline  
Old Sep 30, 18, 12:52 pm
  #6  
 
Join Date: May 2005
Posts: 3,755
Originally Posted by Hotel Points Guy View Post
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.
Agree. I frequently book two rooms, and this problem has largely disappeared over the past year or so.
smmrfld is offline  
Old Sep 30, 18, 1:52 pm
  #7  
 
Join Date: Jul 2013
Location: Gulf Coast
Programs: HH Diamond; National EE
Posts: 1,466
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
aww3583 is offline  
Old Sep 30, 18, 5:52 pm
  #8  
 
Join Date: Apr 2009
Location: SEA
Programs: AA EXP; HH Diamond
Posts: 2,310
I'm on my 6th email trying to get a stay credit.
tkelvin69 is offline  
Old Sep 30, 18, 10:37 pm
  #9  
:D!
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Join Date: Sep 2012
Location: Sheen, London
Programs: BA Spire, Hilton *G, A3 Diamond, IHG Silver
Posts: 4,705
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
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Old Oct 1, 18, 4:44 am
  #10  
cjd
 
Join Date: Jun 2002
Location: Newcastle, UK
Posts: 2,294
Originally Posted by tkelvin69 View Post
I'm on my 6th email trying to get a stay credit.
That's nothing. Took me 21 emails to get some missing points added earlier this year! Every reply came from a different customer services agent and they kept asking for the same information. Eventually got an agent who understood the problem and corrected the points. So frustrating.
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