These must be the same guests who found discounts on muti-night award stays "too complex" so they discounts were "simplified" away.

... that some guests figured out and were using to their advantage!

Yup, Rut Dog, that maybe the key to the whole thing. Some of us figured out how to put the comments that would make it easy for them to do their job - you'd think that would merely make us more valued as good customers, easy to work with .

"Comments on file" appeared for a new booking I just made despite me not entering any comments - indeed I couldnt as it wouldnt let me do anything in that box.

So I have no way of seeing what the mysterious comments on file are Has it picked up some comments I made from a previous booking (which is likely to be about check-in time or some such and thus wrong for this booking)? Has it put in some code for demanding guest or some such?

This is aggravating.

I asked the Diamond Line to email me copies of my upcoming reservations; when they did, the "comments" section was revealed. So in the past if you added comments and want to see if they're still there, or are curious about any comments added, have them email you a copy. (Which appears to be different from the typical email versions you can request yourself online.)

Curiously, one of my upcoming reservations says "HH\\DIAMOND UPGRADE,SUEIT IF AVAL."

Hopefully they plan to give me a suite and not sue me

Well, perhaps. But the whole point is, I think, that we should not have to do that. If there are comments on file re a reservation, we should be able to see those comments in the internet version of the reservation. We should not have to make a phone call and wait around for an e-mail to be sent (BTW, what about non-Diamonds who do not have access to the ever-helpful Diamond desk?). We should be able to make changes to those comments without having to make a phone call to reservations. Why are they making it so difficult for us? This is very, very aggravating .

Maybe they are saying things in the comments box about the customer and don't want us to know? In my case, for example, probably something like "this guy is a deadbeat, don't upgrade him EVER!"

As aggrevating as it is for me as well, this is no different than what the airlines do (e.g., phone agents who put remarks in our PNR).

Perhaps that's one of the newest enhancements of Diamond Status, since you ARE the highest spending customers of HH, why not get more out of you.

aloha

Sure, this is different. Airlines have never let us see/make/edit these comments. Hilton has allowed us to do this for a LONG time. Suddenly that's all changed.

And in my case the comments appeared instantly at time of booking without me entering anything (and no one at HH would have had a chance to enter anything either).

Were you by any chance making a new reservation by clicking on new reservation from an existing reservation? I have had this happen and what it does is populates the Comments section with the same comment as was in the previous comments section. It is much easier just to start from a new reservation - then log into your account once you have found a rate that you like and then type your comments.

I've never had a problem booking reservations and including comments this way and I typically book at least 5-10 nights a month on-line.

Bottom, line, Hilton.com sucks since their last "improvement" (the blue rivets background). The comments thing is just one of many failures of the site. Needs a massive overhaul. Most of the failures seem to be technical in nature. Apparently the host company doesn't know what it is doing. Hilton lurkers take note.

I was logged in and had checked a previous booking but then went to make a fresh one (different city, different dates). Okay I had better call someone if that is the case because comment re check-in wont apply. Thanks for the explanation although I think this is sloppy code in the website to do this.

I called and told Relations that, as a minimum, I want to be able to see the comments, even if I can't edit them. Gave her my number (and my wife's), described our stay history (and a problem with a former stay's comments) and she saw our upcoming stays as well.

Told her that we felt the viewing of comments to be an inherent part of the Hilton booking system and that we look forward to a quick correction of the situation. (I've had an error in my comments put in by a CSR that later were corrected based on me seeing the error. I'd have never realized the problem otherwise and don't feel like calling up all the time to see if the comments mysteriously change.)

If you care about it, do the same, otherwise, look forward to eatin' it.