I agree with Grog. I will also call and voice my displeasure with the change.

I contacted them via the website a couple of weeks ago about this and have had e-mails going back and forth ever since. They told me that they are leaving it the way it is. They said that they would bring it up at some upcoming meeting, but I'm not holding my breath.

Bottom line: More people had better get vocal about this or nothing is going to change.

Couldn't agree more! ^

I have been trying off-and-on over the past couple of days to get a copy of my reservation for an upcoming stay -- or at least find out what is in the "Comments on File" for the reservation. I am not Diamond and so do not have the availability of the Diamond desk to help in this.

In three attempts, I've gotten three different responses. The first CSR couldn't see any comments and so couldn't tell me anything. The second was very cagey and kept asking me what I thought ought to be in the comments section and she would check. Me: "I just want to know what it says." She: "Well, what do you think it should say?" The third could only see "NS requested" - well, sure, it is a guaranteed NS reservation. But she also made the interesting (correct? who knows?) comment that the Comments on File is solely for comments that the individual hotel puts into the record. :sigh: She did add my request for a king bed and an upgrade. I am not sure how useful that is, since I had requested the first CSR I talked with to add a request for an upgrade, which request was not in the Comments on File a day later (or at least, not that a central reservations person could see).

I am definitely writing to Hilton to complain about this dismal turn of events!!

I've written and have now received a response. There were no promises contained in it, but it did say that my issues had merit and would definitely be given full consideration. To make that clear, it was not a hollow response--it was a serious note thanking me for expressing the issue and thus giving them a chance to reassess their action.

Polite requests praising what they do right and pointing out this minor issue--I think that's the way to go.

Grog , who specifically did you write to at Hilton? It sounds as though you went to the right place and I would like to make sure my comments get there, too. Thanks!

I wrote Hilton about this and I received a telephone call from the Diamond Desk in response. After some research, the person I spoke with told me that he was told the change was related to "security." Needless to say, I did not find this to be a satisfactory response in any way shape or form. I considered it a rather poor excuse for an excuse. I expect them to get back to me again soon.

FYI I said just about the same thing as Grog (and for the same reasons).


Keep on writing!

Spoke with a CSR who said it's the internet gurus who deal with stuff like this, and he (the CSR) is not in the loop. Wrote to HHonors on the web (using their email form) a couple of days ago. Awaiting a response, though I don't really expect much. Just hoping that maybe if enough people express their dissatisfaction over this, it might prompt HHonors to change their direction (or not)...

My guess, as someone who's done quite a bit of work in the web application field, is that when they "web enabled" their existing reservation system, they hadn't fully considered the ramifications of "exposing" the comments field to clients on the web, and discovered there may be some things in the field that they don't want the clients to see, or that there was confusion on the parts of the hotels or the reservation center around whose comments were whose (client vs. staff).

Just a guess!

Chris

Just found out that the button to push is Internet Support.

So, just call Reservations and ask to be transferred to Guest Assistance. Then, ask Guest Assistance to transfer you to the Internet Support Team.

A supervisor there is tallying up the list of complaints and will be taking them to Corporate in some form. Be ready to furnish your HHonors number and probably become a statistic in an upcoming staff meeting. If there is a strong enough voice, it might get worked.

I received an e-mail today from a supervisor in the Internet Support area. She apologized but said that they are not going to change it. I suggested that they look into setting up a separate comment field for customers to use, but that would, of course, require a change to the system. I had also suggested a while back that it would help if we could just read the comments even if we couldn't change them. Apparently that has been vetoed as well.

Maybe some of the rest of you will succeed in being more persuasive than I. I'll keep my fingers crossed for you.

A week after sending an email to HH on the subject, I have received two emails both saying someone will get back to me in due course. Oh well.

ADAM BURKE: Since you are now in charge of everything, can you please have someone revert this stupid change? Thanks .