donnak

^ I stayed about 6 weeks ago at Embassy BWI. Stay was extremely disappointing. We always get those follow-up diamond e-mails which I responded to & got the usual "thanks for your feedback" response. However, today, I received the following e-mail and thought I'd pass it on. It has renewed my faith in Hilton.



I am very sorry you had a problem at the Embassy Suites -Baltimore, MD. Your comments were forward to the hotel's management team for a reply to you and our department. I was reviewing my files and I didn't receive a reply from the hotel. I would like to offer you a free night certificate to come back and stay with us for your inconvenience. Your address is on file and I will send the certificate within the next 2-3 weeks. It's good for one free night at any Embassy Suites hotel. We appreciate you as a Diamond member; please let me know if there is anything else I can do?

Thank you



Alice Maxwell

Senior Specialist

Hilton Guest Assistance


Alice Maxwell
Senior Specialist
Hilton Guest Assistance

infinityplusone

Wow, that is great to hear, not only that you got a free night but that someone followed up with you when they did not hear back from the hotel.

^

dmbfan222

Wow, that's great. I've never experienced that myself. Glad to see they are doing things like this ^

donnak

It's a first for me as well. Her e-mail actually made me happy. Thank you Hilton!

troyintn

It is good to see they are staring to listen to people again.

Uniter

I'm staying there right now ... you're right... this place sucks.

donnak

All I can say is: I hope it's not raining in Baltimore today. The ceiling at the Embassy has major leaks. I would never stay there again. No amenities, no towels, terrible service and on my last morning, no folio under the door. Forced to stand in a very, very long line to check out. No apologies. Long story but I'm sorry you're there.

Abidjan

Unbelievable! Uniter, I gotta say --- I love your attitude! ^

chuckengelhardt

Call 1-800-Hiltons, ask for Guest Assistance and someone will help you too!

maltman1

Had a real bad time at the Cleveland Hilton Rockside rd. Sent a email over to the manger and got basicly a "tough Luck" responce from him.

Sent that over to Hilton and got s similar thanks, we're sorry here is a free night.

It was nice that someone card.

BXIAN

I had problems at the Worcester, MA Hampton Inn and got extra Hilton Honors Points (without asking for them) when the Diamond desk saw that my complaints were not resolved in a satisfactory manner.

airbus320

As a Diamond, I can't complain. HH has treated me quite well.

liveon777

Just returned from a stay at the Hilton Amsterdam, and they do, sort of, take care of Diamonds.
Got a small room on the 8th floor with lounge access(10th floor). Lounge is amazing! Great view, nice food/drink, fantastic view. One morning when the lounge was full they gave me a voucher for breakfast in the hotel restaurant, which was realllllly good.
Small bottle of grand Marnier and a letter from the mgr when I checked in. Terrible problems with keys, had to get 5 new keys in the span of 5 days.
Staff was very friendly, nice turndown service with bottled water each night.
They did recognize Diamond status when I checked in. All in all, a nice stay.

Volvic

Sort of...
If you are not a frequent guest your small diamond card can impress a bit. After a few* stays at the same property you are considered as your presence is 'due' and in my experience no one really cares any more about you and if something is clearly wrong, well it's your problem and you have to live with it. You can interact with the 'magic' dept, with the duty manager, with HH Diamond and the result it's the same: a lot apologies, promises and nothing else.

I can not be more specific otherwise it should be like posting my name and HH number. I simply voted in the old DDR style... with my feet and moved my very modest budget to an other place. But before doing that I made sure to explain at that property my opinion about them, (and not to a trainee who manages the check out).

* (2 digits number)


And the final result is that I was targeted for an ongoing promotion. I think the focus is to find new Customers, not to retain the old ones... or as I already mentioned, perhaps my overall budget made me not worth.

The funny thing is that I like HH but I do not like so much the properties where I'm supposed to use them.

Chapel Hill Guy

My experience is exactly the opposite. I stay at a certain HHonors property quite a bit and as a result I'm treated royally. Absolutely everything is taken care of and the service is superb.

As to your second point, HHonors more or less owns me; year-to-date I have 77 nights and only 3 at *W. Yet I received both of the recent 3X points promos, as well as the 5/10/15 nights certs (all good for cat 6 properties). I'm a loyal customer and HHonors seems to work to keep me one.