neuro0

Blackstone at work?
http://www.bizjournals.com/pacific/s...25/story3.html

BTW, I was told by a front desk manager that Blackstone also owns the Marriott Waikoloa beach.

bocastephen

If so, their new way of doing things won't be helping to improve this picture:

If they plan on persuing further 'revenue enhancing' changes in this fashion, I have no problem flipping Blackstone the bird and staying elsewhere. I know my money is appreciated - I want to stay where I am appreciated.

Football Fan

Surprised that you are asking this after 9 years on the site .

http://www.flyertalk.com/forum/[email protected]

It looks like he hasn't really replied much in recent years, though, unlike in the beginning when he still cared.

MIKESILV

Or the well known fact ( but somehow conveniently forgotten ) that Adam Burke has been promoted to more important job than reading BBs

mike

Weatherboy

Deiter was a tremendous GM: he'd greet me upon arrival, invite me out to drinks with his wife, always upgrade me, would leave me gifts for being a super-frequent return guest, etc.

Unfortunately, Hilton ousted him earlier this year and named Debi Bishop this August as his replacement. Debi joins the HWV from the Marriot Sawgrass resort by Jacksonville, FL. During my last stay at HWV, I asked staffers what they thought of her. Most said she's very very different and not as personable as the Deiter. Deiter had a great car collection (ever see him run down the Queens Highway in one of his Porsche's?) and allowed staffers to borrow his cars for a night... meanwhile Debi is very introverted and conservative.

Hilton obviously wanted to shake things up and change. I don't know how the numbers were under Deiter's reign... but with Hawaii tourism significantly down and Big Island numbers down more than the rest of the chain, it's a shame Hilton felt the need to tighten their belt when they should really be trying to do everything they can to woo guests over.

nsx

I was thinking snail mail to the VP of Marketing or some such person. Snail mail letters are often read by the executive you address them to.

answida

I had the plated breakfast in August. Small bowl of fruit, a pastry, juice, and coffee. I think that was it.

So... I just cancelled a stay that we had booked for thanksgiving week, and had them note the reason (lounge closed) why. I will follow up with an email to the GM, but expect to hear nothing in reply, as that seems standard now.

Answida

MeLike2Travel

Still looking for a response on this...

Bondiboy

Hilton is a very complex organization that is organized on both geographic and brand lines. I am not sure where you wish to target your complaint.

If you had a SPECIFIC grievance, I would start with the MD of the hotel and then (if necessary) contact Guest Assistance with a copy to the cognizant VP.

Customer care investigates complaints by referring them back to the hotel and then monitors the response. You can call Guest Assistance at 888-240-6152.

If you wish to write:

Hilton Hotels Corporation
755 Crossover Lane
Memphis TN 38117

You can track down the names and address of the Hilton management with a little help from Google.

The top man is

Christopher Nassetta
President and CEO Hilton Hotels Corporation
World Headquarters
9336 Civic Center Drive
Beverley Hills. CA 90210

The "king" of the HHonors program is:

Adam Bourke
Senior Vice President and Managing Director of Hilton Honors Worldwide
9336 Civic Center Drive
Beverley Hills. CA 90210

Good luck and keep us informed.

CantonFlyer

And I've booked for 6 nights over Christmas - aghhhhh! Its a long way from London to Kona just to get no Diamond benefits!

The _Banking_Scot

Hi,

Very disappointing to hear about the closure of the executive lounge and the paltry breakfast offering.

I was planning to go to HWV just after new year ( rates just about $200) . The breakfast menu on the hwv site ( sample menu) suugests the breakfast menu is about $35! ( that is a lot).

Need to think about this. ( the hotel and grounds are absolutely beautiful though)

Regards

TBS

bocastephen

If anyone plans on canceling their reservation and staying elsewhere, I strongly suggest sending a fax to the new GM explaining exactly why the reservation was canceled, and point out their drastic turn against customer service is being actively blogged about on the Internet.

If they don't know why people are canceling, and can't quantify the loss, they won't change anything.

nsx

Correct. Most customers won't find out about this until they arrive at the hotel. They won't book a return trip, and the hotel won't have any way to count the lost opportunity.

Good managers realize that one complaint letter typically means that ten or more customers have been in the same situation but didn't bother to write. Letters are countable, and their importance is (or at least should be) greater than you might think.

If the management were really smart, they'd respond to each letter with a stack of breakfast coupons in lieu of lounge access, along with a statement that the lounge closure is being re-evaluated. @:-)

OTOH, if, as I suspect, the problem is a dispute between the hotel and Hilton HHonors, don't expect anything resembling an intelligent response.

cblaisd

Anybody have a fax number for these?

After getting zero response from the hotel, time to escalate a little (and express puzzlement that letters from long-time and repeat customers are going completely unacknowledged).

StealthFly

So all of this recent chatter has me a bit concerned about the anniversary trip I had planned for May.
My wife wants to go to a "tropical" location, but the recent developments have me looking elsewhere. I'd love to go back to Bora Bora, but unfortunately no Hilton properties there.
Is it worth keeping my current reservation here or would I be better off with my points in either Mexico or the Carribean?