There have been a few threads about it over the years, where perceived (by corporate) patterns of superfluous complaining have led to things being said, through to closed accounts (from memory.)

As someone who most certainly has complained a few times when things have well below par, I'd have no qualms about doing the same either on property, or via corporate. As with anything, if you keep it polite and reasonable, the chances of any negative fall-out should be slim.

 

can someone help me on how to reach Hilton CEOs? i am trying to reach them and I am having trouble the emails to the corporate office execs . [MENTION=3648]hilton[/MENTION].com never work i typed the correct email addresses for each execs name however I'm afraid they never even read it someone at Hilton corporate just responds that well get back to you within a few business days and they never do . is there another way like LinkedIn , or another email if someone can please help me I would be so grateful as I am dealing with a ten thousand dollar loss with hilton which for me is a lot of money please if you can send me private dm if you know anything i wont give it out.

 

Is this the same issue as here hilton closed my account with over a million points please help with your advice ty where you sold your points? If so, you got plenty of feedback in that thread and I would just move on if I were you.

 

Yeah even if you got the CEO on the phone they'd probably like the way their company followed the policies in place, if it's about that complaint you're out luck. Move on.

 

Your loss was due to you breaking the rules. Hilton is smart to no longer engage with you IMO.

 

This is not really accurate. Hotel groups like Hilton do not like serial complainers who complain about minor things.

What happened here is not minor, so don't worry about your dad having any negative consequences here.

I spent years working in the hospitality industry. My advise is to complain up and compliment down.

By complaining up, I mean start at the lowest level so that you can appeal to someone if you don't like the response. For lots of issues, the Front Desk staff can resolve issues. But at the very least, you should register your complaint at the hotel.

If you don't like the response, appeal upwards to Hilton Customer Service.

And while it's always possible on a 1-night stay, LondonElite's advice about talking to someone while you are on-site is great advice. When you're still checked into the hotel, there will be more compensation options available. Once you're checked out, you're probably going to get points.

In terms of compliments, I recommend starting at the top. That typically means using the hotel group/chain website. It will take a few days, but I guarantee the hotel (or the staff member at the hotel, if applicable) will get recognition.

All hotels have annual complaint thresholds. Compliments are factored into that statistic. So compliments made through Corporate/Central Reservations will have the most impact for the hotel.

My worst job ever was Night Manager during the soft opening of a hotel that was still months away from really being capable of accepting guests. I basically spent hours in the lobby taking legitimate complaints.

I quickly learned that appropriate compensation was mutable. When the hot water was out, a leisure traveler paying her own bill would be happy with a comped room. Yet, a business traveler might view that option as an insult since her employer was paying the bill. And then there was the occasional guest that really just wanted a sincere apology.

I concur that any guest entering into negotiations over compensation should have a firm idea about what they feel is appropriate.

 

"I have requests to talk to two different Hilton property GM's. I say requests as I am waiting on a return call for five days from one."

Trying to involve Hilton GM's in service issues is more often than not a losing tactic. The agents at the Diamond Desk, Guest Assistance and Honors Customer Care (all rapidly become the same, along with reservations) think ' Oh, Sweet Child" every time they hear from a guest who contacts Hilton about a GM not responding to them. How likely is a Delta pilot going to answer your email if a flight attendant is mean to you?

I've coached hundreds of Hilton agents. They all learn quickly that the person you call to get things fixed is the Front Desk Manager (unless the issue is something like a hotel employee not wearing a face mask intentionally setting your father alight in the lobby). Other titles that corporate will turn to if there's a less than lethal service issue are 'Front Office Manager, Front Office Director, Guest Services Manager, Assistant General Manager, etc.

It is, of course, hyperbole but most GM's are not interested in talking to you about the server at breakfast not wearing a face mask or your father's reservation not being honored. They see their role more in terms of keeping the local health department sweet, jockeying to have the Health Inspector's Christmas party at the hotel, or figuring out how to pay the server less.

There is wide variation in the responsiveness of GM's to guests. The majority don't consider "run of the mill" complaints as part of their job. The most influential factor is not Hilton. It is the practices of the hotel's management company. (For the record, the small percentage of hotels managed by Hilton or one of its brands are the ones where a GM is least likely to reply and where compensation is lowest.)

The lowest stress tactic and the one most likely to have a good outcome is to try to talk to somebody at the hotel one time. If that doesn't make things right then contact the Diamond Desk, Guest Assistance or Honors. Call hold times are very long these days. Best to send them an email and be prepared to wait a few days for a reply. Keep in mind that those departments will usually one handle issues you report after you check out (or before you check in). If you are 'in-house' they will either encourage you to work with somebody at the hotel. They MIGHT call the hotel or send them a message to let them know you are checked in and unhappy. That is likeliest on the Diamond Desk.

 

I rarely have complaints, as working in the airline industry I understand some things "just happen." But this situation is a bit over the line. With Hilton, the few times I have had complaints, I have had good resolution with speaking with the local manager face to face. Recently I had my first (and last) stay at a Tru property (Euless, TX) a couple months ago - because I thought I needed somewhere that could accept pets as part of a relocation (my parents turns out stayed at the brand new LaQuinta next door with my pets that was many times nicer than my room at the Tru with a better breakfast). I stayed for almost a week as part of a relocation and with no housekeeping, I did request two times I needed additional kleenex and toilet paper. Failed both times. Finally I was out, and called the front desk which rang and rang. I went down stairs and nobody to be found at 11pm. I returned to room and called Hilton customer service who tried calling the hotel. I went back downstairs and knocked on the back office door. Someone came out, picked up the front desk phone and hung it up immediately. I told him you know that's Hilton customer service calling you because I'm on the phone with them. I said I needed toilet paper and a box of kleenex. He went into back office and couldn't find either and then had a very loud conversation on the phone about how "this is not even my f-ing property and you had me come here last minute" that I could hear well into the lobby. Eventually got what I needed.

Next morning I cut my stay short and checked out to go to the LaQuinta for the final night. Nobody in the lobby or front desk at 8am and told all the grab and go breakfasts were gone. I said rather loudly "wish this hotel actually had employees" and the GM came out of the office. I told her of my experience the prior night and she said she was the one on the receiving end of the phone call I overheard. She refunded me 2 nights and I later had 3000 bonus points show up. Plus gave me two Coors Lights from the market.