The guest service experience I recently encountered at Hilton was truly disappointing. As a Hilton Honors Diamond member, my wife is entitled to a daily F&B credit of $15, and the same amount of credit extends to an accompanying guest. However, during our recent stay, I noticed that only a $15 credit was applied to her account instead of the expected $30 for both my wife and myself. The $30 credit was confirmed by front desk staff members during our check-in the previous night (We always confirm the total F&B credit amount with the front desk agent when checking in). Upon bringing this matter to the attention of the front desk agent during check-out the next day, I was assured a refund since my account had been settled without the proper credit. However, despite this promise, no refund has been issued. Subsequent attempts to resolve the matter with Hilton Honor Customer Service were unproductive and very disappointing, as both the hotel and the HHnors CS team failed to take any corrective actions. According to the HHonors Customer Service agent, a case number was generated after talking with the HHonors CS team; however, despite this action, the hotel failed to address the issue. Unfortunately, the HHonors agent did not provide any helpful action, merely suggesting that I directly contact the hotel. Despite making multiple calls directly to the hotel, reaching out to various departments including the front desk manager, accounting department, and even the General Manager, all attempts to communicate were in vain as my calls were repeatedly transferred to someone who did not answer. Later, I was informed by the HHonors Customer Service agent that some HHonors points were given to my account, but she had no idea at all whether this was a result of the hotel's corrective action or simply due to my stay at the hotel. As I have not heard anything from the hotel so far, I am thinking of writing a letter to the corporation to address these service failure issues. Having previously worked for many years as a front office manager at several Hiltons, I have considered myself a loyal Hilton enthusiast. However, it is disconcerting to witness a lapse in service quality at my preferred hotel, where a customer's concerns are ignored, promises are unfulfilled, and the loyalty of a Diamond member goes unrecognized. This situation has left me questioning the integrity of the service provided by a brand I once held in high regard.
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