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OK it was never great but their IT/website has hit new lows. Between Marriott and Hilton is night and day, Hilton are abysmal.
I’m trying to contact the hotel in Asuncion to tell them I’ll be checking in at 6am rather than this evening before midnight. Marriott just send a message on the app, no bother. Hilton is impossible. None of the phone numbers for Hilton CS are callable from Skype. The direct hotel phone just goes to voicemail (I think, it’s all spanish so have no idea). The customer service info pages on hilton.com are all AI driven and are useless.
There’s only one option on hilton.com and that’s request a call back. Incoming calls would cost me $3/minute so that’s not an option. They’re shockingly bad. So glad I’m Platinum on Marrott and will be again for next year. My re-occuring Hilton gold is my last resort these days.
I was shocked by the thread title as I find the Hilton customer service team to be one of the few remaining excellent teams – empowered, effective, and endlessly helpful. Like Amex used to be 6+ years ago!
It sound like the problem here is finding hotel contact info – whish does sound ridiculous if it isn’t easily available.
However whenever I drop an email to hiltonhonors@hilton.com I often get a proper response within the hour (after the immediate auto-response), and they do any required onwards contact with properties.
Marriott however took about 20 back and forths (not an exaggeration) with the same invoice requested repeatedly to get some missing points credited.
I tend to agree with both – if that’s possible.
Finding a direct email contact for the specific hotel you’re staying at a few weeks in advance or shortly before is nigh on impossible. Which is very frustrating.
However, via @hilton.com email address (I use Diamond, so not sure if I get an improved response) I find them quick to get back to me and very attuned to sorting out any issues.
I’ve also got emails from every Hilton I’ve stayed at in the last couple of months a few days in advance, direct from the hotel. Again, this may be a Diamond thing. But allows me to reach out to them then (specific room requests, arrival times, etc).
However whenever I drop an email to hiltonhonors@hilton.com I often get a proper response within the hour (after the immediate auto-response), and they do any required onwards contact with properties.
As far as I can see that contact email has been completely removed from the website, so I would have no idea.
@Swiss_Jim I’ve had nothing from the 3 Hilton’s I’ve booked. Every Marriott and IHG does though.
When I arrived this morning I mentioned it and was told I could contact them on WA if I needed anything…. yeah… that would have been great last night.
Did you get macaroons though?
Have to say, I find Hilton customer services to be generally decent.
Maybe it depends on the issue I guess?Did you get macaroons though?
Nope. Only got them the 1st 2 days at the Sheraton not on the 3rd. I’ll forgive them though since they didn’t charge me the 1st night’s stay for checking in at 11am the following morning and gave me a 4pm checkout. I don’t usually respond to hotel surveys but I gave them 10/10 across the board.
I have no clue why anyone would pay £500/night for the Marriott at the other end of the block when the Sheraton is £100/night. I’ve better things to do with £1200.
At the Hilton Tapestry collecion in Paraguay the hotel is beautiful but the room lacks T&C facilities, iron, and there’s not even any tissues in the bathroom which isn’t good when I’ve been coughing and sneezing all day and it’s 36C.
Have to say, I find Hilton customer services to be generally decent.
Maybe it depends on the issue I guess?My issue is that it’s impossible to contact them any more via the website or app. Pretty basic really
It’s erratic. We had loads of issues with the Hilton MEX last December, and no way of contacting them. Conversely, the DT Tower of London (can’t rate that place enough given the price and location!) messaged me before we even arrived asking if there was anything they could do to enhance my stay. I did request extra biscuits in lieu of housekeeping one morning and a bag full of them was left on my door handle within a couple of hours.
My last interaction with HH CS (different issue again) was frustrating, I got bounced between the email and chat team a couple of times; fortunately it wasn’t an urgent matter and it did get resolved after a few days.
From previous experience, if you plan ahead you can get a hotel email address via CS even if it’s not on the website. That really annoys me as well that they make it so difficult!
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