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I have had such poor and awful experiences with Hilton customer services when you call them on their American and UK numbers. Honestly, I am starting to really loathe calling Hiltons customer service. Some are incredibly unprofessional, rude and just awful with their dealings.
I had booked a hotel over the phone fully in points however I was charged more than I should have been, wanted to get it repriced and their systems were charging double the price than what was online. Then whilst speaking, the agent decided to become cheeky and cut the call on me. Called again and asked to get put through to the manager but was sent to guest services who also was just aggressive over the phone and started to blank me and not respond when asked for her name, and continued to ignore me, treating me like I am a child by stating ” You are given 3 warnings or I will disconnect the call”. I asked for her name and each time I was told that it was a warning and if I ask her name for the 3rd time she would disconnect the call which she did.
Honestly, Hilton customer service is just awful and as Gold member their staff could not GAF.
“I had booked a hotel over the phone fully in points however I was charged more than I should have been, wanted to get it repriced and their systems were charging double the price than what was online. Then whilst speaking, the agent decided to become cheeky and cut the call on me”
Odd. It almost seems as if there is a chunk missing between you wanting to get your booking repriced and the agent becoming cheeky, because the latter is a very strange response to the former…?
Seems strange that an agent would just decide to become “cheeky” and disconnect the call unless there was some kind of disagreement first? How do you know that it was on purpose and not just by accident or a tech issue? Without including that part of the story it is difficult for others to judge whether this was actually bad customer service.
And why were you asking for the second agent’s name? She represents Hilton, not herself.
I was never happy with their phone line either — booked a certificate booking twice.
In my opinion the only method that works is the one popular here: hang up and call again.
It is very easy to figure out how helpful they are in a minute. And “call me” option works well from the app/site, you can be connected in a minute.I must say this happens with many other companies:
– Iberia: Couldn’t get a free seat even if I am BA Gold. CS person kept telling me my only option was to go to the airport and ask for a seat 2 days before the flight. I asked him if I was willing to pay could I select a seat and he insisted IB did not sell seats on its flights. I asked to talk to another person and he just hang up on me.
– BA: I am told over the phone I can cancel a BAH due to illness. Call BA and CS person is totally unaware of this and wants to charge thousands for that. Call again and new person does it in 5 min no problem at all
– List continues …This isn’t even close to the way the best price guarantee team at IHG told complete lies and refused to acknowledge their own Ts&Cs in my recent thread on the subject.
When it came to an deadlock on my saying a non-refundable IHG rate is not the same as a refundable rate from the competitor, and I challenged him to agree that if I did cancel and rebook the non-ref rate, he would deny my claim on that basis so I would be forced to pay IHG $100 more… he told me he was ending the conversation and wouldn’t not reply any more.
I am always having issues with Hilton reward night bookings not counting to the number of stays/nights required for maintaining status. I have a standard email which I now send, apparently it’s an IT issue (shock horror) and clearly something they can’t be bothered fixing as it’s been going on for years.
Standard response is reward nights don’t count, so I end up calling. If the agent agrees with the email response I hang up and ring back, eventually you get through to someone who can fix it over the phone. It’s beyond frustrating. I agree with the OP, most often you speak to very rude people.
Unfortunately it’s all part of the industry now. Hospitality and airlines are riddled with crap staff and even worse IT systems, and I’m sick of the pandemic being blamed for it all. It’s becoming a tired excuse.
Unfortunately it’s all part of the industry now. Hospitality and airlines are riddled with crap staff and even worse IT systems, and I’m sick of the pandemic being blamed for it all. It’s becoming a tired excuse.
Eye eye!
That’s why we have this forum. To fight back :))
I’m sick and tired of the hours I waste on them. I keep hanging up and calling again many times and it is just so tiring…
Untrained staff are the worstI find the big hotel groups are usually the worst and these days vote with my wallet, I have status still but do nothing to actively pursue it or the points, choose based on where I want to stay, which invariably is a hotel that still values its customers and actually understand the word hospitality.
I like others however feel in this post there is defiantly some of the story missing!
And why were you asking for the second agent’s name? She represents Hilton, not herself.
Unfortunately there are some occasions when obtaining a name is necessary. Sometimes an employee’s behaviour is so bad that a company would want to disassociate themselves from the same once a complaint has been investigated.
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