Mobile phone stolen by house keeping, should I complain?

[JMFK]

Is it worth sending an email to corporate or the Diamond Desk and seeing if that will help illicit a response from the Hotel/GM

 

[Robbi]

Is it worth sending an email to corporate or the Diamond Desk and seeing if that will help illicit a response from the Hotel/GM

Post it on their FB page, Trip It, Kayak, Bookings.com etc etc and anywhere and everywhere else public and/or relevant.

They are ignoring you hoping you'll go away.

 

[Danger]

Post it on their FB page, Trip It, Kayak, Bookings.com etc etc and anywhere and everywhere else public and/or relevant.

They are ignoring you hoping you'll go away.

Well in my case, they succeeded. I went away . . . to the DoubleTree.

 

[Virgin Bart]

Well in my case, they succeeded. I went away . . . to the DoubleTree.

Non refundable stay here unfortunately. I still refuse to believe that both the generic email and GM email is being ignored....

 

[JMFK]

Non refundable stay here unfortunately. I still refuse to believe that both the generic email and GM email is being ignored....

That's why I suggested an email to corporate - if nothing else, I've sure you can have your non-refundable stay refunded.....if that's your ultimate aim. I would send an email citing your concerns, the fact that you emailed, and had no response. That would seem to be good grounds to have them cancel the stay for you - particularly if you're wanted to move it to another Hilton hotel.

 

[Virgin Bart]

That's why I suggested an email to corporate - if nothing else, I've sure you can have your non-refundable stay refunded.....if that's your ultimate aim. I would send an email citing your concerns, the fact that you emailed, and had no response. That would seem to be good grounds to have them cancel the stay for you - particularly if you're wanted to move it to another Hilton hotel.

You're right, JMFK. Will email them tonight. Is there a particular contact I should email? Appreciate your suggestions.

 

[JMFK]

I usually get a very quick response from Diamond Coordinators when I use this email: [email protected]

I'd also CC these:

[email protected]
[email protected]

I normally put HHonors Diamond #: ####### in the subject line, followed by the actual subject.

Not sure if this makes any difference, but it does seem to speed up the process...

Good luck, let us know how you go!

 

[JMFK]

You're right, JMFK. Will email them tonight. Is there a particular contact I should email? Appreciate your suggestions.

It's been a few days now, usually more than enough time for a response - how did you go?

 

[Virgin Bart]

It's been a few days now, usually more than enough time for a response - how did you go?

JMFK, apologies for the delay. I ended up only emailing them about 20 minutes ago. First, the good news: to Hilton Diamond's great credit I got a response within 15 minutes which is absolutely fantastic.

Now the bad news. In my email I explained that I have tried emailing both Hilton KL and the GM on 12 December 2013, 30 December 2013 and 7 January 2014 with absolutely no response. I expressed my genuine disappointment, mentioned I'm a HHonours Diamond, requested a refund and asked if this was the usual LOS from Hilton KL. I also mentioned that I have never, ever experienced this kind of poor service from any hotel, ever. Note the rate I booked with is non-refundable. I also mentioned my security concerns, as mentioned in this thread.

Their response:

"Dear Mr. ....,
Thank you for your inquiry regarding your rate inquiry. We appreciate you taking the time to contact us.

Unfortunately, your reservation cannot be modified or cancelled from our office. The reservation #3xx_xx_ccx you have referenced was confirmed at a restricted rate (Advance Purchase) that does not allow changes or cancellations via email. While this office is unfortunately unable to override these restrictions, your message has been sent to the Hilton Kuala Lumpur for further review and will ask that the hotel contact you at xx_X regarding your message. All correspondence is answered in the order it is received. If you require immediate assistance or follow up please contact the hotel at 60-3-2264-2264. I apologize for the inconvenience this has caused.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.

Hilton HHonors Hotel Loyalty Program Support | Hilton HHonors.

Best regards,

Courtney V.
Email Coordinator
Customer Care Email Department
Hilton Reservations and Customer Care"

What now? ....

 

[Cynicor]

Not sure if they are your real details, but you should probably edit the reply a bit if so.

If not, my apologies.

 

[JMFK]

Best regards,

Courtney V.
Email Coordinator
Customer Care Email Department
Hilton Reservations and Customer Care"

What now? ....

That response wasn't from a diamond email coordinator. I would reply and kindly ask that they re-read your email and escalate the matter to a supervisor.

 

[Virgin Bart]

That response wasn't from a diamond email coordinator. I would reply and kindly ask that they re-read your email and escalate the matter to a supervisor.

I've never emailed Hilton, so I really appreciate your advice. Will do that right now. Will reply as soon as I hear from them.

 

[Virgin Bart]

I've never emailed Hilton, so I really appreciate your advice. Will do that right now. Will reply as soon as I hear from them.

Have emailed requesting a supervisor review my email/issue.

I find their response really useless... Of course I didn't write that in the email.

 

[JMFK]

I emailed them the other day with a query about booking a rate through a conference.

Sent the email to the three email addresses and got three different responses. One of them being the one I wanted....it's hit and miss unfortunately.

 

[Virgin Bart]

Well.. I got a reply from Hilton KL themselves! Shock, horror; they do have email there!

If anyone would like the email of the person who emailed me, please contact me.

Their reply:

"Dear Mr P.......,

I am responding to your email sent via the Diamond members helpdesk.

Please accept my apologies that you did not receive a response from Daniel Welk as he has now moved on within the company.

We can offer you two options, firstly as requested a full refund of your deposit or we can confirm your upgrade to a Grand Executive suite as a Diamond member and also a free dinner for two including non alcoholic beverages for two in any one our restaurants of your choice.

We hope that you will decide to stay with us so that we can restore your faith in our company and our service.

I look forward to hearing from you.

Kind regards
Tony"

All in all, this is (to me) a satisfactory response. I will fine tune their offer and accept it.

 

[JMFK]

Well.. I got a reply from Hilton KL themselves! Shock, horror; they do have email there!

If anyone would like the email of the person who emailed me, please contact me.

Their reply:

"Dear Mr Popielczyk,

I am responding to your email sent via the Diamond members helpdesk.

Please accept my apologies that you did not receive a response from Daniel Welk as he has now moved on within the company.

We can offer you two options, firstly as requested a full refund of your deposit or we can confirm your upgrade to a Grand Executive suite as a Diamond member and also a free dinner for two including non alcoholic beverages for two in any one our restaurants of your choice.

We hope that you will decide to stay with us so that we can restore your faith in our company and our service.

I look forward to hearing from you.

Kind regards
Tony"

All in all, this is (to me) a satisfactory response. I will fine tune their offer and accept it.

Great result. This is exactly what should of happened from the get-go. Glad it worked out for you.

 

[Virgin Bart]

Great result. This is exactly what should of happened from the get-go. Glad it worked out for you.

Thanks again for your help mate. I really appreciate it.

Just got another response from them. "computer system upgrades" were blamed. Anyway, that'll do.

 

[Danger]

Well.. I got a reply from Hilton KL themselves! Shock, horror; they do have email there!

If anyone would like the email of the person who emailed me, please contact me.

Their reply:

"Dear Mr P...,

I am responding to your email sent via the Diamond members helpdesk.

Please accept my apologies that you did not receive a response from Daniel Welk as he has now moved on within the company.

We can offer you two options, firstly as requested a full refund of your deposit or we can confirm your upgrade to a Grand Executive suite as a Diamond member and also a free dinner for two including non alcoholic beverages for two in any one our restaurants of your choice.

We hope that you will decide to stay with us so that we can restore your faith in our company and our service.

I look forward to hearing from you.

Kind regards
Tony"

All in all, this is (to me) a satisfactory response. I will fine tune their offer and accept it.

That's fantastic.

Unfortunately it doesn't explain why my email to their generic hotel email address wasn't answered.

 

[Deleted member 29185]

All in all, this is (to me) a satisfactory response. I will fine tune their offer and accept it.

A good result, but it's absolutely amazing that it took so much effort. Did you note that they did not address the original concern at all (assuming of course, the reason for your email to them was a security concern prompted by the OP)?

 

[boomy]

IWe can offer you two options, firstly as requested a full refund of your deposit or we can confirm your upgrade to a Grand Executive suite as a Diamond member and also a free dinner for two including non alcoholic beverages for two in any one our restaurants of your choice.

We hope that you will decide to stay with us so that we can restore your faith in our company and our service.

I look forward to hearing from you.

Kind regards
Tony"

All in all, this is (to me) a satisfactory response. I will fine tune their offer and accept it.

I would ask for premium alcoholic beverages to be included in the dinner