Nurse the Hate: Triumph at Hilton

When I decide to do something, I NEVER give up.  I strongly suggest to anyone reading this to do the same whenever dealing with a faceless corporation.  They are the scourge of modern life and exist only to strangle the last pennies for their Overlords.  Continue to grind and eventually you will get justice.

See below....

 

Alpay Kaya	12:08 PM (5 hours ago)
to Nafissatou, me

Good afternoon Greg,

Thank you for taking the time to write this email, I am just returning from my trip. I sincerely apologize we failed to deliver the hospitality you deserved. We are in the process of adjusting the fees for your stay and will confirm when this is complete. Thank you again for reaching out and please do not hesitate to contact me if you need assistance with anything else.

Best,

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to Alpay, Nafissatou

Mr. Kaya,

Will this adjustment be in the form of two credits or certificates for the $138 room rate for both of our rooms?  I have run into what could be referred to as a “disconnect” in regards to the details of what my expectation is on compensation.  

Glad to see you have returned from your trip without incident.  I hope the boots are a hit at the office.

All my best,

Greg Miller 

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Alpay Kaya	5:04 PM (37 minutes ago)
to me, Nafissatou

Dear Mr Miller,

The adjustment will be in the form of credits for both rooms.  We have contacted Expedia, who’s in the process of reversing both rooms charges to card and charge the hotel.

In addition to that, I would like to offer  you50k Hilton Honors points. Please  kindly provide me your Hilton honors information so that we could process those points.

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to Alpay

Mr. Kaya,

I had not prepaid the rooms, but just used Expedia for the booking.  I used the credit card on file for the room we used and was not charged for the other room we could not check into.  If you could credit my mastercard, issue an $138 Hilton credit voucher and provide the points, we will be square.  Attached please find the Hilton Honors account information.  

Not only are we square, in fact, I will go out of our way to stay at the hotel on our next trip just so we can indulge in the Chesapeake Style wings and perhaps a bottle of Schramsberg Blanc de Noir at Olive's Restaurant.  Perhaps you can join us and we can all compare boots?  Mine are a bit worn, but I believe that this adds character.  You might not agree, but I think it's an apples/oranges issue.

Thanks again for your help.  You're good people.

Greg Miller

Nurse the Hate: Letter #2 To Unresponsive Hilton GM

11.28.2018

Alpay Kaya

Hilton Rockville

Mr. Kaya,

  I am following up on my voicemails and email from earlier this week.  As I understand it you are, or at least were, in Texas this week.  Perhaps you did not have the opportunity to seek out maintaining “The Hilton Guarantee” with myself or my associates, and instead spent that time fitting yourself with a new pair of cowboy boots or a replica Dallas Cowboy uniform.  Who’s to say?  Texas presents a myriad of shopping options for the excited traveler.

  If you had taken the time to review the documents I had enclosed to you, I think it is evident that the hotel in which you are in charge failed to execute even the basic idea of hospitality and service on our stay on Nov 17^th.  As your industry is referred to as the “hospitality industry”, I would think you would be interested in making this right, but I am only speculating on the workings of the massive Hilton Corporation.  Most likely you are probably even at this instant preparing correspondence to me saying, “Greg, I cannot believe any rational human being would not have provided the four adults the two rooms you needed because of a computer systems upgrade on our end.  To think that we made the four of you cram into the one room even though we have plenty of available rooms, you had a confirmation for the two rooms, were Diamond Club members, and offered your physical credit card and vehicle keys as a deposit until the computer system was online in the morning makes not only my staff look bad but the entire Hilton Company.  Why, if any of my supervisors knew that I had ignored this situation for days on end, it certainly would not advance my standing in the Hilton pecking order.  Greg, I am going to use this as a teaching moment to my staff to show them how we treat our customers.  I am horribly embarrassed by the treatment you received and subsequent lack of response from our Customer Service Artificial Intelligence.  I believe in “doing unto others” so I am going to personally guarantee that you will be receiving two Hilton rooms and my deepest apologies for this entire fiasco.  This was our fault entirely.”  That’s what you are probably typing right now…  I can feel it…  And I can’t wait to get that email!

  Safe travels back from Texas.  If I could make a recommendation, I would not wear your new boots on the plane.  They will be uncomfortable until they are broken in, and getting them on and off at security will be a real hassle.  There is no way a TSA employee will want to hold the heel as you struggle out of a new boot.  They, unlike all of you good people at the Hilton Corporation, are not focused on customer service.

  Have a holiday season filled with happiness that envelopes you like a warm friendly hug.

Sincerely,

Greg Miller

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Also of note, I had received this email yesterday from Hilton...

 

Thank you for reaching out to the Hilton Worldwide Guest Assistance Department. Hilton Worldwide strives to offer the world's best customer service in every interaction. We would love to hear your thoughts on your experience with the Guest Assistance Specialist who assisted you in resolving a problem you recently had at one of our hotels.

We sincerely apologize for your recent stay experience and would like to ask a few questions about the service you received when contacting Hilton Worldwide's Guest Assistance Department. Your input is important to us and we would greatly appreciate your participation in a short follow-up survey.

To share your feedback in the follow-up survey, please click on the secure web address below.

https://survey.cmix.com/4B0B2E32/7E301C4Q/en-US



We realize that every guest has a choice when traveling and appreciate you choosing Hilton Worldwide when you travel. Thank you for giving us the opportunity to regain your trust and for taking the time to provide us with your valuable feedback.

Sincerely,

Hilton Worldwide Guest Assistance Department

Hilton Worldwide Guest Assistance Department <Guest_Correspondence@hilton.com>	Nov 27, 2018, 1:30 PM (17 hours ago)
to me

Nurse the Hate: It's Now The 18th Hilton Guest Correspondence Email

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guest.correspondence@hilton.com	Sun, Nov 25, 1:09 PM (20 hours ago)
to me

Dear Mr. Miler,

Thank you for getting back to us.

We hope you'll accept our sincerest apologies for falling short on our high service standards. While we do our best to always deliver a smooth experience, it appears we fell short and did not meet expectations during your visit.

I see that a total of $150 Hilton American Express Card has already been issued to you. I understand your disappointment, and I apologize for the inconvenience this experience has caused. The Guest Assistance team is not able to offer any additional compensation at this time, other than that previously noted. If you would like to discuss your concerns further, please contact the hotel directly and speak with the General Manager, Alpay Kaya at 301-468-1100.

 Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Rachelle Ann B. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care



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Greg Miller	6:32 AM (3 hours ago)
to guest.correspondence@hilton.com

Ann,

I couldn’t be more appreciative in your quick response to my ongoing disappointment with our experience at the Hilton Rockville.  I read and re-read your second paragraph in which there was perhaps an apology but yet really seems like a machine generated response.  Ann, I’m becoming alarmed that there are no people at the end of this email, that perhaps the Hilton Customer Service Team consists not of individuals capable of reacting to complex real world problems but instead a software program with limited response options.  If so, that is genuinely going to hurt the softball team’s performance in the upcoming season.  

As per your response, I am going to reach out directly to Alpay Kaya.  I am beginning to think that your closing sentence of “if you have any questions we want to talk to you personally” might not be 100% accurate as I have provided my phone number since the beginning of this Kafkaesque journey into the Hilton Corporation’s Electronic Heart of Darkness.  Ann, who thought I would ever make a Kafka and Joseph Conrad reference in the same email to a hotel that bungled a night’s stay?  What a world we live in!

Ann, may the Good Lord bless you and your lovely family this holiday season with unlimited joy.

Greg Miller

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Greg Miller	5:14 PM (5 minutes ago)
to alpay.kaya

Mr. Kaya,

I hate to email you in the midst of your Texas trip, but I was directed to reach out to you directly after the eighteen (18) non-productive emails in the electronic dungeon of Hilton Customer Relations.  The reason I am reaching out to you is detailed on the initial letter which I sent to Hilton CEO Christopher Nassetta and copied to your Guest Relations Team.  The front desk staff of your Rockville property was put in an unusual situation due to a computer situation within the Hilton Network and frankly failed to respond in any manner in which Hilton would likely use as an example of The Hilton Guarantee, which I have seen referenced on a variety of mind numbing responses from the otherwise good people at customer service.

Mr. Kaya, as a man who has his "boots on the ground", I suspect your goal is to make sure that you keep heavy travelers like myself and my band as thinking "Hilton" when we make our reservations.  I have to tell you, I am not thinking "great hospitality" when I think Hilton at this point.  I do occasionally allow my mind to drift to your "Chesapeake Style Wings" at your hotel restaurant.  What exactly is "Chesapeake Style"?  Is it a delectable combination of spices in some sort of dry rub or is it a wet sauce that is crustacean based?  I suppose I could look it up on Google, but surely there must be local nuance that is individual to the Hilton Rockville Executive Hotel and the charming dining room at Olive's.  I eagerly await your response! 

Back to business...  I continue to maintain that we should receive two Hilton gift certificates of $138, one for each room that we had booked, in exchange for our terrible experience and now weeklong efforts to have this situation actually addressed by Hilton.  Once again, I am sorry this has landed on your lap, but sometimes that's the way it goes.  

Please see the attached.

Greg Miller

Nurse the Hate: The Ongoing Hilton Situation and NFL Picks

On Saturday, November 24, 2018, guest.correspondence@hilton.com <guest.correspondence@hilton.com> wrote:

Dear Mr. Miller,
 

Thank you for your response.

Please accept our sincerest apologies for any aggravation or inconvenience experienced during your visit.

We are constantly monitoring the performance of all the hotels in the Hilton Portfolio of Brands and measuring them against high service and quality standards. Comments from our guests enable us to continually improve and exceed those standards. Please be confident that we will follow-up on the points you have outlined to avoid recurrence.

The time taken along with the effort made to share your comments with us is most appreciated. Feedback from our guests is vitally important in our mission to be the first choice of the world's travelers.

We want you as our guest and are hopeful that you will afford us the opportunity to provide lodging services in the future.

Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.

 

Best regards,

Marjorie P.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care

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To guest.correspondence@hilton.com
 

Marjorie,

First off, let me thank you for the absolute bang up job you and all of the members of the Hilton Customer Service Team are doing.  Your absolute singular focus on staying within your strict training regimen is paying off in spades.  I cannot recall ever having the appearance of so much good will festooned upon me, and please allow me to note that I do not use the word “festoon” lightly.  That being said, we appear to have a problem.

In my earlier emails with Marven, Michael, Elna, Michelle, Romeo, Paul and Joeanna we had hashed out the basic idea that the Hilton Corporation was filled with regret and seeking to improve and exceed guest standards.  That could not be any more clear thanks to the handy form letter I continue to receive.  I feel the sincerity.  Between you and I, that is why I have decided to enroll in the hotel detective program there.  However, it appears that you might have essentially ignored all the preceding communication and in fact just cut and pasted a basic salutation.  Marjorie, that is no way to become a hotel detective or rise prominently in the ranks of the Hilton Corporation.  You need to seize the initiative, like your co worker Marven did, and attempt to resolve this situation once and for all.  

Marjorie, I care about your career.  I don’t want to see you slaving away at a computer terminal while I stride by confidently in my role as Hotel Detective.  You need to see that this door is open and all you need to do is walk through it.  It’s opportunity knocking my dear.  Will you answer the call?

To summarize, here’s where we stand.  I will accept either option.  Which will you choose?

Solution A:  You provide me with two (2) $138 gift cards to be redeemed at a Hilton property at a future date. 

 

Solution B:  You provide me with one (1) $138 gift card as reimbursement for our room that night and send to me in writing admission that Hilton (and Hilton alone) failed us as guests.  In this admission, I will have to insist the text includes a phrase like or at least similar to "Yeah, we totally screwed up and jammed you guys up that night.  It was our fault 100%.". 

I hope your holiday season is filled with an unlimited joy that bubbles over into a fountain of bliss.

 

Greg Miller

 

P.S.  I don't know about you, but I am taking NEW ENGLAND -9.5 against the Jets today.  The Jets are rolling out McCown again, and that never ends well.  If you recall, he just led the team to a 30 point loss against the Bills...  THE BILLS!  They were even at home!  Sweet Jesus, now the Jets are going to play a Patriots team coming off an embarassing loss to the Titans after a bye?  This is not what the Jets are looking for in a Sunday afternoon.  I am also going to take the RAIDERS +10.5, as I can't ever recall the Ravens beating anyone by more than 10 points in team history.  I won't watch that game as I suspect it will be an affront to God, but I am betting on it.  My season record isn't too good right now Marjorie.  It's only 8-8.  Maybe we turn it around this week, eh?  

Nurse the Hate: So Where Are We On This Hilton Thing Now?

On Wednesday, November 21, 2018, guest.correspondence@hilton.com <guest.correspondence@hilton.com> wrote:

Dear Mr. Miller,

 

Thank you for getting back to us.

I apologize for the confusion and the inconvenience this has caused you. I do understand your frustration and it is my understanding that  two (2) $138 gift cards has been offered to you. Unfortunately, while our sincere intention is to resolve this matter to your satisfaction, we are unable to issue compensation that exceeds the cost of your stay. What I can provide is one (1) $150 gift card that can be used at any hotel or resort in the Hilton portfolio. Hoping for your kind consideration. 

 

Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.

 

Best regards,

Marven M.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
  

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Marven,

Thank you for your prompt response.  It is good to see such initiative and a man willing to insert himself into uncertain waters.  Life rewards risk takers.  You’re a good man.  Let’s take a moment to assess the situation as it presents itself at this precise moment...

As per your email, you are telling me that Hilton has offered me the two (2) $138 gift cards at one point but has now withdrawn that offer.  While I cannot find a distinct record of that offer, I will take you at your word.  Marven, you swashbuckled your way into this situation like a man that shows no fear.  I respect that and I respect you Marven.  You are my kind of people.  However...  

I cannot help but note that you are saying the rationale for withdrawing the offer of the two cards is that you are “unable” to do so.  Marven, that is disingenuous.  As we both know, it’s not that Hilton is “unable” to fulfill this original offer, but rather they are “unwilling” to do so.  There is a huge difference.  For example, Hilton could in theory reward us the property deed to the entire Rockville property.  Granted, the stockholders would howl in protest, especially when we attempted to launch a Maryland “Mephisto’s” franchise.  Are you familiar with Mephisto’s?  It’s the only restaurant/fun center that boasts a steak house, bumper boats, sake bar, laser tag, wedding chapel and wood fired pizzas.  I have my reservations about our drummer Leo being able to effectively run this franchise, especially with the amount of weed he routinely smokes, but this is just an exercise in trying to make the point that Hilton can do whatever they feel is necessary to satisfy the aforementioned “Hilton Guarantee”.

I am going to need to insist on my last offer.  Either option will work for me.  To review:

Solution A:  You provide me with two (2) $138 gift cards to be redeemed at a Hilton property at a future date. 

Solution B:  You provide me with one (1) $138 gift card as reimbursement for our room that night and send to me in writing admission that Hilton (and Hilton alone) failed us as guests.  In this admission, I will have to insist the text includes a phrase like or at least similar to "Yeah, we totally screwed up and jammed you guys up that night.  It was our fault 100%.". 

I hate to be so stubborn about this, but I just don’t feel like anyone there is taking me seriously.  Help me out here Marven.

Have an amazing Thanksgiving filled with a cornucopia of joy.

Greg Miller

Greg Miller	Nov 21, 2018, 2:32 PM (17 hours ago)
to guest.correspondence@hilton.com

Nurse the Hate: The Hilton Situation Hits A Fork In The Road

guest.correspondence@hilton.com	11:27 AM (1 hour ago)
to me

Dear Mr. Miller,
 Thank you for your response.

Please be advised that as promised, you will receive a $100 Hilton American Express Gift Card. You can use it at any one of our Hilton brands worldwide. 
 Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Curley James V. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care



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Greg Miller	12:31 PM (3 minutes ago)
to guest.correspondence

James,

Thank you once again for your prompt response.  As I have outlined in great detail, I am not accepting this offer of $100 as a resolution to this situation.  Perhaps you did not speak to Michael, Elna, Michelle, Romeo, Paul or Joeanna regarding our prior correspondence?  I wil admit I am slightly impressed by the continued tactic being employed of "just keep sending the same cut and paste email and do not actually engage the situation".  It isn't working, but way to stick to your guns.  It is that sort of laser focus on your marching orders which will someday propel you into the upper echelon of middle management of not just Hilton, but likely any major multi national corporation on the planet.  You are on the fast track my good man!

Here is what I would like to suggest...  How about if we get past this idea that I am going to accept the $100 and move into a sphere of reality?  At no point has anyone in the Hilton Corporation accepted any responsibilty for the inability to provide our two contracted rooms despite having the rooms available, the confirmation codes, and our money to pay for the rooms.  Instead you did NOTHING.  I don't think that is the "Hilton Brand Guarantee" but I will admit I haven't looked the guarantee up.  I will set a reminder in my phone to check it out later tonight.  

To show you that I am not an unreasonable man, how about we do one of these two solutions.  

Solution A:  You provide me with two (2) $138 gift cards to be redeemed at a Hilton property at a future date.  As I had mentioned, we are "show people" and spend a great many nights on the road.  I would like to continue to stay at Hilton properties and not risk an organizational boycott like we launched against Hardee's in the late 1990s after a disagreement about a roast beef sandwich offer price structure.  (I'd rather go hungry than eat at Hardee's.)

Solution B:  You provide me with one (1) $138 gift card as reimbursement for our room that night and send to me in writing admission that Hilton (and Hilton alone) failed us as guests.  In this admission, I will have to insist the text includes a phrase like or at least similar to "Yeah, we totally screwed up and jammed you guys up that night.  It was our fault 100%.".  No flowery language.  Just an admission of fault.  Sometimes you just need to fall on the sword James.  This is one of those times.

Have a relaxing and joyous Thanksgiving.  I wish you and your family nothing but God's blessings raining down on you like a monsoon.

Greg Miller

Nurse the Hate: The Hilton Situation Drags On

On Tuesday, November 20, 2018, guest.correspondence@hilton.com <guest.correspondence@hilton.com> wrote:

Dear Mr. Miller,
 Thank you for getting back to us.

As promised, I will be issuing the $100 Hilton American Express Gift Card that has been offered. Kindly get back to us with your preferred mailing address.

Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Michael D. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care

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 To: guest.correspondence@hilton.com
cc:
Subject: Re: Hilton Guest Assistance File #24897175

Michael,

Thanks for the quick email response.  I had been dealing with Joeanna, Romeo, Paul, and Michelle previously, so I am not sure if you are up to speed.  Did you all get together and meet in the conference room regarding this rapidly escalating situation?  Perhaps stop to have an enjoyable snack in the break room together?  I can’t wait to become part of the Hilton family and be part of the gang!

As I’m sure Romeo told you, I need two (2) $138 rate gift certificates to achieve the satisfaction that Joeanna, Romeo, Paul and Michelle are all dedicated to provide.  That is fair, and I’m sure as you all discussed in the break room, should not be a problem as the entire situation was 100% the Hilton Corporation’s fault due to negligence in customer service.  Let’s not risk any bad feelings.  I’m sure we can agree to my resolution, eh Michael?  We are all on the same team here!

Shoot me an email to confirm that this is OK and I will confirm my address.  I really appreciate you all making sure we are happy and dedicated to continue to be part of the Hilton Family.  If you or Joeanna, Romeo, Paul or Michelle don’t have a place to go for Thanksgiving, please let us know so we can give you directions to our home to enjoy a family style meal with friends.

You are a good man Michael.  I appreciate your help in this.  God bless you.

Greg Miller 

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On Wednesday, November 21, 2018, guest.correspondence@hilton.com <guest.correspondence@hilton.com> wrote:

Dear Mr. Miller,
 Thank you for your reply.

Upon checking the file you may now provide your mailing address so we can process this one for you accordingly.

Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Elna B. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care

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 To: guest.correspondence@hilton.com

cc:
Subject: Re: Hilton Guest Assistance File #24897175

Elna, 

  Thank you so much for your quick reply.  I have to say this interaction with not only you, but with Michael, Joeanna, Romeo, Paul and Michelle has been nothing but a delight.  It appears that Hilton has assembled a real “A Team” over there, and let me unabashedly say I am eager to become part of it.  I had been speaking with Paul at great length about my upcoming enrollment in the hotel detective program.  I’m not sure if we in “the agency” get to mingle with you folks in customer service, but I sure hope we do as I have nothing but compliments for you and the whole crew over there.  You are all good people doing God’s work.

  The reason for my correspondence is to confirm the total amount that you are processing.  I am obviously quite pleased to see we have reached agreement on the principle idea, but I find myself concerned that a week from now I will be opening a letter from the good people at Hilton with an envelope with a $100 gift card as opposed to the two (2) cards for $138 each (or $276).  Elna, sometimes corporations will try to make consumers take the path of least resistance and hope they settle for less than they are entitled by grinding them down with endless correspondence and paperwork.  Now I know the good people at Hilton would never do this, but I just want to have a confirmation on your end on the total before we wrap this thing up.  My concern is that perhaps you didn’t have a chance to speak with Michael, Joeanna, Paul, Romeo or Michelle and get looped in.  Let’s say that that crew went out to Outback Steakhouse, got a Blooming Onion, and in the excitement forgot to tell you about the agreed total of our settlement.  Well, who could blame them?  Outback is a wonderful dining experience filed with frivolity.  I just wanted to make sure we are on the same page here.  Can you confirm the total you are sending me?

Happy Thanksgiving to you and your family.  May the Lord’s blessings fill your table with joy.

Greg Miller

P.S.  I had extended an invite to everyone over there for Thanksgiving dinner previous to knowing you were part of the team.  I’m afraid I cannot extend the same invitation to you UNLESS you discover that either Michelle, Romeo, Paul, Joeanna, or Michael can’t make it.  The bird is only so big I’m afraid.  Sorry to put you in this awkward position.

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On Wed, Nov 21, 2018 at 9:16 AM guest.correspondence@hilton.com <guest.correspondence@hilton.com> wrote:

Dear Mr. Miller,
 Thank you for getting back to us.

Please provide your mailing address so we can process this one for you accordingly.
 Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Curley James V. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care

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To guest.correspondence

James,

Thank you so much for getting back to me so promptly.  I know how crazy things must be at the home office today.  I'm sure most folks must have one eye on the clock and aren't keeping their eye on the ball.  I even had a co-worker suggest to me that you had ignored my request to confirm the total of the gift card you were sending and were in fact engaged in the exact corporate behavior that Elna and I had discussed.  I stopped that conversation dead my friend.  

"Hogwash!  James is a trusted member of the Hilton Guest Relations Specialist Team!  He would never just cut and paste an automated response and send it back just to move this along to shove it on someone else's plate!  James is focused on doing the right thing, just like Michael, Elna, Michelle, Romeo, Paul and Joeanna."

James, I have your back.  Now I need you to have mine.  Can you please respond back to me with the total on the gift card you will be mailing to me?

May your Thanksgiving be filled with treasured memories,

Greg Miller

P.S.  Do you think the Cowboys will cover the spread?