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?