Wednesday, November 21, 2018

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

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


Greg Miller

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

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


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