Hilton HHonors and its Best Rate Guarantee department have traditionally been quite good at replying to emails sent.
This is, however, no longer the case. Instead of getting a reply to Diamond query within couple of hours, you may now have to wait a week or longer.
A friend of mine (Hilton HHonors Gold member) sent feedback for his previous stay at Curio Collection hotel and it took more than a week to hear back that it had been forwarded to Guest Assistance.
When I sent a reply to Hilton’s Best Rate Guarantee department that they had received at 1:31PM on Wednesday last week, it took until 2:09PM ET yesterday to get a reply (7+ days).
I contacted Hilton’s press department regarding this unusual delay of getting back to Gold and Diamond members and got a reply that they were glad that I brought the issue to their attention (whatever that might mean).
Let’s hope that Hilton get its act together and starts soon replying to emails as expediently as they used to do. Otherwise, I need to get back to start calling them and wasting more of mine and their time compared to just sending an email.