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Hilton won’t honor promotion
Hello, I’m hoping someone can provide me with a solution to a very difficult situation.
Hilton ran a promo for two free Hilton nights when you sign up for Directv service. I signed up March 16th – 164 days ago, and still do not have the free nights. I’ve called monthly since the end of April, dozens of phone calls, hours on the phone, private messages on Facebook, emails, etc. Each company claims it is the other’s fault, and neither is willing to resolve the issue. Directv says it’s not our issue, that they simply cannot issue a certificate for a hotel room since they don’t own the hotels. This makes sense to me. But Hilton tells me that the certificates come from Directv.
The worst part is that I can never really speak to an actual decision maker; someone from promotions or marketing or any department that can actually make something happen. I get call center people that simply “open a case” and tell me to be patient. I’ve been waiting 164 days – my patience is gone.
Does anyone have any real contacts at Hilton that can actually make decisions and honor their commitment? I’m just so frustrated.
Thanks for any help you can provide, and also thanks for letting me vent here. Enjoy the weekend.
Welcome [USER=2257]@Marybart[/USER] – Chris Elliott and his team have done a great job of compiling company contacts for lots of different types of businesses. Here’s the page for Hilton:
I’m almost certain this is the fault of DirectTV, or the company they outsourced this promotion to. I would push there as well.
It makes sense to me too, Tiffany. But they are insistent that they cannot send me the certificate. They said this decision comes from “the office of the President”, which upon a little digging I have discovered is not really what you think – it’s just another department with a little more authority than the call center. Can’t believe a company can just not honor their contract, and I really have no recourse that I can see.
Did you consider writing to Chris Elliott and his folks? Their job is consumer advocacy. It can’t hurt and who knows, maybe they can help.
Have you considered publicly raising the issue via social media? I would suggest using [USER=184]@MidSouth Skier[/USER]’s suggestion too.
[QUOTE=”MidSouth Skier, post: 20316, member: 184″]Did you consider writing to Chris Elliott and his folks? Their job is consumer advocacy. It can’t hurt and who knows, maybe they can help.[/QUOTE]
I will try this, thanks for the tip.
[QUOTE=”Gaurav, post: 20318, member: 79″]Have you considered publicly raising the issue via social media? I would suggest using [USER=184]@MidSouth Skier[/USER]’s suggestion too.[/QUOTE]
I did post on both Hilton and Directv’s Facebook pages, and got immediate responses back asking me to continue via private message, which I did. This, of course, led to opening yet another “case” or “escalation” which has not been successful. I am reluctant to go further with social media, preferring to just reach the right person to fix this. I am still convinced that the problem is not getting to the right person.
[QUOTE=”Marybart, post: 20326, member: 2257″]I will try this, thanks for the tip.[/QUOTE]
Just an update: after reviewing Chris Elliott’s FAQ’s, I understand that he needs lots of proof of correspondence like emails, in order to properly mediate any dispute. Sadly, the first several months of my contact with both companies was via phone, so I have no written record aside from my own notes, which I doubt would count as proof. So word to the wise: get it in writing! Lesson learned for me.