Matt sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
On Sept. 9th we sent you a certified letter marked PRIVATE AND CONFIDENTIAL to you, which was signed for on the 12th of Sept. in your McLean office. Despite MANY calls , we have not had a response. In a company that employs 162,000 I find it difficult to believe the excuses given to me by Melissa and Francis. Broken scanner--mail employee gone home for the day--etc.. I expected that someone would have the courtesy to respond to our letter. I trust that you would be disappointed in the inefficiency and total disregard for customer service. The situation outlined in the letter, has
traumatized my family and ruined the memories we have of our holiday because of an employee in your Paris Airport Hilton. Please read the letter..
I await your reply
Matt and Nancy