Lisa Castlen sent a message to Christopher J. Nassetta - President and Chief Executive Officer of Hilton Worldwide - Email Address that said:
Dear Mr. Nassetta,
I would first say thank you for acknowledging my correspondence. To my displeasure yesterday while trying to book a reservation after having to speak with three representatives my reservation was still not made. I first was unable to log in with my Honors Loyalty #. That was corrected, once my account was reset.
My second attempt was also in need of assistance online. Advised representative already reset account but error I was receiving was that Hilton website was not responding. Once everything was explained to online chat assistance, I was disconnected and had to start the whole process over again with another representative. I did however this time was able to copy my chat conversation. I believe that this conversation was note worthy to share as to how not to treat your customers. I havent yet booked with Hilton even though I am part of a group that goes on vacation with friends and family. I am including my last conversation chat with an employee named Quinn.
End Chat
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6:42 pm.
Quinn,
Thank you for visiting the Hilton website. I see that youve been looking for rooms at the Hilton Daytona Beach Resort/Ocean Walk Village. How may I help you today?
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I havent received a response from you yet. Are we are still connected?
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You
,Hi Quinn, I was just chating with Adrian and the Hilton website keeps giving error of not responding..I was on earlier and with some who could help me with my honors password reset. when I was able to log on I could not get the offer I was shown online for 126.65 for June 9th -June 12th two people city view two queen beds and then I was disconnected. can you please help me to see why I can no longer have that rate?
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Quinn,
Hello! I understand your concern with the rate change, however we do not guarantee with same rates all the time. It is subject to change any time as we work under live inventory.
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Let me check the rates for you.
6:48 pm.
May I ask the number of adults and children traveling on this trip?
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You
,My Honors number is 538033657 and I was also using my AARP card.. My rate was 126.65 with a deposit of 159.36
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Quinn,
Okay! I understand.
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You
,2 adults
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Quinn,
Thank you for the information and for being part of Honors loyalty program and our valued member.
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Let me check the rates for you.
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You
,Thank you
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Quinn,
You are welcome.
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While I check that for you, may I ask the purpose of your visit?
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You
,We are staying with a group of friends that get together every year, a small group I believe 6 rooms
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Quinn,
I see that the rates you are looking at are already been sold out. We have the, 2 QUEEN BEDS CITYVIEW Non Smoking Room , at $150 per night as the best rates, under the, HONORS DISCOUNT ADVANCE PURCHASE , excluding taxes.
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I understand and appreciate your group stay and thank you for considering Hilton as time.
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Would you like to take the room at the rate I have mentioned?
6:53 pm.
You
,As I stated earlier the website kept not responding and per the notes and on my acct I would like the rate I was shown
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Quinn,
I understand your frustration about the increase in rates and the website issue, however the rate is no longer available.
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I wish I could help you with the rates, however we are a team of online chat support and have limited access to allow discounts.
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Would you like me to check for nearby properties with lower rates?
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You
,Im not asking for a suite or Ocean front view. Im just wanting what I saw earlier and was unable to get due to technical issues not on my part but your site
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Quinn,
Your request for the rates is no longer available as the rate and the availability are subject to change anytime.
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You
,No can you please call the Hotel and explain the circumstances to them to see if they can honor that rate?
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Quinn,
I wish I could make a call, however we do not have the necessary equipment to make calls.
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The rate wont make a difference even if you call the property.
6:58 pm.
The rates you are seeing on the website is the best rate available for your dates.
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Would you like me to help you with the propertys number?
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You
,I would have thought that being a member had more advantages than your giving me
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Quinn,
I thank you and appreciate you for being our loyal member, however as we work under the live inventory the rate is always flexible.
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I wish I could help you. We are online chat support team do not have access to allow you any lower rate.
7:03 pm
You
,Thats okay, I will be contacting Hilton to advise them of my displeasure with the circumstances that have happen. I hope you have a good night.
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Quinn,
I understand and let me help you with the number.
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You
,okay
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Quinn,
Please call the property here+1-386-254-8200.
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Would that work for you?
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You
,I guess, I dont have any other choice.
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,Thank you
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Quinn,
I understand. You can please call them and give a feedback.
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You are welcome. Is there anything else, I can help you with?
7:09 pm
You
,No
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Quinn,
No worries! Thank you for contacting Hilton and chatting with us today. Have a great day.
Due to inactivity, you are no longer connected to chat.
