Aileen sent a message to Christopher J. Nassetta – President and Chief Executive Officer of Hilton Worldwide – Email Address that said:
I have an unresolved customer service issue that i continue to be frustrated with and have spent way too much time on already. I am hoping you can quickly and easily rectify this.
Ever since you eliminated the use of a pin to log on to your site I have had tremendous difficulty trying to log on - to give you my business. I am actively trying to give you my money and the online experience repeatedly fails and my efforts at using online chat since I am unable to call has not helped what so ever, just frustrated me more.
1) I tried to log on using my email for the user and what I thought was my password. Received error saying data is incorrect
2) I try another version of same password, now I also am prompted to verify I am not a robot.Received error saying data is incorrect
3) I try this a few more times, each time receiving error saying data is incorrect
4) I log in to my email to search and find my hilton honors member id
5) I enter the hilton honors member id and a possible password. this time I receive error saying data is incorrect and that I will be locked out after 5 tries (the lock out message did not appear before)
6) I try 2 more times and then opt to select the forgot password option, enter my email address and go to my email.
7) I log into my email and find the one time use message, click on the proper prompt, go to a web page where it says
Please set up a password, so I
a) enter my proper email address
b) confirm the same email address
c) enter a new password that follows the criteria of 8 characters, at least one capital,one lowercase and one number or one symbol
d) I re-entered same password receiving a green checkmark to indicate a match.
8) after submitting the above data I shockingly received this message :Hmm, your login details don't seem right. Check that your caps lock is off and try again.
Careful! After five tries, you'll get locked out.
Forgot your password? Get a new one.
9) I go back to bullet 6 and select forgot password and then go through bullet 7 and 8 - 2 more times! it should not be this hard for me to actively choose your business as a place to spend my money with so many options available.
Since I am in an all day meeting and i need to reserve a room for a client on a plane and am unable to call I opted for a live chat session - please see transcript copied below. I am still unable to log in and including this email I have over AN HOUR invested on trying to make an online reservation with my hilton honors id,
Ready to chat...
12:47 pm.
Benjamin,
Thank you for visiting the Hilton website. I see that you’ve been looking for rooms at our Hilton Long Island/huntington. How may I help you today?
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You
,hi Benjamin, i am a super frustrated hilton honors member right now
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Benjamin,
I am sorry to hear that and thank you for being our valued HHonors member.
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You
,i forgot my password and selected the forgotten password option. i went through my email and followed the prompts to create a new password. i have gone through this process - the whole process- 3x! when i enter in the new password, meeting the criteria i get the following message
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,Hmm, your login details don't seem right. Check that your caps lock is off and try again.
Careful! After five tries, you'll get locked out.
Forgot your password? Get a new one.
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,that makes NO sense since i am resetting my password through a hilton directed email for that very purpose
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Benjamin,
I understand how frustrating this could be. Let me assist you with more information.
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You
,in a world with so many hotel choices this should not happen
12:52 pm.
Benjamin,
I am from an online chat assist team and we have a dedicated team of HHonors customre care. Please contact our customer care
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You
,
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,i cannot call. im in meetings
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,this has to be able to be done online if i am going to use hilton please
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,can you assist me please
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Benjamin,
Please allow me a moment.
12:57 pm.
I appreciate your patience. As you would like the assistance online, I would suggest you to email
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I have limited access to retrieve information. Hence I had given you the number and email id.
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You
,i fail to understand why you are unable to help me as we are together right now. i have already invested a ton of time here. this is certainly not customer centric . please pass on my feedback. i have no choice but to choose another hotel organization for my reservation. thank you for your help.
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,i understand you're limited so please send this forward . thanks again.
Can you please help me quickly resolve this issue? While it may not be done in time today for what I need, this has to be corrected for next time as Hilton has been my hotel of choice for many years.
Thank you,
Aileen
