MIchael Dull sent a message to Christopher J. Nassetta - President and Chief Executive Officer of Hilton Worldwide - Email Address that said:
Mr. Nassetta,
I am emailing you today as a VERY UPSET Hilton HHoners Member. A few days ago, I found that my 30,000 point had been deleted from my account. So upset and frantic, I called your 800#, only to be treated very rudely by a rep named R. Farland. Yes I raised my voice, but NEVER once used a cuss word or threaten him and he hung up on me. REALLY!?!?! No warning, nothing just hung up. As a HHoners member for many of year now, I really find this offensive, disgusting, and utmost unprofessional. I spend WAY too much money with your organization to have this kind of treatment. So when I called the 800# again today and spoke to a Supervisor who refused to provide me with her name, she provided me with another slap in the face of only offering me 5,000 points ONLY after I demanded an apology and compensation for the way I was treated. Im sorry, I DO NOT feel that is sufficient compensation. I used to work in a Call Center as a QA Admin, and that kind of behavior of hanging up on a customer is grounds for termination, but todays Supervisor told me flat out The disciplinary action is none of my business. What kind of people do you all employee?? If they have a heart beat, they get a job?? This is what YOU sir having representing YOUR company. Does this make you feel good? I am also a Travel Agent for KHM Travel Group, and do you think for one minute that after all of this , that I will recommend the Hilton Brand of Hotels to any of my clients?? I think you and I both know what that answer is dont we? I am also a Member of Marriott stay program, and I am glad that I am. I NEVER once had any issues with that chain. They know customer service inside and out, and NEVER have I needed to take time from my business day to email their CEO. I was also told today that the rep R. Farland put in the notes that I threatened him, which is a TOTAL lie. I have requested multiple times for our conversation to be pulled and listened to, and that has been refused to be done. I am not sure what kind of organization you are running, but your people are running it into the ground my friend. You need to stop, look, and listen to what is going on within your organization before it is too late and your pissed off guests go elsewhere. I know that I will share this story with my family, friends, and clients who I book travel for. I WILL BE waiting on a response from you!!
Thank You,
Michael Dull
