I'm a HHonors Diamond memer, and I just came home from a USA trip only staying at hotels in the Hilton chain. I had Internet problems in 2 of the hotels, and it was handled very differetly:
Hilton Dan Diego Mission Valley - I never had Internet access more than 2minutes before it dsappeared. Then coming back 5-10 munutes later. This went on all my stay, impossible to use it. I complained about it and Vanessa a the front desk really did a great job. She could not fix the Internet problem, but she immediately said that they would not charge for the parking and asked me if I would accept a voucher for a free stay as a comensation. Great service.
Hilton Los Angeles Airport - Internet was down several hours in the afternoon, the time where I really needed to work. The hotel did not agree that they had any problems, but they transferred my to ATT. There they confirmed the problem, and could not say when it would be fixed. I called back to the front desk telling what ATT said. The front desk still did not admit any problems!! I said that I wanted to make a formal complaint, and the answer was "Complain as much a you want, nothing will happen"!!!! Very bad!
Hilton Dan Diego Mission Valley - I never had Internet access more than 2minutes before it dsappeared. Then coming back 5-10 munutes later. This went on all my stay, impossible to use it. I complained about it and Vanessa a the front desk really did a great job. She could not fix the Internet problem, but she immediately said that they would not charge for the parking and asked me if I would accept a voucher for a free stay as a comensation. Great service.
Hilton Los Angeles Airport - Internet was down several hours in the afternoon, the time where I really needed to work. The hotel did not agree that they had any problems, but they transferred my to ATT. There they confirmed the problem, and could not say when it would be fixed. I called back to the front desk telling what ATT said. The front desk still did not admit any problems!! I said that I wanted to make a formal complaint, and the answer was "Complain as much a you want, nothing will happen"!!!! Very bad!