I ask because I got one recently on a stay where I was initially assigned an occupied room, and also initially not upgraded to even the executive floor as a Diamond. I gave the hotel decent numeric scores, but in the various comments did explain what problems I'd encountered. I got this note back today:
Now, I didn't consider either the occupied room or the lack of upgrade (which was subsequently provided) to be that big of a deal--certainly not something to complain to Hilton about. But I did provide the details in their survey... and it looks like they didn't even read those comments based on the response above!
Quote:
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Originally Posted by Hilton
Thank you for taking a moment to share your experience. I am pleased to hear you found the overall experience to your liking. We would like to thank you for your loyalty and thank you for your patronage. If I may be of service prior to any future stay I will be delighted to be of service and we look forward to welcoming you back to our hotel in the not too distant future.
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