Hilton exec overrules “customer service” department, helps guest

vbGot a problem with Hilton? You might get help. Then again, you might not.

Ever since the Blackstone Group’s $26 billion buyout of Hilton in 2007, getting good customer service has been a hit-or-miss proposition. Some cases are resolved to the customer’s satisfaction. Others aren’t.

I used to know most of Hilton’s executives, thanks to a first-rate corporate communications team. They made sure the channels of communication were always open between Hilton and any potential customer-service problems, much to their credit. Today, I have a queue of unsolved cases.

Is Hilton a lost cause?
Read more “Hilton exec overrules “customer service” department, helps guest”