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Home » Hilton HHonors » Hilton Horror Story: Why You Should Not Complain…Too Much
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Hilton Horror Story: Why You Should Not Complain…Too Much

Matthew Klint Posted onJune 2, 2017November 14, 2023 7 Comments

Compensation is a good thing, when warranted. But when you push too far, the consequences can be great.

I know most of us like to game the system where we can: it’s part of the allure of miles and points. By that I mean we will take advantage of promotions and policies that benefit us, sometimes in a way that actually makes our “loyalty” a liability and not and asset.

Let me give you example: Faster Free Nights with Hyatt. During the last recession, Hyatt ran one of the most generous promotions we’ve ever seen. Two stays at any Hyatt hotel translated into a free night certificate good for any Hyatt hotel worldwide. What did the smart people do? Check into cheap U.S. properties (and sometimes check right back out and not even enter the room) in order to amass free nights for more lucrative properties. One night at a $79 Hyatt Place plus one night across town at an $85 Hyatt House netted a free night that could be used to stay at the Park Hyatt Paris (which can run over 800EUR/night). It just made sense.

I took advantage of that promotion to stay for free at Park Hyatt properties in Beijing and Shanghai, saving literally hundreds of dollars. Gold Passport (now called World of Hyatt) paid the hotel a set amount when a customer used a free night voucher. Although the rate was discounted over what the public pays, Hyatt still “lost” money on me…it is one reason why we do not see that promotion any longer.

But I simply took advantage of the promotion. My actions were not illegal and not even unethical. I just exploited a good deal. It’s called gaming the system.

And yet sometimes we push too far.

Hilton Horror Story: The Risk of Excessive Complaints

a black and white logo

LoyaltyLobby offers a fascinating look into the mindset of Hilton Customer service. I think this reflects the customer service outlook of many hotels and airlines, and is therefore quite instructive.

A man in Poland tried to game the system. He stayed in cheap properties during lucrative point promotions and complained about roughly half his stays, receiving bonus compensation that erased much of the revenue of his stays.

Apparently a Hampton Inn outside of Krakow did not like his complaints and alerted Hilton Honors, perhaps noting that the man was likely making things up to complain about in order to score free points.

One night he noticed his account was locked. He reached out to Hilton and was told his account had been shutdown. He protested and asked Hilton to investigate. They did and found that not only did he have two Hilton accounts, but that in one account loyalty compensation represented 92% of revenue spend!

The letter ends with a very polite middle finger from Hilton:

Based on the amount of compensation that has been extended to you against the total revenue spend at our hotels, we ask that you seek accommodations at another hotel chain as it is clear that we are unable to meet your expectations.

Here’s the thing–his second account was discovered after his first account had already been shut down so it wasn’t having two accounts (in contravention of program rules) that was the reason for his shutdown. It was too many complaints.

CONCLUSION

There is absolutely nothing wrong with taking advantage of lucrative promotions or complaining. But pick your fights wisely: when you become a chronic complainer, you risk losing a lot more than the alleged service lapse you complain about.

(H/T: Rapid Travel Chai)

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About Author

Matthew Klint

Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let's Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.

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7 Comments

  1. Raffles Reply
    June 2, 2017 at 12:52 pm

    You forgot to mention that he actually had the cheek to write to LL because he wanted John to intervene to get his account reopened.

    In my experience, sadly, 75% of emails I get like this turn out to be missing a key element of the story (to put it politely).

    • Matthew Reply
      June 2, 2017 at 1:14 pm

      That too. Unbelievably petty.

  2. MeanMeosh Reply
    June 2, 2017 at 2:20 pm

    I’m a little surprised Hilton let him get by with this charade as long as they did. You’d figure the computers would have picked up on the excessive/frivolous compensation complaints long before.

  3. Frank Reply
    June 3, 2017 at 12:53 pm

    Can you have two Hilton accounts?

  4. Bruce Jett Reply
    September 25, 2022 at 9:59 am

    Since Hilton Hotels has been bought Private Equity Partners ( Vulture Capitalists), the service, the customer service, perks, decent and fair room pricing has been flushed down the toilet.
    Hilton Hotels currently nickel and dime their patrons and Hilton Honors Members with charges for breakfast, wi-fi, parking and other charges to maximize their excessive profit.
    As a Diamond Member it is disgusting and disappointing so I will definitely take my business elsewhere moving forward.

  5. Ecco Reply
    September 8, 2023 at 3:44 pm

    Run, Run, Run,
    This Is what I have to SAY…Do Not waste Ur money. This is one of the Nastest Hotels, I have ever stayed in!!!
    I have the pictures to prove it.
    Yukkkkkk

  6. Pingback: Hilton Complaints - Hilton Complaints

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