Complaining to Hilton Hotels - anyone have contact details please.

[Ariautec]

I've complained to the hotel with no response. I have requested a complaints policy to no response.
Any ideas of how to complain beyond the hotel?

Thanks

Twitter?

Yes, I don't use it though....

There's a help form - have you tried this?

help.hilton.com/s/contactsupport

Yes, I don't use it though....

You can choose to if it helps get your complaint heard

I have always had a good result from emailing the CEO of a company direct. One of his team will reply usually fairly quickly.

He is an American businessman - would that be of interest to his team, one customer of one London hotel. Happy to try but possibly overkill?

I want a complaints policy so that I can follow it.

Thanks so much. Will try that.

Do businesses have complaints policies?

It's hard to know what the best thing to do is as it will depend on the nature of the complaint, making a twitter account takes about 10 seconds so no reason not to try that route

In my experience CEOs have a separate complaints team that deal with emails quickly. Even quicker than setting up a Twitter account.

Wasn’t the Metropole was it?

I have used this form before twice in the past 3 years (I stay at Hiltons a lot) and in one instance, they gave me most of my points back (it was a points stay) It was fairly clear that the member of staff who was abusive had previous form for it. I think it took a few weeks to get a response though. In another case I did not get a response, but looking back now, I had changed my email address in real life, but had not yet updated my HH profile - so I suspect that they may have emailed my old address - so make sure your details are up to date. Screen shot your form too as I don't think it emails you a copy of it (just in case you need to follow up with a second complaint). I didn't bother about following up, I had calmed down by the time I got home, and just chalked it up to bad luck. Incidentally, their chat line is beyond hopeless so don't go down this route. You end up doing all sorts of repeated confirmation that it is you, they ask again and again for details - despite you putting them in a couple of messages earlier, they don't seem to read or understand your issues, and then they just refer you to somewhere else, usually somewhere you have already been so you end up in an eternal loop.

I used the contact support form after an unsatisfactory stay at a hotel in Aberdeen and was refunded in full after first contact.

A lot of Hiltons are franchises check this out if they are they’ll just refer them back to them

The UK CEO is listed on Linked In.

Lots of great information, thank you all!

Try these:

[email protected]

[email protected]