I travel every month to Lompoc, CA for business. This involves an overnight stay, which I usually book at the Embassy suites. At the direction of my boss, I joined the Hilton Honors rewards program to accumulate points during each of my stays. So far, being in the program really has only meant that my profile information is saved on their website and that it's easy to re-book the same hotel with my same preferences and credit card information. On the website, I can also view what they call an "efolio" (which is a form of the bill). Since this expense is reimbursed by my company, I always need a receipt or total bill detailing the charges for my stay. For several months, I received a copy of my bill stuffed under the door on the morning of my check-out day without a hitch. Recently, I received no such bill and inquired at the front desk. The associate and desk manager told me that since I booked my room and pre-paid online, they could not access the total bill and that I would have to contact the Honors program. After several calls to several uninformed representatives at the Honors hotline and several emails in which I was politely given the run-around, I was told to contact "Net Direct". The apparently magical Net Direct people are only available for limited business hours in the central time zone. After trying to get a copy of this one little bill for over a month, I have finally received what I need.
I am just so disappointed that no one seemed to...1) know why I have received the statements before without a problem but couldn't at this time, 2) know who to contact to get this statement, 3) care about customer service or customer retention. Now since this isn't directly the fault of the hotel in Lompoc, which I haven't had a problem with itself, I am hesitant to say that I would never stay with them again. In the past, I haven't had a problem with a Hilton hotel either. So, I'm left wondering how I avoid this problem in the future. In the mean time, you can bet that my patronage of all things Hilton will be on hold.