Hilton Hotels
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Serious Concern About Customer Service
Serious Concern About Customer Service (April 30 Call) On April 30 at 9:26 AM, my husband called Hilton (a 9-minute call) customer service from his own phone regarding a makeup bag we accidentally left at the hotel. The representative claimed to have contacted the front desk and said no item had been turned in. When he asked if someone found it and give to a hotel staff he assured he ask and he was told no. That specific answer didn’t feel right at all, so even we were at San Marcos, TX at that time; we decided to go back to the hotel to check by ourself. The makeup bag was there. It’s unacceptable for a customer service rep to give false updates and pretend to follow up. This kind of careless response damages trust and shows a lack of responsibility. I hope Hilton addresses this behavior to ensure loyal guests receive accurate and honest service.