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Which is the better route on complaining about problems with a hotel stay?....
Posted on 12/19/16 at 8:35 am
Posted on 12/19/16 at 8:35 am
Do you try and contact the hotel directly or go through the normal corporate communications channels?
I had a bad situation five years ago at the Windsor Court and I sent an email to the GM and he called me immediately and went above and beyond to make things right.
This weekend we had a shitty situation at a Hilton property. I dug around a little and couldn't find a good contact for the property, so I just logged into my Hilton Honors account and did a review and put my complaint in the comments section.
Waiting to hear back, but I'm expecting/hoping they give me some points for my troubles.
I had a bad situation five years ago at the Windsor Court and I sent an email to the GM and he called me immediately and went above and beyond to make things right.
This weekend we had a shitty situation at a Hilton property. I dug around a little and couldn't find a good contact for the property, so I just logged into my Hilton Honors account and did a review and put my complaint in the comments section.
Waiting to hear back, but I'm expecting/hoping they give me some points for my troubles.
This post was edited on 12/19/16 at 8:38 am
3
Posted on 12/19/16 at 9:32 am to notiger1997
Hilton leaves a lot to be desired in the complaint department but sometimes a complaint to their mainline will lead to the hotel manager contacting you to see what went wrong.
Posted on 12/19/16 at 10:55 am to notiger1997
If you are a Hilton diamond, you could call the diamond desk. Those people are pretty competent.
Other than that, I would first email the GM. Then I would call and email customer service and CC the GM.
Other than that, I would first email the GM. Then I would call and email customer service and CC the GM.
Posted on 12/19/16 at 11:25 am to AmeriKop45
I am diamond. Thanks for the info about calling them direct
Posted on 12/19/16 at 8:55 pm to notiger1997
What happened? I mean why would you not have the front desk fix it for you or the manager on duty if it was so bad? I'll be honest, I don't really understand if the situation is behind you why you feel the need to be further reimbursed?
Posted on 12/19/16 at 9:39 pm to baldona
quote:
I mean why would you not have the front desk fix it for you or the manager on duty if it was so bad?
Perhaps it was a situation that could not be corrected.
Posted on 12/19/16 at 10:21 pm to Maniac979
edited to take out useless details
This post was edited on 12/21/16 at 12:17 pm
Posted on 12/19/16 at 11:08 pm to baldona
quote:
I'll be honest, I don't really understand if the situation is behind you why you feel the need to be further reimbursed?
I didn't take a job traveling so I could get walked all over by poorly trained and/or managed staff. Nor am I loyal to a specific brand just for good feelings.
Posted on 12/20/16 at 7:24 am to Golfer
I had a big problem with hyatt zilara in Cancun. That particular hyatt is privately owned, as I was told. The GM did nothing to fix my problem other than upgrade my suite. I was EXTREMELY unhappy, as I had paid an extra 65 upon booking for a limo that never arrived. I would have even been happy with their lincoln navigator, but upon arrival to airport there was NO ONE there to pick me up from hotel. I waited for over an hour, with multiple cabbies calling the hotel and translating for me, until I finally got in touch with the GM (Tipped cabbies for this, they really went out of their way for me and possibly lost a fare).
After I got back home I researched and found the email of the VP of customer relations, and sent him a detailed email with my back up of being charged originally, then having to pay again, one of his assistants called me the next day and made things right. I had a similar issue when I was yelled at by a flight attendant on AA for not wanting to sit next to an overweight gentleman, after having my seat upgraded, and CHOOSING to take the shittiest seat on the plane to get away from him, also worked. Either find the VP of your loyalty program, or the VP of customer relations and shoot them an email. Worked both times for me. Make sure to be courteous, and explain that you have already tried the formal complaint process to no avail. Tell them how you have been a loyal member of X Hotel and have never had an issue up until this point, etc. It will work. If you need help with research of the email, let me know.
After I got back home I researched and found the email of the VP of customer relations, and sent him a detailed email with my back up of being charged originally, then having to pay again, one of his assistants called me the next day and made things right. I had a similar issue when I was yelled at by a flight attendant on AA for not wanting to sit next to an overweight gentleman, after having my seat upgraded, and CHOOSING to take the shittiest seat on the plane to get away from him, also worked. Either find the VP of your loyalty program, or the VP of customer relations and shoot them an email. Worked both times for me. Make sure to be courteous, and explain that you have already tried the formal complaint process to no avail. Tell them how you have been a loyal member of X Hotel and have never had an issue up until this point, etc. It will work. If you need help with research of the email, let me know.
Posted on 12/20/16 at 10:00 am to notiger1997
quote:
Got downstairs and it was a complete cluster fck in the lobby with people waiting for their cars.
What did you expect them to do? Given they should of told you immediately that they were very busy so you knew what was going on but I don't understand what you want in a refund? Your parking money back?
Posted on 12/20/16 at 10:04 am to Golfer
quote:
I didn't take a job traveling so I could get walked all over by poorly trained and/or managed staff. Nor am I loyal to a specific brand just for good feelings.
Ha, I mean I understand but that's being ignorant. So are you going to go complain to your boss or corporate that your hotel is treating you below what you'd expect so they need to change brands? What percentage of people are 'diamond or platinum' members simply because that is who their company uses and not by choice? 90%?
Posted on 12/20/16 at 10:36 am to baldona
quote:
So are you going to go complain to your boss or corporate that your hotel is treating you below what you'd expect so they need to change brands?
You're missing the point. I'm not advocating that a brand be changed, I'm advocating that the service be held to the standard of the brand.
Posted on 12/20/16 at 11:07 am to Golfer
quote:
You're missing the point. I'm not advocating that a brand be changed, I'm advocating that the service be held to the standard of the brand.
I completely understand and get that, and if there is one or two employees that clearly failed in that aspect with the OP's scenario I would agree.
So my question is if an entire hotel lobby is busy and all employees are busy thus you get slow service, how does that correlate to a dollar figure refund?
Posted on 12/20/16 at 12:49 pm to baldona
There was a complete customer service failure multiple times through the process.
For starters, the number of booked rooms and vehicles parked is not a guess. Valet should have adequate staff based on these numbers.
The valet desk should never ring busy. And if the front seat says they will handle it. They should do so, especially for a HVC.
And he's looking for points compensation. Not a refund.
For starters, the number of booked rooms and vehicles parked is not a guess. Valet should have adequate staff based on these numbers.
The valet desk should never ring busy. And if the front seat says they will handle it. They should do so, especially for a HVC.
And he's looking for points compensation. Not a refund.
This post was edited on 12/20/16 at 12:51 pm
Posted on 12/20/16 at 12:52 pm to baldona
They could start by hiring enough staff to do their jobs.
We we're in a separate building from main building and the valets basically forgot about our side.
The front desk lady had to go to the main lobby to bitch at them to send over some help.
I'm not expectng much, but throwing some points my way would be nice.
We we're in a separate building from main building and the valets basically forgot about our side.
The front desk lady had to go to the main lobby to bitch at them to send over some help.
I'm not expectng much, but throwing some points my way would be nice.
Posted on 12/20/16 at 6:32 pm to notiger1997
Happy report that Hilton contacted me and refunded me my parking charges. I wasn't expecting that, so it's a nice treat. 
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