Hilton HHonors - Disaapointed Diamond - Promises made but not HHonored!

Good Morning! Just a quick tale of disappointment and disatisfaction with the way I was treated at the Hilton Embassy Row, Washington, DC.

As a bit of background: I am Hilton Diamond with 203 nights in 2001; I own Hilton corporate stock; and spent $53,000 at Hilton properties in 2001.

My experience begins when I decide to spend the weekend in DC with my wife. We decide to bring our two obedience champion dogs with us on our trip. I then went to the Hilton website and searched for DC Hilton properties that accept pets. Two properties show up: Hilton Towers and Hilton Embassy Row. I then call the Diamond Desk and explained that I would like to stay at one of these two properties because I will have my dogs. The Diamond Desk does a great job, and reconfirms that both these properties accept pets. They find me a great rate at the Embassy Row, so I am set - right.

Due to the fact that am on an assignment in DC, I even go over to the Embassy Row the week prior to my arrival to reconfirm my reservation and let the front desk know that I will be arriving with two dogs, just to let them know, as well as determine if I will need to put down a deposit or something. I was informed that nothing was needed and that I was all set.

When my wife arrived on Friday, we checked in with our dogs and nothing was said. We went out with them several times on Friday evening and Saturday morning. Nothing was said. Then after we had showered and gotten ready to take on the day, approx. 11 a.m., I received a phone call from the hotel manager stating that the hotel does not allow pets and that I would have to leave.

I asked for assitance in finding another hotel that accepted pets. The manager called the Hilton Towers and found me a rate at $100 more than I was paying at the Embassy Row. Other than that, he provided very little assistance.

Now, I called the Hilton Reservations number and asked for their assistance. They informed me that the Hilton Embassy Row was showing on the system that they accept pets. This needs to be changed. I spent approximately an hour and a half trying to locate another property at an acceptable rate.

When I went down to check out, I was informed that I would have to pay the early check-out fee. Needless to say, I had a hard time understanding that since I was not the one breaking the contract. After a lengthy discussion, I was able to get the fee eliminated.

Also, upon check-in I was to receive breakfast coupons, since the events of 9/11 had forced the hotel to close its concierge level. I did not receive such coupons.

What I ask of you, especially if you are Hilton HHonors, is that if your travels take you to DC, boycott the Hilton Embassy Row. The service and attention to the customer is unacceptable. We need to band together to ensure that our issues are heard and addressed.

I have also written a letter to the Hilton Corporate offices and to the Hilton HHonors program. These letters express by disappointment. I plan on spending at least 200 nights on the road this year - hopefully we can get their attention.

http://www.flyertalk.com/forum/Forum57/HTML/003284.html

Check out my bad experience recently at this same hotel.

Wow! I don't blame you for being upset.

I have a trip planned to DC later this year. Needless to say, I won't be staying there.

26miles, It looks to me like it is time to move your 200+ nights in 2002 to Marriott or Starwood.

Residence Inn's are very pet friendly.

Wow, what a pathetic performance by this hotel!!!. I would also cc: the gen'l manager on all letters/corrspondence as well as making a complaint with the Wash DC BBB. The BBB investigates all complaints and include in your complaint a copy of the website (if you have it and still avail) stating the pet acceptance property.

If you can document the 51K spent in 2001, that would go a long way in getting someone to wake up at Hilton corporate. I think you might want to find out if this is a franchise (write the franchise owner) or if its a corporate hotel.

Do whatever you can to persuade them that they were completely wrong. As always the more you can document the more credible your complaint.

And this from a person who doesnt' particulary care to be near anyone's pets while on travel status. But I feel for ya

As a Diamond Hhonors member, he shouldn't have to document the $50k he spent - if Hilton cares to verify, they should just look at his HHonors account.

Sorry to hear about the bad experience.

The more that can be documented the more it leads to his credibility. When it comes time to state things that he does not have any proof of.. i.e. he went by the prior week to confirm.. he is more likely to be believed at corporate than if he didn't produce any documentation at all. He will be looked at as 1. serious 2.has his ducks lined up.. in order 3. and as someone who will carry out his threats.. as in to take his 51K to Marriott, SPG or whomever.. Just my opinion as to how I would do it if I had the same situation

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by johnndor:
As a Diamond Hhonors member, he shouldn't have to document the $50k he spent - if Hilton cares to verify, they should just look at his HHonors account.

Sorry to hear about the bad experience.</font>

Another way to get 'em where it hurts might be to write a letter to AAA -- assuming that this property is in the AAA tourbook, that is. When I had the worst hotel experience of my life at a Best Western last year, I wrote a long letter to AAA explaining why they should lower the hotel's rating. Naturally I cc'ed the hotel manager. Now I had not received much help from the hotel manager when I had notified him of various problems during my stay. But when he got my letter to AAA, he immediately sent me a long apology, an unsolicited 50% refund on my stay, and an offer for a deeply discounted future stay.

Good luck, 26miles, with getting some sort of compensation (or at least a little revenge http://www.flyertalk.com/forum/smile.gif )

Starwood will be MORE THAN HAPPY to comp your status!

Also, you could divide your nights among a few different chains and actually EARN top status with all of them (based on nights).

Kathy

Pardon my questions here, but

1) $53k and 201 nights = $264 per night. Is that accurate? Seems to be a bit high per night...

2) $53k at Diamond = about 795,000 HH points. Why on earth would you pay for a hotel room when going away for a weekend?

While $264 for a room rate seems high, when you factor in room service, hotel dining, telephone charges, etc, it doesn't seem so high. Especially if staying a foreign properties.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by MatthewClement:
While $264 for a room rate seems high, when you factor in room service, hotel dining, telephone charges, etc, it doesn't seem so high. Especially if staying a foreign properties.</font>

Not to mention the tax, which usually costs me another $10 - $15 or so per night.

Thanks for all your great responses. I spoke to the general manager of the property yesterday. Although he was apologetic, I wasn't offered a complete room comp., or even a 50% discount. He offered to pay the difference in my room charge, about $20.

Regarding my amount paid to Hilton over the past 12 months, there were many room service meals included. Also, I spent most of the summer in London @ the Langham Hilton - close to $325/night - so the $264/night average seems good to me.

Keep the advice coming!

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by 26miles:
Regarding my amount paid to Hilton over the past 12 months, there were many room service meals included. Also, I spent most of the summer in London @ the Langham Hilton - close to $325/night - so the $264/night average seems good to me.
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Wow! that's a lot!!!

I'm still curious, why wouldn't you use HH points for personal weekend? I figure if you keep this up you could buy a hotel soon...

maybe you transfer them to Airline Miles... who knows...

Thanks for the heads up on hotels' pet acceptance policies. I was surprised that a location like Embassy Row would take pets at all. Do we know whether they actually do, or did they just decide that these dogs were not for them?

As much as I appreciate hearing these reports, I have to say that I don't appreciate being asked to "boycott" a hotel (or airline, or...) because one person was unhappy about something. If you want to vote with your wallet, that's one thing, and is appropriate, but trying to extort things out of a business in this fashion does not sit well with me. I will not presume to ask or expect anyone else to deal with my issues other than me. I grant you that being inconvenienced, or ripped off (which you were not in this case, of course) is not pleasant, but it is arrogant to think that one's own problems merit "boycotts."

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by 26miles:
Thanks for all your great responses. I spoke to the general manager of the property yesterday. Although he was apologetic, I wasn't offered a complete room comp., or even a 50% discount. He offered to pay the difference in my room charge, about $20.

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Personally, that is just unsatisfactory to me. Did you ever try the BBB? I have used their website to fill out complaints and it's very convienent!

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mailto:ahfang@earthlink.netahfang@earthlink.net</A>

What about Parking? If he is in places like DC, NYC, SF, that is up to $30 per night

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by kanderna:
Not to mention the tax, which usually costs me another $10 - $15 or so per night.</font>

What would have happend if 26miles refused to leave the hotel as asked:
1. Would the hotel have had the guts to call the police department to extracate the guest?
2. Given the published pet acceptance policy, would the police have arrested the guest?
Personally, I would bet a lot of money the hotel would have backed down very quickly.

JetSetter, you've got it. You beat me to it. I would have extended my stay and then I would have invited friends with pets. Dogs, cats, snakes, monkeies, zebras...
Then I would have complained about the request. All I would have needed was a printout of the info from the web that states the hotel accepts pets. The minute the manager called I would have turned that place into a zoo. What a jerk. I'll never stay there and niether will anyone I know. Pets or not.

Let'em have it, 26!

Wow talking about being nice.

I was once at the Sheraton Plaza in Jerusalem and having a pool was very important to me and before i went i checked with the website and the platinum desk to make sure they had a pool and it was in fact open, and took note to whom i spoke to and sure enough i get there the pool is closed.

I call up the Platinum desk and tell them that the i was being given incorrect information and now as it is too late to switch hotels if they dont make amends I would have Visa cancel the charge.

Sure enough, a half an hour later 12,000 starwood points were added to my account.

The point of this is, the hotel cannot go back on its word the fact that it even thought of doing so merits compensation.

I would personally fight for you or if you want call the office of Mary Parks V.P. HHonors Marketing, or speak with Stacey Strictland (she is the manager at the diamond desk)

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by BigDaddyNic:
JetSetter, you've got it. You beat me to it. I would have extended my stay and then I would have invited friends with pets. Dogs, cats, snakes, monkeies, zebras...
Then I would have complained about the request. All I would have needed was a printout of the info from the web that states the hotel accepts pets. The minute the manager called I would have turned that place into a zoo. What a jerk. I'll never stay there and niether will anyone I know. Pets or not.
</font>

Do you know this Tweety and Sylvester cartoon in a hotel where no pets are allowed? http://www.flyertalk.com/forum/smile.gif http://www.flyertalk.com/forum/smile.gif

If you "push their buttons," i.e. challenge them to call the police to kick you out, and they actually let you stay (which they likely would). Then, you actually have less of a complaint long term and probably less recourse. E.g. if you get in an argument with them, you eventually win, then the only net result is you were hassled. And hopefully you had a little fun with it.

But, as in your case, if you leave the hotel (or actually suffer whatever the mistreatment might be) then you are actually a victim of the mistreatment, and not only were you hassled but you were subject to the mistreatment and you have more of a cause of action than if you were just hassled. Perhaps you could even sue deep pocketed Hilton? You are in a much better position to sue actually having effectively been thrown out of the hotel. Again, I think Hilton will settle this quickly and you should get some good compensation out of it. You might tell Hilton that you plan to write a letter to all pet friendly causes, publications, contact the attorney general, etc. Hopefully ou've thought of this, and would be able to answer, but why would Hilton have chekced you in and then later asked you to leave? Was there any problem at all with your pet during the stay, or with something else? Just imagine how Hilton would defend itself and be ready. I kno sometimes in cases like this, there are at least allegations that the animal somehow caused a disturbance. I'm not saying that happend, but in other cases it has. Also did you just agree to leave like that, did you challenge them at all, were they intimidating, etc. I would say with little effort this is worth $500-$1,000 in compensation, and more if you have to take it up a few steps. When you poined out to the Hilton GM its policy on pets, how did they respond? Other factors in the case?? Did your wife pressure you to just give up (its been my experience again that significant others don't like confrontation), etc. Also just for the record, I don't have pets, am not involved in pet causes, and my interest in this is largely one of Hilton not honroing its claims, etc. Also you should write to adam_burke@hilton.com and he could probably help you with a quick non-protracted fix to this. He is a VP in HHonors in CA. He has been fare and straightforward in my dealing with him, and can get the attention of local management. The other names above are good as well. So there you have a plethora of options. Plz post an update on your case.