Hilton HHonors - Response to a Doubletree Survey..

Just wanted to share that I got a survey about my recent stay at a Doubletree. Below is the letter I sent with it.

"January 16, 2002

Dave Horton
Senior Vice President – Brand Management
Doubletree Hotels

Subject: Survey on stay at Santa Barbara “Fess Parker” DoubleTree Inn

Mr. Horton,

The survey you sent asked for additional comments and stated that “your comments are important to us”. As you can gather from my comments about my stay, I was less than pleased, with my stay at the Fess Parker DoubleTree Inn. Specifically, the complete and utter lack of any recognition of an HHonors Diamond level member. And yes, I did show my HHonors card.

I have enjoyed, extensively, the benefits of being a Diamond member at many Hiltons, and Hilton family members. These benefits almost always include an upgrade to a Suite, breakfast coupons, access to the conceirge lounge, and often some kind of welcome amenity. I specifically have the highest praise and loyalty to the Los Angeles Airport Hilton, the Palmer House Hilton (Chicago), and the Point Hiltons of Pheonix.

I have the luxury of being able to select my lodgings, and do so, often by brand loyalty. My stay at this DoubleTree was no exception. I booked there because I was am HHonors Diamond member. I was informed at check in, that it was the policy of that hotel to “never” offer a suite upgrade, also, that they do not offer the breakfast benefit, even though I explained that it was a benefit of HHonors. It was stated that I was already “upgraded to a very nice room”, the verbatim same room type that one of my team members who is not a Diamond member stayed in (upgrade?!).

Normally, this wouldn’t bother me, but I was informed that they were at a 40% occupancy and that business had been down since the tragedy. This frustrated me, especially given that lack of people traveling, that supposedly your “most important travelers - the Business people”, can’t be offered some sense of brand loyalty. This last fact is critical, especially since this property is very expensive, given what it offers compared to other local properties.

Now, to the question of “would I stay there again”, I answered No. Why? No recognition of those of us who travel for a living. Maybe this hotel doesn’t want or need us for their survival. To that end, My team and I will be back in Santa Barbara the 28th of January through the 31st. 18 room nights will be booked elsewhere. Over the 2002 calendar year, if all goes as planned, as many as 100 – 400 room nights could be booked, depending upon a potential sale in the Santa Barbara area.

I strongly suggest someone from corporate educate this property as to what it means to be a member of HHonors.

Regards,"

FYI,

In less than an hour after posting this. I received a fantastic response from our friends at the HHonors center asking to help and apologizing.

Now, that's what I call customer intamacy! I'll drop a response after resolution.

Sorry about your Doubletree stay and glad you received something back from HHonors. My experience with three Doubletree stays last year was if at all possible never book them again, I still believe Hampton’s are the crown jewel of the Hilton family. See http://www.flyertalk.com/forum/Forum57/HTML/002356.html for my worst stay of last years over 160 nights in motels. I have never received any response from Hilton over a post, but in the past any direct contact I’ve had has been handled promptly.

The next morning after my post here, I got a call from the GM of the property! Very apologetic and I WILL be staying there again next week. I'll report on that visit too.

I was very IMPRESSED by Hilton Honors monitoring this list and taking care of the situation. It was a little sad that it couldn't be resolved at the front desk at check in or check out, but the issue was certainly resolved after the fact.

My kudos and thanks to those from Hilton that monitor this list!

Consider yourself lucky DL Plat. I complained on these very same boards, and to corporate, over a stay at the then Baltimore Hilton earlier this year.

I didn't hear boo from anyone, but then times were different then, so I guess I didn't count. I've moved to Starwood, made platinum, and am very happy.

Guess your account is big enough to allow you to get some satisfaction. As your treatment does not appear to be an error, but the policy at the property, the rest of us may not be so lucky.

As to other non complying properties, both within and without, the Hilton system, no real resolution or satisfaction can be had until WE STOP the practice. Allowing Hilton of the hook, without a pledge that anyone staying at that property (and all others) will be compensated when shortchanged by the programs in place, is less that useful to that end in my opinion.

see, i had a great experience at the Fess Parker DoubleTree. and i'm a lowly Gold.

however, my troubles have usually been HGI properties, and the narsty SLO Embassy Suites.

Hampton and most Embassy Suites have failed me never; my mom SWEARS by Hampton and says she always gets the best treatment for her buck there. i kind of am partial to DT properties, but this is sliding. (Except the one in Lowell, MA, which gave me extra cookies at checkin because they thought i was gonna faint. http://www.flyertalk.com/forum/smile.gif )

One of my worse stays was at a Homewood. I wrote a letter, sent their valuation sheet in and wrote about it on this board.Result?Nothing.

I stayed at the Fess Parker a few years back, before they were affiilated with HHonors, so no status considerations, but IMHO a great hotel. We were put in a very nice room away from the main building, just a quick walk across the road to the beach. http://www.flyertalk.com/forum/smile.gif

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by jabez:
One of my worse stays was at a Homewood. I wrote a letter, sent their valuation sheet in and wrote about it on this board.Result?Nothing.</font>

I was disappointed at one of the SEA Homewood Suites. I mentioned it at check-out and the nice girl said "No charge, sir". They have a 100% satisfaction policy the same as Hampton Inn.

MisterNice

Just realized that I never posted my follow-up on the next vist to the Doubletree in Santa Barbara:

Obviously the GM went to great lengths to explain to his staff about the HHonors levels. Checkin was excellent. Room upgraded and full breakfast included. All in all, an excellent stay, just the way it should be done for Diamond members.

As an FYI, they have a "steak" joint on property called "Rodney's" that is one of the best steak restaurants I've ever eaten at and I've been to the Ruth's Chris, Mortons, Capital Grill, Etc, it was simply fabulous!

DL Plat, I am a bit confused. How did they make up for shortchanging you? Are you saying that you had a return trip and they got everything right on the return trip?

I had a bad experience (plumbing problem) at the Doubletree in Tallahassee during a college football weekend. The hotel was fully booked and the manager on duty was not helpful. I wrote to DT corporate requesting a 50% refund expecting them to give me a voucher for a free nights' stay. They surprised me and gave me the cash and an apology.

Just stayed at Fess Parker Double Tree Santa Barbara and was very unhappy with my bathroom..seems i am spoiled and expect big soaking bath tubs....to my delight after my first night i was upgraded to a huge suite with a bathtub that could have fit everyone behind the front desk! They did a good job of turning a bad vacation stay into a nice time. thanks angie? angela?