Hilton HHonors - What should I do about a bad experience with Hilton?

I stayed at many Hitlon family hotels and never had a bad experience until yesterday.

i've been a hilton gold since 2009. Here is my story and any advice would be appreciated.

We had to rush to leave to see my brother in the hospital and we made a call to the Hilton reservation on my Gold card. After speaking to a agent to find a hotel near the North Hills Hospital. and giving her the zipcode/address. We told the agent that it was a family emergency not a vacation time or business trip. We were given a higher room rate at a Hilton garden Inn for 149.99 After telling the agent that we didnt care and it was a family emergency, we got a reduced rate of 99.00. After booking the room and getting the info from the agent. We arrived at the hospital to see my brother and staying for while. We decided to go ahead and check in. after trying to find the hotel, we realized the first agent gave us a hotel that was way out of the way in a different city not Hurst, Richland Hills or Fort Worth but booked it in Dallas near Love Field. After calling and being on hold for 15 mins, we told the agent what was happening. He apologized and did not know why the other agent did that. He found us a Hampton Inn near the hospital and would not honor the original rate we got a rate for 129.99 and 99.00 for the stay. I was not happy about that since it was not our fault the first agent screwed up

After arriving the hotel and getting our room at a very late time. I took my shoes off and stepped in a wet spot around the air conditioning and making my socks all wet. I was not very happy about that. I was too tired and stressed out to make a complaint.

When we were getting ready to check out on the second day, we went downstairs to eat breakfast before going back to the hospital and after eating and walking back to our room on the 4th floor, the room key did not want to open the door. We had to walk back to the elevator and walk back to the front desk. The front desk person took our key and did something with it. She said it'll work now. After walking back to the elevator then all the way down to our room. Guess what! the key still did not work. We had to WALK back to the elevator and back to front desk. Now there were some people in front us now so we had to wait again where our time SHOULD been waiting at the hospital, not at the front desk. After telling the desk agent, the card did not work. She coded in the number and walking back to the elevator and back to our room. We finally got in and got our stuff and leave for the hospital.

So what would the best way way to deal with this?

Personally I'd forget about the hotel location error and focus on the fact that the room was sub par. The $30 difference is not all that much and with the rush and urgency of the situation mistakes can be made. Sounds like the 2nd representative did a good job at getting you into a hotel that is more appropriate to the Hospital.

The room was ...... and comping you some points is appropriate.

You're frustrated and those few extra minutes would have provided you more time with your brother but in reality isn't all that bad.

Hope your brother recovers well. Send in a complaint about the squishy room and move on. You'll live longer.

I stayed at many Hitlon family hotels and never had a bad experience until yesterday.

i've been a hilton gold since 2009. Here is my story and any advice would be appreciated.

We had to rush to leave to see my brother in the hospital and we made a call to the Hilton reservation on my Gold card. After speaking to a agent to find a hotel near the North Hills Hospital. and giving her the zipcode/address. We told the agent that it was a family emergency not a vacation time or business trip. We were given a higher room rate at a Hilton garden Inn for 149.99 After telling the agent that we didnt care and it was a family emergency, we got a reduced rate of 99.00. After booking the room and getting the info from the agent. We arrived at the hospital to see my brother and staying for while. We decided to go ahead and check in. after trying to find the hotel, we realized the first agent gave us a hotel that was way out of the way in a different city not Hurst, Richland Hills or Fort Worth but booked it in Dallas near Love Field. After calling and being on hold for 15 mins, we told the agent what was happening. He apologized and did not know why the other agent did that. He found us a Hampton Inn near the hospital and would not honor the original rate we got a rate for 129.99 and 99.00 for the stay. I was not happy about that since it was not our fault the first agent screwed up

After arriving the hotel and getting our room at a very late time. I took my shoes off and stepped in a wet spot around the air conditioning and making my socks all wet. I was not very happy about that. I was too tired and stressed out to make a complaint.

When we were getting ready to check out on the second day, we went downstairs to eat breakfast before going back to the hospital and after eating and walking back to our room on the 4th floor, the room key did not want to open the door. We had to walk back to the elevator and walk back to the front desk. The front desk person took our key and did something with it. She said it'll work now. After walking back to the elevator then all the way down to our room. Guess what! the key still did not work. We had to WALK back to the elevator and back to front desk. Now there were some people in front us now so we had to wait again where our time SHOULD been waiting at the hospital, not at the front desk. After telling the desk agent, the card did not work. She coded in the number and walking back to the elevator and back to our room. We finally got in and got our stuff and leave for the hospital.

So what would the best way way to deal with this?


I suspect a couple of things happened. In the Dallas area almost everything is 30-40 minutes apart.

So, when booking the first 'special' rate for you, the second hotel (a completely different hotel) did not have the same rate available.

I know you were inconvenienced, but even if booking this hotel first, it's unlikely your $99 rate would have been found. Therefore, there may not be anything you can do about that.

As far as the wet spot from the A/C, I know many things would probably upset under your circumstances. However, this is not something most people would complain about (unless your were injured or something was harmed or the wet spot was something other than a small wet spot).

As far as the room keys not work, well, this is something that happens quite often. It could be caused by many things including if you had them close to credit card or anything magnetic (but could be other causes as well).

So, again, although it's an inconvenience and you really didn't have the time, it's not really something most people complain about.

If the 1st agent booked within the zip code or whatever info. you gave them, I really am not sure you have much (if anything) to lodge a complaint or ask for any compensation.

You could call them to let them know you are unhappy, but honestly these types of things are better taken care of before you leave the hotel. (and as stated before, I just don't see any major complaints here, other than your 1st location----- and theres not enough info. given above to know if that could stand alone as a complaint.)

If the room was sub par, you could have asked the hotel to move you to another room, but if you never let the hotel know you were unhappy, there was not much they could offer (without knowing).

Sorry. Hope your brother gets to feeling better.

We had to WALK back to the elevator and back to front desk. It's a little late now, but you should've called the front desk and asked the shuttle driver to pick you up.

I agree that the whole complaint should be focused on the bad service at your second hotel. The incorrect initial booking is unfortunate, and you certainly had a lot on your mind, but I would still have checked the confirmation (they sent you an email, right?) to verify the correct location. Not your fault, I realize, but clearly a communication breakdown occurred in that original call you made to HH Gold.

It's a little late now, but you should've called the front desk and asked the shuttle driver to pick you up.

I had similar issues at a Hilton Garden Inn. The front desk agent comped me dinner at the hotel restaurant without my asking. Then, I got back to my room and found that the coffeemaker didn't work. I chose not to complaint until the next morning. The am front desk agent brought me a cup of coffee and gave me a Starbucks gift card for my inconvenience.

That was outstanding service from the Hilton Garden Inn!!!

I agree that the whole complaint should be focused on the bad service at your second hotel. The incorrect initial booking is unfortunate, and you certainly had a lot on your mind, but I would still have checked the confirmation (they sent you an email, right?) to verify the correct location. Not your fault, I realize, but clearly a communication breakdown occurred in that original call you made to HH Gold.


The reservation was booked from a phone while we were driving on the way up to the hospital from Houston so there was no email

Hampton has a satisfaction guarantee. To quote:


100% Hampton Guarantee®
Friendly Service, clean rooms, comfortable surroundings, every time. If you’re not satisfied, we don’t expect you to pay.. That’s our commitment & your guarantee.. That’s 100% Hampton.

You should have dealt with your dissatisfaction prior to leaving the hotel.

I have my own "should I complain" question...

Last weekend my sister was married just outside of Boston and blocked rooms at a Marriott property. I found a near by Hampton Inn and for obvious reasons wanted to stay there. Because we were not going to have a car, I called the hotel and asked how we could get to the other hotel, explaining why I needed to get there and why we wanted to book at the Hampton Inn. We were told there would be a shuttle and they would make an exception and take us to a different hotel, so we booked at the Hampton.

We arrive to check in and ask about the shuttle only to find out that it does not run on the weekends! So we had to take a cab at $15 per ride..

Would it be worth complaining?

I have my own "should I complain" question...

Last weekend my sister was married just outside of Boston and blocked rooms at a Marriott property. I found a near by Hampton Inn and for obvious reasons wanted to stay there. Because we were not going to have a car, I called the hotel and asked how we could get to the other hotel, explaining why I needed to get there and why we wanted to book at the Hampton Inn. We were told there would be a shuttle and they would make an exception and take us to a different hotel, so we booked at the Hampton.

We arrive to check in and ask about the shuttle only to find out that it does not run on the weekends! So we had to take a cab at $15 per ride..

Would it be worth complaining?

No. You are complaining because about a big exception that was going to be made for you (taking you to ANOTHER hotel company!) and the hotel was unable to go above and beyond. That has nothing to do with their service.

Well, you could try this for now:

https://www.hiltonhhonors.com/WebCase/PostStayCase.aspx

with people complaining about such things as the key not working (maybe due to being close to a credit card or whatever), small spots on the floor and coffee makers............no wonder the programs are becoming more devalued.:(


I am sure I could walk into any hotel and find some small thing to complain about every single trip. But, I don't and neither do many. These are places of business. And, although 100% satisfaction is guaranteed from Hampton, it doesn't mean you may not find some tiny thing out of order.

I understand calling the front desk to let them know about something not working (like the coffee pot), and I agree it was above and beyond for HGI with their service. However, if all expect some sort of compensation for every tiny inconvenience the devaluation of these programs (not just Hhonors, but all companies) will continue to plummet. In my opinion, you call the front desk to get it fixed, not immediately wonder what they owe you for the inconvenience.

In my opinion, you call the front desk to get it fixed, not immediately wonder what they owe you for the inconvenience.

But what do you do when you call the front desk and they hang up on you ???

I had it happen recently, not once but twice in a row by different clerks.

Had to go down there to get maintenance to take care of the issue.

Bob H

So what would the best way way to deal with this?

1. Wrong hotel booked. The agent who booked you may have been as unfamiliar with the area as you were. He tried to get you a good rate, and did. As others have posted, that good rate was not available at the property you eventually stayed at. If the agent had known the area and offered you the property you stayed at, you would have had to pay the price you paid.

2. Air conditioner wet spot. Things happen in rooms. You can request another room if it bothers you enough.

3. Card doesn't work, get it reswiped, still doesn't work. Part of the hotel experience - I have had this happen more than once, at more than one hotel chain.

I agree with others that the stress of this situation probably made you less able to "roll with the punches". Life is too short to fret about the small stuff. The important thing is that you got to be with your brother. I would just forget this stuff.

Sometimes it is not possible to make everyone happy.

I agree with others that the stress of this situation probably made you less able to "roll with the punches". Life is too short to fret about the small stuff. The important thing is that you got to be with your brother. I would just forget this stuff.

^

But what do you do when you call the front desk and they hang up on you ???

I had it happen recently, not once but twice in a row by different clerks.

Had to go down there to get maintenance to take care of the issue.

Bob H


Then a trip to the front desk to speak with the manager is in order.

If they said something like, "we will have a maintenance person right there" and then hung up (this might not be the best way for them to handle it either, but it might be a communication barrier or simple lack of education :p). But, if they said nothing and just hung up, I would speak with the manager.

I had my A/C unit to go out recently in my room (had 2 rooms and the one next to me was fine). Unfortunately, it took them half the night to get someone there and get all the units fixed that were affected.:td:

I did not ask for compensation. Instead, I thought, OMG, poor hotel staff dealing with this issue and how many people were probably running to the front desk to get their room comped and additional compensation.:D

Maybe I am a little more tolerant, but travel is travel and very rarely does absolutely everything go perfect from the airport, to the car rental, to the hotel and restaurant service while there.

Then a trip to the front desk to speak with the manager is in order.


I did not ask for compensation. Instead, I thought, OMG, poor hotel staff dealing with this issue and how many people were probably running to the front desk to get their room comped and additional compensation.:D

.

The issue was solved for the night, but...

I sent a polite complaint in through Hilton channels after I got home...and it reached the manager and I got a response, but I'm not sure the manager did anything about it or even cared.

Bob H

The issue was solved for the night, but...

I sent a polite complaint in through Hilton channels after I got home...and it reached the manager and I got a response, but I'm not sure the manager did anything about it or even cared.

Bob H

Well at least you got to voice your concern. ^

Most of the time, I chalk these types of things up to just another travelling experience. It's really not worth the stress and I find myself way to busy to babysit everyone who is not doing their job properly.

I am impressed! I sent out an email and got this response from the hotel manager

Dear Mr. Tantuti



I was sorry to hear that you encountered a problem with the Hilton Reservation System. You omitted to advise the rate originally quoted at the hotel that you were previously booked with so I cannot comment upon their rates. I do, however, set the rates for my hotel here in Hurst. The rates charged on the reservation were the rates for a one or two night stay without a corporate contract or other discounts. We do however have an understanding of your problem when you are faced with an emergency situation at short notice. Without prejudice, I have adjusted your rates to $89 per night for the two night stay. You should see a refund to your credit card account of $56.50 within the next few days. I have sent a copy of the adjusted folio to your e-mail address.

I do not understand why people ask for advice and then it is ignored. Just remember karma, if you use your goodwill complaint up on this, then Hilton may not be as understanding the next time, or when you really need it. Just my two cents. Glad they did something for you,but they definately did a lot more for you then other places of business would have.