Hilton HHonors - Quick report - my first HHonors stay

OK, very quickly but last night I made my first HHonors reward stay at the Waldorf in London.

Property was showing full on Monday, but yesterday morning rooms came up so I nabbed one.

Checked in at 4pm and the room wasn't ready. Also no upgrade due to the hotel being full, but why allow late check outs if the hotel is fully booked? At this point I think they should have at least offered us a free coffee in the bar or something.

Advised of Gold VIP amenity - free breakfast - at check in, so a ^ for them here I suppose.

Finally got into room about 4.45pm - one of the "Executive" rooms. I don't mind the layout but the lack of a window in a 5* hotel is a bad joke.

Bill put under door early in the morning and there's a £21.xx room charge on there... Being my first reward stay I wondered if this was normal but queried it at reception. Indeed it was a 'mistake' and the charge was promptly removed.

Breakfast was the one redeeming feature, but at £22 a head it was hardly surprising that the dining room was so quiet at 8am!

All told a mixed experience. 25k of the 40k points required came from a stay 4 times promo so if you discount that and add in the free breakfast then not too bad I suppose, but you live and learn...

Finally got into room about 4.45pm - one of the "Executive" rooms. I don't mind the layout but the lack of a window in a 5* hotel is a bad joke.


:eek: I suppose, because the hotel was full, you got the converted broom closet. Still ...

So....

1) Should we have been given something for the room not being ready?
2) Should the property even "sell" those rooms
3) or should I just be pleased that I didn't pay £200 for the experience...

I think you should just be pleased that you didn't pay 200GBP for the experience. I stayed 1 night at the Waldorf=Astoria in NYC back in Jan for 40K and get in at midnight from my flight and left around 1pm and had 2 continental breakfast coupon as amenity. The room was smallish and very dark and slightly damp / musky. Amenity was the normal neutragena stuff so just chalked it up to experience and 40K... I think the rate was only $250 the night I stayed but I think I am probably willing to pay the same or a little more for something better (preferably with a 2 for 1 certificate to bring it back down).

Hmmmm.....

Just had a call from Guest Relations at the hotel. They advised me that...

1) The room I had (017 or E17 for reference) is the only one in the whole hotel without a window.
2) That notes would be made to ensure I never get that room again (but that's a bit of a joke because I don't think I'd ever go out of my way to stay at that hotel again).
3) That the reason for late check-in was the previous occupant hadn't vacated the room.
4) That they charged the previous occupant a full day rate for late check out (now that really takes the biscuit - £200 and 40,000 points in revenue for the worst room in the property)
5) That really yes they should have offered me a coffee or something while I was waiting.

There's been no element of service recovery whatsoever and sadly it's left me really quite annoyed with the Hilton group as a whole. Is it worth escalating this? To be honest i'd rather not have received the call at all from Guest Services.....

I stayed at the Waldorf Hilton in January and I did pay £200 incl. VAT for the privilege. As Gold I was upgraded to a dlx room (from the standard) on the 6th floor facing the Aldwych.

My room was nice but the longer I was there the more I started to smell cigarette smoke. Checked the hall (non-smoking floor) and no cig smoke outside. Puzzled, opened windows for air circulation but too noisy. Put on AC and smell got better. Went to sleep. Next morning room stank of musky cigarette smoke making my clothes stink. At check-out complained to Receptionist. Received a phone call from the hotel offering upgrade to Jr. Suite or £50 off next stay. I did not have to pursue the matter much so they do have service recovery. I am using the £50 off on a future stay which I was able to get for £179 incl. VAT, breakfast, and double base points, so cost goes down to £129.

Swiss Tony, perhaps you should pursue the matter? The Waldorf Hilton looks like they would do something. Good luck

I stayed 1 night at the Waldorf=Astoria in NYC back in Jan for 40K... The room was smallish and very dark and slightly damp / musky.

The NY Waldorf has a lot of those rotten, dark little shoebox rooms in nooks and crannies. I saw enough of them as a paying guest and I'm sure that's where I'd be stashed if I stayed there on an HHonors award. So I don't. ;)

Thanks for the report. DH and I are staying there in November for our anniversary, so I'll be certain to mention which room I do NOT want!

Erin