Hilton HHonors - Problem with Over the Top Resolution

I have to post this if for nothing more than the hotel manager calling me and apologizing for the three phone calls asking me what my name is, the five people who casually strolled into my room after checking in.

Here we go:

I arrived at the Philadelphia Hilton City Center and checked in. Asked for an upgrade, received upgrade to the executive floor (did I mention I am a Diamond?), went to room, unpacked clothes and started checking email.

Door opens and an attractive brunette walks in, yes she used an access card, she leaves. No problem this happens occasionally. Five minutes later the maid walks in and says I am sorry this room should be empty. Ten minutes later a couple walks in using an access card, they leave. Now I am getting upset but take it in stride as mistakes happen. Ten minutes later to the moment another couple opens the door with an access card and walks in. They leave as quickly as they enter. Less than two minutes later the bellhop opens the door and walks in with luggage. He says oh I am sorry I will be out of here very quickly. I tell him not my luggage. He leaves and said the front desk will call, I say unless I beat them. Yes I broke the cardinal rule of not locking the door, it is secure now.

Front desk calls and they ask my name. Say I am not registered. When did I check in. Who checked me in. I answer all. Almost immediately the phone rings with a second desk clerk asking same thing. I answer and say should I come down, no we have it taken care of. Another call back from front desk two minutes later, same questions and my same answers. This time the clerk says oh I see you. I said I am glad and will the phone calls and people walking in stop? He assures me they will.

Ring ring, another phone call. Immediately I am on the defensive. It is the Hotel Manager apologizing He tells me he is very sorry and wants to make it up to me and asks what I want to make it right. Wow Rolex, BMW come to mind, oh wait this is not Vegas, I only ask for a simple dinner delivered to the room.

Thanks for reading.

I have to post this if for nothing more than the hotel manager calling me and apologizing for the three phone calls asking me what my name is, the five people who casually strolled into my room after checking in.

Here we go:

I arrived at the Philadelphia Hilton City Center and checked in. Asked for an upgrade, received upgrade to the executive floor (did I mention I am a Diamond?), went to room, unpacked clothes and started checking email.

Door opens and an attractive brunette walks in, yes she used an access card, she leaves. No problem this happens occasionally. Five minutes later the maid walks in and says I am sorry this room should be empty. Ten minutes later a couple walks in using an access card, they leave. Now I am getting upset but take it in stride as mistakes happen. Ten minutes later to the moment another couple opens the door with an access card and walks in. They leave as quickly as they enter. Less than two minutes later the bellhop opens the door and walks in with luggage. He says oh I am sorry I will be out of here very quickly. I tell him not my luggage. He leaves and said the front desk will call, I say unless I beat them. Yes I broke the cardinal rule of not locking the door, it is secure now.

Front desk calls and they ask my name. Say I am not registered. When did I check in. Who checked me in. I answer all. Almost immediately the phone rings with a second desk clerk asking same thing. I answer and say should I come down, no we have it taken care of. Another call back from front desk two minutes later, same questions and my same answers. This time the clerk says oh I see you. I said I am glad and will the phone calls and people walking in stop? He assures me they will.

Ring ring, another phone call. Immediately I am on the defensive. It is the Hotel Manager apologizing He tells me he is very sorry and wants to make it up to me and asks what I want to make it right. Wow Rolex, BMW come to mind, oh wait this is not Vegas, I only ask for a simple dinner delivered to the room.

Thanks for reading.

Did none of your mystery guests stop to chat :confused:

Nope, they just bowed out gracefully.

I always say to err is human, to really screw things up it takes a computer. Talk about a computer glitch, huh?

Oh well, I think it would nice that they comped you a nice dinner. Hopefully the food was good.

Dawn

Yum yum, nice dinner and no surprise visitors. They computer was hung on my room for some reason. So far no ghosts.

And this is the reason your mother always told you to latch the door! :)

Sounds like a fun night! You should've charged admission at the door. :D

It sounds like what happened is that you were checked in, but then the desk clerk transposed the room number on your key packet and also gave you the wrong key.

The room you were actually in was showing as available and then people kept getting checked in to that room and transferred to another room.

The problem is that most hotel management systems are not integrated with the key making systems meaning the clerk chooses room "4635" in the management system and can easily make a key for room "4653" and hand it to you. A better solution would be to integrate the two systems so this doesn't happen.

Shame on them for letting it happen more than once though. When the first person came back down to change rooms the clerk should have put that room in blocked status until they could figure out what was going on.

Yes I broke the cardinal rule of not locking the door, it is secure now.

Occasionally I forget to bolt the extra lock, so I can understand leaving the door unsecured the first time. And maybe even the second time. But I gotta say I find it amazing that strangers entered your room on 4 separate occasions before you battened down the hatches. Are you related to my husband? ;) :D

At any rate, glad to hear they eventually resolved the glitch in the system. And glad to hear you were able to enjoy your meal in peace and quiet. :)

At least you were dressed (I assume) when all of these people came into the room. After one time having a maid coming in when I was totally naked, the first thing I do now upon entering a hotel room is chain the door.

At least you were dressed (I assume) when all of these people came into the room. After one time having a maid coming in when I was totally naked, the first thing I do now upon entering a hotel room is chain the door.

Dear Hilton Penthouse Forum -- I never thought it could happen to me ... :)

Dear Hilton Penthouse Forum -- I never thought it could happen to me ... :)

Well, IIRC the OP did mention that the first surprise stranger was an attractive brunette . ;)

If it happens on that many occasions such that one gets peeved which i would. I would express my disappointment and wait for an offer of resolution. Im surpirsed that you didn't ask for points or an upgrade to a suite or better suite if you were in one.

That said, the solution to such a thing requires that you go down to the desk and get your key recoded. Reason being, im aware that in certain properties, when another person gets your room on their keycard, it invalidates your card. Did your card not work after those intrusions?

cheers

I would have paid extra for the first visitor.....