Hilton HHonors - HI Eagle Pass TX Rant

Just to start, I want no compensation or will NOT ask for the HI 100% Guarentee
I’ve stayed here a few times in the last month. Booked a smoking room king study for 2 nights. Arrived around 8 pm. Asked if there were any upgrades, No. Okay. Go to my room. It’s nonsmoking. Back to the desk. No smoking rooms available. Weighing my options, I just want to get to a room. Stop at the office center. Log on HH. King smoking w/ whirlpool available (so much for no upgrades). Back to the desk. The clerk said she knew it was open but didn’t know how to do an upgrade because she was new and the only one working. She makes a few calls. I can have that room but only for one night then switch back to nonsmoking for the next night. Took the room. At this point I could care less about a whirlpool.
Got into the room. TV controls don’t work, light above the sink keeps going on and off. Just go to bed! No, the phone rings. It’s the desk. I need to go down and sign more paperwork? And did I still want a room for tomorrow? It’s nonsmoking but we value your business I fill out new papers to sign. Funny thing is the rate went up $20. Signed but did not initial rate change.
Then I went to my trusty laptop and booked a Holiday Inn Express for the next night.
So much for the 6 weeks we were going to book here for our work staff for June. I’m hoping the Holiday Inn has a little better customer service. BTW no flames on wanting smoking please. Our work crew breathes way worse in the plants and then tell them they can’t smoke in their room for 6 weeks?
FWIW Room was clean & Breakfast was good. One of the better for HI. CMH the night before had hard boiled eggs as the “hot” item. LOL.

If you had planned on using this property for six weeks, for X number of people and decided not to do that based on your experience, then I would pass that information on to the hotel management.

There is no way they will know they just lost $X if you don't let them know.
I would keep it unemotional and just state the facts.
Although from your first sentence I don't know if you would want to be bothered with doing this.

I am always one for letting the business know where they failed / did poorly and giving them the chance to fix it.


Just to start, I want no compensation or will NOT ask for the HI 100% Guarentee
I’ve stayed here a few times in the last month. Booked a smoking room king study for 2 nights. Arrived around 8 pm. Asked if there were any upgrades, No. Okay. Go to my room. It’s nonsmoking. Back to the desk. No smoking rooms available. Weighing my options, I just want to get to a room. Stop at the office center. Log on HH. King smoking w/ whirlpool available (so much for no upgrades). Back to the desk. The clerk said she knew it was open but didn’t know how to do an upgrade because she was new and the only one working. She makes a few calls. I can have that room but only for one night then switch back to nonsmoking for the next night. Took the room. At this point I could care less about a whirlpool.
Got into the room. TV controls don’t work, light above the sink keeps going on and off. Just go to bed! No, the phone rings. It’s the desk. I need to go down and sign more paperwork? And did I still want a room for tomorrow? It’s nonsmoking but we value your business I fill out new papers to sign. Funny thing is the rate went up $20. Signed but did not initial rate change.
Then I went to my trusty laptop and booked a Holiday Inn Express for the next night.
So much for the 6 weeks we were going to book here for our work staff for June. I’m hoping the Holiday Inn has a little better customer service. BTW no flames on wanting smoking please. Our work crew breathes way worse in the plants and then tell them they can’t smoke in their room for 6 weeks?
FWIW Room was clean & Breakfast was good. One of the better for HI. CMH the night before had hard boiled eggs as the “hot” item. LOL.

I did inform the management. Had a good stay at the Holiday Inn Express the next night in Piadras Negras. Now to find a hotel for my crew to stay and rent cars. HI in Eagle Pass doesn't need to care because they have a large client base of US people who work just across the border on travel. It doesn't help that FEMA is here to help out with the toranado damage from a few weeks ago. Happy travels!