Hilton HHonors - Hilton HHonors Diamond E-mail on Bad Service: Too Bad!

as a diamond member i receive an email after each of my stays requesting feedback on service, the hotel, etc. 90% of the time everything is fine, but the 10% of the time when it is not, I send an email that provides specific details of what did not meet my expectations.

i recently completd an email survey for the hampton inn in salt lake. I indicated that I was disappointed that the maid did not visit my room and when i returned from a long day of business (at 10pm) my room had not been cleaned/bed made, etc.

well, a couple of days later, i receive a response from the hotel manager basically saying, "gosh, sorry. we goofed. we will strive to provide you with superior service on your next stay, blah, blah, blah".

i mean really, who cares? at the very least throw me a bone in the form of HH points or something of value. why else should i waste my time filling out the survey??

Did you reply to the email asking for compensation or for them to credit the night? You should've mentioned it at the front desk that night or the next morning.

i recently completd an email survey for the hampton inn in salt lake..

well, a couple of days later, i receive a response from the hotel manager basically saying, "gosh, sorry. we goofed. we will strive to provide you with superior service on your next stay, blah, blah, blah".

i mean really, who cares? at the very least throw me a bone in the form of HH points or something of value. why else should i waste my time filling out the survey??

Obviously you seemed to have cared since you filed out the survey. It would have been nice to get something (HH points wise), but at least they responded. Would you have preferred to have not even received a reply?

A personal call and apology from the manager isn't worth anything to you?:(

my bad....no phone call, just an "insert name here" email...please, don't waste my time.

a) can this be added to the Hampton Inn Salt lake thread, as the information might be important to others

b) can we get a overall report on the property

I'd be satisfied with a phone call. I think that hotel managers have the auto-comp turned up a bit. I've had 100+ nights per year in the last five years and have only complained twice.

1) ES Tahoe - Room wasn't cleaned two days in a row. I called down and they offered to clean it immediately, but all I needed was fresh towels, so they sent some up. They also sent a fruit basket with it A+

2) DT Tysons - I complained because nearly all of the equipment in the gym was broken. The manager immediately offered to buy me dinner. I told him I was trying to lose weight, not gain it, but thank you anyway!

I guess my point is that if you wait until after the stay you won't get much satisfaction. I really view the email follow up as a way to talk to corporate if you couldn't get the issue resolved locally.

As a HH Diamond the OP must be aware of the Hampton Inn 100% Guarantee policy. ie a simple call or visit to the hotels FD would of easily gotten you a the room at no cost.

MisterNice

Are these emails only a diamond thing? I had 2 stays post to my account late yesterday that put me at diamond level, and suddenly I received the email/survey for both (even though I was only gold when I did the stays). I don't remember ever receiving these as a gold.

b) can we get a overall report on the property


Sorry to hear the OP had a problem here, but this is my favorite HH property in SLC. Not PERFECT service, in my experience, but GOOD. (I've posted observations in other SLC threads.)

Are these emails only a diamond thing? I had 2 stays post to my account late yesterday that put me at diamond level, and suddenly I received the email/survey for both (even though I was only gold when I did the stays). I don't remember ever receiving these as a gold.

FWIW, I used to receive them once every other while when I was Gold as well, but not after every stay.

I assume we're talking about the Hampton downtown (although I've stayed at the airport one, too)? It's a renovated hotel, rather than built-as-a-Hampton. I found the staff great. Had my room been "missed" by housekeeping, I'd have reported it that night. and invoked the satisfaction guarantee before leaving. If the OP said nothing while there, then he (tacitly) agreed that it didn't really matter. Noting it afterwards really does merit a "sorry, we'll make a note of that to discuss with housekeeping" and nothing more.

Um, doesn't Hampton still offer their "Satisfaction Garauntee"?

If so, I would have filed the objection upon reaching my room and would have fully expected a comp night.

as a diamond member i receive an email after each of my stays requesting feedback on service, the hotel, etc. 90% of the time everything is fine, but the 10% of the time when it is not, I send an email that provides specific details of what did not meet my expectations.

i recently completd an email survey for the hampton inn in salt lake. I indicated that I was disappointed that the maid did not visit my room and when i returned from a long day of business (at 10pm) my room had not been cleaned/bed made, etc.

well, a couple of days later, i receive a response from the hotel manager basically saying, "gosh, sorry. we goofed. we will strive to provide you with superior service on your next stay, blah, blah, blah".

i mean really, who cares? at the very least throw me a bone in the form of HH points or something of value. why else should i waste my time filling out the survey??

At least you received an apology. I submitted a survey after a stay at the LAX Hilton with no upgrade of any kind as a Diamond and a lousy room (the worst of all my stays there in years) indicating that I was not at all satisfied with the Diamond amenities. The hotel manager replied and bascially said tough luck, there is no guarantee on upgrade and there were no better rooms available. I can go on with more LAX Hilton disappointed stays, but that's another story. Complaining about the rooms when checking in and during the stays have brought nothing, just in case someone is going to comment.

What is the purpose behind the email survey? Obviously the unsatisfactory repsponses are sent to the offending hotels, then what? Are we wasting our time filling them out?