Hilton HHonors - Bad experience at the London Park Lane Hilton - am I over-reacting?

Hi,

I'm a very regular Hilton user - with over 50 nights so far this year all due to work.

I usually stay in London - most often at the Trafalgar, and sometimes but not often at the Park Lane Hilton. These past two weeks, I've been mainly in Hilton Leiceser and Hilton Northampton.

So I came back from Leicester to London very late on Wednesday night (after midnight) and got a taxi to the Park Lane Hilton. I was visibly tired after a long day. On entry to the hotel, I realised I had left my wallet in the cab and rushed out to get it but just missed it. So I re-entered the hotel and proceeded to the check-in. I gave my name and HH number and as the receptionist checked me in I called the taxi company in-front of the receptionist and asked if they could get the driver to return with my wallet. They said they'd call him and call me back.

So I told the receptionist I'd continue to check in later and I'd wait outside for the driver. About 10 minutes later, the taxi driver called to say he'd be about another 30 minutes. So I returned to the reception and told the receptionist I'd have my card to pay in 30 minutes and could I check in as I was very tired and wanted to just lie on my bed.

He said unfortunately he couldn't check me in without my card. I explained that my card was on my HH account and should be accessible. I also told him the number and expiry (I know it my heart). He said he had tried to put the card on file through but there had been a problem.

I explained that I was a regular visitor at Hilton properties as he could see from my diamond status. I explained I regularly stay at the Trafalgar and had previously stayed at the Park Lane on a number of occassions. He said he still couldn't do it. I proceeded to explain I was tired and as a Diamond member didn't expect this kind of treatment. He then offered me a drink but I'd have to wait in the lobby until my wallet was returned.

At this point it was 1am and I had to leave for a workshop at 5am so I asked to speak to his manager. He said only he was available.

I'm usually very meek but was so tired, I said fine. I'd like to cancel my booking and I won't be returning to the Park Lane again. I also called my corporate travel agent (24 line) in front of him and asked to be booked into the Trafalgar (which embarassingly was full) so I had to go to the Hilton Paddington. He didn't apologise or seem to be bothered at my level of annoyance.

So I waited outside, got my wallet and got to Hilton Paddington and checked in - staff were lovely.

I'm still annoyed at the level of service but need a sense of perspective...am I over-reacting?

Would you be annoyed?

Feedback welcome.

S

Would you be annoyed?

Personally, I would have been more concerned in getting my wallet back than bothering about checking in.
He was probably just following the rules I imagine.Not much time would have been wasted anyway as you still had to wait for the taxi driver to appear.

No, I completely agree.

At that's why I went outside to sort getting the wallet back. Once I heard from the driver and knew that it was on its way to me, I just wanted to get to bed, as I knew I had to up at 5am.

From your description, the front desk agent sounds like he lacked empathy and a little more sympathy and kind words might have changed your reaction. He seemed to have been living to the letter of the rules without taking into consideration his knowledge (he saw you arrive, he heard you on the phone, I assume by your luggage and state of dress he could see you weren't a hobo.:p)

You may be over-reacting by never staying at London Park Lane Hilton again, but recently experiences I have had at Hiltons have been like slowly dripping water and caused me to question whether I should switch to Starwoods or Marriotts. I have found the customer service at the Hiltons in Europe and U.S. to be variable but feel that training is necessary across the entire system.

I have never been impressed (unlike some on these boards;)) with either the staff or this property overall .. the general location/surrounding area is about all this place has going for it as far as I am concerned.

Last time ( I certainly hope I never will have to again) I stayed there lounge access was not granted because there was large group .. I guess they must have been all Diamonds:rolleyes: from Italy.

mike

He was probably just following the rules I imagine.Not much time would have been wasted anyway as you still had to wait for the taxi driver to appear.

I blieve, too, he followed the rules. Not the most customer friendly war by simply imagine it wasn't you at check in but the guy you talked friendly to on the train about Hilton experiences and who got your name, knows that you are Diamond and planed to stay that night at this place....

That's a tough situation. I had great luck with the PLH. Look at the bright side, at least you got your wallet back and got a room. ^

I have never been impressed (unlike some on these boards;)) with either the staff or this property overall .. the general location/surrounding area is about all this place has going for it as far as I am concerned.

mike

I'm in total agreement. I think they trade on their name and have peed me off sufficiently to make sure I never stay there. London has many better hotels than this one.

...
So I waited outside, got my wallet and got to Hilton Paddington and checked in - staff were lovely.

But the key question is, would the Paddington staff has been just as "lovely" if you had tried to check in without your credit card? ;)

I'm still annoyed at the level of service but need a sense of perspective...am I over-reacting?
Yes. After all, it was YOU who lost the wallet with the essential credit card in it -- not the desk clerk's fault. Yet you seem to be blaming him for the whole situation.

Would you be annoyed?
Yes, but staging a hissy fit, going to another hotel, and vowing never to return just seems silly. The hotel will just brush it off, and you've now limited your London hotel options to one hotel fewer than you had before. It probably hurts you more than it hurts the hotel in other words. But obviously, you are free to vote with your feet, if it makes you feel that you've made a "statement" by doing so. ;)

So if a traveler is mugged or something they lose their room until the front desk is presented with a card?

Poor customer service. You should have gone to another brand and then noted the lost revenue to Hilton.

But the key question is, would the Paddington staff has been just as "lovely" if you had tried to check in without your credit card? ;)


Yes. After all, it was YOU who lost the wallet with the essential credit card in it -- not the desk clerk's fault. Yet you seem to be blaming him for the whole situation.


Yes, but staging a hissy fit, going to another hotel, and vowing never to return just seems silly. The hotel will just brush it off, and you've now limited your London hotel options to one hotel fewer than you had before. It probably hurts you more than it hurts the hotel in other words. But obviously, you are free to vote with your feet, if it makes you feel that you've made a "statement" by doing so. ;)


Thanks Kathy.

I felt I probably over-reacted and that's why I wanted to get some perspective from here.

My problem is I don't usually react enough or ever get angry and I'm usually too meek but on the odd occassion I pick the wrong situation to get really angry about and then completely over-react.

This may be one of those times!

But I'm not a huge fan of the PLH anyway, plenty of other nice Hiltons in London. I've recently been falling in love with the Tower Bridge property.

Thanks for the perspective.

S

Over all I think you were very lucky you got your wallet back and you ended up in the Paddington Hilton which I think is so much better than the Park Lane one.

I have noticed over the last couple of years a real tightening up with hotels on wanting a credit card on check in (even with a pre paid room). So I am not too surpised that Hilton would not check you in until you produced one. Although I think it is sad that a customer with such a record with the company as you have set out that you have is not shown more flexibility.

Hey there

Sounds like fatigue combined with the stress of leaving your wallet in the cab & waiting for it to be returned caught up with you. Suspect the Receptionist was simply doing their job i.e. no card, no entry. I'd put it down to experience! Cheers

I would have probably reacted the same way, being tired, peevish and all that, but I do think the hotel clerk was following rules and so the reaction, while normal under the circumstances, isn't deserved ...

Your story was true, of course, but it would also be very easy for a scammer to pull something like that - for example someone who had found a hilton membership card.

There may also be a legal requirement (homeland security type thing) that requires i.d.

So I wouldn't forswear that property, and i'd try and get over my annoyance ...

Although I think it is sad that a customer with such a record with the company as you have set out that you haveThere is a big difference between "a customer with such a record with the company" and someone claiming to be such a customer (and having no supporting credentials).

Just to address the point about claiming to be the person on file

I did show the receptionist my passport so was pretty clear that I was the same person as listed on the reservation.

I understand the simply following rules but I just felt there should be some leaway for customers supposidily VIP members of the hotel chain.

I blieve, too, he followed the rules. Not the most customer friendly war by simply imagine it wasn't you at check in but the guy you talked friendly to on the train about Hilton experiences and who got your name, knows that you are Diamond and planed to stay that night at this place....

Yeah right:

And the "friendly guy" on the train is going to remember that you told him that you booked it with your Hilton Amex and even remember the number of the card because you most certainly did tell him that too:rolleyes:

Personally reading into the lines of what the OP is trying to say here is that the front desk staff was not particularly sympathetic to his situation and even more importantly didnt must care about retaining his loyalty as a HH Diamond but then they have always seemed more insterested in kissing the a**es of the Arab shiek types who often stay there.

I wasnt there but if the above occurred as I think it did then I would ceratinly like the OP, cross that place of my list ....its not that oustanding a property anyway.

mike

To sum up, so tired, lost wallet, DYKWIA, switch hotels when the clerk won't make an exception for you (despite being sooo tired).

You must have a pretty good corporate contract that you can even cancel the reservation at 1:00 AM ...

Just to address the point about claiming to be the person on file

I did show the receptionist my passport so was pretty clear that I was the same person as listed on the reservation.

I understand the simply following rules but I just felt there should be some leaway for customers supposidily VIP members of the hotel chain.

Why are you looking for answers here? Did they piss you off? Don't give them your business if you don't have to!

Don't worry if it makes a difference to the corporation. They don't care. Don't be passive and take it. This is not an old friend having a bad day.

The clerk might have to toe the line to keep his job, but there are other hotels for you.

To sum up, so tired, lost wallet, DYKWIA, switch hotels when the clerk won't make an exception for you (despite being sooo tired).

You must have a pretty good corporate contract that you can even cancel the reservation at 1:00 AM ...

I was really tired but I felt there was a principle involved and that's why I cancelled.

The booking came up as a late cancellation on my Hilton account but I'll be really peeved if they charge me for it. If they can charge me for the cancellation without a card, they should have been able to charge me on the evening without the card.

Anyway, I don't think there's much point talking about this further. I just wanted to get some perspective from others of whether I had justification to feel annoyed.

And I get the sense there's some divergent views on that. I've concluded that whoever was right or wrong, I don't have to put up with it and I have choices and I've exercised that.

So thanks everyone for the feedback and perspectives.

S

I'm still annoyed at the level of service but need a sense of perspective...am I over-reacting?

I can understand your frustration and it's easy to second guess you after the fact, but I don't think I would have left for the Paddington. By then you had your wallet so it would have been just as easy to check in at the Park Lane and complain to a manager the next day.

In my recent experiences, I've found that the staff at the several London Hiltons I frequent are generally impersonal and unaccommodating. Of course, there are exceptions, but these days the exceptions seem to be fewer and fewer.

I understand your feelings, but instead of boycotting the PLH, you might consider promising yourself to stop checking in at 1 am when having to check out at 5 am.

I've been to hotels where they almost didn't let me in because I had my frequent guest membership card and credit card but not a picture of myself on a government-issued piece of plastic. I couldn't understand that, but I do understand this. The prospective guest had no ID or credit card whatsoever. IMHO the desk clerk offered a free drink and a nice place to sit during the brief wait for the cab to return. That seems pretty reasonable to me.

Another card in a different pocket would have helped. I always split my resources and carry copies of my ID. Not getting your wallet back....
flhrrider

He showed his passport. Technically at that late in the day the room would be charged as a no-show so whether a strange checks-in or not is revenue neutral but again he had a passport so that makes it pretty clear they should have let him in.

If they can charge no shows to the credit card on file then they obviously could charge any additional fees (room damage etc) related to him actually staying there.

Incidentally I've checked into hotels without a CC when there were circumstances. Sometimes I've called the bank and had them authorized the charges over the phone, the hotel clerk usually caves in after the CC rep insist that the VISA guaranteed reservation must be honored and the charges will be paid.

If I was the clerk, once I verified ID I would have let the guest into his room and offered to send up his wallet when it arrived or keep it on hold at the hotel safe.

I'd let the GM know what happened. That the clerk verified your passport, was aware your wallet was lost, knew you were a Diamond VIP, saw the credit card was on file and the guest verifed the CC details but you were refused check-in. Also try the CC firm (e.g. Amex Global Services) next time, they usually know how to deal with these types of "emergencies."


I've been to hotels where they almost didn't let me in because I had my frequent guest membership card and credit card but not a picture of myself on a government-issued piece of plastic. I couldn't understand that, but I do understand this. The prospective guest had no ID or credit card whatsoever. IMHO the desk clerk offered a free drink and a nice place to sit during the brief wait for the cab to return. That seems pretty reasonable to me.

and you ended up in the Paddington Hilton which I think is so much better than the Park Lane one.

Not to highjack the thread but I am interested in why you feel this way. I would not agree but my experience at the Paddo is limited.

He showed his passport. Technically at that late in the day the room would be charged as a no-show so whether a strange checks-in or not is revenue neutral but again he had a passport so that makes it pretty clear they should have let him in.Oh -- I see -- I missed that as it wasn't in the first post. Based on that I would agree with the OP that the clerk should have given him a room.

Hi,

I'm a very regular Hilton user - with over 50 nights so far this year all due to work.

I usually stay in London - most often at the Trafalgar, and sometimes but not often at the Park Lane Hilton. These past two weeks, I've been mainly in Hilton Leiceser and Hilton Northampton.

So I came back from Leicester to London very late on Wednesday night (after midnight) and got a taxi to the Park Lane Hilton. I was visibly tired after a long day. On entry to the hotel, I realised I had left my wallet in the cab and rushed out to get it but just missed it. So I re-entered the hotel and proceeded to the check-in. I gave my name and HH number and as the receptionist checked me in I called the taxi company in-front of the receptionist and asked if they could get the driver to return with my wallet. They said they'd call him and call me back.

So I told the receptionist I'd continue to check in later and I'd wait outside for the driver. About 10 minutes later, the taxi driver called to say he'd be about another 30 minutes. So I returned to the reception and told the receptionist I'd have my card to pay in 30 minutes and could I check in as I was very tired and wanted to just lie on my bed.

He said unfortunately he couldn't check me in without my card. I explained that my card was on my HH account and should be accessible. I also told him the number and expiry (I know it my heart). He said he had tried to put the card on file through but there had been a problem.

I explained that I was a regular visitor at Hilton properties as he could see from my diamond status. I explained I regularly stay at the Trafalgar and had previously stayed at the Park Lane on a number of occassions. He said he still couldn't do it. I proceeded to explain I was tired and as a Diamond member didn't expect this kind of treatment. He then offered me a drink but I'd have to wait in the lobby until my wallet was returned.

At this point it was 1am and I had to leave for a workshop at 5am so I asked to speak to his manager. He said only he was available.

I'm usually very meek but was so tired, I said fine. I'd like to cancel my booking and I won't be returning to the Park Lane again. I also called my corporate travel agent (24 line) in front of him and asked to be booked into the Trafalgar (which embarassingly was full) so I had to go to the Hilton Paddington. He didn't apologise or seem to be bothered at my level of annoyance.

So I waited outside, got my wallet and got to Hilton Paddington and checked in - staff were lovely.

I'm still annoyed at the level of service but need a sense of perspective...am I over-reacting?

Would you be annoyed?

Feedback welcome.

S

Welcome to London. Just got back from a five day trip, of which 3 days were spent at the Olympia Hilton in London. The hotel is a disaster. It was overpriced, the staff were incompetent, and the room was horribly worn. I will stay at the Kensington Hilton next time I am in London. One positive about London was the Hilton at Heathrow. It was pricey but the property was impressive , as were the staff. Last trip I stayed at the Islington Hilton.....another property to avoid.
Jerry

Not to highjack the thread but I am interested in why you feel this way. I would not agree but my experience at the Paddo is limited.

To continue the hijack.

The news is not great;) I have stayed at the Paddington for my last ten or so stays in London I in quite fairness couldnt go as to say it MUCH BETTER hotel.
My primary reason and that properties best asset is it ease of access to the HEX and even the Paddington Tube station and the newish lounge.
I find the staff there pretty mediocre as well.

Must say I am a little surprised at ( but not totally this after all Ftalk:rolleyes:)
some of the silly responses here.. how many of you could walk up to a hotel desk and recite the number on the credit card with which you booked the room?

mike

Yah quite understandable, it would have been really helpful for the OP include in the first post.

Oh -- I see -- I missed that as it wasn't in the first post. Based on that I would agree with the OP that the clerk should have given him a room.

Sorry to hear abut your terribly frustrating experience.

It’s of my opinion that you showed your passport and that is where the excellent kind concerned service should have immediately started straight away.

The fact that the agent was indifferent would make me speak to the GM of the hotel and explain the facts of life about replacing customers in this economy.
If I was in your shoes I would have stayed there for the night and bit the bullet based on the hour and make other arrangements the next day. It also would have made your case stronger.
I would still report the incident to Hilton Guest Assistance.
Getting compensation or a good will gesture may be more difficult now.

If the GM has any brains or decency he will certainly gift you a free night and an apology to win you back. Though you created your own problem by losing your wallet being hospitable in any four star plus hotel also includes assisting in solving any problems that travelers incur especially top tier customers.

Because you proved who you are they should have bent over backwards by making an exception to make life easier during a difficult time for you. Shame on the hotel.I wouldn't go near the property after your sharing such an experience:td:

Whilst I can understand why they couldn’t check you in I think they could have been a little more sensitive to your predicament. I don’t have much experience of checking in this late but it seems strange that there was not a more senior member of staff available that this person could have referred the matter to. I suspect he was too concerned about breaking the rules.

I’d certainly have been annoyed but at that time of the night would probably have sat it out waiting for my wallet and reported my dissatisfaction the next day. Having said that there must have been some satisfaction in making the grand statement and cancelling the booking.

Now that I've read you had your passport, I change my view.

I think they should have checked you in given all of the facts, but if for some reason they could not (an actual Hilton policy perhaps), the clerk should have been a heck of a lot more sympathetic and explained precisely why he couldn't do more etc.