Programs: HH Gold, MR Silver, PC Platinum, CC Gold
Posts: 496
How do you rate Hilton's response to this incident?
On Thursday night, we were staying at the Hilton in Norcross, GA. Nothing else open around there on Thanksgiving, so, we were eating in the bar. I was given a glass of wine with a chip out of the rim. I didn't see it. I cut my lip on it. The bartender brought another glass. Later, much, later, the F&B manager came over to get some information for an incident report. It wasn't a severe cut, but, nevertheless, here it is nearly 48 hours later, and my lip is tender. The next morning, I spoke with the manager on duty. He said he was aware of the situation.
Here's what I'm wondering. The bartender tendered a bill for our dinner as if nothing had happened. I'm not looking for a pot of gold, but, it seems good sense to comp the meal after an incident like this. No one offered any bonus Hhonors points or even seemed much concerned. I was told by the day manager yesterday that "someone will be reaching out to you." Somehow, I suspect that is similar to "the check's in the mail." What's your take on this?
Programs: United Premier 1K; Starbucks Gold; Hilton HHonors Gold; Marriott Silver; Global Entry
Posts: 252
How do you rate Hilton's response to this incident?
Comping your meal would have been appropriate, in a traditional sense; however, what you state suggests to me that the manager feels he needs to report this up the chain. Perhaps insurance implications?
Programs: HH Gold, MR Silver, PC Platinum, CC Gold
Posts: 496
Of course, they are worried about liability. When it happened, the F&B manager asked if I wanted to go to the ER. I declined. I would think that would mitigate their liability in some fashion.
Of course, they are worried about liability. When it happened, the F&B manager asked if I wanted to go to the ER. I declined. I would think that would mitigate their liability in some fashion.
If you still haven't sought medical attention, you don't have much of a complaint.
You could always call one of those personal injury lawyers on TV for an objective opinion.
I think a comped dinner and drinks would have been a nice gesture but if they didn't offer and you didn't ask for anything, I'd file it under "I won't return because of poor customer service".
Programs: HHonors Diamond, IHG Ambassador, Fairmont President's Club
Posts: 841
Holiday weekend and such, they promised some would reach out to you. I would give this until Tues/Wed and see what happens. I'm sure they will make good on the promise, if not, there is already plenty of documentation should you contact corporate.
Holiday weekend and such, they promised some would reach out to you. I would give this until Tues/Wed and see what happens. I'm sure they will make good on the promise, if not, there is already plenty of documentation should you contact corporate.
Comping dinner would have been a very smart PR move on their part, at little cost.
I'd wait a few more days, then perhaps suggest an appropriate number of points to them.
I'm glad the cut wasn't severe.
But, they've likely been trained not to do this because it means admitting they did something wrong. All very nice to build some customer goodwill. All very bad if the customer sues.
I'd bet that they will call, ask how OP is doing, basically ascertain that no medical treatment was needed and then offer some points or somesuch.
Similar situation:
Stayed at Hilton Durango;
asked 4 times, 3 different people, about gluten free options.
Told no problem
Served a meal; I ate a little and noticed the rice had barley - after taking a couple of spoonfuls.
Told the staff; they did not charge me for that specific dish but I had to pay the rest of the food including the wine
36-48 hours later I was sick with cramps etc... for 2 days. I have celiac disease and barley is an absolute no-no
I was not happy;
Received an email from the manager apologizing, promising to do more education in regards to diet restriction. Also promised to "take care of me" the next time I come to their hotel.
Did not receive compensation, did not get points but I was happy with the apology both from Hilton HQ and from the hotel manager.
But, they've likely been trained not to do this because it means admitting they did something wrong. All very nice to build some customer goodwill. All very bad if the customer sues.
I'd bet that they will call, ask how OP is doing, basically ascertain that no medical treatment was needed and then offer some points or somesuch.
I don't see this one as a big deal.
+1
I assume they are waiting until the manager contacts the insurance company with the details - the insurance folks are probably enjoying the holidays. I would wait until the mid part of the week before I was concerned.
Similar situation:
Stayed at Hilton Durango;
asked 4 times, 3 different people, about gluten free options.
Told no problem
Served a meal; I ate a little and noticed the rice had barley - after taking a couple of spoonfuls.
Told the staff; they did not charge me for that specific dish but I had to pay the rest of the food including the wine
36-48 hours later I was sick with cramps etc... for 2 days. I have celiac disease and barley is an absolute no-no
I was not happy;
Received an email from the manager apologizing, promising to do more education in regards to diet restriction. Also promised to "take care of me" the next time I come to their hotel.
Did not receive compensation, did not get points but I was happy with the apology both from Hilton HQ and from the hotel manager.
That would have made me happy that the manager promised to do more educating of his restaurant staff. It's amazing how people can't understand the gluten concept.
