Jul 17, 2017, 9:41 pm
Last edit by: davie355
Thread summary:
- A housekeeper at the Hilton Santa Fe Buffalo Thunder (New Mexico) mistook OP's clothing for trash
- OP previously spent hundreds of nights at this property; nonetheless, the manager's initial offer was to refund only a single night ($91)
- After much back-and-forth initiated by OP, the manager's final offer was to refund three nights
- Hilton Corporate sent OP an additional $125 check and two unrestricted free nights anywhere, at any price
Hotel throws out all my clothes
Jul 17, 2017, 5:43 pm
#17
Suspended
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Location: DCA
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Posts: 50,262
Which property?
This is a board where people share information and you come here looking for help, but it doesn't help others to know that they need to avoid this place.
While OP could have handled this better, that does not change the fact that he was properly checked into a room and had not checked out. The fact that housekeeping tossed the clothes even if OP had checked out is outrageous.
The property is clearly liable for the fair market value of the clothing and unless you really need points and the clothing was junk, you want cash not compensation. This is where it gets tricky. FMV does not mean replacement cost, it means the value of the clothing today. A $100 shirt worn 3 times isn't worth anywhere close to $100, so watch it.
I would figure out roughly what you are owed. It would be helpful to know roughly what that is. Are we talking $100 or $1,000? I would then speak with (and confirm via email) the MOD / GM (not FD clerk) and start with a demand for cash equivalent, e.g. comp the bill, check, and so on. Make it acceptable to you.
If there is any pushback, tell the GM that you will file within 24 hours a claim with your travel insurance and let your insurance deal with corporate. You will have your $ (maybe even replacement cost if your travel insurance is of that sort) and the insurance company will make life a misery.
My guess is that once you hit someone senior enough at the property this will be easy.
This is a board where people share information and you come here looking for help, but it doesn't help others to know that they need to avoid this place.
While OP could have handled this better, that does not change the fact that he was properly checked into a room and had not checked out. The fact that housekeeping tossed the clothes even if OP had checked out is outrageous.
The property is clearly liable for the fair market value of the clothing and unless you really need points and the clothing was junk, you want cash not compensation. This is where it gets tricky. FMV does not mean replacement cost, it means the value of the clothing today. A $100 shirt worn 3 times isn't worth anywhere close to $100, so watch it.
I would figure out roughly what you are owed. It would be helpful to know roughly what that is. Are we talking $100 or $1,000? I would then speak with (and confirm via email) the MOD / GM (not FD clerk) and start with a demand for cash equivalent, e.g. comp the bill, check, and so on. Make it acceptable to you.
If there is any pushback, tell the GM that you will file within 24 hours a claim with your travel insurance and let your insurance deal with corporate. You will have your $ (maybe even replacement cost if your travel insurance is of that sort) and the insurance company will make life a misery.
My guess is that once you hit someone senior enough at the property this will be easy.
Jul 17, 2017, 6:22 pm
#18
Join Date: May 2010
Location: FSD
Programs: BAEC, Delta SkyPesos, VS FC, SQ KF, AA, HHonors
Posts: 1,884
Which property?
This is a board where people share information and you come here looking for help, but it doesn't help others to know that they need to avoid this place.
While OP could have handled this better, that does not change the fact that he was properly checked into a room and had not checked out. The fact that housekeeping tossed the clothes even if OP had checked out is outrageous.
The property is clearly liable for the fair market value of the clothing and unless you really need points and the clothing was junk, you want cash not compensation. This is where it gets tricky. FMV does not mean replacement cost, it means the value of the clothing today. A $100 shirt worn 3 times isn't worth anywhere close to $100, so watch it.
I would figure out roughly what you are owed. It would be helpful to know roughly what that is. Are we talking $100 or $1,000? I would then speak with (and confirm via email) the MOD / GM (not FD clerk) and start with a demand for cash equivalent, e.g. comp the bill, check, and so on. Make it acceptable to you.
If there is any pushback, tell the GM that you will file within 24 hours a claim with your travel insurance and let your insurance deal with corporate. You will have your $ (maybe even replacement cost if your travel insurance is of that sort) and the insurance company will make life a misery.
My guess is that once you hit someone senior enough at the property this will be easy.
This is a board where people share information and you come here looking for help, but it doesn't help others to know that they need to avoid this place.
While OP could have handled this better, that does not change the fact that he was properly checked into a room and had not checked out. The fact that housekeeping tossed the clothes even if OP had checked out is outrageous.
The property is clearly liable for the fair market value of the clothing and unless you really need points and the clothing was junk, you want cash not compensation. This is where it gets tricky. FMV does not mean replacement cost, it means the value of the clothing today. A $100 shirt worn 3 times isn't worth anywhere close to $100, so watch it.
I would figure out roughly what you are owed. It would be helpful to know roughly what that is. Are we talking $100 or $1,000? I would then speak with (and confirm via email) the MOD / GM (not FD clerk) and start with a demand for cash equivalent, e.g. comp the bill, check, and so on. Make it acceptable to you.
If there is any pushback, tell the GM that you will file within 24 hours a claim with your travel insurance and let your insurance deal with corporate. You will have your $ (maybe even replacement cost if your travel insurance is of that sort) and the insurance company will make life a misery.
My guess is that once you hit someone senior enough at the property this will be easy.
OP, please name the hotel or at least the location.
Jul 17, 2017, 7:13 pm
#19
Original Poster
Join Date: Sep 2003
Location: LAS
Posts: 1,323
I was reluctant to name this property, because this is the exact same resort hotel in which I lived for 10 months last year, and numerous paid nights so far this year.
However, I am miffed that it took negotiation with the front office operations manager to secure all three comped nights. That is at $91 per night.
The manager went from one comped night to two nights very reluctantly, and absolutely refused any cash compensation for my clothes. Finally, after a lengthy phone conversation, he agreed to the three comped nights, no cash, no HHonors points offered.
I agreed, for the sake of moving forward.
FYI, I also gave him an extraordinarily reasonable cash compensation request of $125. I asked for that, plus the three comped nights. Way too much pushback from this manager, that, as I said, I agreed.
For a hotel who earned over 300 nights of revenue from me, I'm not happy.
Property named here:
Hilton Santa Fe Buffalo Thunder. (New Mexico)
However, I am miffed that it took negotiation with the front office operations manager to secure all three comped nights. That is at $91 per night.
The manager went from one comped night to two nights very reluctantly, and absolutely refused any cash compensation for my clothes. Finally, after a lengthy phone conversation, he agreed to the three comped nights, no cash, no HHonors points offered.
I agreed, for the sake of moving forward.
FYI, I also gave him an extraordinarily reasonable cash compensation request of $125. I asked for that, plus the three comped nights. Way too much pushback from this manager, that, as I said, I agreed.
For a hotel who earned over 300 nights of revenue from me, I'm not happy.
Property named here:
Hilton Santa Fe Buffalo Thunder. (New Mexico)
Jul 17, 2017, 7:19 pm
#21
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Join Date: Sep 2003
Location: HH Diamond, Marriott Gold, IHG Gold, Hyatt something
Posts: 33,532
I was reluctant to name this property, because this is the exact same resort hotel in which I lived for 10 months last year, and numerous paid nights so far this year.
However, I am miffed that it took negotiation with the front office operations manager to secure all three comped nights. That is at $91 per night.
The manager went from one comped night to two nights very reluctantly, and absolutely refused any cash compensation for my clothes. Finally, after a lengthy phone conversation, he agreed to the three comped nights, no cash, no HHonors points offered.
I agreed, for the sake of moving forward.
FYI, I also gave him an extraordinarily reasonable cash compensation request of $125. I asked for that, plus the three comped nights. Way too much pushback from this manager, that, as I said, I agreed.
For a hotel who earned over 300 nights of revenue from me, I'm not happy.
Property named here:
Hilton Santa Fe Buffalo Thunder. (New Mexico)
However, I am miffed that it took negotiation with the front office operations manager to secure all three comped nights. That is at $91 per night.
The manager went from one comped night to two nights very reluctantly, and absolutely refused any cash compensation for my clothes. Finally, after a lengthy phone conversation, he agreed to the three comped nights, no cash, no HHonors points offered.
I agreed, for the sake of moving forward.
FYI, I also gave him an extraordinarily reasonable cash compensation request of $125. I asked for that, plus the three comped nights. Way too much pushback from this manager, that, as I said, I agreed.
For a hotel who earned over 300 nights of revenue from me, I'm not happy.
Property named here:
Hilton Santa Fe Buffalo Thunder. (New Mexico)
Jul 17, 2017, 7:20 pm
#22
Original Poster
Join Date: Sep 2003
Location: LAS
Posts: 1,323
The management of this hotel sounds like they are really bad news!
Not long ago I stayed at the Crowne Plaza, where I came home the second day to find that all of my belongings were missing. In a panic, I assumed that a thief had broken-in and reported the issue to management, who took it incredibly seriously. All of my belongings were located in a large bag in the housekeeping area where the housekeeper who had mistakenly assumed I was a Check-out had left them. They ended up sending up a bottle of champagne and a huge fruit and cheese plate, as well as comping me the night's stay.
Not long ago I stayed at the Crowne Plaza, where I came home the second day to find that all of my belongings were missing. In a panic, I assumed that a thief had broken-in and reported the issue to management, who took it incredibly seriously. All of my belongings were located in a large bag in the housekeeping area where the housekeeper who had mistakenly assumed I was a Check-out had left them. They ended up sending up a bottle of champagne and a huge fruit and cheese plate, as well as comping me the night's stay.
It was not just one shirt or a stray pair of socks under the bed. It was two laundry bags of clothing. I am on the road often, and was preparing to do laundry in house that night after work.
Jul 17, 2017, 7:28 pm
#23
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Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,050
I pointed this out to the front office manager . . . why did the house man throw out my clothes, rather than place them in the hotel lost and found (which he acknowledged did exist).
It was not just one shirt or a stray pair of socks under the bed. It was two laundry bags of clothing. I am on the road often, and was preparing to do laundry in house that night after work.
It was not just one shirt or a stray pair of socks under the bed. It was two laundry bags of clothing. I am on the road often, and was preparing to do laundry in house that night after work.
Jul 17, 2017, 7:29 pm
#24
Moderator: American AAdvantage, Travel Safety/Security & Texas, FlyerTalk Evangelist
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The nice thing is, if you need to be in that area there's a Homewood Suites right there too. I've stayed there several times (just a few weeks ago last) and have never been disappointed.
What about luggage? Did you carry your clothing in laundry bags? A TravelPro roller bag can easily run $200, without including any clothing that might be in it.
I pointed this out to the front office manager . . . why did the house man throw out my clothes, rather than place them in the hotel lost and found (which he acknowledged did exist).
It was not just one shirt or a stray pair of socks under the bed. It was two laundry bags of clothing. I am on the road often, and was preparing to do laundry in house that night after work.
It was not just one shirt or a stray pair of socks under the bed. It was two laundry bags of clothing. I am on the road often, and was preparing to do laundry in house that night after work.
Jul 17, 2017, 7:44 pm
#25
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
This Hilton is Tribe-owned attached to a Tribal casino (same for the Homewood Suites).
If you really want to ruffle some feathers, write a letter to the Tribe's board...
Also CC Hilton Corporate.
( edited by MOD. )I can guarantee you their board would not like to hear about this situation.
If you really want to ruffle some feathers, write a letter to the Tribe's board...
Also CC Hilton Corporate.
( edited by MOD. )I can guarantee you their board would not like to hear about this situation.
Last edited by squeakr; Jul 18, 2017 at 10:52 am Reason: Removed offensive comment
Jul 17, 2017, 7:50 pm
#26
Original Poster
Join Date: Sep 2003
Location: LAS
Posts: 1,323
The nice thing is, if you need to be in that area there's a Homewood Suites right there too. I've stayed there several times (just a few weeks ago last) and have never been disappointed.
What about luggage? Did you carry your clothing in laundry bags? A TravelPro roller bag can easily run $200, without including any clothing that might be in it.
What about luggage? Did you carry your clothing in laundry bags? A TravelPro roller bag can easily run $200, without including any clothing that might be in it.
I didn't have any luggage that first night of my stay, as I checked in late an night and just carried up to the room my two bags of laundry, plus my clean change of clothes for the morning. It would have been a duffel bag, anyway, nothing fancy.
Jul 17, 2017, 8:24 pm
#28
Join Date: Jan 2017
Posts: 61
The property's response is pathetic. I guarantee you that Hilton Corporate would love to hear about the hotel's "too little, too late" remedy. CALL the Diamond
Desk. Stress that you were disappointed to receive that treatment, both in terms of the hotel's failure to understand your reservation, and the manager's failure to offer initial or adequate compensation. ASK them to file a formal complaint with the property or ASK them for the direct email address for Corporate Guest Relations.
300 nights a year puts you in the 1% of Hilton customers. The person who gave you that pithy response has a boss. Somewhere between that boss and the corporate office are a number of people who understand that any sort of service failure and service recovery with one of their best customers should not leave the customer feeling disappointed or exhausted. You don't have to ask for compensation beyond your free nights, but I suspect the Diamond Desk or Corporate will extend you an olive branch of some sort.
Please send them your feedback, and do so promptly. Addressing failures like this improves the experience for the rest of us.
Desk. Stress that you were disappointed to receive that treatment, both in terms of the hotel's failure to understand your reservation, and the manager's failure to offer initial or adequate compensation. ASK them to file a formal complaint with the property or ASK them for the direct email address for Corporate Guest Relations.
300 nights a year puts you in the 1% of Hilton customers. The person who gave you that pithy response has a boss. Somewhere between that boss and the corporate office are a number of people who understand that any sort of service failure and service recovery with one of their best customers should not leave the customer feeling disappointed or exhausted. You don't have to ask for compensation beyond your free nights, but I suspect the Diamond Desk or Corporate will extend you an olive branch of some sort.
Please send them your feedback, and do so promptly. Addressing failures like this improves the experience for the rest of us.
Jul 17, 2017, 9:46 pm
#29
Original Poster
Join Date: Sep 2003
Location: LAS
Posts: 1,323
Since posting here in this forum, I received a nice P.M. from a Hilton Customer Care rep who monitors the Hilton forum here. ^
Jul 17, 2017, 9:56 pm
#30
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I'm sorry but are you trying to say telling the staff that you have two reservations, and them linking them and giving you a key for the entire stay isn't enough and it's still OPs fault for not understanding Hilton is staffed by people without reading comprehension?
No, it isn't. He should be paid back in full and then some.
No, it isn't. He should be paid back in full and then some.
It's absurd the hotel would just throw stuff out. If someone has all their clothes and toiletries in the bathroom and suitcase in the room it should be obvious the person didn't check out.
OP--what property was this?? Did they even try calling you on your cell to see what was up?
I'd leave a bad review on TA and also send a private message to lauren on this site (user name is HonorsRepresentative) She can probably help you out a lot and knows the right people to contact.
I usually don't ask for much in compensation since I know mistakes happen but in this case I would be demanding reimbursement for the items they threw out as well as the replacement items (did they also throw out your luggage) and the stay comped. I'm a type I diabetic and keep my spare insulin in my room when I'm travelling and that would be a disaster if housekeeping ever threw out my insulin or diabetic supplies I keep in the room (and some of those supplies you have to mail order and can't get at a pharmacy).