Originally Posted by
pooprocks
I recently stayed at a DoubleTree for business and had a poor experience:
1. The Hotel over booked and our rooms were not available when we checked in at 10:00 PM. The front desk staff gave us a dinner coupon and insisted that we wait for the room to be ready. The manager said it would only take 30 minutes, but it ended up taking 2 hours for the room to be ready. We were not able to check in until 10:00 PM
2. The bathroom smelled like cigarette smoke.
3. The hotel did not give me the Gold HHonors benefits that I was supposed to receive- no water,etc. I had to ask for the breakfast vouchers the next day.
I contacted Guest assistance and the representative gave me 15,000 points as a courtesy. Since this was a category 5 hotel, I was hoping for enough points to cover one night at this property, which would be 40,000. In addition, the front desk lady said that she would ask the manager to credit those points.
Does 15,000 points seem reasonable for the inconvenience of having to wait for check in late at night? Or should I follow up with the hotel manager or guest assistance?
15k points plus free dinner, you've done very well for what is in effect, loss of your room for short period of just 2200-0000 ! ^
I think you may mean could not checkin 22.00pm, hotel comped you dinner whilst you waited and you got to checkin for room at 00.00 midnight.
.... Hotel would at the time consider you accepted a comped dinner as compensation. You could counter that dinner as comp was accepted for the time it took to order+eat say 2200-2300 , not whole period 2200-0000?
Certainly there is some quite some difference in the inconvenience between not getting to checkin at 2pm versus 10pm, due to length of time one loses the paid for room use, plus as at 10pm one would expect all guests to have checked out and rooms cleaned/refreshed, even if hotel sold a room on a day rate stay of 0800-1800 hours.
If hotel was truly oversold where did the room you got appear from
??
Even w/o accepting a service recovery of Dinner whilst you waited for room, which I personally see as being already fair compensation for 10pm-midnight delay, you would not be justified in asking for a free night.
I appreciate comped dinner only took an hour so in effect you were then waiting in effect 2300-0000 for room.
If you had been checking in at 1400 and waited to 0000 that would be totally different , but since you only attempted checkin at 10pm, you still got room 0000-0900 to sleep. The short period 2200-0000, whist annoying, is not that big an inconvenience
You lost use of room by ratio of 2.00/14.00 (lost/available (2200-1200) hours) so 1/7th of 40k needed for free night, that would be 6,000 points compensation, when you have been given 15k points extra already.
Having to ask for b/f vouchers is a non-incident, no compensation over that or for missing water. You just needed to ask reception for the water.
As HHG is your MyWay set to pointsor b/f benefit as you just get one of the benefits?