Originally Posted by
GoodFastOrCheap
No—my HS travels didn't go beyond an internship in Redwood City. I've graduated and am in college.
Wanted to update the community on an
email I received this morning:
OP said:
Hello,
I've begun publicizing this experience and will be contacting media outlets in the near future. To see the reaction of similar customers and longtime elite Hilton status members I refer you to my post here:
http://www.flyertalk.com/forum/hilto...er-advice.html
Hopefully the awareness of your most loyal customers and possibly corporate executives will encourage action on this file.
Warm regards,
(Me)
Their recent response:
Mr..Prescott,
Thank you for your email. The General Manager shared with our team you requested a free night certificate, she has processed the certificate to be mailed out within the next 5-7 business days. Can you please advise if any additional assistance is needed.
(Woman handling complaint).
My feelings:
Considering that I had 3 rooms at the property—I certainly don't need a free night certificate anywhere. At the same time, I'm not so sure there's even an ounce of atonement or regret from anyone at the property. If so, I would like that to be vocalized in some manner. I'm also not so sure that any additional action can be dictated by this office, despite the mediocre resolution. I'm not satisfied—but FT family, is it worth escalating further?
My thoughts: Personally, I wouldn't escalate further. I find it odd that you say "I certainly don't need a free night certificate anywhere." When this is basically what you initially asked for "... a free night for the inconvenience."
1. You received the compensation you initially sought - albeit at a later date/time
2. You've made your point both publicly (here, trip advisor, etc.) and privately to Hilton
3. Brevity is generally the nature of corporate responses in these situations. Don't expect an apology. There's no formal need for one except to satisfy your ego.
4. Consider carefully your requests for compensation under their 100% satisfaction guarantee. As was stated earlier, they do track these claims and will tag you as a serial complainer who abuses their generous policy. I believe this may be the case with this encounter based on the information in this thread. One Hilton property has access to all customer notes from all other Hilton Properties. If there was an issue on one or more previous stays anywhere you can bet there's a record of it that all can see.
5. Of course avoid these franchise locations in the future. Put it behind you and move on with your life. No need to dwell on this.
And finally, welcome to FlyerTalk. There's a great group of people here. Don't be a stranger.