I was traveling on business and I am a Hilton Diamond member. I was traveling for business so didn't need an upgrade. I did ask, but was told that for the duration of my stay (6 nights) no suites were available. Interestingly, a co-worker coming in the next day without status DID get an upgrade. Regardless, I did not lower the score because of this.
My first room (yes, first) was more than fine. Large king bed room, very nice view. Enjoyed that room for two nights. On the second night, however, I did call down to the front desk at 3 AM to complain about someone next to or above me running a bath for a few hours. Apparently no one investigated. I left later that morning for meetings.
Returned at about 10 PM. My floor (6th) was roped off - apparently there was flooding. I went to the front desk and was brought to my new room. A lovely room it was, but it also had a woman's suitcase and other women's items strewn about. My suitcase and other things were not there. About 40 minutes later, they found my belongings and I was escorted to another room. It was late, the blinds were drawn, so I didn't notice until the next morning when I opened my blinds that the windows were blocked. Apparently due to construction, which to be fair, is publicized on their site.
As a Diamond member, however, I at least expected to, I don't know, see the light of day from my room that cost over $2,500 for the stay? I called and complained. Nothing except an "I'm sorry, sir." No offer of a room anywhere close to the quality of my first one. Nothing for the inconvenience of having to hunt down my luggage. Nothing. Except for this email a week later (I've XXX'd out their name and phone number:
"We apologize we were not able to provide you with the quality of services you deserve.
This is uncharacteristic of our hotel and staff, and we are always looking for ways to improve our customer experience.
Your satisfaction is very important to us and we try hard to make sure all of our guests have a rewarding stay.
Thank you again for your feedback and we hope you will consider staying with us again
Sincerely,
XXXX XXXXX
Guest Relations Manager
Hilton Waldorf
[email protected]
0207836xxxx"
Just sad, really. I've been given extra points or even a free night offer to come back for stays that weren't this bad, but in this case, I got nothing other than a "gee, that's too bad. Well, maybe next time won't suck as much."
So why two instead of one star? The free Diamond breakfast was awesome!