Closed hotel refers me to another Hilton- it refused to honor my reservation! WWYD?
Curious what people think is fair for the multiple rather egregious CS fails...
I had a reservation at a property that was closed for lack of business. 2 days before check-in I received an email stating that the hotel was closed. I was given 2 hotels to choose from that would honour my reservation (interestingly, one is a Marriott property with the same owner as the closed property). The email stated that both properties were expecting me whether I replied or not (replying to the email got a auto return email stating not to reply, and there was no phone number).
Arrived at the first hotel and they knew nothing about me. After 45 minutes, they said they had found it and slipped me a piece of paper saying they would give me a special rate. The rate was 25% higher than the refundable rate online! Further, my reservation was on points. I was then told that they would not honor the points reservation- even though they read the email I was sent. They then told me that they would allow me to book a room at a points rate that was, yep, twice that of my reservation! Worth noting, this hotel had less than 10 rooms occupied= about 3% occupancy.
Talked to the highest person on duty at the hotel and she wouldn't budge.
After 90 minutes, left for the other (Marriott) property. That took 2 hours of my time and they agreed to honor my reservation but needed input from Hilton/the ownership group as to how to book it. Fair enough. Went back to my soon to be closing other hotel to get my stuff. As I'm abt to get in the taxi, the front desk yells that I have a call--- it's Hilton. The call is to tell me they won't honor the reservation at the Marriott despite the email. The Marriott manager is emailing me telling me they wanted to try to honor it but Hilton refused. The FDM at the hotel I was leaving tells me I can have my room for another 5 days (it was not bookable). Hilton then offered to now honour the reservation at the Hilton that had refused me 6 hours earlier. Disgusted, hungry and approaching curfew (If I'd gone to the Hilton I'd have only had convenience store food to eat), I remained at the hotel at a much higher cost than my Hilton points booking.
The Director of the closed property has apologized on behalf of his property and the one that refused to honour the booking/email. After 5 days I moved over to the property on a different reservation because I had to go somewhere. The GM of the refusing property has said hello to me in the lounge- no apology of any sort. Curious whether he knew what had happened I asked him and he replied that he knew all about it (ie: I don't want to talk about it), and took zero responsibility for anything (frankly, kinda get the feeling the tone deaf upsell attempt was HIS policy!).
Zero offer of compensation. Heck, I didn't even get a generic welcome letter in my room, nor the question of arrival gift vs points (I got neither). I waited 5 days from after the initial incidence to contact HH Diamond desk. The rep was great, but, of course, these things are handled by the property. It's been 10 days now and they clearly aren't offering me anything.
So, WWYD and what is a fair outcome?