Stayed in Bloomington - Normal Hampton Inn and got into a disagreement with the manager about check in time.
We were there at 3 which is check in time and our room wasn’t ready - not atypical now a days because of limited staff. We were told 30 minutes, no problem went to early dinner. Came back at 4:45 and room still not ready by rude front desk person. A little annoyed now after long day of traveling. Went to a local Walmart and walked around, back at 5:30. Still not ready and told 30 minutes from a nicer front desk person. Room was ready at 5:50.
was frustrated and asked if I could get any points back for my stay - spent 25,000 for the night. Told to email manager of hotel.
I emailed him and got no response, emailed again a week later and he told me that check in time means - that is when check in starts but it does not mean that your room is ready. He was also quite rude saying it was in appropriate of me to ask for some points back. I did not ask for a refund, just maybe some points for my inconvenience.
I, now triggered a bit which I admit is dumb of me…emailed him back and said that is not how check in time works. Room should be ready at check in time or why bother having a check in time at all, room might not be ready till 10 pm per his standards. Now I also asked for a full refund of my points and quoted the 100% satisfaction guarantee.
He emailed me back and said I was wrong and he was not going to give me any points.
I emailed Hilton customer service and got a reply from them that they forwarded it on to the manager of the hotel…which I specifically asked them not to do as my problem was with the manager.
Long story short, I got too annoyed at the manger probably but I don’t think I was wrong in my assumption that a check in time means the room should be ready by then and a few thousand inconvenience points back on my account would have been a nice gesture.
Looking back I am wondering though if I was wrong - does check in time mean something different? Maybe he was right and it only means that is when you can start asking if a room is ready?
Thanks for listening to my thoughts this holiday weekend
