The Ha
mpton HotelNameRemoved has found my items for the 2nd stay after Ieft, but lacks competence dealing with the situation. Or is it me being too harsh and spoilt by Conrads and WAs?
Hilton Guest Assistance Case
I have been business travelling the past 28 years, and the two subsequent stays at the Hampton HotelNameRemoveds are the most disastrous ones, with the least effective recovery I have ever suffered.
Let me summarize the status of what I believe my guest assistance case is.
First Stay this month
My personal items have disappeared from my room at the Hampton. While the hotel has established that no one other than the subcontracted housekeeping firm has been entering the room, the manager also sent an email that read “I am sorry that you cannot find your items.”, suggesting that I was at fault.
Second Stay this month
My personal items had been removed (again) from my room on my last night at the Hampton. When I enquired at the reception, the receptionist was friendly, apologetic and said the front-office team would check with the next shift, as neither the manager nor housekeeping was reachable. I did ask the team to check on the floor and with lost and found, yet the team did not find anything. I did leave the next morning without my items, unshaven as all my items were gone, to a client meeting. At 11am I did get the manager’s e-mail that my items had been found and could be returned to my office address. They have since been sent by DHL, but not fast enough for my departure on Monday morning. I will therefore need to get a set of auxiliary items for my trip next week.
Hilton’s and Hampton HotelNameRemoved reaction
When on my 1st stay housekeeping did remove my items because, I did think this was due to me having two separate booking; the Hampton then tried to assure me that the bookings would be linked, and housekeeping would always be informed. I did mention on the 1st incident that I believe you leave guest at risk. with that 2nd incident, I believe more strongly that either the Hampton and housekeeping are not connected, as even with one booking my items got removed; or that the lost-and-found argument is a protective claim when housekeeping issues go deeper.
The Hampton HotelNameRemoved has since raised a case with the housekeeping firm. I have no visibility of that firm’s identity, or status, or when I will be compensated. I did consider the 15k service recovery points that the Hampton has been crediting after the 1st incident a gesture of good will. With the 2nd incident they appear wholly inadequate. If I were in either Hilton or the Hampton or the Manager, I would proactively check and double check on that 2nd stay; instead, no one was even reachable reactively on on the last night.
I would suggest that
·Hilton and-or the Hampton compensate me directly and immediately for the items that were removed on the 1st incident;
·Hilton and-or the Hampton compensate me for the 2nd incident in a meaningful way.
I am contemplating further steps and can be reached by phone or e-mail if you have any questions. I hope to receive a favorable reply soon.