In March/April I was only Silver and just about to make Gold when I reported a problem with a Hampton Inn in Miami Dadeland I have been staying at. HHonours did request the GM of the franchisee to call and he did call but basically was not very helpful, which was the same response when I brought the problem to his attention personally before I checked out.

The bed was so hard that I had to have 2 messages 4 days apart and I can barely walk on 2 days. The solution was simple, they can buy a mattress pad or foam mattress for about $25-50 but the GM said he could not do that and he did not even offer to move me to another room.

I told him very frankly when he called and asked if he can get me to stay again that if he had solved the problem or address the issue or did something else I might have but with the way my complaint has been handled, I would not and the GM of the Hampton Inn never offered any compensation or point or something else (which something should have been under the 100% satisfaction guarantee and I had never had to invoke it except for this one). The HHonour desk never followed up again and I got too busy to chase them but that is why I value my Hyatt Diamond over my Hilton Diamond since the one time I had a poor but not horriable stay at the Hyatt Dallas airport and I just commented that I was not informed that the property was under renovation when I booked, Gold Passport credit me with a free night without me asking for anything.

I think if the Hampton is a franchisee, it really depend on the franchisee. Some are very good as is at the Hampton Inn and Suites near Miami airport but others really does not care and would not do anything. I think HHonurs leave it up to the property to make restitution/compensation but not sure if they do anything if the franchisee does not.