Originally Posted by
smmrfld
It does indeed exist and I have received it.
Member Relocation and Recovery
1. The guest must be relocated at other Hilton branded hotel if possible. The hotel must pay the full cost of the first night’s stay including any expenses incurred such as transportation and phone calls to family members and business associates.
2. Hotel must complete an online form and send it to Hilton to ensure that the guest receives the stay/night credit and all the points associated with the stay had the guest not been walked.
3. Hotel general manager must follow in writing and and apologize for the incident and and offer an upgrade and/or VIP treatment if the guest returns to the hotel for the rest of his/her stay.
Relocated guests must be offered BEST AVAILABLE accommodations if they return to the property to complete the stay.
Hotel must inform the Guest Assistance about the relocated guests.
4. Diamond member should be the last guest to be walked (relocated). In addition to the above mentioned steps, Diamond member is eligible for $200 inconvenience payment on the spot in cash.
Instead of writing, hotel general manager or manager’s representative must call the Diamond member and apologize for the incident.
A few brief notes to what you posted above:
There is no longer a must on point one. The current verbiage references that a Hilton family property should be used when possible but it also mentions that should a relocation situation occur, check first with hotels you have a favorable negotiated rate with.. This point has always been irrelevant. One of the franchisee owners of the HWS I worked at had an LSOP 10+ years ago to disregard this point and relocate guests to a different property (a non-Hilton) they owned 15 miles away even though doing that bypassed multiple other Hilton brands along the way.
The online form and the Guest Assistance point are one and the same. This needs to be done within one hour of the relocation occurring but ideally in advance of the relocation, if possible.
There is no requirement for the GM to write to the guest. Any form of contact with suffice and it can be done by anyone on staff from the GM to the desk agent that started last week.
The HIS I'm at now has an LSOP in place from the management company that if a Diamond walk occurs and the member actually demands the $200, the cash will not be paid (we have it - in reality every property does as there are brand standards for house bank/drawer sizes) and to confirm the guest's mailing address so that a check can be sent within 30 days.