Originally Posted by
ssb2045
Had a strange experience with a Doubletree this past weekend, so I wanted to add a data point to this thread and get some advice on how to pursue a resolution.
I had a one reservation at a Doubletree booked several months ago - I picked the hotel specifically for its proximity to the train station as I had an early departure the next day. I did OLCI through the app around 7 PM on my way into the city, and was notified that the digital key was unavailable. When I arrived at the hotel around 1130 pm, they informed me that "You don't have a reservation, we're oversold" and handed me a letter from a stack of about 10 on the desk saying they would pay for my stay at another hotel. The manager on duty said she had called all the hotels in the downtown area and they were sold out as well, and that I would have to find my own accommodations for the night. She then left to go home for the night, leaving the one night auditor to deal with the rest of the guests who would show up to find they were on their own.
After a bunch of calling and searching, I was able to find a room at a Hilton by the airport and called to confirm it was available. (As a side note, when I was searching online, I noticed that the Doubletree was still showing availability, and for a lower rate that I had originally booked.) The front desk agent at the Hilton said he had never heard of a guest having a letter but no reservation, and eventually I put him on the phone with the Doubletree front desk and they figured it out. I took a 30-minute, $45 Uber to the new hotel, and finally got to bed around 2 AM, got up at 6 and took another $30 Uber back downtown.
When I got home, I called Hilton Guest Services and they offered me 20,000 HH points for the inconvenience. That seems low to me, at a minimum I'd like reimbursement for the additional transportation expense as well. I escalated my claim with the phone rep and he gave me a case number and told me to call back in 48 hours. Any advice for how to handle this claim when I call back?
Paying for your transportation is part of the brand standard when relocating a guest, so I'd be asking for the email address for a front office manager or higher to send receipts for reimbursement. If the hotel doesn't play ball, Hilton should be able to cut you a check for it and bill it to the hotel.
Sorry that was so poorly handled by the hotel. I'd die of shame if I walked a guest that badly.