After reading that arrogant letter posted by
bruin as having received from Lee Scott of HH, I e-mailed HH told the we were members of Flyertalk the world largest frequent flyer community pasted bruin post including the letter and asked them assuming the contents of the response was as shown whether that is the sort of customer service one could expect.
Got this e-mail this AM.
Not sure they read it fully because they apperently thought I was the stayer
[FONT=Book Antiqua]Dear Mr. SXXXXXX,
Thank you for your e-mail concerning your recent visit to the Munich Park Hilton.
At Hilton International, our aim is to provide outstanding customer service and it is never our intention for anybody to be less then satisfied with our services. Please accept my sincere apologies for the e-mail response sent to your previously. The wording was totally inappropriate and by no means a reflection of our usual standard. Please be assured that the staff member responsible for this communication, is no longer part of the Hilton team.
[B]Please see below our policies for Executive Lounge access for your reference:
1. If the hotel has an Executive Floor with room availability at the time of allocation (normally in the early hours of the arrival day), then all Diamond VIPs should be upgraded to Executive Rooms.
2. If the Diamond member has booked an Executive Room, the hotel should offer the guest an alternative amenity.
3. For hotels that do not have an Executive Floor, Diamond members should be upgraded to the next best available room type from the one they have booked.
4. If a hotel's Executive Floor is fully occupied, Diamond members should be upgraded to the next best available room type from the one they have booked. In this instance, the member SHOULD NOT be granted access to the Executive Lounge. Only those guests staying on the Executive Floor should have access to the Lounge.
5. If there are no rooms to upgrade Diamond member to, Executive or otherwise, they should be offered complimentary Hilton breakfast each morning of their stay. This includes the members choice of room service breakfast (Continental Breakfast) or in the restaurant.
6. If there are no rooms to upgrade the Diamond member to, Executive or otherwise, and they are already on a breakfast inclusive rate, the member should be given an alternative amenity.
Mr. Sxxxxx, although apologies "after the fact" do little to make amends, I do sincerely regret the incidents which caused your overall impression of Hilton to be less favourable.
Furthermore, thank you for taking the time to document your concerns. It is through such communication that we are given an opportunity to evaluate our performance and ensure that we deliver the standard of service expected of Hilton.
If I can assist you further with this or any other HHonors related issue, please do not hesitate to contact me. I will be happy to help you personally.
For now, my best regards,
Gaynor Creran
Guest Relations Manager
Hilton HHonors
UK&IR/EUR/M.EAST/AFR [/FONT] [/B]
NOTE THE TERMS FOR LOUNGE ACCESS, WHICH IS EXPANDED ON IN THIS RESPONSE.
As a result two things ( I have always thought) appears more clearly to me
a) One is likely to get a better room/upgrade if checking early in the checkin period.
b) Some property front desk personnel most likely are to lazy to go through the sequence of the lounge access/breakfast/upgrade process.
I intend to print out a copy of the above response so I am able to show it to check in personnel if needed and I presume the above is only relevant to Intertnational HH.
mike