Originally Posted by MisterNice
My friend and his family made a confirmed reservation for the New York City Hampton Inn 320 Pearl St (Financial District) for Dec 9-12 2005. He said the hotel site said it was under construction but scheduled to open Dec 1 2005.
Today my friend said he received a telephone call from the hotel manager who said the hotel WILL NOT BE OPEN UNTIL JAN 1 2006 and suggested they call the XYZ hotel etc nd make reservations there (in mid-town NYC). No compensation or other advice was given (I don’t think he has any HH status). This other hotel is at least $100/night more expensive and not where they wanted to stay.
This doesn’t appear very nice to me and I never have seen it happen either. I need some advice before I call the Diamond Desk or Guest Assistance. I am a HH Diamond and feel a little guilty as I recommended the HH group to him and he has stayed at some HH hotels already. Does anyone have any suggestions?
MisterNice
Unless you made his reservation and paid for his stay, I don't think you're going to get a lot of help from the Diamond Desk. It's for Diamonds.
I'd say the guy is lucky he got the call warning him his hotel wouldn't be ready. No way they owe him anything more. An earlier call might have been better given a 3 week pushback from your friend's arrival to their opening. Seems like they might have known for a while.
As for the recommendation, I'm going to assume that property is owned by the same company. If it doesn't fit his needs or budget, he should look elsewhere. Priceline it if the budget's tight.
I've had reservations cancelled due to storm damage this year. I didn't get a call or expect one. The hotel is a pile of rubble, for gawds sake. Likewise, this place isn't open yet. They may not even have phone service. I wouldn't be offended by what happened to your friend and I
am a Diamond. And it wouldn't keep me from making my next reservation at a Hilton property. I might avoid hotels under construction next time, though.