Aug 12, 2016, 5:14 pm
Last edit by: beltway
For information on how to locate Hilton's current "walking" policies, see http://www.flyertalk.com/forum/16853805-post9.html and http://www.flyertalk.com/forum/16660591-post430.html
Does Hilton have an official policy for walking a Diamond?
Nov 10, 2017, 6:05 am
#76
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
I got walked this week at the HGI JAX Airport.
Even though the airport had every known chain brand hotel known to man surrounding it, they put me in the cheapest no name run down hotel in the area where the night desk clerk told me they put up lots of people daily walked from the HGI (I know, hearsay). It was 1am at this point and even though I should have made the effort to find another hotel on my own, I just stayed there and survived. I called the Diamond desk that night and they told me I was entitled to points as if I stayed the night, the room paid for by the HGI (which they did), and $200.
The next morning I went to talk to the HGI manager. I wanted to know why they didn't just call me where I could have made alternative arrangements, why they put me up in a total dump, and how do I get my $200. First he wouldn't see me because he was on a very important conference call that would last 2 hours. After I told the Asst Mgr he sent out about the $200, the manager came out. Rude wasn't the word for it. Told me he never heard ever about the $200 for walking a Diamond and as he turned around to leave, he said he would never pay me $200 so to just forget it.
I said I wasn't leaving until it was resolved and he said he would be on his call for hours. I told him I'd be waiting in the lobby until he was done.
I call the Diamond desk from the lobby, who then called the hotel. Finally the Diamond desk said they would mail me the check and charge back the hotel. I got a file number and left.
Thankfully the Diamond desk took care of me. I sure hope I get a survey!
Even though the airport had every known chain brand hotel known to man surrounding it, they put me in the cheapest no name run down hotel in the area where the night desk clerk told me they put up lots of people daily walked from the HGI (I know, hearsay). It was 1am at this point and even though I should have made the effort to find another hotel on my own, I just stayed there and survived. I called the Diamond desk that night and they told me I was entitled to points as if I stayed the night, the room paid for by the HGI (which they did), and $200.
The next morning I went to talk to the HGI manager. I wanted to know why they didn't just call me where I could have made alternative arrangements, why they put me up in a total dump, and how do I get my $200. First he wouldn't see me because he was on a very important conference call that would last 2 hours. After I told the Asst Mgr he sent out about the $200, the manager came out. Rude wasn't the word for it. Told me he never heard ever about the $200 for walking a Diamond and as he turned around to leave, he said he would never pay me $200 so to just forget it.
I said I wasn't leaving until it was resolved and he said he would be on his call for hours. I told him I'd be waiting in the lobby until he was done.
I call the Diamond desk from the lobby, who then called the hotel. Finally the Diamond desk said they would mail me the check and charge back the hotel. I got a file number and left.
Thankfully the Diamond desk took care of me. I sure hope I get a survey!
Nov 10, 2017, 7:35 am
#77
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I got walked this week at the HGI JAX Airport.
Even though the airport had every known chain brand hotel known to man surrounding it, they put me in the cheapest no name run down hotel in the area where the night desk clerk told me they put up lots of people daily walked from the HGI (I know, hearsay). It was 1am at this point and even though I should have made the effort to find another hotel on my own, I just stayed there and survived. I called the Diamond desk that night and they told me I was entitled to points as if I stayed the night, the room paid for by the HGI (which they did), and $200.
The next morning I went to talk to the HGI manager. I wanted to know why they didn't just call me where I could have made alternative arrangements, why they put me up in a total dump, and how do I get my $200. First he wouldn't see me because he was on a very important conference call that would last 2 hours. After I told the Asst Mgr he sent out about the $200, the manager came out. Rude wasn't the word for it. Told me he never heard ever about the $200 for walking a Diamond and as he turned around to leave, he said he would never pay me $200 so to just forget it.
I said I wasn't leaving until it was resolved and he said he would be on his call for hours. I told him I'd be waiting in the lobby until he was done.
I call the Diamond desk from the lobby, who then called the hotel. Finally the Diamond desk said they would mail me the check and charge back the hotel. I got a file number and left.
Thankfully the Diamond desk took care of me. I sure hope I get a survey!
Even though the airport had every known chain brand hotel known to man surrounding it, they put me in the cheapest no name run down hotel in the area where the night desk clerk told me they put up lots of people daily walked from the HGI (I know, hearsay). It was 1am at this point and even though I should have made the effort to find another hotel on my own, I just stayed there and survived. I called the Diamond desk that night and they told me I was entitled to points as if I stayed the night, the room paid for by the HGI (which they did), and $200.
The next morning I went to talk to the HGI manager. I wanted to know why they didn't just call me where I could have made alternative arrangements, why they put me up in a total dump, and how do I get my $200. First he wouldn't see me because he was on a very important conference call that would last 2 hours. After I told the Asst Mgr he sent out about the $200, the manager came out. Rude wasn't the word for it. Told me he never heard ever about the $200 for walking a Diamond and as he turned around to leave, he said he would never pay me $200 so to just forget it.
I said I wasn't leaving until it was resolved and he said he would be on his call for hours. I told him I'd be waiting in the lobby until he was done.
I call the Diamond desk from the lobby, who then called the hotel. Finally the Diamond desk said they would mail me the check and charge back the hotel. I got a file number and left.
Thankfully the Diamond desk took care of me. I sure hope I get a survey!
Nov 10, 2017, 7:44 am
#78
FlyerTalk Evangelist
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,394
Oh how I would have fun with this guy! They are saying their property is a dump too? That would read well on Trip Advisor! Yes, many hotels are separate businesses and can pretty much do what they want, but I'm sure the chain has hooks to entice conformance. This guy should get fined big time. And I hope HH throws you a chunk of points for the hassle.
I'd recommending private messaging Lauren on here as well so she's aware of the situation if she isn't reading this thread so she can make sure that management is trained on how to handle a walk.
I've never understood why a hotel would walk a diamond anyway.
Nov 10, 2017, 7:50 am
#79
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
There are those that truly embrace being in the hospitality business and customer satisfaction is a goal knowing the $s will follow. Then there are those that just chase the $s and don't care how they get it or concerned about repeat business.
Nov 10, 2017, 8:30 am
#80
Join Date: Jun 2012
Location: Michigan
Programs: DL PM
Posts: 855
Nov 10, 2017, 9:21 am
#82
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,317
This week, I received a call about 6 hours prior to check-in at an HGI in Florida. The agent said "We're over-booked tonight and checking to see if you're still planning on joining us tonight." I said "Yes, I am." I was travelling with a colleague who received an identical call about 30 minutes later.
I was in line at check-in and they were in the process of walking the guest who was in front of me. It didn't appear he had status. They had arranged his transportation and the stay at the alternate accommodation. The alternate accommodation was definitely a dump compared to this $199/night HGI. The guest was (understandably) frustrated.
I was in line at check-in and they were in the process of walking the guest who was in front of me. It didn't appear he had status. They had arranged his transportation and the stay at the alternate accommodation. The alternate accommodation was definitely a dump compared to this $199/night HGI. The guest was (understandably) frustrated.
Nov 10, 2017, 10:10 am
#84
Join Date: Feb 2014
Posts: 921
And it doesn't matter how much training anyone gets...they actually need to execute their training. Heck, the 'conference call' couldn't been a refresher on walking customers, but it doesn't mean the manager will follow protocol.
Nov 10, 2017, 11:50 am
#85
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
From what I understand, 3rd party bookings of priceline, etc. are generally the first to walk in oversell situations. While we may feel that everybody and their sibling has elite status now, in reality it really should be a pretty dire situation where they actually, honestly need to walk Diamonds.
Nov 10, 2017, 12:56 pm
#86
Join Date: Apr 2013
Location: Orlando, FL
Programs: Marriott titanium elite, Hilton Diamond
Posts: 81
Nov 10, 2017, 1:28 pm
#87
FlyerTalk Evangelist
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,394
Her job isn't to train management on their jobs.
And it doesn't matter how much training anyone gets...they actually need to execute their training. Heck, the 'conference call' couldn't been a refresher on walking customers, but it doesn't mean the manager will follow protocol.
And it doesn't matter how much training anyone gets...they actually need to execute their training. Heck, the 'conference call' couldn't been a refresher on walking customers, but it doesn't mean the manager will follow protocol.
I know it's not her job but since she works in corporate she can escalate the complaint to the appropriate party. And it's just not knowing the proper treatment of walking a diamond, it sounds like this property regularly walks guests. I forgot he complained to the diamond desk though, if they got hit with a fine from the diamond desk it may make them aware of the policy
Nov 11, 2017, 3:13 pm
#88
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
I did drop her a note to let her know of a hotel that I'm guessing is doing a ton of walking and putting everyone into a dumpy local hotel. I gave her the file number and who I was dealing with. She can take it from here if she wants. If I get a survey from Hilton I'll add a review to it. In the end I lived so it's done. Only 3rd time in 20 years I've been walked.
Nov 12, 2017, 11:14 pm
#89
Join Date: Apr 2010
Location: Pikes Peak COS
Programs: 3 Month Delta Plat, UA PP 2.4mm, Marriott Lifetime Titanium, HH Lifetime Diamond, National EE
Posts: 426
Update: This hotel just took it to another level. They charged my credit card for the stay that never happened.
Nov 13, 2017, 5:00 am
#90
Join Date: Jul 2015
Programs: HH Diamond, HGVC, WN RR, National Exec, Avis Preferred
Posts: 1,055
