Consolidated "Getting Walked (or denied a room) - Experiences & Questions" thread
Sep 8, 2015, 7:06 am
#812
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
PS: I'm hoping they don't have it in for our names.
)
May 10, 2016, 7:12 pm
#814
Join Date: Oct 2013
Location: LON, MAD
Programs: KE MC Premium, BA Gold, Hilton Diamond, AZ FA+, Melia Gold
Posts: 305
Diamond walked
Just reached the HGI at 1.30am to find out they had overbooked "like wha happens every night in every hotel" according to the manager. They moved me to the nearby Hilton, but initially did not even offer to pay for the room in the new hotel!
I asked why they couldn't have at least let me know earlier by phone or email, but was just met with a blank face and a "my shift just started" excuse.
I've read a lot about compensation in the US for this kind of issue, but is it worth pursuing in the UK? Nothing above the room charge was offered.
I asked why they couldn't have at least let me know earlier by phone or email, but was just met with a blank face and a "my shift just started" excuse.
I've read a lot about compensation in the US for this kind of issue, but is it worth pursuing in the UK? Nothing above the room charge was offered.
May 10, 2016, 7:23 pm
#815
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
May 10, 2016, 7:38 pm
#816
Join Date: Mar 2015
Posts: 1,989
Yes. At some point, the manager probably made a gamble to give away your room in the hope that you are a no-show. I suspect a lot of times, the properties win, but hey, sometimes the guest do come in at weird hours.
Meanwhile, take a look at these
http://www.flyertalk.com/forum/hilto...ve-thread.html
http://www.flyertalk.com/forum/hilto...d-diamond.html
Meanwhile, take a look at these
http://www.flyertalk.com/forum/hilto...ve-thread.html
http://www.flyertalk.com/forum/hilto...d-diamond.html
May 10, 2016, 7:39 pm
#817
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
Did you let them know when you anticipated arriving? 1:30 AM is pretty late. If I know I am going to arrive after 8:00 PM I always call and give them an estimate of my actual arrival time. They are always appreciative.
May 10, 2016, 7:41 pm
#818
Join Date: Apr 2015
Location: SNA
Programs: IHG Spire A, HH Diamond
Posts: 46
I thought that it is a Hilton wide policy and not a country specific one. The hotel has to:
- pay for the room at the other hotel
- pay for the drive there
- give the guests the points and miles for the room
- for diamond, give them $200
May 10, 2016, 8:03 pm
#819
Join Date: Feb 2003
Location: On strike
Posts: 8,135
I thought that it is a Hilton wide policy and not a country specific one. The hotel has to:
- pay for the room at the other hotel
- pay for the drive there
- give the guests the points and miles for the room
- for diamond, give them $200
In case anyone is wondering how to find such documents, see post 198 of http://www.flyertalk.com/forum/hilto...l#post18931417 for instructions:
Basically, Google for "[brand]" plus "brand operating standards," "global franchise operating standards," or the like, and you'll find plenty of good info. It may not always be current, but odds are good you can find something from the very recent past.
Last edited by beltway; May 10, 2016 at 8:53 pm
May 10, 2016, 9:29 pm
#820
Join Date: Sep 2011
Location: SFO/SMF
Programs: Holder of six "persona non-grata" awards
Posts: 1,914
So anyone know the login/password? 
http://www.hiltonworldwide.com/hd-as...14-hfs-nam.pdf
http://www.hiltonworldwide.com/hd-as...14-hfs-nam.pdf
FWIW, the HGI brand standard (as of 2012, anyway) called for a $100 payment, not $200, to Diamonds. See section 703.12 of http://www.tnjgroup.com/Drawings/Hob...Aug%202012.pdf
In case anyone is wondering how to find such documents, see post 198 of http://www.flyertalk.com/forum/hilto...l#post18931417 for instructions:
In case anyone is wondering how to find such documents, see post 198 of http://www.flyertalk.com/forum/hilto...l#post18931417 for instructions:
May 10, 2016, 10:28 pm
#821
Join Date: Apr 2015
Location: SNA
Programs: IHG Spire A, HH Diamond
Posts: 46
FWIW, the HGI brand standard (as of 2012, anyway) called for a $100 payment, not $200, to Diamonds. See section 703.12 of http://www.tnjgroup.com/Drawings/Hob...Aug%202012.pdf
I just spend way too much time reading that thing...
May 11, 2016, 2:22 am
#822
Join Date: Dec 2015
Location: London
Programs: HH Diamond, BAEC Gold (OWE)
Posts: 204
As a Diamond, I'd expect a call before they gave my room away. That's the least they can do.
May 11, 2016, 3:55 am
#823
Join Date: Oct 2013
Location: LON, MAD
Programs: KE MC Premium, BA Gold, Hilton Diamond, AZ FA+, Melia Gold
Posts: 305
Totally agree. If I have a guaranteed room, I expect it to be guaranteed until check out time or at least 9am. This was at an airport hotel as well - it's very difficult to let them know if you are stuck on a delayed long haul flight.
May 11, 2016, 7:18 am
#824
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Has anyone ever actually had success in getting the cash payment though? I can't say I can recall seeing it happen. Pointing to some leaked document on the internet that isn't supposed to even be public-facing doesn't exactly give the customer a ton of leverage.
May 11, 2016, 8:15 am
#825
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
What if they Don't Know Who You Are?