writerguyfl

As someone that used to work at a hotel Front Desk, I'll note that while it is to be avoided, sometimes there's no option but to walk an elite-level frequent guest.

It will vary based on the individual hotel as well as local market conditions. But at least a couple times each year, I'd show up for work at the Front Desk to discover that 100% of our arrivals were either elite-level guests or guests of our largest corporate client. In an oversold situation, that means you'll end up relocating someone you wouldn't even consider on a "normal" night.

isle-hawg

You should also get a full refund for the first night.

missamo80

Yeah, especially when the documents are literally available to the public from Hilton's website as the top result of a simple web search...

missamo80

How'd things wind up? What did the GM have to say?

DenverBrian

For the walk policy, not so in Hilton's case (but it is so in Marriott's case), according to the link below; nevertheless, the link below clearly denotes Hilton's walk policy as of late 2017.

https://loyaltylobby.com/2017/12/27/...-compensation/

Given that Hilton hasn't cease-and-desisted the website by now, I'm guessing this "proprietary" info is fine and dandy for public viewing on the internets.

Fraser

Is that you thinking it should be that way, because that's the first mention of it, including the (now deleted) HGI brand standards manual.

Saw the same girl on the front desk when I got in just now. She said a Visa prepaid card would be ready for me tomorrow evening and she'd text the GM who is still nowhere to be seen.

Fraser

So as an end to the tale I got the Visa gift card last night in a "Hello" Hilton branded envelope. Was at the front desk for me to collect and included a handwritten note from "Management" apologizing for the inconvenience.

I'm sure it's not quite how Hilton brand standards want the situation handled but for the minor inconvenience the $200 is more than welcome.

I do note that the Points Activity section of my account show it is only a three night stay with the rate being completely wrong on my receipt (something I only just noticed). The four nights I reserved were a total of $484.92 but the three nights I was charged for were $517.78. *sigh* . Online form completed.

hotturnip

I think some of these smaller properties don't walk very often and just don't know how to do it properly.

When I worked for Hyatt, we had a very clear process for walking. The front office manager always tried to schedule me on nights that we might walk because I was so good at it! The other clerks just deferred to the manager. I would send those folks over to the Embassy Suites across the street and have them thanking me for the inconvenience. I mean, a free night is a free night.

But they always got upgrades, room service amenities, and a letter from the rooms exec in the room when they returned.

writerguyfl

When I was a hotel Night Manager arriving for work when we were oversold, the first thing I'd do was to check who was working at the Front Desk. I was always thinking: "Please let Craig be working."

Craig was like you: a Rock Star when it came to walking. He would handle the relocation process all on his own and manage to convince the guest it wasn't a bad thing. It didn't matter if the guest was paying out of pocket or if the employer was paying. He just could make anyone content about being sent to the Crowne Plaza across the street (which wasn't nearly as nice as our hotel).

I pretty much nominated him for "Employee of the Month" every month.

DELee

Folks like Craig are what I call "naturals". Awesome!

David

isle-hawg

I wrote that because the HH terms and conditions state so.

Member Relocation and Recovery

1. The guest must be relocated at other Hilton branded hotel if possible. The hotel must pay the full cost of the first night’s stay including any expenses incurred such as transportation and phone calls to family members and business associates.

Most bookings are not prepaid. Since your's was you should be entitled to getting a refund for the first night unless I am not comprehending correctly.

shillard

I feel like creating several alt accounts just so I can like this more than once.

BThumme

Just happened to me at the Tru in Monroe, OH.

Like an above poster, I wasn�t walked, I was called by the hotel and informed they had no rooms available, were sorry, and hoped it wasn�t too much of an inconvenience . They called me at 11:30pm after I called them earlier to inform them I would be checking in late and they said it was no problem�

Anyways, we�re driving out so not much I could do now other then say okay, and I guess call back to the hotel tomorrow to talk with a manager and try and get some resolution.

I didn�t feel like pushing back or trying to ask for reaccomodations as I�ve had a super bad day of IRROPS flying and there were other nearby properties still available to
boom, but I feel like I get a bit of the short straw here.


Is the Best course of action just to call the hotel again tomorrow and ask, or should I have done that at the point of being called by the hotel? I didn�t get a cancellation email and have no trail of events to prove what happened.

SPN Lifer

I would have shown up anyway and slept in their lobby.

remymartin

Sorry no recommendations but how did this problem pan out?