Consolidated "Getting Walked (or denied a room) - Experiences & Questions" thread
#91
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
Originally Posted by MDtR-Chicago
It's interesting you got walked as a Gold. There must have been something very unexpected going on that night, as a Hilton hotel would never walk a Gold unless absolutely necessary.
#92
Join Date: Mar 2005
Location: Southern California
Programs: US Airways,Hilton HHonors, Marriott, National
Posts: 1,341
Originally Posted by bigjim
I was going to be walked a couple of weeks ago by a Hilton chain hotel a couple of weeks ago, unless I accepted a smoking room even though had a confirmed non-smoking room...I'm a Diamond.
#93
Moderator: Chase Ultimate Rewards
Join Date: Apr 2005
Location: SFO
Programs: UA 2P, MR LT Plat, IHG Plat, BW Dia, HH Au, Avis PC
Posts: 5,424
The problem we've been having a lot lately are shady travel agents. They're booking VIPs who want non-smoking into the smoking bucket, and then not listing their HH numbers. So when the VIP shows up, we're in a major bind trying to find a non-smoking when a smoking reservation was made. A lot of the time we just can't do it, because the numbers don't add up, and we've already given the non-smoking away.
The other thing that happens a lot is a HH member with profile preferences that aren't their real prefs. If you say you prefer 2 doubles, for example, we may override your reservation to try to grant that, especailly if that makes our numbers add up better.
The moral of the story is, it's worth your time to take the confirmation number and call back over to the hotel in advance to make sure you can get what you want, and also to keep your profile updated and on every reservation.
The other thing that happens a lot is a HH member with profile preferences that aren't their real prefs. If you say you prefer 2 doubles, for example, we may override your reservation to try to grant that, especailly if that makes our numbers add up better.
The moral of the story is, it's worth your time to take the confirmation number and call back over to the hotel in advance to make sure you can get what you want, and also to keep your profile updated and on every reservation.
#94
Join Date: Jul 2003
Programs: Hilton Diamond, Starwood Lifetime Platinum, Marriott Gold, Hyatt Diamond, Delta Platinum
Posts: 2,188
Originally Posted by MDtR-Chicago
The problem we've been having a lot lately are shady travel agents. They're booking VIPs who want non-smoking into the smoking bucket, and then not listing their HH numbers. So when the VIP shows up, we're in a major bind trying to find a non-smoking when a smoking reservation was made. A lot of the time we just can't do it, because the numbers don't add up, and we've already given the non-smoking away.
The other thing that happens a lot is a HH member with profile preferences that aren't their real prefs. If you say you prefer 2 doubles, for example, we may override your reservation to try to grant that, especailly if that makes our numbers add up better.
The moral of the story is, it's worth your time to take the confirmation number and call back over to the hotel in advance to make sure you can get what you want, and also to keep your profile updated and on every reservation.
The other thing that happens a lot is a HH member with profile preferences that aren't their real prefs. If you say you prefer 2 doubles, for example, we may override your reservation to try to grant that, especailly if that makes our numbers add up better.
The moral of the story is, it's worth your time to take the confirmation number and call back over to the hotel in advance to make sure you can get what you want, and also to keep your profile updated and on every reservation.
#96
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Matre-plongeur des Muccis
Posts: 62,948
One thing I do that seems to help in at least some instances is to take the time to add my comments in the notes section of the booking. E.g. "HHonors Diamond VIP #123456. Pls. hold for poss. late arvl. Pref..." etc. Tends to reinforce the information... and I'm just trying to do my job as a customer by making it easier for them to do their job.
#97
Moderator: Chase Ultimate Rewards
Join Date: Apr 2005
Location: SFO
Programs: UA 2P, MR LT Plat, IHG Plat, BW Dia, HH Au, Avis PC
Posts: 5,424
Originally Posted by JDiver
One thing I do that seems to help in at least some instances is to take the time to add my comments in the notes section of the booking. E.g. "HHonors Diamond VIP #123456. Pls. hold for poss. late arvl. Pref..." etc. Tends to reinforce the information... and I'm just trying to do my job as a customer by making it easier for them to do their job.
(You would not believe what I went thru tonight to not walk a Diamond... Let's just say... team effort leads to positive results for everyone. )
#98
Join Date: Mar 2003
Location: Denver, CO USA
Programs: UA 1K, Marriott Platinum, Hilton Gold, Holiday Inn Platinum, peon on the rest
Posts: 677
And they charged me for a room they wouldn't give me!
To add insult to injury, the hotel that "walked me" charged my credit card for the toom that they wouldn't give me!
#102
Join Date: Mar 2005
Location: lawn guylandt
Programs: AA million miler
Posts: 478
do you or the employee have experience being walked?
you should expect, at a minimum, tonites room, free
transportation to and from the new hotel (assuming the employee is coming back to the QCH for tomorrow nite)
an upgrade when he/she checks in tomorrow- or at the least lounge access if one exists
then you turn on your charm and your negotiating skills-
how about-"this really screws up my meeting schedules for tomorrow, can i get coupons for 2 free nights systemwide?"
(i got this in MPLS- they originally only offered one but i insisted on 2)
dinner? breakfast? cocktails?
be nice, but ask- be proactive not reactive
but just resign yourself to not staying at the QCH tonite!
you should expect, at a minimum, tonites room, free
transportation to and from the new hotel (assuming the employee is coming back to the QCH for tomorrow nite)
an upgrade when he/she checks in tomorrow- or at the least lounge access if one exists
then you turn on your charm and your negotiating skills-
how about-"this really screws up my meeting schedules for tomorrow, can i get coupons for 2 free nights systemwide?"
(i got this in MPLS- they originally only offered one but i insisted on 2)
dinner? breakfast? cocktails?
be nice, but ask- be proactive not reactive
but just resign yourself to not staying at the QCH tonite!
#104
Join Date: Aug 2003
Location: NYC
Programs: UA 1.5 Million Mile flyer, Hilton Diamond, Bonvoy Gold, Hertz 5* and PC since 1985
Posts: 5,611
Originally Posted by edgewood
do you or the employee have experience being walked?
you should expect, at a minimum, tonites room, free
transportation to and from the new hotel (assuming the employee is coming back to the QCH for tomorrow nite)
an upgrade when he/she checks in tomorrow- or at the least lounge access if one exists
then you turn on your charm and your negotiating skills-
how about-"this really screws up my meeting schedules for tomorrow, can i get coupons for 2 free nights systemwide?"
(i got this in MPLS- they originally only offered one but i insisted on 2)
dinner? breakfast? cocktails?
be nice, but ask- be proactive not reactive
but just resign yourself to not staying at the QCH tonite!
you should expect, at a minimum, tonites room, free
transportation to and from the new hotel (assuming the employee is coming back to the QCH for tomorrow nite)
an upgrade when he/she checks in tomorrow- or at the least lounge access if one exists
then you turn on your charm and your negotiating skills-
how about-"this really screws up my meeting schedules for tomorrow, can i get coupons for 2 free nights systemwide?"
(i got this in MPLS- they originally only offered one but i insisted on 2)
dinner? breakfast? cocktails?
be nice, but ask- be proactive not reactive
but just resign yourself to not staying at the QCH tonite!
They then found a room on the club floor and ponyed up some Breakfeast coupon.
Thanks FT'ers!