Who to complain to re: Hampton Inn airport shuttle issue?
#1
Original Poster
Join Date: Apr 2007
Location: IAD
Programs: united, american, alaska
Posts: 1,782
Who to complain to re: Hampton Inn airport shuttle issue?
I had a recent one-night stay at the Hampton Inn - Tampa Westshore. It was a perfectly adequate hotel, about what one expects from HI. But getting there was another matter.
Hotel shuttles don't circulate at TPA so you have to call. Finding the phone number was a bit of a challenge since it was not in the hotel info on the reservation. (Strike one!)
Calling was another matter. I won't whine too much about the phone tree, but when I did reach the front desk, they immediately put me on hold. For 27 minutes. And then told me that it would be at least a half hour for a shuttle. In addition, the clerk seemed entirely unfamiliar with the layout of the airport. I was at a sign that said "hotel courtesy shuttles" (among other things), which had an enclosed area saying "Ground Transportation Waiting Area" and the only other sign identifying the area said "Blue 1." This was not apparently enough information for her, as she added "if the shuttle isn't there in a half hour, you are waiting at the wrong place." The shuttle did actually show up in 20 or so minutes, so it worked out, but I was still peeved.
I understand the hotel was fully booked and the front desk is understaffed, but it should be simple enough to find out why somebody is calling and do some sort of triage.
I don't particularly want anything (other than to avoid that hotel on any future trip to TPA, which is easy enough since it isn't a frequent destination for me) but I would like to make the corporate powers that be aware of the need for improved staffing and improved training. Who best to contact?
Hotel shuttles don't circulate at TPA so you have to call. Finding the phone number was a bit of a challenge since it was not in the hotel info on the reservation. (Strike one!)
Calling was another matter. I won't whine too much about the phone tree, but when I did reach the front desk, they immediately put me on hold. For 27 minutes. And then told me that it would be at least a half hour for a shuttle. In addition, the clerk seemed entirely unfamiliar with the layout of the airport. I was at a sign that said "hotel courtesy shuttles" (among other things), which had an enclosed area saying "Ground Transportation Waiting Area" and the only other sign identifying the area said "Blue 1." This was not apparently enough information for her, as she added "if the shuttle isn't there in a half hour, you are waiting at the wrong place." The shuttle did actually show up in 20 or so minutes, so it worked out, but I was still peeved.
I understand the hotel was fully booked and the front desk is understaffed, but it should be simple enough to find out why somebody is calling and do some sort of triage.
I don't particularly want anything (other than to avoid that hotel on any future trip to TPA, which is easy enough since it isn't a frequent destination for me) but I would like to make the corporate powers that be aware of the need for improved staffing and improved training. Who best to contact?
#2
Join Date: Jul 2001
Location: Back to Florida...... bye London
Programs: Hilton, AA,, Delta
Posts: 5,149
I had a recent one-night stay at the Hampton Inn - Tampa Westshore. It was a perfectly adequate hotel, about what one expects from HI. But getting there was another matter.
Hotel shuttles don't circulate at TPA so you have to call. Finding the phone number was a bit of a challenge since it was not in the hotel info on the reservation. (Strike one!)
Calling was another matter. I won't whine too much about the phone tree, but when I did reach the front desk, they immediately put me on hold. For 27 minutes. And then told me that it would be at least a half hour for a shuttle. In addition, the clerk seemed entirely unfamiliar with the layout of the airport. I was at a sign that said "hotel courtesy shuttles" (among other things), which had an enclosed area saying "Ground Transportation Waiting Area" and the only other sign identifying the area said "Blue 1." This was not apparently enough information for her, as she added "if the shuttle isn't there in a half hour, you are waiting at the wrong place." The shuttle did actually show up in 20 or so minutes, so it worked out, but I was still peeved.
I understand the hotel was fully booked and the front desk is understaffed, but it should be simple enough to find out why somebody is calling and do some sort of triage.
I don't particularly want anything (other than to avoid that hotel on any future trip to TPA, which is easy enough since it isn't a frequent destination for me) but I would like to make the corporate powers that be aware of the need for improved staffing and improved training. Who best to contact?
Hotel shuttles don't circulate at TPA so you have to call. Finding the phone number was a bit of a challenge since it was not in the hotel info on the reservation. (Strike one!)
Calling was another matter. I won't whine too much about the phone tree, but when I did reach the front desk, they immediately put me on hold. For 27 minutes. And then told me that it would be at least a half hour for a shuttle. In addition, the clerk seemed entirely unfamiliar with the layout of the airport. I was at a sign that said "hotel courtesy shuttles" (among other things), which had an enclosed area saying "Ground Transportation Waiting Area" and the only other sign identifying the area said "Blue 1." This was not apparently enough information for her, as she added "if the shuttle isn't there in a half hour, you are waiting at the wrong place." The shuttle did actually show up in 20 or so minutes, so it worked out, but I was still peeved.
I understand the hotel was fully booked and the front desk is understaffed, but it should be simple enough to find out why somebody is calling and do some sort of triage.
I don't particularly want anything (other than to avoid that hotel on any future trip to TPA, which is easy enough since it isn't a frequent destination for me) but I would like to make the corporate powers that be aware of the need for improved staffing and improved training. Who best to contact?
#3
Join Date: Jun 2005
Location: DTW/FNT
Programs: Delta (nee NW), Hilton Diamond. IHG (PT)
Posts: 4,823
pretty hard to blame anyone else if you didn't do that.
Also, it's possible that the shuttle just left the airport, has to go to the hotel then come back again .... so a 30 minute wait for a hotel 10-15 minutes away isn't that unusual.
Bob H
#4
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
1. Always have contact information for the property in your schedule, whether it's on paper or a calendar app / Outlook or whatever you use.
2. My assistant double checks ground transportation. When I'm traveling on leisure, I always do this.
3. As to the specific, whether the 20 mins is reasonable depends on how far the property is. At a large property with an on-airport or next-to-airport 3-5 minute ride, 20 mins. seems a long time. If it's a 10-minute ride and the shuttle just left the airport, it's gonna be 20 mins. before it gets back.
4. No way would I wait 27 mins to beat a couple of buck cab fare.
2. My assistant double checks ground transportation. When I'm traveling on leisure, I always do this.
3. As to the specific, whether the 20 mins is reasonable depends on how far the property is. At a large property with an on-airport or next-to-airport 3-5 minute ride, 20 mins. seems a long time. If it's a 10-minute ride and the shuttle just left the airport, it's gonna be 20 mins. before it gets back.
4. No way would I wait 27 mins to beat a couple of buck cab fare.
#5
Join Date: Aug 2008
Location: MCO
Programs: DL-DM/1MM, HILTON-DIA, .HYATT-DIA/GLOB , IHG-PLT,HERTZ 5*, NATIONAL ES
Posts: 8,691
1.
3. As to the specific, whether the 20 mins is reasonable depends on how far the property is. At a large property with an on-airport or next-to-airport 3-5 minute ride, 20 mins. seems a long time. If it's a 10-minute ride and the shuttle just left the airport, it's gonna be 20 mins. before it gets back.
4. No way would I wait 27 mins to beat a couple of buck cab fare.
3. As to the specific, whether the 20 mins is reasonable depends on how far the property is. At a large property with an on-airport or next-to-airport 3-5 minute ride, 20 mins. seems a long time. If it's a 10-minute ride and the shuttle just left the airport, it's gonna be 20 mins. before it gets back.
4. No way would I wait 27 mins to beat a couple of buck cab fare.
#6
Join Date: May 2011
Location: Minneapolis, originally from Cincinnati
Programs: Diamond with Delta, Hyatt and Hilton. 2 MM and Plat with America (thank you citi:))
Posts: 2,345
There is no excuse for being put on hold for that long.
If you are a diamond member, I would complain to the DD. The appropriate time to complain was before check out. I would have asked to speak to the hotel GM at check out and if he wasn't available asked for the manager in charge or an email address.
It is possible you could have enforced the guarantee policy put that is pushing it.
If you are a diamond member, I would complain to the DD. The appropriate time to complain was before check out. I would have asked to speak to the hotel GM at check out and if he wasn't available asked for the manager in charge or an email address.
It is possible you could have enforced the guarantee policy put that is pushing it.
#7
In Memoriam
Join Date: Feb 2000
Location: Easton, CT, USA
Programs: ua prem exec, Former hilton diamond
Posts: 31,801
Why would you wait 27 minutes on hold instead of hanging up and calling back?
As to the wait, many Hampton Inn's including that one (according to their website) offer free local transportation. They could have been picking up another group someplace else and had to return to the hotel first.
As to where the pick up area is, front desk people (including many at airport parking lots) don't ever drive to the airport so they don't have a clue where the pick up area is. I remember once giving the person at the front desk of a lot I use on a regular basis a listing of the airlines and which terminal they were in, since she only knew terminal numbers, not airlines, and passengers don't know terminal numbers usually. It happens.
I'm not sure what contacting the hotel would accomplish.
As to the wait, many Hampton Inn's including that one (according to their website) offer free local transportation. They could have been picking up another group someplace else and had to return to the hotel first.
As to where the pick up area is, front desk people (including many at airport parking lots) don't ever drive to the airport so they don't have a clue where the pick up area is. I remember once giving the person at the front desk of a lot I use on a regular basis a listing of the airlines and which terminal they were in, since she only knew terminal numbers, not airlines, and passengers don't know terminal numbers usually. It happens.
I'm not sure what contacting the hotel would accomplish.
#8
Original Poster
Join Date: Apr 2007
Location: IAD
Programs: united, american, alaska
Posts: 1,782
2) I DID check the ground transportation - it said there was a shuttle. That's why I was calling for a shuttle. (And why I'd made the reservation there in the first place.)
#9
Original Poster
Join Date: Apr 2007
Location: IAD
Programs: united, american, alaska
Posts: 1,782
Why would you wait 27 minutes on hold instead of hanging up and calling back?
As to the wait, many Hampton Inn's including that one (according to their website) offer free local transportation. They could have been picking up another group someplace else and had to return to the hotel first.
I'm not sure what contacting the hotel would accomplish.
As to the wait, many Hampton Inn's including that one (according to their website) offer free local transportation. They could have been picking up another group someplace else and had to return to the hotel first.
I'm not sure what contacting the hotel would accomplish.
The wait for the shuttle was the minor issue (though the shuttle driver did say they were just waiting to be called, not out on another run). It's the unacceptable telephone performance that is the main issue.
What I'd like to accomplish is having someone else not have to deal with that idiocy. I assure you that should I ever have to be in that area again, I will stay elsewhere so it makes no difference to me other than that.
#10
Join Date: Feb 2008
Location: Nashville, TN
Programs: WN Nothing and spending the half million points from too many flights, Hilton Diamond
Posts: 8,043
I also stay at the typical no surprises Hyatt Place that is behind the HI.
I always rent a car, so I can not help on the shuttle service.
#11
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
I'd frankly complain to the GM (his name is Paul Perez for convenience). Your experience would have me considering invoking the Hampton guarantee... (a few of those and the GM will find a lot of motivation to crank up the service / training). He also reads TripAdvisor, so...
I also recommend programming the number(s) of hotels, etc. where one is going into one's mobile / cell phone. Makes things easier.
100% Hampton Guarantee®
Friendly Service, clean rooms, comfortable surroundings, every time. If you’re not satisfied, we don’t expect you to pay. That’s our commitment & your guarantee. That’s 100% Hampton.
Our 100% Hampton Guarantee® is boldly etched on our front desk so that it is constantly visible to our employees and our guests. Our guarantee epitomizes the pride we take in our brand, our hotels, and our service to you, our guest. We'll do whatever it takes to make our guests feel welcome, relaxed, and completely comfortable.
Friendly Service, clean rooms, comfortable surroundings, every time. If you’re not satisfied, we don’t expect you to pay. That’s our commitment & your guarantee. That’s 100% Hampton.
Our 100% Hampton Guarantee® is boldly etched on our front desk so that it is constantly visible to our employees and our guests. Our guarantee epitomizes the pride we take in our brand, our hotels, and our service to you, our guest. We'll do whatever it takes to make our guests feel welcome, relaxed, and completely comfortable.