Checked in at HGI Center City Philly. No diamond recognition as I posted over at the suite failure thread. Went downstairs and on my way out inquired with the manager about whether they offer breakfast to diamonds.

His response?

"No."

I was somewhat surprised and mentioned that that was new to me. He did eventually get around to admitting that guests had an option of breakfast or points. I told him that my myway benefits was set to breakfast. He started arguing and accusing me, saying that that was not the case (it is very much the case as my profile and every hgi ever can attest to). He was raising his voice and sticking his head at me and putting his hands on his hips.

Seeing this going nowhere, I just left rather than take anything that was coming.

I asked another staff member who said that this guy (i have withheld his name) is the highest oerson on the property.

Thoughts on this? I am frankly a bit taken aback...am I just being a spoiled flyertalker?

He sounds like a real doozy! Even if your account somehow were set to points, the property can over-ride that for your visit to issue a breakfast cert instead.

As far as upgrades go, HGI isn't required to do so.

Understood on the first count. A civilized person would have, I thought, simply overriden any settings (even though again there is no need to as my acct is properly configured).

Also understood of course that upgrades aren't required. The upgrade failure thread has evolved to include just general bad diamond treatment, and as the fact that i was diamond was not even so much as mentioned at check in, I thought that was worth a mention. Most properties at least thank guests for being diamond.

Thanks for the heads-up, and I will be sure to avoid this property. Make sure you post this on Tripadvisor as well. I would call the Diamond desk and ask to open up a formal complaint. I doubt you are the only elite member that has experienced this unique level of customer service from this individual.

Thanks. I was going to ask such - is a "formal complaint" a known thing? I would certainly be interested in going down that route. Also would be curious about invoking whatever guarantee HGI has if they do follow through with denial of benefits, which I think would be grounds.

Yes, the diamond desk agent will connect you with the appropriate department. They will give you a case number, and the property has a period of time that they have to respond to your satisfaction. If the property offers you points, HHonors will bill the individual property based upon the amount of points that will be deposited into your account. I also would mention the satisfaction guarantee, because I do agree that denial of benefits and being scouled/yelled at by a property manager certainly does not make for a satisfactory stay.

Indeed, he violated standards in not acknowledging your status and your My Way preference at check-in. I suspect he hasn't done any front desk work in so long that he's unaware of the requirement, and sounds, frankly, as though he resented being required to do so in some sort of a pinch.

Welcome to Philly. The city of no brotherly love. Doesn't surprise me a bit in the Phil.

lol

This is the city that threw snowballs at Santa and batteries at JD Drew. The Brief History of Unruly Philly Sports Fans

The stereotype certainly wasn't unknown to or lost on me. Still, a bit surprising to have it strongly reinforced about 10 minutes after showing up!