Relocated - No Compensation Offered ...
Jun 15, 2015, 7:58 am
#1
Original Poster
Join Date: Apr 2006
Programs: Hilton Diamond, Marriott Lifetime Titanium
Posts: 127
Relocated - No Compensation Offered ...
This is a fairly long story so please bear with me.
I made a reservation on 6 Dec 2014 for a one night stay at a Hampton Inn in Winnipeg planned for 12 June. I received a call from a hotel rep at 1000 the morning of 12 June and was told I was being relocated to another hotel. The explanation was the FIFA tournament and that their reservation system erroneously allowed them to overbook (I didn’t challenge this but I knew it wasn’t an error).
The caller said I would receive all of my HHonors points and stay credit because the Hampton Inn would charge me for my room as booked. She further said they would pay for the replacement hotel and said I would only be responsible for incidentals. I asked about breakfast at the other hotel since Hampton Inns provide breakfast. I was told that they would not cover breakfast at the replacement hotel but would let me have breakfast at the Hampton Inn (they offered to send a shuttle to pick me up).
I replied that I was surprised they were relocating a Diamond and I mentioned that my reservation was over six months old. The Hampton Inn rep said they felt I would be happier at the replacement hotel and did not offer to keep my reservation with them. I asked about compensation for the inconvenience and was asked what I wanted. I suggested 20,000 points. The rep said they would charge me for the room as booked and would award me 20,000 points. I then asked for an email providing me the details on the agreed compensation.
I did not receive the email prior to my arrival in Canada and I had not purchased a Canada data plan. I had been given the name of the replacement hotel so I checked in there. The replacement hotel confirmed that the Hampton Inn would be responsible for the room and parking portion of my bill. When I accessed my mail from my room I found that I had received the email from the Hampton Inn. Included in that email was the following “Upon confirmation with our General Manager, in lieu of bonus Hilton Honors points.your stay will be complimentary”.
I sent an email back to the hotel informing them that I was not happy and was not willing to accept their new counter offer. I find the actions on the part of the hotel to be bad form.
Do any of you have suggestions on how to proceed? I feel, at a minimum, my stay should be complimentary and I should also receive the 20,000 points compensation. I appreciate any input and apologize for the length of this post.
Mari
I made a reservation on 6 Dec 2014 for a one night stay at a Hampton Inn in Winnipeg planned for 12 June. I received a call from a hotel rep at 1000 the morning of 12 June and was told I was being relocated to another hotel. The explanation was the FIFA tournament and that their reservation system erroneously allowed them to overbook (I didn’t challenge this but I knew it wasn’t an error).
The caller said I would receive all of my HHonors points and stay credit because the Hampton Inn would charge me for my room as booked. She further said they would pay for the replacement hotel and said I would only be responsible for incidentals. I asked about breakfast at the other hotel since Hampton Inns provide breakfast. I was told that they would not cover breakfast at the replacement hotel but would let me have breakfast at the Hampton Inn (they offered to send a shuttle to pick me up).
I replied that I was surprised they were relocating a Diamond and I mentioned that my reservation was over six months old. The Hampton Inn rep said they felt I would be happier at the replacement hotel and did not offer to keep my reservation with them. I asked about compensation for the inconvenience and was asked what I wanted. I suggested 20,000 points. The rep said they would charge me for the room as booked and would award me 20,000 points. I then asked for an email providing me the details on the agreed compensation.
I did not receive the email prior to my arrival in Canada and I had not purchased a Canada data plan. I had been given the name of the replacement hotel so I checked in there. The replacement hotel confirmed that the Hampton Inn would be responsible for the room and parking portion of my bill. When I accessed my mail from my room I found that I had received the email from the Hampton Inn. Included in that email was the following “Upon confirmation with our General Manager, in lieu of bonus Hilton Honors points.your stay will be complimentary”.
I sent an email back to the hotel informing them that I was not happy and was not willing to accept their new counter offer. I find the actions on the part of the hotel to be bad form.
Do any of you have suggestions on how to proceed? I feel, at a minimum, my stay should be complimentary and I should also receive the 20,000 points compensation. I appreciate any input and apologize for the length of this post.
Mari
Jun 15, 2015, 8:21 am
#3
Join Date: Mar 2010
Posts: 1,324
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If they walked you they should pay for the relocation hotel night and charge you zero. It seems they did that much so far. Now file a claim with Hilton customer care to receive your $200 USD. Also ask for the 20,000 points for them trying not to give you full compensation.
If they walked you they should pay for the relocation hotel night and charge you zero. It seems they did that much so far. Now file a claim with Hilton customer care to receive your $200 USD. Also ask for the 20,000 points for them trying not to give you full compensation.
Jun 15, 2015, 8:54 am
#5
Join Date: Jul 2001
Location: Back to Florida...... bye London
Programs: Hilton, AA,, Delta
Posts: 5,149
I think the hotel owes the OP the US$200 no matter what else they offered. It sounds like the hotel never told the OP what they were entitled to under the Hilton T&C's. Maybe the hotel didn't know what the OP was entitled to under the T&C's.
Either way, I think the OP should escalate this to either the Honors line or the Flyertalk rep on here.
Either way, I think the OP should escalate this to either the Honors line or the Flyertalk rep on here.
Jun 15, 2015, 8:59 am
#6
Join Date: Apr 2012
Posts: 176
If they argued, that he made a deal with the hotel, they should owe the OP 20.000pts because according to his post, these points were part of the agreement between him & the hotel.
Jun 15, 2015, 9:01 am
#7
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,423
Do you mind sharing the name of the property? People should know so they can stay away in the future.
That's not a legally binding waiver.
Jun 15, 2015, 9:36 am
#8
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Regardless, the best advice here is to PM the Hhonors rep.
Jun 15, 2015, 11:37 am
#9
Join Date: May 2005
Location: PHX
Programs: AA Gold, WN A+ & CP, HH Diamond, Hyatt Platinum, National Executive Elite
Posts: 3,240
I think it's only $100 for the Hampton Inn's (maybe some of the other brands at that end of the scale too).
Jun 15, 2015, 12:20 pm
#10
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
This is a fairly long story so please bear with me.
I made a reservation on 6 Dec 2014 for a one night stay at a Hampton Inn in Winnipeg planned for 12 June. I received a call from a hotel rep at 1000 the morning of 12 June and was told I was being relocated to another hotel. The explanation was the FIFA tournament and that their reservation system erroneously allowed them to overbook (I didn’t challenge this but I knew it wasn’t an error).
The caller said I would receive all of my HHonors points and stay credit because the Hampton Inn would charge me for my room as booked. She further said they would pay for the replacement hotel and said I would only be responsible for incidentals. I asked about breakfast at the other hotel since Hampton Inns provide breakfast. I was told that they would not cover breakfast at the replacement hotel but would let me have breakfast at the Hampton Inn (they offered to send a shuttle to pick me up).
I replied that I was surprised they were relocating a Diamond and I mentioned that my reservation was over six months old. The Hampton Inn rep said they felt I would be happier at the replacement hotel and did not offer to keep my reservation with them. I asked about compensation for the inconvenience and was asked what I wanted. I suggested 20,000 points. The rep said they would charge me for the room as booked and would award me 20,000 points. I then asked for an email providing me the details on the agreed compensation.
I did not receive the email prior to my arrival in Canada and I had not purchased a Canada data plan. I had been given the name of the replacement hotel so I checked in there. The replacement hotel confirmed that the Hampton Inn would be responsible for the room and parking portion of my bill. When I accessed my mail from my room I found that I had received the email from the Hampton Inn. Included in that email was the following “Upon confirmation with our General Manager, in lieu of bonus Hilton Honors points.your stay will be complimentary”.
I sent an email back to the hotel informing them that I was not happy and was not willing to accept their new counter offer. I find the actions on the part of the hotel to be bad form.
Do any of you have suggestions on how to proceed? I feel, at a minimum, my stay should be complimentary and I should also receive the 20,000 points compensation. I appreciate any input and apologize for the length of this post.
Mari
I made a reservation on 6 Dec 2014 for a one night stay at a Hampton Inn in Winnipeg planned for 12 June. I received a call from a hotel rep at 1000 the morning of 12 June and was told I was being relocated to another hotel. The explanation was the FIFA tournament and that their reservation system erroneously allowed them to overbook (I didn’t challenge this but I knew it wasn’t an error).
The caller said I would receive all of my HHonors points and stay credit because the Hampton Inn would charge me for my room as booked. She further said they would pay for the replacement hotel and said I would only be responsible for incidentals. I asked about breakfast at the other hotel since Hampton Inns provide breakfast. I was told that they would not cover breakfast at the replacement hotel but would let me have breakfast at the Hampton Inn (they offered to send a shuttle to pick me up).
I replied that I was surprised they were relocating a Diamond and I mentioned that my reservation was over six months old. The Hampton Inn rep said they felt I would be happier at the replacement hotel and did not offer to keep my reservation with them. I asked about compensation for the inconvenience and was asked what I wanted. I suggested 20,000 points. The rep said they would charge me for the room as booked and would award me 20,000 points. I then asked for an email providing me the details on the agreed compensation.
I did not receive the email prior to my arrival in Canada and I had not purchased a Canada data plan. I had been given the name of the replacement hotel so I checked in there. The replacement hotel confirmed that the Hampton Inn would be responsible for the room and parking portion of my bill. When I accessed my mail from my room I found that I had received the email from the Hampton Inn. Included in that email was the following “Upon confirmation with our General Manager, in lieu of bonus Hilton Honors points.your stay will be complimentary”.
I sent an email back to the hotel informing them that I was not happy and was not willing to accept their new counter offer. I find the actions on the part of the hotel to be bad form.
Do any of you have suggestions on how to proceed? I feel, at a minimum, my stay should be complimentary and I should also receive the 20,000 points compensation. I appreciate any input and apologize for the length of this post.
Mari
My team would be happy to investigate! Please feel free to send me a PM with your HHonors number and full name when you have a moment.
Cheers,
Erin
Jun 15, 2015, 10:28 pm
#11
Join Date: Mar 2015
Posts: 1,989
Question,
At which point in a reservation (upcoming stay) would it be considered a walk vs a cancelled reservation or is a property never supposed to cancel a reservation.
Jun 16, 2015, 7:20 am
#12
Join Date: Feb 2013
Location: DCA
Posts: 7,769
I would too be curious to hear the answer to this (though I think the likelihood is low that we will receive one). Properties have been known to dump reservations when they learn an event is coming to town, so that they can reprice. This isn't considered a walk months out. I forget what resolution posters here have had when that happens. What happened to the OP here I would call a walk since it was the same day.