Compensation request to hotel management and what type of compensation should I ask?
Sep 1, 2016, 5:58 am
#31
Original Poster
Join Date: May 2016
Programs: SPG Platinum,Hilton Diamond
Posts: 52
I am sorry if I'm being a jerk but I am so pissed to receive those filthy room and feeling very dissapointed that they didn't ask my permission to move my stuff.I can see mixed opinion here,some say it is the right thing for hotel to do it and some said hotel not supposed to do it so I guess I will just let hotel to give opinion about this issue and I will update here again I am so sorry.
For the update on room move,yes I've been move to a new room,same category which is executive room.It is way much better in term of cleanliness but still got minor issue such as TV remote control not working,loud air-condition sound at midnight and TV channel was not available a whole second day due to raining and the feedback from hotel team is it is "normal" so I'm a bit shocked never heard of this especially in a 5 star hotel.Too much error for this stay .To those who think I'm exaggerating the issues,here I post some photos for your valuation.
Dirty bathroom floor
Mold in bathroom
Blood stain on countertop
Blood stain on duvet
Leaking shower handle
Stain on luggage rack and wall
Dust on left sidetable
Leftover welcome amenities from previous guest at my front door was there upon my arrival until late evening.
toiletries wrap look bad for hotel standard
Hairs and filthy carpet
Rusty razor blade
Curtain was not well hang
Night lighting not working
Reading light also stuck in there and cannot be press
TV not working whole second day due to raining.come on,this is Malaysia, a tropical country which it is raining through out the year.
For the update on room move,yes I've been move to a new room,same category which is executive room.It is way much better in term of cleanliness but still got minor issue such as TV remote control not working,loud air-condition sound at midnight and TV channel was not available a whole second day due to raining and the feedback from hotel team is it is "normal" so I'm a bit shocked never heard of this especially in a 5 star hotel.Too much error for this stay .To those who think I'm exaggerating the issues,here I post some photos for your valuation.
Dirty bathroom floor
Mold in bathroom
Blood stain on countertop
Blood stain on duvet
Leaking shower handle
Stain on luggage rack and wall
Dust on left sidetable
Leftover welcome amenities from previous guest at my front door was there upon my arrival until late evening.
toiletries wrap look bad for hotel standard
Hairs and filthy carpet
Rusty razor blade
Curtain was not well hang
Night lighting not working
Reading light also stuck in there and cannot be press
TV not working whole second day due to raining.come on,this is Malaysia, a tropical country which it is raining through out the year.
Sep 1, 2016, 10:57 am
#32
Join Date: May 2003
Location: CA
Programs: AA Lifetime Gold, HHonors Diamond
Posts: 2,879
To the OP. You need to get over it. No one has said your first room was not acceptable. When you told the hotel about the problem, they moved you to a new, cleaner room. YOU left the hotel without telling them when you would be back. If they did not move your belongings, they would not have been able to properly clean the room until you came back and decided to move your belongs. They were trying to make you as comfortable as possible by moving your belongs.
As for the TV not working, that may, or may not, be a hotel issue. How many times have you had a problem with your home cable, DSL etc?
Bottom line is that you were move to a similar category room (so you got what you paid for, in fact you say it was an Executive room so you had probably received a free upgrade). As other have said, YOU did not stick around to move your belongings so the hotel moved them for you. They have offered you compensation which most feel is reasonable.
As for the TV not working, that may, or may not, be a hotel issue. How many times have you had a problem with your home cable, DSL etc?
Bottom line is that you were move to a similar category room (so you got what you paid for, in fact you say it was an Executive room so you had probably received a free upgrade). As other have said, YOU did not stick around to move your belongings so the hotel moved them for you. They have offered you compensation which most feel is reasonable.
Sep 1, 2016, 1:44 pm
#33
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Ewa Beach, Hawaii
Posts: 10,909
The one time I asked to change rooms and they said it wasn't ready yet and I had to leave, I packed and took my suitcase to the front desk and asked them to put it in the new room and I would pick up the key when I got back. Worked perfect.
Sep 1, 2016, 8:58 pm
#34
Original Poster
Join Date: May 2016
Programs: SPG Platinum,Hilton Diamond
Posts: 52
Problem solved..duty manager called me this morning and regarding to the room cleanliness yes they admit it is not acceptable at all and about the room move according to hotel's SOP, they said for whatever reason,they supposed to ask guest first to move anything from my room and it was clearly their fault.as a compensation,they offer me a suite upgrade next time and 10000 points.
Sep 1, 2016, 9:11 pm
#35
Original Poster
Join Date: May 2016
Programs: SPG Platinum,Hilton Diamond
Posts: 52
To the OP. You need to get over it. No one has said your first room was not acceptable. When you told the hotel about the problem, they moved you to a new, cleaner room. YOU left the hotel without telling them when you would be back. If they did not move your belongings, they would not have been able to properly clean the room until you came back and decided to move your belongs. They were trying to make you as comfortable as possible by moving your belongs.
As for the TV not working, that may, or may not, be a hotel issue. How many times have you had a problem with your home cable, DSL etc?
Bottom line is that you were move to a similar category room (so you got what you paid for, in fact you say it was an Executive room so you had probably received a free upgrade). As other have said, YOU did not stick around to move your belongings so the hotel moved them for you. They have offered you compensation which most feel is reasonable.
As for the TV not working, that may, or may not, be a hotel issue. How many times have you had a problem with your home cable, DSL etc?
Bottom line is that you were move to a similar category room (so you got what you paid for, in fact you say it was an Executive room so you had probably received a free upgrade). As other have said, YOU did not stick around to move your belongings so the hotel moved them for you. They have offered you compensation which most feel is reasonable.
Last edited by theaccesscard; Sep 1, 2016 at 9:18 pm
Sep 9, 2016, 12:26 am
#37
Join Date: Apr 2006
Location: UK
Programs: EK Gold, BA Gold, Hilton Diamond
Posts: 71
Having seen the photographs I doubt if I would want to stay anywhere in the hotel, let alone unpack of use the bathroom even if a friend was waiting in the lobby. I would also be very concerned about the possibility of bed bugs.
Feb 16, 2019, 9:42 am
#38
Join Date: Oct 2017
Programs: ANA,Qantas,asiamiles,Royal Skies,Enrich
Posts: 198
It’s past midnight and I return to the room with a TV that is not working and to add,wifi was also not working
log a case with Hilton Guest Assistance and they said both internet and TV is down for all the room in level 29(my room level) and they are working to rectifying it
possible to try to some compensation?
btw the hotel is also Doubletree KL
log a case with Hilton Guest Assistance and they said both internet and TV is down for all the room in level 29(my room level) and they are working to rectifying it
possible to try to some compensation?
btw the hotel is also Doubletree KL
Feb 16, 2019, 10:02 am
#40
Join Date: May 2005
Posts: 4,872
It’s past midnight and I return to the room with a TV that is not working and to add,wifi was also not working
log a case with Hilton Guest Assistance and they said both internet and TV is down for all the room in level 29(my room level) and they are working to rectifying it
possible to try to some compensation?
btw the hotel is also Doubletree KL
log a case with Hilton Guest Assistance and they said both internet and TV is down for all the room in level 29(my room level) and they are working to rectifying it
possible to try to some compensation?
btw the hotel is also Doubletree KL
Feb 16, 2019, 5:24 pm
#41
Join Date: Oct 2017
Programs: ANA,Qantas,asiamiles,Royal Skies,Enrich
Posts: 198
anyway thanks for the reply
As you have said life goes on
And so I settled it with a couple of cookies
Last edited by teo1991; Feb 16, 2019 at 10:38 pm