Ed Size

Hey I had an unpleasant stay at an hotel of the Hilton Group, I contacted them on Facebook, they came back to me fast and told me they will refund the rate - that was more then fine with me. Now more then 2 weeks later there is no refund on my CC, so I ask the FB team whats going on, they came back to me and told me "Sorry" but they will send me 10.000 points nstead.

I also send a few messages to the HH rep at FT, asking for a contact and never get this information too.

Is this what I have to accept as customer service?

I don t care about the point nor the money I m just not OK with how my problem was handled in the whole process. At the hotel they just ignored it (it was about an non working AC and a room with closed windows with temperatures of 77Fahrenheit at nighttime), then they promised me to refund me and finally give me 10000points - come on thats not a good way to communicate.

What would you do?

jxd

If you have it in black and white as per the facebook chat, you can send in a complain to HH official channels.

pauleeepaul

Well first I would stop pretending that it isn't about the money. Wanting a full refund because the temperature was 5 degrees too warm is a bit much.

Ed Size

All I wanted was a cool room thats it. I was never asking for money, I was just complaining, they offered me the full refund. So thats where this issue starts.

If you feel comfortable with 72 degrees - thats fine, my comfort level is more around is more around 64 degrees.

Kacee

Totally uncalled for and worthless commentary.

I would be complaining too, b/c 77 degrees means I didn't sleep well and that's the whole point of a hotel room.

I also relate to OP's frustration with the response and that being more important than the comp that was promised. I have been in exactly the same situation several times. Stuff happens, but don't lie to me about what you're going to do and/or blow me off.

Delectatio

I am not that hard to please as a hotel guest (I think...) but one of the things I really need to be able sleep well is a cool room. If hotels don't give their guests the option to open a window, they have to make sure that the room can be cooled down to a level that the guest finds comfortable (64 F is not that much to ask for and also my perfect sleeping temperature).

I think a full refund is definitely what the hotel should give you.

I personally hate it when hotels present themselves as 'eco-friendly' (especially in winter) but at the same time heat their rooms to 78 F...
I also tend to avoid hotels where the windows can't be opened (and I would go for 'lower quality' hotels if I know that their rooms are nice and cool).

ashkale

Dont think this thread is about the ideal room temperature but abt what the hilton committed and then renegade on op.As suggested upthread pls take screen shots and send to the honors rep here.All the best OP!

craz

64F, cant remember the last time I was even able to get a hotel near that,most wont go below 67 if that @ 64F Id cramp up like crazy

That said Im not sure a full refund is in order. It would be if the OP called the FD and was told it will get there just wait or if say 72 was the lowest it gets and the OP asked or told them since you cant get my room to atemp that I want/need Im leaving and actually checked out.

If the OP actually stayed the whole night then I dont see a full refund in place, unless it was one of the brands that says all over the place;If youre not satisfied and we cant fix the problem then you dont pay. eg Hampton sor DTs etc But thats only after notifying the FD of said problem and then either doing nothing or not able to fix what ever it is thats wrong in the guests mind

flyerCO

Working ac is part of what you pay for. I stay at Homewood suites because they have fans. Cool air isn't enough, circulation is needed. I'd expect a working fan brought in, or refund if not.

Point is, OP expected, reasonably, a room where the ac would work.

OP, If paid by credit card, it's dispute time. Note they didnt provide the product as expected. Also note they agreed to refund, then have tried to go back on that.

hackneys

How far you take it at this point is really dependent on how much you value your time. While they made a promise and did not keep it, they did give you 10,000 points to make up for it. If you feel like investing more time to get them to live up to their original promise, keep pushing it. If it were me, I would take the points an move on. I value my time to much to dwell in the past. Not saying that is what you should do, but that is the thought process I would take in determining how to move forward.

ntr91

I don't think the issue here is the reason for the refund, which is debatable. The issue is that Hilton promised one thing and delivered another. I'd call CS and ask for an explanation; if a good one isn't given, escalate.

Doc Savage

The time to have solved this was while you were at the hotel. You should have requested a new, cooler room.

What happened with the promised "full refund?" I'd bet some low level customer service rep overpromised and got overruled by a supervisor.

OP can decide if it's worth his time to push for more compensation. I'd probably just take the 10k points and let it go.

Safe Travels!

squeakr

Honorsrepresentative


There may be a delay but she always gets back to people ...

gengar

From the OP:



Also from the OP:

PayItForward

Is a room here redeemable at 10,000 points per night (ex-Cat 2)?
How much did you pay for the room?