peter1962

Spent a Reward night at Hilton Garden Inn Missisauga Toronto Airport West last week. Checked in and went to room, waved the key and the lock beeped and the motor ran. Settled in, and decided to go look for dinner about 2 hours later. At that point we discovered that the lock or deadbolt did not engage within the doorframe.

Front Desk sent someone up within minutes and decided to move us to the room directly across the corridor. We had just one small bag and a laptop to move; took all of 10 minutes.

On my way out for dinner I stopped to thank the Front Desk for their response and recevievd profuse apologies and 10k points as compensation.

Now I certainly don't look gift points in the mouth, but it really seemed more than generous to be quite so proactive. The Front Desk did consider buying us dinner or breakfast, but we already had dinner plans, and breakfast was free as I'm Gold, so points it was.

My question then is, just how minor does a maintenance issue have to be for the Hotel to feel it necessary to offer compensation without any complaint being made by the customer.

Points Scrounger

I had a DT situation where the lock died while I was getting ice! Maintenance managed a one-time force to get my stuff together; instead of points, they gave me an upgrade to a corner suite.

ozztraveller

I would not have expected any compensation other than a replacement room or to have it fixed. Last time a I had a door not locking I just gave up mentioning it to the front desk and worked out if I slammed the door hard enough it would engage the latch due to maintenance having put new foam around the door frames but not adjusting the door afterwards.

peter1962

Much my perspective...I did try a slam, despite it being one of my pet peeves in hotel....that people allow doors to slam shut instead of closing them...however the latch simply would not go into the door frame.

All ended well...

hugolover

I stayed on the weekend at a hotel where I found some rather undesirable items in the room under the sofa cushions, which I had taken off to check the sofa bed was in place. I did not make any complaint, I just handed it in because it wasn't nice. The FD clerk gave me a drink voucher which I thought was great. On Monday I awoke to find an email from the GM apologising and a very significant number of points were offered and a big upgrade on a future stay.

hoffmich45

Stayed at the Logan Airport Hilton last fall. Sink in the bathroom would not drain. Maintenance came up within 20 minutes and spent about 45 minutes fixing it, as parts were needed. They offered us a free dinner. We had plans, then they offered free breakfast. We are Gold so we get that anyway, so they gave us 7,500 points.. A very fair thing to do and somewhat surprising.

mranwa

Had a stay in a double tree a month back. Got upgraded to deluxe room being gold. Tap water was running yellow. Went to front desk as I was on the way to the gym. Manager immediately got the maintenance team to check and offered to move me to another room. I was lazy to move and said let's see how things go after gym. Half way in gym the manager came and said the problem was rectified and gave me a free buffet dinner at their restaurant. Strangely received some points as if I've paid for the meal (100+ points).

Pretzelsandpeanuts

I was at a Homewood Suites last week (Louisville East) and the TV channel guide was completely wrong, I guess the cable company changed the numbers, not sure, but the guide had no relation to the actual channels. I mentioned it to the hotel and I got 5,000 points. I didn’t ask nor expect miles, I just figured they should know.

RolfD

That is a nice gesture from the hotel

bwiadca

I'm staying at Hilton property in Saudi and if I mention anything to the staff it gets ignored. They get offended if you call front desk and ask for cleaning service once every 3 days. The staff in this hotel expect you to greet them, not the other way around. I'm only staying in this dump for 2 more weeks until my company rents nice apartment. It's 2 of us and we pay $900 a week per person. Nice furnished apartment runs for around $1000 a month.
If the hotel was nice we would have stay in it, but it's a total dump. Doesn't meet basic Hilton standards. If I brought up any of the problems with the room to the attention of the employees, they would probably stop cleaning my room twice a week. I'm not even gonna bother. Collecting the nights and points for Diamond status.
Stayed in hotels from other chains in this area but they have the same standard as this Hilton.
To the contrary of this hotel. Last year I've prepaid for early check in at Hilton Millennium Bangkok. We've arrived at the hotel around 9am, but our room wasn't ready. They were at 100% capacity. The front desk manager apologized, asked us to return in 1 hour and to enjoy the breakfast in the lounge or in the restaurant by the lobby. I'm gold so no lounge access but she said to go ahead.
Instead, we went to the near by market to eat some street food, got back 45 minutes later and the manager took us to our corner suite on executive floor I usually pay up for the upgrades to the executive floor, but this time we've got free upgrade to a very nice suite.
This is one of the reasons why this Hilton Millennium in BKK is one of my favorite hotels in the chain. Always great service and delivered with smile.

RolfD

milesmilesmiles

Pretzelsandpeanuts

bwiadca

I had to extend my stays for another week and after I leave from that hotel I will send letter to Hilton HQ. It's unbelievable.
I will also post here name of the property, but after I check out. I don't want to have any retaliation from the employees while I'm still guest in that hotel.
I'm suspecting that someone from that hotel is reading these forums. Since I last posted comments about their property. Every time they see me, they ask to fill up the survey forms. In the last 2 months, not even once I've been asked to do it. Now, every time I'm downstairs, they nicely ask for the survey.
There is another guy in my hotel from DC. He said that he moved from Radisson Blue. The reason? Dirty rooms, lack of maintenance and overpriced food. I've told him that at this hotel he's getting exactly the same as at Radisson

RolfD