Kept up till 2.30 am by hotel-sponsored function: appropriate compensation?
Nov 7, 2018, 9:23 am
#16
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,648
My family and I were staying for a few nights at a favorite hotel a couple of years ago. The wedding group itself wasn't a problem, but the groups kids certainly were. The kids were not only running around without any supervision, but they were happily entering the little store the hotel has and taking food and drink non stop without paying for it. I not only complained, but mentioned the constant theft we were witnessing and the hotel manager took me aside and asked me to ignore everything I witnessed, as the Dad paying for the event was a VIP in the community with strong political ties.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
That said, my own wedding party back in the 90's at the Broadmoor got so carried away that the hotel called me that evening and demanded I meet the manager at my suite that I hadn't even stepped foot in yet. It was my wedding and the party lasted until 11pm not a big deal as we were out by the lake where the hotel bar is busy until midnight every Friday and Saturday night, but far away from most rooms. Apparently my best man decided to secure keys to my room and while he and the rest of the wedding party didn't do any actual damage, they thought it would be funny to turn all of the furniture upside down. I didn't think it was very cool, as my bride and I had a 6am flight the next morning to start our honeymoon. Manager wanted to kick us out, but I demanded to know why some employee gave keys to my room other than me. Since at the time I was a big spender at the hotel, they cut me some slack, but I also know the front desk employee that gave the keys to someone other than me was fired the next morning.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
That said, my own wedding party back in the 90's at the Broadmoor got so carried away that the hotel called me that evening and demanded I meet the manager at my suite that I hadn't even stepped foot in yet. It was my wedding and the party lasted until 11pm not a big deal as we were out by the lake where the hotel bar is busy until midnight every Friday and Saturday night, but far away from most rooms. Apparently my best man decided to secure keys to my room and while he and the rest of the wedding party didn't do any actual damage, they thought it would be funny to turn all of the furniture upside down. I didn't think it was very cool, as my bride and I had a 6am flight the next morning to start our honeymoon. Manager wanted to kick us out, but I demanded to know why some employee gave keys to my room other than me. Since at the time I was a big spender at the hotel, they cut me some slack, but I also know the front desk employee that gave the keys to someone other than me was fired the next morning.
Nov 7, 2018, 9:39 am
#17
Original Poster
Join Date: Nov 2002
Programs: UA Plat; AS MVP Gold; BA Silver; LATAM Black; Hilton Diamond; Marriott Plat; GHA Plat
Posts: 289
OP here. Amusingly enough, I had written a really positive TripAdvisor review of the hotel just a few hours before all this happened. I see the hotel has now pinned my review as "Hotel's Favorite", so it's the first review anyone sees! In the future, I may wait till the stay is completely over before writing a review...
Nov 7, 2018, 9:44 am
#19
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My family and I were staying for a few nights at a favorite hotel a couple of years ago. The wedding group itself wasn't a problem, but the groups kids certainly were. The kids were not only running around without any supervision, but they were happily entering the little store the hotel has and taking food and drink non stop without paying for it. I not only complained, but mentioned the constant theft we were witnessing and the hotel manager took me aside and asked me to ignore everything I witnessed, as the Dad paying for the event was a VIP in the community with strong political ties.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
That said, my own wedding party back in the 90's at the Broadmoor got so carried away that the hotel called me that evening and demanded I meet the manager at my suite that I hadn't even stepped foot in yet. It was my wedding and the party lasted until 11pm not a big deal as we were out by the lake where the hotel bar is busy until midnight every Friday and Saturday night, but far away from most rooms. Apparently my best man decided to secure keys to my room and while he and the rest of the wedding party didn't do any actual damage, they thought it would be funny to turn all of the furniture upside down. I didn't think it was very cool, as my bride and I had a 6am flight the next morning to start our honeymoon. Manager wanted to kick us out, but I demanded to know why some employee gave keys to my room other than me. Since at the time I was a big spender at the hotel, they cut me some slack, but I also know the front desk employee that gave the keys to someone other than me was fired the next morning.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
That said, my own wedding party back in the 90's at the Broadmoor got so carried away that the hotel called me that evening and demanded I meet the manager at my suite that I hadn't even stepped foot in yet. It was my wedding and the party lasted until 11pm not a big deal as we were out by the lake where the hotel bar is busy until midnight every Friday and Saturday night, but far away from most rooms. Apparently my best man decided to secure keys to my room and while he and the rest of the wedding party didn't do any actual damage, they thought it would be funny to turn all of the furniture upside down. I didn't think it was very cool, as my bride and I had a 6am flight the next morning to start our honeymoon. Manager wanted to kick us out, but I demanded to know why some employee gave keys to my room other than me. Since at the time I was a big spender at the hotel, they cut me some slack, but I also know the front desk employee that gave the keys to someone other than me was fired the next morning.
Wow, the 1990s would have been when the Broadmoor was still owned by the original (two?) families, with at least one of them living at the property. I'm guessing that there weren't hotel buildings on the other side of the lake then, perhaps just the old ice skating arena. I vaguely remember staying there much earlier, as a kid, and some of their historic photos look so familiar. [BTW, my parents would never have permitted me to run around wild, let along take stuff without paying for it.]
Nov 7, 2018, 10:33 am
#20
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,648
Wow, the 1990s would have been when the Broadmoor was still owned by the original (two?) families, with at least one of them living at the property. I'm guessing that there weren't hotel buildings on the other side of the lake then, perhaps just the old ice skating arena. I vaguely remember staying there much earlier, as a kid, and some of their historic photos look so familiar. [BTW, my parents would never have permitted me to run around wild, let along take stuff without paying for it.]
Back to the OP's complaint, you have reminded me of multiple times that some hotel managers think guests should tolerate whatever happens. I very rarely complain, but your complaint seems valid to me. As my wife reminds me, I could sleep through a tornado, so if I'm annoyed and couldn't stay asleep it must be bad.
Nov 7, 2018, 11:15 am
#21
Suspended
Join Date: Aug 2010
Location: DCA
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Posts: 50,262
I recently stayed 15 nights at the Hilton Mauritius Resort & Spa. My room cost $215 / night (could also have been booked for 140,000 points / night). On the last evening, the hotel hosted a wedding which took place right outside my room. The music kept playing till 1.30 am, and the clean-up kept me up until 2.30 am. I was furious, since I had to be up at 7 am the following morning. When I complained to the front desk manager, he offered 20,000 Honors points. When I pointed out the room cost 140,000 points per night, he offered to also throw in a buffet dinner (about $50) when I next returned.
I have now been contacted by Hilton Corporate, to check whether I am happy with the compensation (I am not sure how they heard about the issue). I have not yet responded. I initially thought they should have offered the entire room cost, in either cash or points. Do you think I am acting entitled and am out of line?
Some other thoughts:
1. I am planning to spend 60 nights / year in this location for the next 2-3 years.
2. I generally like the hotel.
3. But if they are really trying to low-ball me, I can take my business to a nearby Westin...
4. Also because, over 30 nights so far, they have never provided Diamond upgrades from the room type I book, so it's not like they have done me any special favors.
I have now been contacted by Hilton Corporate, to check whether I am happy with the compensation (I am not sure how they heard about the issue). I have not yet responded. I initially thought they should have offered the entire room cost, in either cash or points. Do you think I am acting entitled and am out of line?
Some other thoughts:
1. I am planning to spend 60 nights / year in this location for the next 2-3 years.
2. I generally like the hotel.
3. But if they are really trying to low-ball me, I can take my business to a nearby Westin...
4. Also because, over 30 nights so far, they have never provided Diamond upgrades from the room type I book, so it's not like they have done me any special favors.
Nov 7, 2018, 12:51 pm
#22
Join Date: Nov 2003
Location: JFK/LGA
Programs: AA EXP/5 MM, BA Blue Bayou, HH LT Diamond
Posts: 5,824
My family and I were staying for a few nights at a favorite hotel a couple of years ago. The wedding group itself wasn't a problem, but the groups kids certainly were. The kids were not only running around without any supervision, but they were happily entering the little store the hotel has and taking food and drink non stop without paying for it. I not only complained, but mentioned the constant theft we were witnessing and the hotel manager took me aside and asked me to ignore everything I witnessed, as the Dad paying for the event was a VIP in the community with strong political ties.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
I still stay at this hotel, but theft is theft, and disturbing all at the hotel until 2am without compensation certainly left me with a sour taste.
Nov 7, 2018, 1:42 pm
#23
Join Date: Oct 2017
Posts: 151
Bolding mine. Why shouldn't he speak up about the theft? He wasn't (1) telling the parents how to parent their kids or (2) doing the parenting FOR them. He saw what most would interpret to be a crime and reported it to management. If I were management, I would make a habit of rewarding guests that aren't afraid to speak up when things aren't right.
Nov 7, 2018, 2:59 pm
#24
Original Poster
Join Date: Nov 2002
Programs: UA Plat; AS MVP Gold; BA Silver; LATAM Black; Hilton Diamond; Marriott Plat; GHA Plat
Posts: 289
OP here. They were full. In any case, moving to another room would have been useful if they had pro-actively offered it as an option before the problem started, but less so at 2 am...
Nov 7, 2018, 4:53 pm
#25
Join Date: Nov 2003
Location: JFK/LGA
Programs: AA EXP/5 MM, BA Blue Bayou, HH LT Diamond
Posts: 5,824
Bolding mine. Why shouldn't he speak up about the theft? He wasn't (1) telling the parents how to parent their kids or (2) doing the parenting FOR them. He saw what most would interpret to be a crime and reported it to management. If I were management, I would make a habit of rewarding guests that aren't afraid to speak up when things aren't right.
Nov 7, 2018, 6:04 pm
#26
Join Date: Nov 2007
Location: Colorado
Programs: UA Gold (.85 MM), HH Diamond, SPG Platinum (LT Gold), Hertz PC, National EE
Posts: 5,648
Never again will I watch theft occur, I don’t care what your local status is. Spineless manager doesn’t matter, I’m not working for the guy that paid the bill, but I will stand my ground moving forward.
Nov 8, 2018, 6:09 am
#28
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Seconded. The "DYKWIA, I'm gonna spend 60 nights here" thing probably doesn't hold much water - they likely don't care if it's you spending 60 nights or 60 different people spending one night. And I can darn near guarantee you that they made more money off that one single-night event than they'll make off of all of your nights put together anyhow. So keep it simple - you were a guest for a night, you had a bad stay for a night, they owe you a night. And to be clear, that's $215.
Nov 8, 2018, 5:20 pm
#29
Original Poster
Join Date: Nov 2002
Programs: UA Plat; AS MVP Gold; BA Silver; LATAM Black; Hilton Diamond; Marriott Plat; GHA Plat
Posts: 289
Thanks, everyone! I responded to Hilton Corporate that I was not satisfied with the resolution, and asked them to take a second look at what might constitute appropriate compensation. They added 70,000 points to my account.
Now off to the Conrad Hong Kong...
Now off to the Conrad Hong Kong...
Nov 9, 2018, 3:29 am
#30
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Location: San Antonio
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i was told by management that this particular group had untouchable status in the city. I was ready to confront the party but he strongly recommended against doing so. In hindsight I wished I would have, as mob activity shouldn’t be tolerated. Left alone, they do what they want. Screw them if you ask me.
Never again will I watch theft occur, I don’t care what your local status is. Spineless manager doesn’t matter, I’m not working for the guy that paid the bill, but I will stand my ground moving forward.