Worth a Complaint to Diamond Customer Service? (Housekeeping Left Door Open All Day)
Nov 9, 2018, 1:25 pm
#1
Used to be MBS PremExec
Original Poster
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
Worth a Complaint to Diamond Customer Service? (Housekeeping Left Door Open All Day)
Stayed this week at a Homewood I've frequented 4-5 times per year for the last 2 years...
Anyway, returned to the room after a long day around 10PM to find the slide-over safety lock thing propping the door open.
Not wanting to chance things, I went straight to the FD and insisted the clerk come with me before I proceed into the room. Nothing was stolen or appeared to be damaged or missing. The clerk was apologetic and said they'd let the manager know. I checked out two days ago...No response yet. (I am willing to wait another week or so).
It's not THAT big of a deal in the fact that nothing was stolen or appeared to be disturbed...But disappointed the manager hasn't contacted me yet. If he doesn't, do you folks think this warrants a complaint? I'd probably just let it pass if the manager calls me yet and apologizes...But if not, thinking about writing in when I get back to my office next week.
Any thoughts from the HH gallery?
For the record, in close to 1000 nights (almost LT Diamond), I've previously complained and received compensation 4 times in my life, and have never had to result to writing corporate...All three previous were handled by the respective property managers).
Anyway, returned to the room after a long day around 10PM to find the slide-over safety lock thing propping the door open.
Not wanting to chance things, I went straight to the FD and insisted the clerk come with me before I proceed into the room. Nothing was stolen or appeared to be damaged or missing. The clerk was apologetic and said they'd let the manager know. I checked out two days ago...No response yet. (I am willing to wait another week or so).
It's not THAT big of a deal in the fact that nothing was stolen or appeared to be disturbed...But disappointed the manager hasn't contacted me yet. If he doesn't, do you folks think this warrants a complaint? I'd probably just let it pass if the manager calls me yet and apologizes...But if not, thinking about writing in when I get back to my office next week.
Any thoughts from the HH gallery?
For the record, in close to 1000 nights (almost LT Diamond), I've previously complained and received compensation 4 times in my life, and have never had to result to writing corporate...All three previous were handled by the respective property managers).
Nov 9, 2018, 2:12 pm
#2
Join Date: Jun 2001
Location: West Michigan
Programs: DL, UA, AA, B6, BA (airline status-free leisure traveler), Hilton Diamond
Posts: 1,963
Your comments says that the desk clerk says that "they'd let the manager know." They did not say that the manager will contact you. Granted, the door should not have been left unlocked.
If you want to hear from the manager, then contact the manager. The Diamond Desk does not control the hotel. It is a hotel issue.
If you want to hear from the manager, then contact the manager. The Diamond Desk does not control the hotel. It is a hotel issue.
Nov 9, 2018, 3:30 pm
#5
Join Date: Feb 2013
Location: DCA
Posts: 7,769
While the DD does not control the hotel, of course, at least as of a couple years ago (fortunately haven't had to do this in some time) there was a channel through which they could open a case with a property. The management would have X amount of time to resolve the issue. This was useful in cases where property management was not directly responsive to the guest.
Nov 9, 2018, 6:01 pm
#6
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
Mistakes happen. As you noted, this was "not THAT big of a deal" and you received an apology. Aside from the few minutes you spent with the hotel employee upon your return, you weren't really inconvenienced or damaged by the mistake.
Personally, all I would need was a sincere apology. I wouldn't even feel the need to speak to a manager. I'd never entertain contacting Hilton Corporate over a small mistake that had almost zero impact on me.
That said, other people might find this to be an egregious error, as it sort of relates to safety.
Personally, all I would need was a sincere apology. I wouldn't even feel the need to speak to a manager. I'd never entertain contacting Hilton Corporate over a small mistake that had almost zero impact on me.
That said, other people might find this to be an egregious error, as it sort of relates to safety.
Nov 9, 2018, 6:37 pm
#7
Used to be MBS PremExec
Original Poster
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
I paraphrased in my OP...I was adamant to the FD staff that he notify the manager and that the manager contact me, either by email or by phone. The FD guy was very much in agreement with my concerns and assured me he’d leave a note for him right when he walked back to the FD.
Nov 9, 2018, 7:18 pm
#8
Join Date: Dec 2016
Location: Plainfield, IN
Programs: IHG Platinum / HHonors Diamond / Hyatt Globalist / AA EX Platinum
Posts: 200
I paraphrased in my OP...I was adamant to the FD staff that he notify the manager and that the manager contact me, either by email or by phone. The FD guy was very much in agreement with my concerns and assured me he’d leave a note for him right when he walked back to the FD.
Nov 10, 2018, 3:00 am
#11
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Location: Canada, USA, Europe
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It’s a mistake, certainly (though it could easily have been propped open only for a short time). You need to decide what you want. Is it a grovelling apology or firm action taken against the staff member. Or is it something else? You need to communicate this to the manager and see where that gets you. Personally, I would have a face to face discussion with the manager, impress on him that this (obviously) shouldn’t happen and might require retraining, and leave it at that.
Nov 10, 2018, 4:00 am
#12
Join Date: Jul 2009
Programs: none
Posts: 1,668
Make sure you emphasize how many nights you stay with the property and how important you think your status means.
When you get this issue resolved, please don't just post & run. Get back to us and let us know how the problem was corrected and how many points you got as compensation.
When you get this issue resolved, please don't just post & run. Get back to us and let us know how the problem was corrected and how many points you got as compensation.
Nov 10, 2018, 4:01 am
#13
Join Date: Sep 2007
Programs: AA, BA, Accor, Honors Diamond, IHG Diamond Elite and lots more....
Posts: 2,963
It’s a mistake, certainly (though it could easily have been propped open only for a short time). You need to decide what you want. Is it a grovelling apology or firm action taken against the staff member. Or is it something else? You need to communicate this to the manager and see where that gets you. Personally, I would have a face to face discussion with the manager, impress on him that this (obviously) shouldn’t happen and might require retraining, and leave it at that.
Once you have left the hotel and settled the bill it becomes much harder IMHO.
Nov 10, 2018, 4:03 am
#14
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Make sure you emphasize how many nights you stay with the property and how important you think your status means.
When you get this issue resolved, please don't just post & run. Get back to us and let us know how the problem was corrected and how many points you got as compensation.
When you get this issue resolved, please don't just post & run. Get back to us and let us know how the problem was corrected and how many points you got as compensation.
