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Worth a Complaint to Diamond Customer Service? (Housekeeping Left Door Open All Day)

Worth a Complaint to Diamond Customer Service? (Housekeeping Left Door Open All Day)

Old Nov 9, 18, 1:25 pm
  #1  
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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).
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Old Nov 9, 18, 2:12 pm
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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.
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Old Nov 9, 18, 2:25 pm
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If you want to speak with the manager, call the manager.

In reality, nothing much to be done other than fire the housekeeper if that's what you want done.
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Old Nov 9, 18, 3:11 pm
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Wouldn't it of been easier to make a feedback via the app.

This normally gets a better response.
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Old Nov 9, 18, 3:30 pm
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Originally Posted by loomis View Post
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.
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.
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Old Nov 9, 18, 6:01 pm
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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.
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Old Nov 9, 18, 6:37 pm
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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.
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Old Nov 9, 18, 7:18 pm
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Originally Posted by MBS MillionMiler View Post
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 heíd leave a note for him right when he walked back to the FD.
The manager should probably have called, but personally I would call the manager myself if I wished to speak to him/her.
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Old Nov 9, 18, 8:38 pm
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IMO drop it and move on...you suffered no consequences.
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Old Nov 10, 18, 2:43 am
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ask yourself, is it really worth your time to pursue this anything further?
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Old Nov 10, 18, 3:00 am
  #11  
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Itís 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) shouldnít happen and might require retraining, and leave it at that.
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Old Nov 10, 18, 4:00 am
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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.
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Old Nov 10, 18, 4:01 am
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Originally Posted by LondonElite View Post
Itís 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) shouldnít happen and might require retraining, and leave it at that.
Agree - which is why giving feedback via the app during the stay allows for this to happen rapidly.

Once you have left the hotel and settled the bill it becomes much harder IMHO.
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Old Nov 10, 18, 4:03 am
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Originally Posted by Allan38103 View Post
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.
Ha, ha! Yes, the full DYKWIA routine is required!
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Old Nov 10, 18, 4:06 am
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I had something similar happen at the Hilton BKI. Leaving your room visibly open is really a big thing, in my opinion.
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