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Hampton by Hilton Berlin City East Side Gallery {DEU}

Hampton by Hilton Berlin City East Side Gallery {DEU}

Old Nov 28, 18, 6:28 am
  #1  
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Join Date: Jan 2015
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Arrow Hampton by Hilton Berlin City East Side Gallery {DEU}

I recently spent three nights at this Hampton. The hotel had opened two weeks prior to my stay.

There were several issues, including fire alarms going off (not routine tests), the gym not open (builders still working inside) and the lifts out of order at random times of the day.

The rooms were fine and spotlessly clean. But for a business trip where the use of meetings room area was important and some down time in the gym, it was a pain to leave the building due to the alarms and walk up to my 7th floor room.

Would I be reasonable in claiming under the 100% satisfaction guarantee or am I being petty?

eastflyer123 is offline  
Old Nov 28, 18, 6:44 am
  #2  
 
Join Date: Feb 2013
Location: DCA
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I think that conceptually, a claim is valid in that the property does not sound like it was fully completed or able to operate in a manner which one would expect of a functional hotel. However, I suspect that the pushback you will receive on this forum is that you stayed the full three days with these persistent issues rather than raising the matter on site and seeking resolution there (such as through a transfer to another property). When people suffer through issues for many days and then seek compensation after the fact, it is perceived by some as opportunistic rather than born out of a desire to truly resolve the issue (which would have to have happened on-site).

If you did try to address the issues while there but just did not state that here then that is an important part of the story which is missing.
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Old Nov 28, 18, 7:30 am
  #3  
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Hi, thanks for the response.

The lift, gym and fire alarm issue was for everyone, not just me and there was very little that could be done about it. These were not personal issues so the Hilton team would have been aware of them. Notices were put outside the lifts and a note on the gym door.

They offered a courtesy drink in the bar.

But you’re quite right, I could have moved to a different property. But there was a reason why I stayed at this Hilton and that was to be close to the Mercedes area. The next Hilton is 3-4 miles away.
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Old Nov 28, 18, 7:41 am
  #4  
 
Join Date: Feb 2013
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Originally Posted by eastflyer123 View Post
But you’re quite right, I could have moved to a different property. But there was a reason why I stayed at this Hilton and that was to be close to the Mercedes area. The next Hilton is 3-4 miles away.
It sounds to me, then, that even once aware of this property's shortcomings, you did the cost/benefit and decided that the advantages of this property outweighed the downsides. While I'm usually strongly on the side of the guest in these matters, I have trouble advocating for that position here.
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Old Nov 28, 18, 7:49 am
  #5  
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But the property still didn’t offer the advertised services. Some “shortcomings” can be inconveniences and not give 100% satisfaction (as per the guarantee) but that doesn’t mean one must always move property or accept the dissatisfaction in its entirety.

I could argue that if I accepted a move to another Hilton with working lifts, a gym, and no fire alarm, I would then have to put up with the inconvenience of travelling to the original area, which could then be another claim under the guarantee.
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Old Nov 28, 18, 7:59 am
  #6  
 
Join Date: Feb 2013
Location: DCA
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Definitely can see both sides of the discussion, as I noted. It seems like your position is set, or at least becoming set, so why not give the claim a try?
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Old Jan 7, 19, 3:16 pm
  #7  
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Update.
They refunded the whole stay.
:-)
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