Hilton OnQ Internal Customer Notes

Old Jul 14, 19, 8:46 am
  #1  
PeS
Original Poster
 
Join Date: Jul 2006
Location: Prague, CZ, Europe
Programs: HH LTD, LH SEN
Posts: 165
Hilton OnQ Internal Customer Notes

Just curious - customers (at least those based in the EU) have probably the right to know what information is collected about them. Anyone tried to ask Hilton support for customer notes which are entered by hotel staff?
PeS is online now  
Old Jul 14, 19, 8:49 am
  #2  

2019 Secret Santa
 
Join Date: Aug 2010
Location: Seat 1A when possible
Programs: SK EBD/baEC G/MR PP/A3 *G/AA G/CC G/HH G/IHG Spire
Posts: 3,783
Originally Posted by PeS View Post
Just curious - customers (at least those based in the EU) have probably the right to know what information is collected about them. Anyone tried to ask Hilton support for customer notes which are entered by hotel staff?
Intresting idea
kauppias is offline  
Old Jul 14, 19, 7:20 pm
  #3  
 
Join Date: Apr 2011
Posts: 198
Originally Posted by kauppias View Post
Intresting idea
Note shows up on kauppias's account: "Customer is a troublemaker, asking to know notes on account. Put next to elevator and ice machine in room not serviced by housekeeping prior to arrival."
Beano, kauppias and Thysk like this.
B3nder is offline  
Old Jul 14, 19, 10:05 pm
  #4  

2019 Secret Santa
 
Join Date: Aug 2010
Location: Seat 1A when possible
Programs: SK EBD/baEC G/MR PP/A3 *G/AA G/CC G/HH G/IHG Spire
Posts: 3,783
Originally Posted by B3nder View Post
Note shows up on kauppias's account: "Customer is a troublemaker, asking to know notes on account. Put next to elevator and ice machine in room not serviced by housekeeping prior to arrival."

Might allready be there 😂😂
kauppias is offline  
Old Jul 14, 19, 10:53 pm
  #5  
 
Join Date: May 2005
Posts: 3,471
Am guessing OP did something regrettable LOL.
smmrfld is offline  
Old Jul 15, 19, 12:49 am
  #6  
 
Join Date: Jul 2012
Programs: HH D; IHG G
Posts: 971
Is Hilton still using OnQ or is customer information part of the switch to Salesforce that others were talking about?

Would be interesting to know what they put in there though. A short while ago had a multi night reservation for a 'premium room with a view' on floors 21-23. First I was 'upgraded' to a non-view room on the executive floor, which I didn't accept. Then, because there was nothing else available, I was put on floor 17 with a partial view - better than nothing. "Premium rooms are on floor 17 and above, the information on the website is wrong". Second morning, they still didn't have anything better available, so I suggested a symbolic 10000 points compensation, which was accepted.

When I checked out via the App (as turned out later that day) I had been overcharged $100. Had to complain about that again, to have it fixed. Now I wonder if I am promoted to a "serial complainer" in OnQ. Didn't get the room I paid extra for, they even had me pay more for a lesser room, and I am still awaiting those 10000 points.

Last edited by Sisosig; Jul 15, 19 at 2:27 pm
Sisosig is offline  
Old Jul 15, 19, 6:46 am
  #7  
PeS
Original Poster
 
Join Date: Jul 2006
Location: Prague, CZ, Europe
Programs: HH LTD, LH SEN
Posts: 165
Originally Posted by smmrfld View Post
Am guessing OP did something regrettable LOL.
I don't think so. In hundreds of stays (I'm Lifetime Diamond), I had less than five cases when I had to discuss something with the hotel. I'm an easy-goer and don't require anything special, even upgrades - I tend to book a room I want and if an upgrade comes, it's a nice surprise, if it doesn't, equally fine with me. Sometimes it brings funny situations, like in Hilton Vienna Danube - "As our Diamond guest, we upgraded you to a very nice room, Two Queen Bed Junior Suite which is waterfront". "Well, thank you, but this is the room I booked and paid for, so you did not actually upgraded me, but it's no problem at all." :-)
If it matters, my Uber rider rating is 4.92. I simply just want bed and that's it - I'm not that Diamond :-)

However one of these cases was in Hilton Swindon (now Doubletree) when I booked Deluxe room and was downgraded to basic room. Front desk answer was "Sometimes we upgrade people, sometimes we downgrade them." Got 10k point from Diamond desk then. Or just this weekend - I coughed up so point for my GF's week Germany trip (Dresden and Berlin). Specifically book twin rooms, as guests are herself and her 18 years old son. In Hilton Dresden, they were given double room. When I called front desk asking for the reason, I was told they must have asked for this.

So my couple of issues were similar to this (OnQ or SF makes no difference in the topic)
Originally Posted by Sisosig View Post
Is Hilton still using OnQ or is this part of the switch to Salesforce that others were talking about?

Would be interesting to know what they put in there though. A short while ago had a multi night reservation for a premium room with a view on floors 21-23. First I was 'upgraded' to a non-view room on the executive floor, which I didn't accept. Then, because there was nothing else available, was put on floor 17. "Premium rooms are on floor 17 and above, the information on the website is wrong". Second morning, they still didn't have anything better available, so I suggested a 10000 points symbolic compensation.

When I checked out via the App, as turned out later that day, I had been overcharged $100. Had to call about that again, to have it fixed. Now I wonder if I am promoted to a serial complainer in OnQ. Didn't get the room I paid extra for, they even had me pay more for a lesser room, and still awaiting those 10000 points.
Sisosig likes this.
PeS is online now  

Thread Tools
Search this Thread