Charged no-show fee despite showing up - should I get the fee back?
Dec 11, 2020, 9:40 am
#46
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
It makes absolutely no sense whatsoever to have such a policy in place in a service, let alone hospitality environment. Something like this shows the core of management culture of any establishment. Sometimes it's best to walk away, both as an employee and as a customer.
Dec 12, 2020, 11:45 pm
#47
Join Date: Aug 2020
Location: Somewhere in the Mid-Atlantic
Programs: Hilton Honors Diamond
Posts: 619
At such a place I would have laughed in their face before even signing a contract and tell them to stuff it where the sun doesn't shine.
It makes absolutely no sense whatsoever to have such a policy in place in a service, let alone hospitality environment. Something like this shows the core of management culture of any establishment. Sometimes it's best to walk away, both as an employee and as a customer.
It makes absolutely no sense whatsoever to have such a policy in place in a service, let alone hospitality environment. Something like this shows the core of management culture of any establishment. Sometimes it's best to walk away, both as an employee and as a customer.
Dec 13, 2020, 3:35 am
#48
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
I booked one several times at such rates even if used a few hours only for... various activities.
However in the OP's case I'd have just booked a day room rate which is very easy with Hilton and usually valid for 8am-5pm.
Definitely open a customer service file against this hotel or dispute the charge with the CC company, showing the initial email as support for your case.
However in the OP's case I'd have just booked a day room rate which is very easy with Hilton and usually valid for 8am-5pm.
Definitely open a customer service file against this hotel or dispute the charge with the CC company, showing the initial email as support for your case.
Dec 14, 2020, 7:03 am
#49
Join Date: Jun 2008
Location: UK
Programs: Hilton HHonors Diamond,Bonvoy Platinum,Shangri-La Golden Circle Jade,LH SEN,AZ Gold,VS Elevate Gold
Posts: 134
did you know that now with Hilton you can book day rooms? just choose same day check in and check out.
pretty cool, and it only started last year, I believe.
pretty cool, and it only started last year, I believe.
As the original poster, I wanted to follow up on what happened at the Hilton-branded hotel in the UK.
The hotel refused to budge on the refund multiple times despite providing them with documentation on the agreement. I started a case with the Diamond Desk that forwarded it to the hotel and got the same outcome. I contacted Hilton Corporate (via Twitter). They told me what was written on the case: "the notes on the case from the management team state that since no one checked in, the points for this stay were refunded.". However, I did check in (I was in the room!). After explaining the situation, and reviewing my evidence, the Twitter team sent me a check for my stay. The points were then deducted from my Hilton account which was fair to reimburse the hotel, but I felt came across mean-spirited given that I had to spend a fair bit of time working with the hotel. Not sure if the points actually went to the hotel, or just went back to Hilton to partially reimburse itself.
In-all: I am back in the position I should have been weeks ago points-wise and cash-wise but time-wise it was a complete waste.
I am repeating the same journey next week, but haven't got the hotel booked this time (... yet). I usually try to stay at this hotel but I feel burned by the whole experience, and so I'm hesitating: the hotel management were coming across as petty and wasting everybody's time. If I do stay, I am thinking of emailing the management team at the hotel to make sure that I don't have any issues this time as at least one of the stays would be a repeat of the last visit (points room for a couple of hours in the morning).
The hotel refused to budge on the refund multiple times despite providing them with documentation on the agreement. I started a case with the Diamond Desk that forwarded it to the hotel and got the same outcome. I contacted Hilton Corporate (via Twitter). They told me what was written on the case: "the notes on the case from the management team state that since no one checked in, the points for this stay were refunded.". However, I did check in (I was in the room!). After explaining the situation, and reviewing my evidence, the Twitter team sent me a check for my stay. The points were then deducted from my Hilton account which was fair to reimburse the hotel, but I felt came across mean-spirited given that I had to spend a fair bit of time working with the hotel. Not sure if the points actually went to the hotel, or just went back to Hilton to partially reimburse itself.
In-all: I am back in the position I should have been weeks ago points-wise and cash-wise but time-wise it was a complete waste.
I am repeating the same journey next week, but haven't got the hotel booked this time (... yet). I usually try to stay at this hotel but I feel burned by the whole experience, and so I'm hesitating: the hotel management were coming across as petty and wasting everybody's time. If I do stay, I am thinking of emailing the management team at the hotel to make sure that I don't have any issues this time as at least one of the stays would be a repeat of the last visit (points room for a couple of hours in the morning).
Dec 14, 2020, 7:07 am
#50
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,041
The problem is that somebody might be arriving from an overnight flight at 5-6 am and want a room, whilst the day use rooms only allow entry around 8-10 am depending on the hotel. Plus, you can't use points for day use rooms.
Dec 14, 2020, 4:16 pm
#52
Original Poster
Join Date: Feb 2014
Posts: 907
I didn’t stay at the hotel in the end last week week as a direct result of this experience as it took hours to sort out with none of my time being covered for it.