What can be done for a party?
Jan 21, 2021, 12:05 pm
#31
Join Date: Mar 2019
Location: Mexico City
Programs: Hyatt Explorist, Hilton Gold, Marriot Gold, IHG Silver, Choice Platinum, Wyndham Gold
Posts: 3,842
Alternatively, if I must change rooms due to the fault of the hotel (and failure to deal effectively with guests who cause a disturbance is the fault of the hotel), I expect to get a better room (noticeable upgrade) or some customer service gesture as compensation for the inconvenience.
Jan 21, 2021, 12:54 pm
#32
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Jan 21, 2021, 1:02 pm
#33
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.929MM, Hilton Lifetime Diamond, IHG Platinum, Avis CHM, Marriott Titanium (lifetime gold)
Posts: 7,857
I can also tell you as someone who in 20+ years in the industry has called the cops several times on rooms, police are very, very apprehensive to get involved in noise issues. They usually see that as a problem to be worked out between the guest and the hotel unless things get extreme with property damage, public drunkenness or drugs.
This is a good lesson for me - if I have a noisy neighbor in the future, I will request a separate sleeping room for the night.
David
Jan 21, 2021, 7:06 pm
#34
Join Date: Aug 2020
Location: Somewhere in the Mid-Atlantic
Programs: Hilton Honors Diamond
Posts: 619
Another reason why it's a good idea to ask for the 2nd room to sleep in or to move is that on the off chance that the situation turns into something where an eviction might occur, as I mentioned the police are very hesitant to get involved with that and will usually give the offending party every chance to work something out with the hotel/try to convince the desk clerk not to press things further since the cops will not evict guests without a direct order from the hotel (usually from a manager at the least-but ideally the GM) and depending on the time of day that means calling/waking up the GM at XYZ time of night to ask if this is ok. All of this takes a lot of time and in the meantime, you're still awake.
Last edited by The Road Goes On Forever; Jan 21, 2021 at 7:17 pm Reason: spelling
Jan 31, 2021, 4:18 pm
#35
Original Poster
Join Date: Feb 2005
Location: CLE, DCA, and 30k feet
Programs: Honors LT Diamond; United 1K; Hertz PC
Posts: 4,153
Just as a "close the loop" on this -- albeit late -- after hearing nothing from the property for 2 weeks [FD promised they'd credit points + a call from the manager; I sent an email to the ops manager; no follow-up/follow-through on any of those unless you count the read receipt from the ops manager email] and something reminding me of this I (finally) forwarded the original email with a quick recap to the diamond desk.
Less than 20 minutes later got an email apologizing on behalf of the property and promising 30k points as a further apology "to be credited within 48 hours" -- they've already posted to my account under the heading of "Service Recovery Bonus - Homewood Suites by Hilton Richmond - Airport".
I hate having to complain to corporate about a property, but the lack of follow-through on promises was almost more offensive than the original failure. I'm happy with the ultimate resolution; obviously I'm taking this property back off my Richmond list again for at least a couple more years.
Less than 20 minutes later got an email apologizing on behalf of the property and promising 30k points as a further apology "to be credited within 48 hours" -- they've already posted to my account under the heading of "Service Recovery Bonus - Homewood Suites by Hilton Richmond - Airport".
I hate having to complain to corporate about a property, but the lack of follow-through on promises was almost more offensive than the original failure. I'm happy with the ultimate resolution; obviously I'm taking this property back off my Richmond list again for at least a couple more years.