Learn the Program!
 

Hello all :)

Longtime reader of this forum, first time poster. Tonight, while checking in at a Hampton Inn location in Tennessee, I saw a spectacle so upsetting to me that I thought I would finally join the forum and post.

There was a gentleman (term used very loosely) at the desk in front of me badgering the front desk agent because the hotel was sold out and he had not made an advance reservation. His words were, "I am a DIAMOND VIP. What are you going to do for me?" The agent kind of shrugged and said something to the effect that there was nothing she would be able to do except try to help him make a reservation at the next closest Hilton family hotel, 120 miles away, or a different hotel chain someplace closer.

The man screamed, yelled, showed his ugly side and was quite demanding to know why there were no rooms "on reserve" for Diamond VIP HHonors members, and did the front desk agent know just how much money he spends a year in Hampton Inns... He finally stormed out of the hotel yelling that "the Diamond Desk will hear about this..."

After such an event, I was nearly embarrassed to check in with my own Diamond card. I had made an advance reservation.

The moral of the story, folks: learn the program if you're going to use it. For Diamond VIP status, reservations are guaranteed outside 48 hrs. of arrival with the exception of certain black-out periods for the individual hotel location (ie, Indy 500, Mardi Gras, etc.) That's the perk, right there. If the hotel is sold out and you're calling a few days before arrival, another guest will be 'walked' to allow a Diamond VIP member to stay.

It's ridiculous to think that any hotel would set rooms aside on any night (let alone a busy night) for Diamond VIP members who just happen to walk in off the street. Not only is that idea not part of the program, it doesn't make good sense for the hotel to hold rooms on that possibility.

Due to my own business, I realize there are times when frequent travelers don't know how far they might travel in one day. Sometimes it's difficult to pinpoint exactly where one will 'bed down' for the night. It has been my experience that if I estimate that I will be in one of two locations and reserve both, I have absolutely no hassle in cancelling the the unnecessary reservation. I call the hotel where I won't be staying, explain that I was unsure where I would end up for the night and simply cancel the extra reservation. I have never once been charged for a room where I didn't sleep and, most importantly, I always have a room reserved with my preferences in order.

Sorry to ramble on so much. Just had to get this off my chest.

Enjoying the wireless internet @ a Hampton Inn! :D
p-soir

Welcome to FlyerTalk, provisoir, glad that you have decided to become a poster ^ .

Yes, welcome to FT. I'm fairly confident in saying there are none of those Diamonds 'round here. ;)

I bet that having a tantrum has probably worked for that particular Diamond at some point in the past. I don't think getting that upset really solves anything though.

...and at a Hampton Inn of all places.
That's very VERY frustrating to hear.

Tantrum method
 

It never solves anything...other than the question of whether or not the "tantrum-er" is an .... I have worked in sales and customer service for 12 years. I may do just enough to fix an asses problem, but if your nice I'll bend over backwards to help. Frankly if he had come in with a better attitude he would have been assisted with arranging a room at another chain down the street. So he'd have lost his points for one night @ a Hampton...hmm maybe 1500 pts??? Besides if your a Diamond w/ Hilton, you probably have some level of status at another chain and can collect points there also?!?

Agree with everyone above...the guy (I won't refer to him as a gentleman) was a jackass....welcome aboard "provisoir" and the "..." isn't posting or lurking around here.

Provioir,
Welcome to FT, and do not be shy about posting!

As you look into different forums including HH you will lots of examples of FTs asking for benefits that were not due to them. Nothing new there. Surpirses me that so many FTs are actually unaware of where to get the information!

deleted

Desk clerk could have told him that Motel 6 would honor his Diamond benefits and leave the light on for him...

Thank you!
 

Thanks for the kind welcome! :)

As someone who plays by the rules, and has been rewarded handsomely for doing so, it just frustrates me to stand behind someone who is trying to 'flex muscle' and throw his weight around thinking a scene will get him his way.

The lady at the desk last night was very patient and helpful in spite of the challenges she faced with this particular member. As I mentioned, she did suggest helping the guy make reservations in another hotel which is above and beyond what I might have suggested! ( :mad: )

Anyway, thanks for reading and, again, for the very warm welcome.

p-soir

You know, it's amazing to me how many Diamonds I encounter who are very poorly behaved.

I had one walk up to the dedicated HH check in line the other day. There happened to be no one standing at that station at that moment. At the same time, a clerk several stations over took someone from the general check in line. The Diamond shouted down "oh, go ahead and take anyone, you b****!"... Luckily for him this particular clerk didn't hear him, because he would not have been staying in our hotel that night. As it is, that little gesture ensured he would not be the Diamond getting upgraded to the sold-out Executive level that night. His traveling companions were visibly quite embarassed by his display.

Compare and contrast to the next person who walked up. He noticed no one was there to greet him, and motioned over to me if it would be ok for him to wait there. He was checked in next, and he got a very nice upgrade.

When you check in to a hotel, you have a choice of how the staff will perceive you. It will directly impact the quality of your stay. If you are rude and embarassing, you will receive the bare minimum acceptable level of service guaranteed to you. If the staff like you, they will go above and beyond, in every single property I've worked. And know that if you are rude to anyone, everyone will know.

Aside from the Reno quasi-Hilton, I've only had a couple of instances of not-so-pleasant check-in staff - and dozens of of them who've been excellent.

I've never been a Diamond, but isn't that what the Diamond Desk is for - to over-ride room availability if possible? He should have contacted them prior to showing up. That clerk deserves one of those "You've Been Caught" forms for dealing with this fool so nicely (offering to book elsewhere).

Welcome Provisoir - please post often!

I would imagine, MDtR-Chicago, that Diamonds are your best AND your worst guests.

I would contrast this with airline elites, where I think the lower level elites tend to be the worst.

I thought about this and thought the same thing.

I bet Mr. Angry Diamond probably called the diamond desk and they told him there wasn't any availability and thought he could "bully" his way in.

Anyone who would threaten to call the Diamond desk usually does it AT the check in desk of the property they are trying to get into. Some descrete people may go to a secluded place in the lobby or a parking area.

He bluffed and lost! This is a prime example of one diamond out of the many diamonds inflating his own self importance.

edited by Moderator - please don't make a rude joke on someone's handle ...thaks

squeakr



Welcome, provisoir! A good first post - and great illustration of the species "Windbagus americanus" and his obnoxious call. Had he known the proper policy, he'd have called HH and asked for a "Diamond force" and had a room set aside for him at arrival.

I do hope you communicated the desk clerk's aplomb in handling this pompous and self-importance bloated blowhard - either to the GM , or at least as some positive feedback to the clerk.

Maybe there should be a process where they can DISENROLL bad diamonds, or any member for that matter. There is a point where you do not want their business. I run a business that involves dealing with the customer weekly and we at times do ask them to leave and to find a place where they are happier. Sure, this cost's us money, but there is a point where it probably costs more in upset employees, offending other customers, etc.

If that ... acted like the OP indicated, I would love to take his name and bar him from the chain unless he personally appologized for his actions.

The customer may always be right, but this guy is no longer a customer, just a jerk.

I provide CS rep training to some clients - and when the occasional real, er, excurrent opening becomes a problem, I recommend they do a cost benefit analysis (e.g. time spent trying to "fix" things that are unbroken for the customer, comps they don't really owe, special favors, effect on morale and supsequent cliet contacts, etc.) and decide if it would be easier to reat the client or fire him / her. Sometimes, it is time to fire a customer. Maybe this guy is one of those customers that should be "referred" to another chain. ;)

(Probably, this guy is not bad enough based on that single instance alone - but the desk clerk displayed admirable "personal Teflon" and got it taken care of. Then again, a file at the D desk or somewhere might tell another tale.)

I've read this before, and at best, anecdotal eveidence has been offered. As far as I can tell, jerks come in all colors: Blue, Silver, Gold & Platimum/Pearl/Diamond/Titanium.

I observed a jerk tonight trying to bully his way to the front of the line at the gate. The GA would have none of it and sent him to the end of the line where he belonged, and turned her back to him. He was seated in F on the plane. As a gold, I did not achieve an u/g on that flight, so I could assume he was a Platinum (Medallion, this was DL). So 100% of the jerks I observed being jerks today were probably top elites. I rest my case.

Jerkism is an equal opportunity condition, though if it tends to concentrate anywhere, it might be with those with just a litttle power.

as much as I agree everyone should learn the t&C's.. of all places, Hilton is the worst when their own people don't understand them.. so how can you expect the guest to understand them. I'vetried to understand them, i've read them printed them and then still have problems.. so until Hh themselves gets the program straight within their own employee base, I don't think that the customer should be the one to have to know all 20K words of t&C's.. now don't get me wrong.. the OP and that situation was quite ridiculous

deleted

What do the terms and condition have to do with being rude?

If a person is upset because they don't understand something - or feels that a representative of the company that they are dealing with at that moment, doesn't understand what they are asking - that doesn't give them the right to speak to the person they are working with anyway they want.

The guy (as i interpret it) tried to pull a power move KNOWING the clerk could do nothing.

If the front desk agent was on the street in civilian clothing, I doubt this “gentleman” would have spoken to him that way. However, because he was at his place of employment and a “front line” face of the company, this “gentleman” took it out on the front desk agent.

Even if he was having a bad day or encountered unusual circumstances prior to his arrival at the hotel – His behavior was unacceptable!

EDITED by Moderator

if another poster doesn't get what you are saying you have the choice to let it go or re explain it...but nOT to insult the poster...

thanks

squeakr
MOD Hilton




"now don't get me wrong.. the OP and that situation was quite ridiculous"

don't make snarky comments to each other...
 

this is an interesting first post by a former "lurker" - let's show him how well behaved the forum is :)

thanks

squeakr
MOD Hilton

Well, it needs to be pointed out that the OP made a rude joke on his/her OWN handle! Notice the "signature" at the bottom of the first post: "p-soir."

I doubt that this was unintentional.

So why blame other posters for what the OP did???

:confused: