I was just looking for some advice on the following situation which happened to me last night...
I had a reservation for a room at the Hilton London Euston last night, to be paid with points from a family member's HHonors account (while the family member has status, Im not sure what level it is)...since I knew that I would be arriving late that evening because I was flying in from Turkey via Vienna, I made sure that the reservation contained a note about my late arrival, and it did..."Late arrival guaranteed" and on the bottom it had some reservation coding saying something similar...
Now flash ahead to last night...I arrive at the Hotel about 10:40 PM, and when I try to check in, the two agents exchange a skeptical look like something's wrong (a classic "oh crap" look), and one of them excuses herself to a backroom explaining that she'll be right back, but not telling me what the problem was.
About 5 to 10 minutes later, she comes back and tells me that the hotel is overbooked that evening, and that they'll try to sort out some other accomodation for me, but in the meantime would I like free drinks at the bar?
That was fine by me so I sat over in the bar area nursing a Coke and watching TV, anxiously awaiting an update...I was very tired from the trip in from IST and wanted nothing more than to collapse into a bed of any sort...
50 minutes passed with no update (current time 11:40 PM), so I went back to the check-in desk to see if they had any kind of news for me...two new agents were there...when I introduced myself they recognized it right away and assured me they were working nonstop to find something...I could see on the desk that the phone book was open to the "Hotels" section, which was comforting to see...
Since I was gettin a little bored at the bar, I asked if I might be able to get some internet access while I continued to wait, and they gave me a voucher for an hour of free access at the internet computers downstairs, a much appreciated gesture...regrettably, the computers were occupied by a group of kids who showed no signs of letting up anytime soon, so I just sat and read the papers while I hoped they would get off soon...
After a further ~30 minutes of waiting, one of the agents fetched me from downstairs and gave me an update...they absolutely could not find anything in London with a room open, and the last alternative was to set up a bed in a conference room for me...not seeing much of an alternative, I agreed, and the agent went to make the relevant calls...
However, finally, in a great turn of fortune, she came off the phone a few minutes later and told me that they had found a room for me elsewhere, and that they were going to fetch a cab for me (cab fare on their dime) and send me over there...just to be absolutely sure, I asked if Hilton would be paying for whatever new place they were sending me to, and I was again assured that they would be...
In short order we went outside, got a cab, and I found myself being taken to the Hilton London Islington, a quick 10 minute ride from the Hilton Euston
Upon arrival at the Hilton Islington (time: 12:30 AM, elapsed time since I first tried to check in at the Euston=nearly 2 hours!), I hoped to get a key and get quickly into bed, but the check-in counter was empty...fortunately, someone showed within 5 minutes, and I again introduced myself and explained the situation, and they recognized it right away...a person who I think was the manager on duty came out to apologize and said they were giving me a suite and free breakfast, and finally, around 12:45 I found my way into my room at the Islington...what an ordeal the whole night had been! Fortunately Im a very mild mannered person and stayed calm and friendly throughout the whole thing...
Now, this morning when I woke up, I found the bill slipped under my door, and it appeared that they had it so that they were going to charge me for the room...however, when I checked out, I asked the agent if they knew that the room was supposed to be paid for by Hilton, and they confirmed to me that it was...whether or not the room charge will show up on my credit card bill when I get home, we'll see, but it is something I am a little bit worried about...
Overall, my question is...am I entitled to any additional compensation for this whole mess? I did not want to bring the topic up with the agents as I have little experience in asking for compensation and did not want to sound greedy or anything unknowingly...
Thanks in advance for your help!
N674UW
I had a reservation for a room at the Hilton London Euston last night, to be paid with points from a family member's HHonors account (while the family member has status, Im not sure what level it is)...since I knew that I would be arriving late that evening because I was flying in from Turkey via Vienna, I made sure that the reservation contained a note about my late arrival, and it did..."Late arrival guaranteed" and on the bottom it had some reservation coding saying something similar...
Now flash ahead to last night...I arrive at the Hotel about 10:40 PM, and when I try to check in, the two agents exchange a skeptical look like something's wrong (a classic "oh crap" look), and one of them excuses herself to a backroom explaining that she'll be right back, but not telling me what the problem was.
About 5 to 10 minutes later, she comes back and tells me that the hotel is overbooked that evening, and that they'll try to sort out some other accomodation for me, but in the meantime would I like free drinks at the bar?
That was fine by me so I sat over in the bar area nursing a Coke and watching TV, anxiously awaiting an update...I was very tired from the trip in from IST and wanted nothing more than to collapse into a bed of any sort...
50 minutes passed with no update (current time 11:40 PM), so I went back to the check-in desk to see if they had any kind of news for me...two new agents were there...when I introduced myself they recognized it right away and assured me they were working nonstop to find something...I could see on the desk that the phone book was open to the "Hotels" section, which was comforting to see...
Since I was gettin a little bored at the bar, I asked if I might be able to get some internet access while I continued to wait, and they gave me a voucher for an hour of free access at the internet computers downstairs, a much appreciated gesture...regrettably, the computers were occupied by a group of kids who showed no signs of letting up anytime soon, so I just sat and read the papers while I hoped they would get off soon...
After a further ~30 minutes of waiting, one of the agents fetched me from downstairs and gave me an update...they absolutely could not find anything in London with a room open, and the last alternative was to set up a bed in a conference room for me...not seeing much of an alternative, I agreed, and the agent went to make the relevant calls...
However, finally, in a great turn of fortune, she came off the phone a few minutes later and told me that they had found a room for me elsewhere, and that they were going to fetch a cab for me (cab fare on their dime) and send me over there...just to be absolutely sure, I asked if Hilton would be paying for whatever new place they were sending me to, and I was again assured that they would be...
In short order we went outside, got a cab, and I found myself being taken to the Hilton London Islington, a quick 10 minute ride from the Hilton Euston
Upon arrival at the Hilton Islington (time: 12:30 AM, elapsed time since I first tried to check in at the Euston=nearly 2 hours!), I hoped to get a key and get quickly into bed, but the check-in counter was empty...fortunately, someone showed within 5 minutes, and I again introduced myself and explained the situation, and they recognized it right away...a person who I think was the manager on duty came out to apologize and said they were giving me a suite and free breakfast, and finally, around 12:45 I found my way into my room at the Islington...what an ordeal the whole night had been! Fortunately Im a very mild mannered person and stayed calm and friendly throughout the whole thing...
Now, this morning when I woke up, I found the bill slipped under my door, and it appeared that they had it so that they were going to charge me for the room...however, when I checked out, I asked the agent if they knew that the room was supposed to be paid for by Hilton, and they confirmed to me that it was...whether or not the room charge will show up on my credit card bill when I get home, we'll see, but it is something I am a little bit worried about...
Overall, my question is...am I entitled to any additional compensation for this whole mess? I did not want to bring the topic up with the agents as I have little experience in asking for compensation and did not want to sound greedy or anything unknowingly...
Thanks in advance for your help!
N674UW
Quote:
I had a reservation for a room at the Hilton London Euston last night, to be paid with points from a family member's HHonors account (while the family member has status, Im not sure what level it is)...since I knew that I would be arriving late that evening because I was flying in from Turkey via Vienna, I made sure that the reservation contained a note about my late arrival, and it did..."Late arrival guaranteed" and on the bottom it had some reservation coding saying something similar...
Now flash ahead to last night...I arrive at the Hotel about 10:40 PM, and when I try to check in, the two agents exchange a skeptical look like something's wrong (a classic "oh crap" look), and one of them excuses herself to a backroom explaining that she'll be right back, but not telling me what the problem was.
About 5 to 10 minutes later, she comes back and tells me that the hotel is overbooked that evening, and that they'll try to sort out some other accomodation for me, but in the meantime would I like free drinks at the bar?
That was fine by me so I sat over in the bar area nursing a Coke and watching TV, anxiously awaiting an update...I was very tired from the trip in from IST and wanted nothing more than to collapse into a bed of any sort...
50 minutes passed with no update (current time 11:40 PM), so I went back to the check-in desk to see if they had any kind of news for me...two new agents were there...when I introduced myself they recognized it right away and assured me they were working nonstop to find something...I could see on the desk that the phone book was open to the "Hotels" section, which was comforting to see...
Since I was gettin a little bored at the bar, I asked if I might be able to get some internet access while I continued to wait, and they gave me a voucher for an hour of free access at the internet computers downstairs, a much appreciated gesture...regrettably, the computers were occupied by a group of kids who showed no signs of letting up anytime soon, so I just sat and read the papers while I hoped they would get off soon...
After a further ~30 minutes of waiting, one of the agents fetched me from downstairs and gave me an update...they absolutely could not find anything in London with a room open, and the last alternative was to set up a bed in a conference room for me...not seeing much of an alternative, I agreed, and the agent went to make the relevant calls...
However, finally, in a great turn of fortune, she came off the phone a few minutes later and told me that they had found a room for me elsewhere, and that they were going to fetch a cab for me (cab fare on their dime) and send me over there...just to be absolutely sure, I asked if Hilton would be paying for whatever new place they were sending me to, and I was again assured that they would be...
In short order we went outside, got a cab, and I found myself being taken to the Hilton London Islington, a quick 10 minute ride from the Hilton Euston
Upon arrival at the Hilton Islington (time: 12:30 AM, elapsed time since I first tried to check in at the Euston=nearly 2 hours!), I hoped to get a key and get quickly into bed, but the check-in counter was empty...fortunately, someone showed within 5 minutes, and I again introduced myself and explained the situation, and they recognized it right away...a person who I think was the manager on duty came out to apologize and said they were giving me a suite and free breakfast, and finally, around 12:45 I found my way into my room at the Islington...what an ordeal the whole night had been! Fortunately Im a very mild mannered person and stayed calm and friendly throughout the whole thing...
Now, this morning when I woke up, I found the bill slipped under my door, and it appeared that they had it so that they were going to charge me for the room...however, when I checked out, I asked the agent if they knew that the room was supposed to be paid for by Hilton, and they confirmed to me that it was...whether or not the room charge will show up on my credit card bill when I get home, we'll see, but it is something I am a little bit worried about...
Overall, my question is...am I entitled to any additional compensation for this whole mess? I did not want to bring the topic up with the agents as I have little experience in asking for compensation and did not want to sound greedy or anything unknowingly...
Thanks in advance for your help!
N674UW
I don't think you are entitled to additional compensation if Hilton didn't charge you for the room & let you keep the reward certificate too.Originally Posted by N674UW
I was just looking for some advice on the following situation which happened to me last night...I had a reservation for a room at the Hilton London Euston last night, to be paid with points from a family member's HHonors account (while the family member has status, Im not sure what level it is)...since I knew that I would be arriving late that evening because I was flying in from Turkey via Vienna, I made sure that the reservation contained a note about my late arrival, and it did..."Late arrival guaranteed" and on the bottom it had some reservation coding saying something similar...
Now flash ahead to last night...I arrive at the Hotel about 10:40 PM, and when I try to check in, the two agents exchange a skeptical look like something's wrong (a classic "oh crap" look), and one of them excuses herself to a backroom explaining that she'll be right back, but not telling me what the problem was.
About 5 to 10 minutes later, she comes back and tells me that the hotel is overbooked that evening, and that they'll try to sort out some other accomodation for me, but in the meantime would I like free drinks at the bar?
That was fine by me so I sat over in the bar area nursing a Coke and watching TV, anxiously awaiting an update...I was very tired from the trip in from IST and wanted nothing more than to collapse into a bed of any sort...
50 minutes passed with no update (current time 11:40 PM), so I went back to the check-in desk to see if they had any kind of news for me...two new agents were there...when I introduced myself they recognized it right away and assured me they were working nonstop to find something...I could see on the desk that the phone book was open to the "Hotels" section, which was comforting to see...
Since I was gettin a little bored at the bar, I asked if I might be able to get some internet access while I continued to wait, and they gave me a voucher for an hour of free access at the internet computers downstairs, a much appreciated gesture...regrettably, the computers were occupied by a group of kids who showed no signs of letting up anytime soon, so I just sat and read the papers while I hoped they would get off soon...
After a further ~30 minutes of waiting, one of the agents fetched me from downstairs and gave me an update...they absolutely could not find anything in London with a room open, and the last alternative was to set up a bed in a conference room for me...not seeing much of an alternative, I agreed, and the agent went to make the relevant calls...
However, finally, in a great turn of fortune, she came off the phone a few minutes later and told me that they had found a room for me elsewhere, and that they were going to fetch a cab for me (cab fare on their dime) and send me over there...just to be absolutely sure, I asked if Hilton would be paying for whatever new place they were sending me to, and I was again assured that they would be...
In short order we went outside, got a cab, and I found myself being taken to the Hilton London Islington, a quick 10 minute ride from the Hilton Euston
Upon arrival at the Hilton Islington (time: 12:30 AM, elapsed time since I first tried to check in at the Euston=nearly 2 hours!), I hoped to get a key and get quickly into bed, but the check-in counter was empty...fortunately, someone showed within 5 minutes, and I again introduced myself and explained the situation, and they recognized it right away...a person who I think was the manager on duty came out to apologize and said they were giving me a suite and free breakfast, and finally, around 12:45 I found my way into my room at the Islington...what an ordeal the whole night had been! Fortunately Im a very mild mannered person and stayed calm and friendly throughout the whole thing...
Now, this morning when I woke up, I found the bill slipped under my door, and it appeared that they had it so that they were going to charge me for the room...however, when I checked out, I asked the agent if they knew that the room was supposed to be paid for by Hilton, and they confirmed to me that it was...whether or not the room charge will show up on my credit card bill when I get home, we'll see, but it is something I am a little bit worried about...
Overall, my question is...am I entitled to any additional compensation for this whole mess? I did not want to bring the topic up with the agents as I have little experience in asking for compensation and did not want to sound greedy or anything unknowingly...
Thanks in advance for your help!
N674UW
You got a free ride to the alternative hotel, an upgraded free room and free breakfast.
What else do you want ?
I've only been walked once, and took the free room and free breakfast gladly, at the hotel next door, but did ensure that I still got the stay credit and points when I got back.
What else do you want ?
I've only been walked once, and took the free room and free breakfast gladly, at the hotel next door, but did ensure that I still got the stay credit and points when I got back.
Technically, I don't believe you are entitled to additional compensation. You got a totally free suite in London for your troubles.
That said, poor process is always frustrating. I would have been less angry about the overbooking and more angry that the staff didn't have some proactive measures in place the minute the saw you walk in the door with your luggage at 10:40PM. They should have been on the phone with Islington hours earlier, giving them a heads-up that they might later have a situation with overbooking. I'm always amazed when a major-chain property has a massive process breakdown just because the hotel is oversold. Surely they have a "playbook" for this. You should have been in a cab, on your way to Islington, by 10:45PM.
Props to Islington for hooking you up well once you got there. ^
That said, poor process is always frustrating. I would have been less angry about the overbooking and more angry that the staff didn't have some proactive measures in place the minute the saw you walk in the door with your luggage at 10:40PM. They should have been on the phone with Islington hours earlier, giving them a heads-up that they might later have a situation with overbooking. I'm always amazed when a major-chain property has a massive process breakdown just because the hotel is oversold. Surely they have a "playbook" for this. You should have been in a cab, on your way to Islington, by 10:45PM.
Props to Islington for hooking you up well once you got there. ^
Stuff happens. In this case the first hotel did whatever they could to get you a room which thay paid for, You had a free night and a free breakfast and I would think that you have been (if not well,then) appropriately compensated,
I think you received the appropriate compensation, including the drinks at the bar and the internet access, even though you didn't get to use it, due to circumstances not under the hotel's control.
Quote:
Ditto.Originally Posted by pinniped
I would have been less angry about the overbooking and more angry that the staff didn't have some proactive measures in place the minute the saw you walk in the door with your luggage at 10:40PM. They should have been on the phone with Islington hours earlier, giving them a heads-up that they might later have a situation with overbooking. I'm always amazed when a major-chain property has a massive process breakdown just because the hotel is oversold. Surely they have a "playbook" for this. You should have been in a cab, on your way to Islington, by 10:45PM.
If they don't collect your cert and Hilton picked up the tab for the hotel I'd have to say I'd be happy with that. If they still want the cert I'd probably ask for some "points" as compensation for your troubles. Although I've not had many problems with hiltons, the upgrade to a suite at 12:45 am while nice isn't really that great of a perk cuz I'm only gonna enjoy seeing the inside of my eyelids and I could just as well be in any room doing that.
But if I was keeping the points and they paid for the room I would write a letter saying it could have been more proactively handled and ready to go once you got there but that they worked diligiently and did a good job of taking care of you while you were waiting.
Lance
But if I was keeping the points and they paid for the room I would write a letter saying it could have been more proactively handled and ready to go once you got there but that they worked diligiently and did a good job of taking care of you while you were waiting.
Lance
Agree - it depends a bit on whether you've kept the points or not. If you had then probably little to complain about. If you haven't then I agree that they could have been a bit slicker at sorting things out - especially when they ended up putting you up in another Hilton hotel nearby; you would have thought that's where they would have checked in the first place! (or even before you arrived as suggested by pinniped.
Alan
PS Just be glad they didn't put you up in the hotel across the road - stayed there once before and it was absolutely dreadful!
Alan
PS Just be glad they didn't put you up in the hotel across the road - stayed there once before and it was absolutely dreadful!