Canista

Hi. Has anyone stayed at either Hilton properties in Brighton, England?

I'm planning on spending a long week-end to see the piers and was wondering if the Metropole or West Pier were any good.

Thanks!

alexoster

I recently got married & as part of the honeymoon I booked a sea view air conditioned room in the Hilton Brighton Metropole (seaside English town).

I checked in on Saturday night (10th June) which was one of the only hot days of our British summer. When I was shown to the only room left available in the hotel I found it unclean, with the previous guests rubbish still in the rubbish bin, the bedding was askew and worst of all our “seafront” view was that of green mesh & scaffolding.

It was late and we only wanted to get to sleep but the room was so humid and surprise surprise the air conditioning didn’t work.

I complained to the management and I received an £80 reduction to the nightly rate. Needless to say we didn’t stay another night.

My wife and I are frequent guests at the Hilton & Marriott hotels and never before have we stayed in a room presented to us in such an unprofessional state. I do not believe that £80 as compensation is enough to make up for what should have been a romantic break in a holiday resort.

Can anyone suggest what else I might be entitled to?

KENNECTED

Welcome to flyertalk.

I have a few questions:

Why is this a "horror"? Your title is misleading.
Why do you feel you are "entitled" to anything, especially, at this point?

The way I see it is, you booked a room, it was unacceptable. The property reduced your rate and you accepted that as a resoulution.

If I were in your place, I would send an email to ([email protected] and copy [email protected]) when you receive the "post stay" email from HHonors, so that this doesn't happen to anyone else.

It appears your looking for additional compensation and you're soliciting our opinions in order to negotiate for a freebie, so to answer your question, this is what I think you are entitled to - NOTHING.

Points Scrounger

Some might say you lost your claim by not mentioning it by telephone to the desk then and there.
Once upon a time I was given a room that looked as though a frat house pizza party had taken place therein. I trooped downstairs with my bags, and was assigned another room where ... after multiple attempts the key just would not work. So .... my bags and I returned to the desk for another key, and back up to Room #2, where the door finally opened to reveal lodgings in good order. I got nothing extra for it.

alexoster

It appears your looking for additional compensation and you're soliciting our opinions in order to negotiate for a freebie, so to answer your question, this is what I think you are entitled to - NOTHING.[/COLOR][/FONT][/QUOTE]

Hey Mr Cheap Elite,

Thanks for your advice. And can I please ask you not to be so harsh on me. I was just sharing a "horrific" exprience & asked for some advice.

Thanks alot

KENNECTED

Hey Mr Cheap Elite,

Thanks for your advice. And can I please ask you not to be so harsh on me. I was just sharing a "horrific" exprience & asked for some advice.

Thanks alot[/QUOTE]


You asked for an opinion and I gave it. Trust me...my response wasn't "harsh"!

However, I noticed you skipped right past my questions.

mikey1003

Hey Mr Cheap Elite,

Thanks for your advice. And can I please ask you not to be so harsh on me. I was just sharing a "horrific" exprience & asked for some advice.

Thanks alot[/QUOTE]


Alex,

Harsh responses seem to be a requirement on posting here at Hilton.

As for asking for something...ask, you never know what you will get,

If my Honeymoon would have been hurt in any way, I would have written letters from the CEO down.

nomad1974

Well, I actually also thought the response from CheapElite was rather harsh when first reading it, but anyway, I don't want to get dragged into that.

I also think that you have probably lost your claim to anything else (whathever that may be), for accepting the proposed offer of £80. By the way, what percentage of the room rate was this? I mean did they offer you the room practically for free, was it like 20% off, 50% off or 80% off?

Anyway, a little OT by allow me to share a similar story. I was once booked at the Hilton Brussels Residence for one night. I was due to arrive very late and since the hotel's (mostly a longer-stay property) reception closes after 22:00, passed - as instructed - by the Hilton Brussels to pick up my room key. When I got to the Hilton Residence, I was surprised to see that my "room" was basically the living room of a suite, with the sofabed already made into a bed! I called the 24-hour number and protested at being given a "room" which was not. Manager called me back within a few minutes, saying they were full, no other rooms. I said I could not accept this and they had a responsibility to offer me a hotel room which I had booked and (pre-)paid for. Within half an hour he was there. He had booked me a room at the third Hilton in Brussels (Hilton Brussels City) and had arranged for a taxi to take me there. As it was almost 1:00am and I had a morning meeting, I accepted this. What could I have done? Perhaps asked him to give me the room for free? A certificate for another night's stay? Something else? Anyway, point is, I accepted what he had offered. But then again, just because one accepts a temporary solution, which is clearly below the optimal (=what initially booked) but still within reason GIVEN THE CIRCUMSTANCES, does one forfeit one's right to "full" (or, further) compensation?

celticanvil

Whew, I thought maybe you didn't get a gold upgrade or a stay didn't post...now that would be a horror !

fromYXU

If anyone feels entitled to some/more compensation I strongly suggest that you contact the hotel, copy HHonors, and explain your situation and ask for a compensation (be specific). Asking us wont get you far!

rnovak

Come on folks.. the OP asked for our guidance and was looking to learn from our past (and vast) expierence.

No need to flame the OP.

Alexoster.. first, congratulations on your nuptials. I hope your Honeymoon got better after this expierence. I understand your frustration and why you termed this as 'horrific', your Honeymoon comes only once (well, with this wife anyway). You plan and hope everything goes well, and something happens to screw it up.

I would have at least asked for the Hotel to comp the room for the night and made sure they fixed the problem or moved you to another room. But since that's passed, I would write and ask them for a free night at the same category hotel.

(see..was that all that hard to do folks? Remember FT is here to HELP people not make them feel small for asking a question).

Travel Man

thank you mister alex for your comments. i can only advice you not to stay in any hilton anymore? ^

mikey1003

You guys are really tough.....Give the guy a break!

jabez

I agree with Mikey here.
Everyone desires their honeymoon to be as close to perfect as possible. We're not talking about not getting our water during a business trip.
The hotel elected to lower their rate. This was their definition of good customer service. The customer doesn't agree and asked for advice. Even if you felt that they should expecxt no more, why not give that advice without slamming?
I would send an email to the area GM Peter Hales ([email protected]).

TrojanHorse

First add me to the list that post number 2 in this thread was pretty much harsh and uncalled for.

Moving right along to something that might help the OP, I was in a similar situation, the frat house example used by another poster is a good example of mine as well; anyway, upon entering a room that had not been touched by the housekeeping staff and had a bed that looked like an orgy had taken place, beer bottles on the bed, floor, desk, bureau, - wet towels on the floors, trash can, pizza boxes in the room, you get the picture

I called down from the room as I wanted Hilton to see this room that they gave me, they said come down and we will reassign you (I used my camera first to take some pics to show the front desk) which I did. I showed the pics, they agreed it was unacceptable and put me in a suite for the night, ok, I was happy at this point till the keys didn't work.. so I schlep my arse back to the FD and they re-do the keys.. same thing, keys don't work, I call from the house phone on the elevator and say to the FD, to send someone up this time, as I am not coming down again.

Wait about ten minutes by the elevator and maintenance comes by to open it and gives me keys that work. The manager stops by later to apologize. At this point I told him, thank you but I am a bit irritated by all of this (roughly a 30 minute process from when I first went into my trashed originally allocated room). I showed him the photos of the first room too. He said, how can he make it right? I said I would like the room comped, he said no problem. I was quite content....... UNTIL

the bill showed up in the a.m. at a higher rate than I signed in for. FD says there is no record of my comp room in my file. At this point, I demand to speak with the on duty manager who says he will look into it.. so I check out (paying of course).. I then sent a letter to the property GM, manager I spoke with who comped me and Hilton Cust Svc... in the end I received a free room (credit of my original charges), free meal credit on my next stay, and 10,000 Hh points. I consider that adequate

Point is, don't give up, write the property, CC: Hh customer service, detail (without getting personal or using adjectives like "Horrific") the facts and state what you are requesting. Either you will get that or something else, but I would guess that you will get something else out of them.