Homophobia at the HIX AGP
Jul 28, 2019, 12:17 pm
#1
Original Poster
Join Date: Mar 2002
Location: BCN
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Homophobia at the HIX AGP
Just checked in to this hotel, had reserved a double room and they gave us two singles. Went back to reception and asked to switch. The woman there informed me that rooms with double beds were for families and that we are not a family. I couldn't believe what I heard so I asked her to repeat and she said that no, we are not a family and there would be no double bed for us. I was speechless for a minute, then asked her if I showed her our marriage certificate that would suffice. She said no, it's for families with children.
We are still here, in a room with two tiny twin beds, as there is nothing else decent available nearby or I would have walked immediately. I really don't think I'm making a big deal out of nothing, and it wasn't a communication problem as we were both speaking Spanish. I already contacted IHG chat and they gave me the phone number and email for the front desk (gee thanks guys).
So, questions: how should I escalate this, and to whom?
We are still here, in a room with two tiny twin beds, as there is nothing else decent available nearby or I would have walked immediately. I really don't think I'm making a big deal out of nothing, and it wasn't a communication problem as we were both speaking Spanish. I already contacted IHG chat and they gave me the phone number and email for the front desk (gee thanks guys).
So, questions: how should I escalate this, and to whom?
Jul 28, 2019, 3:21 pm
#2
Join Date: Aug 2017
Programs: Hilton Diamond, IHG Spire Ambassador, Global Entry
Posts: 2,825
All I see on their website is a double bed, so I would expect that too. I would ask for the manager as always.
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. [...]
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. [...]
Last edited by FLYGVA; Jul 28, 2019 at 11:09 pm Reason: edit personal comments out of post
Jul 28, 2019, 3:21 pm
#3
Join Date: Jun 2016
Posts: 54
In the UK this is illegal and there was a similar case previously and the gay couple got the hotel to court and they won compensation. That was a family hotel/b&b and I am shocked to hear that this could ever happen at a chain hotel. You should definitely contact IHG and if there is nothing else to this story the front desk must lose her job to say the least.
Jul 28, 2019, 3:23 pm
#4
Join Date: Jun 2016
Posts: 54
All I see on their website is a double bed, so I would expect that too. I would ask for the manager as always.
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. Get over yourself.
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. Get over yourself.
Jul 28, 2019, 3:33 pm
#5
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GM came and offered to switch to a room that had "just opened up" and I declined, explained that it's not about the room at this point. The GM told me that the double rooms have sofabeds and that's why the comment about the kids. This is entirely possible but the way this was communicated was not that. For the record I have never had an issue like this in any hotel. It was in my opinion egregious.
Jul 28, 2019, 5:14 pm
#6
Join Date: Aug 2011
Location: Brighton, UK
Programs: IHG Diamond Ambassador
Posts: 510
All I see on their website is a double bed, so I would expect that too. I would ask for the manager as always.
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. [...]
With that said, I would drop the "homophobia" unless you are one to use that to get your way. I take it as they want to save those rooms for groups of 4 more than telling you they don't recognize your marriage. [...]
Last edited by FLYGVA; Jul 28, 2019 at 11:10 pm Reason: quoted post was edited
Jul 28, 2019, 6:46 pm
#7
Join Date: Jul 2014
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GM came and offered to switch to a room that had "just opened up" and I declined, explained that it's not about the room at this point. The GM told me that the double rooms have sofabeds and that's why the comment about the kids. This is entirely possible but the way this was communicated was not that. For the record I have never had an issue like this in any hotel. It was in my opinion egregious.
What can the hotel/GM do, now, to rectify the situation for you?
Jul 28, 2019, 6:52 pm
#8
Join Date: Jun 2016
Location: Oslo
Programs: BAEC
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GM came and offered to switch to a room that had "just opened up" and I declined, explained that it's not about the room at this point. The GM told me that the double rooms have sofabeds and that's why the comment about the kids. This is entirely possible but the way this was communicated was not that. For the record I have never had an issue like this in any hotel. It was in my opinion egregious.
Jul 28, 2019, 7:23 pm
#9
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,550
A double was booked and should have been provided, but there is nothing homophobic in the details provided by OP about hotel's refusal
Jul 28, 2019, 7:41 pm
#10
Join Date: Feb 2015
Posts: 182
I don't want to discount the discomfort you felt but laughing a little because an older married couple might actually find the twin beds a good deal......
Jul 28, 2019, 7:56 pm
#11
Join Date: Nov 2013
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Jul 28, 2019, 8:14 pm
#12
Join Date: Aug 2017
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Posts: 2,825
You can look at the website. They clearly have 2 types of rooms. Those that fit 2 and those that fit 4. They are both the same price, at least from what I checked. Imagine owning a hotel and managing capacity for walk-ins near an airport. Do you think their goal is matching people up to their sleeping capacity, or keeping gay people out of the same bed? This is honestly a ridiculous discussion, and jumping to an extreme conclusion.
I can appreciate that perhaps a better explanation could have been given. I also think you should get the room you booked. None of these things convince me of the homophobia accusation.
Jul 28, 2019, 8:23 pm
#13
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GM came and offered to switch to a room that had "just opened up" and I declined, explained that it's not about the room at this point. The GM told me that the double rooms have sofabeds and that's why the comment about the kids. This is entirely possible but the way this was communicated was not that. For the record I have never had an issue like this in any hotel. It was in my opinion egregious.
Last edited by FLYGVA; Jul 29, 2019 at 2:29 am Reason: personal part edited out of post
Jul 28, 2019, 10:40 pm
#14
Join Date: Jan 2013
Location: Adelaide, South Australia
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Not much empathy happening in this thread. Sorry that this happened to you alanw. You are right to expect better.
Jul 28, 2019, 10:45 pm
#15
Join Date: Aug 2012
Location: VPS
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It's the job of the hotel to see that the room as booked is the room that is provided at check-in, unless one is getting an upgrade because of elite status or overbooking the cheaper room classes. It's not the job of hotel management or desk clerks to determine who is 'worthy' of the room they have actually booked.
As long as the number of guests is equal or less than the legal occupancy of the room and that number is properly reflected in the room rate, it's none of the hotel's business why a room of a particular configuration is reserved.
As long as the number of guests is equal or less than the legal occupancy of the room and that number is properly reflected in the room rate, it's none of the hotel's business why a room of a particular configuration is reserved.