Reservations Snafu -- Hilton style
Jun 18th, 2005, 02:54 PM
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Reservations Snafu -- Hilton style
Normally I do trip reports after trips are completed, but this one is such a pip I have to communicate something about where it is now.
This is a fly from Houston, rent a car, pick up grandkids and drive to Washington, D.C. vacation. All hotel reservations through Hilton. I used to be a die-hard Hilton customer.
Doubletree in Charlottesville, VA had two rooms reserved since April. Alas, rooms were separate. Did not believe I had requested adjoining rooms until I provided copies of reservations. So sorry, they said.
Embassy Suites in Alexandria tries to give me king suite, with same excuse. After producing proof otherwise, they give us a suite with two double beds. Great. Only problem, this is a room that should not be in service -- air conditioning does not work.
So sorry, they said. Fans -- two fans -- are provided to us despite my pleas and screams that this is just not acceptable, or healthy. Next day they do give us another room, but too late, colds have set in overnight.
So, vacation is midway, several of us are hacking and sniffing, and I am really disappointed in Hilton. Things do screw up, but what a helpless feeling, when the plans and arrangements you have made months in advance -- after consulting these pages, by the way, all go awry.
Ahhh, Hilton, you are slipping, slipping, and methinks I will cash in my honors points asap and turn to another chain.
Jim
This is a fly from Houston, rent a car, pick up grandkids and drive to Washington, D.C. vacation. All hotel reservations through Hilton. I used to be a die-hard Hilton customer.
Doubletree in Charlottesville, VA had two rooms reserved since April. Alas, rooms were separate. Did not believe I had requested adjoining rooms until I provided copies of reservations. So sorry, they said.
Embassy Suites in Alexandria tries to give me king suite, with same excuse. After producing proof otherwise, they give us a suite with two double beds. Great. Only problem, this is a room that should not be in service -- air conditioning does not work.
So sorry, they said. Fans -- two fans -- are provided to us despite my pleas and screams that this is just not acceptable, or healthy. Next day they do give us another room, but too late, colds have set in overnight.
So, vacation is midway, several of us are hacking and sniffing, and I am really disappointed in Hilton. Things do screw up, but what a helpless feeling, when the plans and arrangements you have made months in advance -- after consulting these pages, by the way, all go awry.
Ahhh, Hilton, you are slipping, slipping, and methinks I will cash in my honors points asap and turn to another chain.
Jim
Jun 18th, 2005, 05:25 PM
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Hi Jim, I understand your frustration and pain. I quit using Hilton quite awhile ago.
We had stayed at the SF Hilton due to business confrences and always had wonderful rooms. Our daughter & SIL were coming up from S CA for a 2 week visit and we decided to treat them to 2 nights in SF. Made reservations at the Hilton. Guaranteed the rooms we wanted.
Arrived at the Hilton and although we were suppose to have adjoing rooms we were put on one floor and the kids on another. Both rooms were terrible. We were told they had nothing else available. They said we should not have been guaranteed anything.
The bill for both rooms for the 2 nights were suppose to be put under the door to our room. They put it under the door to our kids room. And our dear SIL evidently thought he was suppose to pay for the 2 rooms for the 2 nights so he went down to the desk and did so. Than didn't want us to reimburse him. My DH of course took care of that but than he went to have a talk with the desk. A very rude clerk. He said "oh well for your complaint here are 4 free tickets for our breakfast". Oh sigh. Went to the restaurant. It was about 1/3 filled. Many empty tables. We were left standing for 15 minutes. We were told that we would have to wait until "one of the tables were empty". Finally left and went around the corner to Kuletos and had a fabulous breakfast. And enjoyed the rest of our day.
And have never stayed at a Hilton again.
We had stayed at the SF Hilton due to business confrences and always had wonderful rooms. Our daughter & SIL were coming up from S CA for a 2 week visit and we decided to treat them to 2 nights in SF. Made reservations at the Hilton. Guaranteed the rooms we wanted.
Arrived at the Hilton and although we were suppose to have adjoing rooms we were put on one floor and the kids on another. Both rooms were terrible. We were told they had nothing else available. They said we should not have been guaranteed anything.
The bill for both rooms for the 2 nights were suppose to be put under the door to our room. They put it under the door to our kids room. And our dear SIL evidently thought he was suppose to pay for the 2 rooms for the 2 nights so he went down to the desk and did so. Than didn't want us to reimburse him. My DH of course took care of that but than he went to have a talk with the desk. A very rude clerk. He said "oh well for your complaint here are 4 free tickets for our breakfast". Oh sigh. Went to the restaurant. It was about 1/3 filled. Many empty tables. We were left standing for 15 minutes. We were told that we would have to wait until "one of the tables were empty". Finally left and went around the corner to Kuletos and had a fabulous breakfast. And enjoyed the rest of our day.
And have never stayed at a Hilton again.
Jun 18th, 2005, 05:48 PM
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Wow! I'm Hilton Diamond and I've never had any of these problems/ glitches. If it happens, I may concentrate on Starwood next, but I've been very happy with Hilton. I do stay more often in Hampton, Homewood and Garden Inn properties than Hilton if that has anything to do with it.
And, I finally got the weird/ different "post a reply" box that others have mentioned. Why now, I wonder?
And, I finally got the weird/ different "post a reply" box that others have mentioned. Why now, I wonder?
Jun 19th, 2005, 06:53 PM
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Chapter 2:
Not sure, but is Hilton in trouble financially?
This hotel -- Embassy Suites in Old Alexandria -- is showing signs all over that they are cutting costs to the bone, and letting essentials slide -- espe cially personnel. Everyone is working hard, but not enough help.
More to come, I am sure...
Jim
Not sure, but is Hilton in trouble financially?
This hotel -- Embassy Suites in Old Alexandria -- is showing signs all over that they are cutting costs to the bone, and letting essentials slide -- espe cially personnel. Everyone is working hard, but not enough help.
More to come, I am sure...
Jim
Jun 19th, 2005, 09:41 PM
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Jim, I hope the rest of your trip is OK and that you haven't let these disappointments spoil too much of your trip. I think I would write a letter detailing these problems to the Hilton corporation once you return.
Now I am getting nervous as we have Embassy Suites reservations for Washington DC next month.
Jim, I'll keep my fingers crossed for both of our future stays!
Now I am getting nervous as we have Embassy Suites reservations for Washington DC next month.
Jim, I'll keep my fingers crossed for both of our future stays!
Jun 19th, 2005, 10:32 PM
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All hotels are having rougher times nowadays- tourism has picked up again (yay!) but still isn't what it was even five years ago. Many hotels are suffering. And, to be fair to the Hilton, mistakes do happen and many times there is little one can do about it right away.
HOWEVER, I am appalled at the way some hotels treat their guests. It's like the hotel is doing them a favor by letting the guests stay there, when obviously, it is the privilege of the hotel that they were chosen by those guests. As an ex-hotel employee (ex by choice, mind you), I was never once rude to a guest or did not give them everything they want. 100% satisfaction (up to the point of breaking the law, then it's a big NO!) I don't understand the attitudes some hotel employees show to guests. GUESTS. Would they treat guests in their home that way? I don't think so!
Basically, I hope you complain to corp. customer services when you are done with your trip/when you find out how they've messed up again. Hopefully they don't, but...
Hope the rest of your trip goes well.
HOWEVER, I am appalled at the way some hotels treat their guests. It's like the hotel is doing them a favor by letting the guests stay there, when obviously, it is the privilege of the hotel that they were chosen by those guests. As an ex-hotel employee (ex by choice, mind you), I was never once rude to a guest or did not give them everything they want. 100% satisfaction (up to the point of breaking the law, then it's a big NO!) I don't understand the attitudes some hotel employees show to guests. GUESTS. Would they treat guests in their home that way? I don't think so!
Basically, I hope you complain to corp. customer services when you are done with your trip/when you find out how they've messed up again. Hopefully they don't, but...
Hope the rest of your trip goes well.
Jun 23rd, 2005, 07:19 PM
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Back home!
This has been a fascinating experience with Hilton. To be fair, the trip ended up very well. I would give their Embassy Suites North Charleston, S.C., an "A." Their Double Tree in Charlottesville is an ok hotel, but aging. I would classify it as "B". The Embassy Suites in Old Alexandria is very enjoyable, IF you get the accommodations you book. If you had our experience, it sours everything. Overall, a "B" that could have been an "A."
The last booking was the Embassy Suites in downtown Charleston. This is the old Citadel military college building and fascinating architecture. It is superb, and a solid "A."
In retrospect, the snafu of no air conditioning was the low point of an otherwise very nice two weeks' travel.
I'll continue to book via Hilton, but I fully intend to raise holy you-know-what about the full fare no air conditioning night in Old Alexandria.
A fun trip, with great grand kids. Hard to sour that!!
Jim
This has been a fascinating experience with Hilton. To be fair, the trip ended up very well. I would give their Embassy Suites North Charleston, S.C., an "A." Their Double Tree in Charlottesville is an ok hotel, but aging. I would classify it as "B". The Embassy Suites in Old Alexandria is very enjoyable, IF you get the accommodations you book. If you had our experience, it sours everything. Overall, a "B" that could have been an "A."
The last booking was the Embassy Suites in downtown Charleston. This is the old Citadel military college building and fascinating architecture. It is superb, and a solid "A."
In retrospect, the snafu of no air conditioning was the low point of an otherwise very nice two weeks' travel.
I'll continue to book via Hilton, but I fully intend to raise holy you-know-what about the full fare no air conditioning night in Old Alexandria.
A fun trip, with great grand kids. Hard to sour that!!
Jim
Jun 23rd, 2005, 07:24 PM
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Jim, I enjoyed following this from beginning to pretty much satisfactory (for you) end!
I am sorry you had the Snafus, I am happy it turned out ok anyway.
OMG, I remember going to visit a friend at that building that used to be the Citadel!
Now tell us about Charleston and Alexandria etc.!
and welcome back
I am sorry you had the Snafus, I am happy it turned out ok anyway.
OMG, I remember going to visit a friend at that building that used to be the Citadel!
Now tell us about Charleston and Alexandria etc.!
and welcome back
Jun 24th, 2005, 04:09 AM
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Jim, glad you has a wonderful time with the grandkids!
We were in the Hilton in NYC when we didn't have air-conditioning in our room - it was awful. The said they couldn't do anything about it, so we checked out early. Then a few years later, we had a two night stay to check out their time share. I didn't want to go, remembering how horrible it was to not have any air but I also thought what are the chances?!? Well, some things I guess never change.
You're a stronger person than I, Jim
We were in the Hilton in NYC when we didn't have air-conditioning in our room - it was awful. The said they couldn't do anything about it, so we checked out early. Then a few years later, we had a two night stay to check out their time share. I didn't want to go, remembering how horrible it was to not have any air but I also thought what are the chances?!? Well, some things I guess never change.
You're a stronger person than I, Jim
Jun 24th, 2005, 05:06 AM
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I'm sorry your trip began on such a bad note, but glad to hear things improved after that. Maybe you can take comfort that it didn't happen the other way around??
I would like to comment on the adjoining rooms issue. I learned this lesson many years back when my kids were little. First of all, most hotels never guarantee this--it's only considered a request that they will try to honor. And secondly, I learned the difference between the term "adjoining" and "connecting." I had asked for ajoining rooms, when what I should have asked for were connecting rooms. Turns out adjoining rooms simply means there's a common wall, but not necessarily a door between the two. When we checked in, our rooms were around the corner from each other, even though they shared a wall. This wasn't going to work with small children, unless my husband and I would split up. We were lucky that they found connecting rooms for us, but it was a valuable lesson!
I would like to comment on the adjoining rooms issue. I learned this lesson many years back when my kids were little. First of all, most hotels never guarantee this--it's only considered a request that they will try to honor. And secondly, I learned the difference between the term "adjoining" and "connecting." I had asked for ajoining rooms, when what I should have asked for were connecting rooms. Turns out adjoining rooms simply means there's a common wall, but not necessarily a door between the two. When we checked in, our rooms were around the corner from each other, even though they shared a wall. This wasn't going to work with small children, unless my husband and I would split up. We were lucky that they found connecting rooms for us, but it was a valuable lesson!
