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Couldn’t have shower or shave this morning at Wembley Hilton, no hot water, heating fault. What is reasonable if anything to expect in way of recompense? I am Hilton diamond if that makes a difference. Thanks
I’d ask for a full refund. Fairly fundamental.
Sorry just to add. You’re likely to have a claim for breach of contract. Provision of hot water in a hotel being implied.
Did you raise it at the time or when you checked out?
Raised at time. Will discuss at check out. Thanks for advice.
This has happened to me in the past. I just put in down to one of those things. Boiled the kettle for a shave and a cold shower is not the end of the world. Compensation never entered my mind.
This may just be me but my experience is that when there is a hot water, heating or temperature control issue in hotel, or the other favourite the lift not working, it’s highly likely to be a recurring or contnuing and possibly even relatively longstanding problem whatever the reception staff or management might claim about only just now this problem.
I’d be a bit intolerant as hot water is pretty key and would be looking for a reimbursenent value of a high percentage of my overnight – 60% or beyond. I’d also seek to stay elsewhere for any further nights of my stay.
However it’s quite likely a hotel may try to offer something “in kind” eg comped meals or a future stay concession. Possibly points as a fallback. They really generally don’t want to hand back cash.
So I’d know top and bottom end of what I really want before conversation, obvs with management not desk clerk as such, before I had the conversation. Plus anything other than cash that might make up the value I m looking for.
PS if you have time a quick google to see if there are any other problems reported with this hotel may give you a good hint.
We had no hot water on New Year’s Eve a couple of years ago in a Marriott property. They refunded the points paid for one night which I thought was fair. It was in Florida and 28 C, though, I might have been considerably more miffed if we’d been shivering in the UK winter!
If there is something better than a refund at a Hilton, it is a free night certificate. You can use that at any Hilton often times where there is availability.
Escalate it.
I once received some points as compensation for a fire alarm in the middle of the night from another Hilton. I had the same issue ( no hot water in the morning) at Wembley once but was in a hurry so didn’t discuss during the checkout. Looks like a recurring issue.
Hilton has Make it Right policy. For major issues such as these, they give Be My Guest certificates valid for 1 night at any Hilton property in the world.
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