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I booked a stay at DoubleTree in Woking yesterday (12 Oct) and got there early, as I had to attend an event in London and wanted to shower, change and rest in the room beforehand. As it turns out, as I’m in the process of being checked in, the IT system crashes. I’m advised to hang out at the bar for a while, and hopefully the issue will soon be resolved.
I hung out for an hour in the bar, which quickly filled up with other guests in a similar situation, and spent my drinks voucher. Then I went back to reception, where I was informed they still couldn’t check me in. I filled my pockets with a few items from my bag and left it with the staff, as I had to get to London.
When I got back to the hotel around 2200, the system was still down and they were using pen and paper to assign rooms. I was assigned a room and all was well from then on.
There was no one at reception when I checked out just before, so I couldn’t ask about compensation, but what do you all think? Was the fact that I had to sit in the bar for an hour and couldn’t get into my room to rest, shower and change clothes before my event just an inconvenience I should let pass, or should I ask for some compensation e.g. a reduction in what I paid (£104.50) or some bonus points? Will Hilton offer me a generic amount, and if so should I accept it or try to haggle? What would you do?
It doesn’t sound like a big deal from your description, but perhaps thats because you say ‘you arrived early’…
When did you arrive versus check in time?
Ignoring all of the explanations – when checking in to a hotel early, it is not unusual to have to wait for a room. This sounds no different, and it really depends how long that wait is after the indicated check in time.
Hiltons policy is very generous IF you complain to the hotel about it first, and they do not make it right to your satisfaction. If you said nothing at the time, then you are not covered by the hilton guarantee.
It doesn’t sound like a big deal from your description, but perhaps thats because you say ‘you arrived early’…
When did you arrive versus check in time?
Ignoring all of the explanations – when checking in to a hotel early, it is not unusual to have to wait for a room. This sounds no different, and it really depends how long that wait is after the indicated check in time.
Hiltons policy is very generous IF you complain to the hotel about it first, and they do not make it right to your satisfaction. If you said nothing at the time, then you are not covered by the hilton guarantee.
I should have clarified: Check in at the hotel is from 3pm, and that’s when I attempted to check in. By getting there early I merely meant that I got there early enough to give myself time to shower and get ready before I had to leave for London. I just figure that since I paid to have a room available from 3pm but they couldn’t provide that, I might be entitled to some compensation. Bonus points is fine, but the question is just how many would be reasonable.
You should really have found someone before checking out and said at the time you weren’t happy, or left a contact number for a manager to reach you. Still worth pursuing as you were late getting into your room, but you have probably cost yourself a few ‘000 points in compo by not acting sooner.
You should really have found someone before checking out and said at the time you weren’t happy, or left a contact number for a manager to reach you. Still worth pursuing as you were late getting into your room, but you have probably cost yourself a few ‘000 points in compo by not acting sooner.
Yeah, I wanted to talk to someone and hovered by reception for a bit, but it was deserted. I have no idea where everyone had gone, so I just dropped my card in the Express Checkout box and went to catch my train. I guess it can’t hurt to try and see if I can get some points for my trouble. If not, it is what it is.
If you had an event in London why would you stay in Woking?
Write to the hotel front desk manager or simply give them a call. Raise the issues clearly — they wasted your time, upset your plans, and ruined your stay.
If they don’t offer some generous points then raise it to Hilton and quote their “make it right” policy, mentioning they didn’t make it right despite your attempts.
You may get a free night certificate.
Good luck.
If you had an event in London why would you stay in Woking?
Because I’m a cheapskate and don’t pay for the trains anyway. 🙂
Write to the hotel front desk manager or simply give them a call. Raise the issues clearly — they wasted your time, upset your plans, and ruined your stay.
If they don’t offer some generous points then raise it to Hilton and quote their “make it right” policy, mentioning they didn’t make it right despite your attempts.
You may get a free night certificate.
Good luck.
Thanks! I’ll have to raise it now anyway, because my stay hasn’t registered – presumably because I was checked in with pen and paper. So it hasn’t counted towards my Diamond status nor have I received any points. I know the points don’t always come straight away, but the stay always shows. So I’ll contact them and see what they say. 🙂
If you had an event in London why would you stay in Woking?
It’s a few mins walk from the station in Woking and 30 min train to Waterloo?
If you had an event in London why would you stay in Woking?
It’s a few mins walk from the station in Woking and 30 min train to Waterloo?
Exactly! Much cheaper than staying IN London, especially because I don’t pay for the train.
I’m happy to report that I emailed the hotel today, because my stay hasn’t registered on my app. I’ve received an email to confirm that they’ll ensure it does register and that my points post. In addition, they award me 10,000 bonus points for my inconvenience. I’m happy with that outcome.
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