Compensation Clinic this week visits Hilton Windhoek in Namibia where yours truly found closed facilities due to a private event (and no advance notice).
You can access Hilton Windhoek’s website here.
Here’s what happened:
It is understandable that hotel may sometimes have to close facilities due to unforeseen issues but that was not the case here.
Here’s what was going on in the top floor:
So, the hotel had decided to rent the entire floor to the Canadian High Commission for their 150 year festivities (understandable).
What I couldn’t fathom, however, was the fact that they didn’t inform any guests in residence before the morning that this closure would take place. They could have informed guests by email, had a warning on Hilton’s website, give notice a few days before or at check-in that on this specific date guests cannot use these leisure facilities at the hotel for that whole day.
Events such as these are planned months in advance.
I had a word with the manager on duty during my stay, who couldn’t issue compensation. I received the following email after my stay:
Thank you very much for choosing to stay at the Hilton Windhoek and for taking the time to share your feedback with us, especially as you are a valued Honors Diamond VIP member.We greatly appreciate any comments made by our guests and constantly strive to achieve the highest quality standards.
We have noted your comments with concern regarding your dissatisfaction regarding the Wi-Fi outage following a citywide power outage, the air conditioning not working in the room and a private function held at the pool area last night, we are truly sorry for the inconvenience you experienced while staying with us.
Please be assured that this does not reflect the standards that we at the Hilton Windhoek strive towards. To show our commitment to guests satisfaction, we shall make this right and credit your account with 10,000 Hilton Honors points.
We do appreciate your critical and honest feedback and this will go a long way to improve our standards and service delivery to our guests and although we have not been able to meet your expectation, I sincerely hope you will give us another chance and stay with us during your next visit to Windhoek.
Power outages are unavoidable and the hotel had generators in place. The power outage managed to destroy the WiFi router next to the suite that had to be changed.
The AC in the living room stopped working altogether and the hotel was not able to fix it on the last day I was at the hotel.
My compensation request was only for the closure of the facilities due to the Canadian High Commission event and because no adequate information had been given to the guests.
I was surprised to find a proper Hilton in Windhoek of all the places. The service overall was good and it is the best hotel in the city. There is Hilton Garden Inn under construction next to the hotel (you can see it on my photo above).
Why do hotels think that they can just sell part of the facilities that guests should have access, to third parties without giving any advance notice? I had planned to use these facilities during my last night in the city. The bar on the top floor is nice and you have good view of the city center.