Hilton Narita is a convenient place to stay if you need a quick overnight on your way in/out of Narita. I have stayed there couple of times and had a bad stay last year. I opened a file with Hilton’s Guest Assistance and the property never replied. Oh well. I got a Be My Guest certificate out of it.
Now, LoyaltyLobby reader forwarded me an email exchange that he had had with Hilton Narita and Guest Assistance.
Hilton Diamond member had made a reservation for this hotel and noted the expected arrival time based of his flight. He had also made a request in the remarks section that they would have the wireless router ready in his rooms that the hotel provides to its guests on request. They do not have property wide wireless access.
To his surprise the hotel emailed him the price list for early check in prices + a note that the wireless internet access is only available in certain areas of the hotel.
The person canceled his stay and booked a competing property. He also emailed Hilton’s Diamond desk and requested them to open a file with Guest Assistance. The Guest Assistance agreed. The Diamond member should be offered an early check without a fee if available.
To be fair the early check in is not a published benefit of Hilton’s Diamond status per the benefit chart on Hilton.com. I have not been, however, never denied an early check in if one has been available.
I always urge people to report their bad experiences with Hilton family of properties to Hilton’s Guest Assistance department. Properties get fined for each case that Hilton HHonors member opens and more for Silver/Gold/Diamond member complaints.