This weeks Compensation Clinic case comes from a LoyaltyLobby reader’s stay at the DoubleTree Torrance South Bay. The hotel is close to the Del Amo Fashion Center where the Jackie Brown movie was partially shot.
Hilton made an announcement less than two weeks ago (access here) that internet access would become complimentary to all guests come August and Diamond members would have access to the Premium option where available for free.
You can access DoubleTree Torrance South Bay’s website here.
Remember that you can always email me about your compensation experiences and I will feature one case here on LoyaltyLobby every Sunday.
READ MORE: Compensation Clinic: Hilton Curacao
The problem that the reader had was the internet connection.
The download speed was fine but the upload speed was not. If he went to the bar/lobby area, the upload speed was similar to the download one. The issue could not be solved while he was at the property.
Instead of conducting a phone call/video conference over Skype, the guest’s colleague had to use a paid Skype connection to make a call to the guest’s mobile phone.
He had taken these issues up with the management at the time of checking out and was offered 5,000 Hilton HHonors points for the inconvenience. The management was aware of the internet issues that the property was having. The reader had requested 10,000 points instead and that was granted.
Nothing drives me more mad at hotels than a non-working internet connection due to lack of capacity or other technical issues.
Considering that internet usage is only going up, many of the properties are not adequately prepared for the onslaught that will come when the internet at the base level will be complimentary for all.
I encourage all readers to report these issues to the management, mention them on the after stay surveys that we often get and give a lower score due to that, leave a note on TripAdvisor and request compensation.
There is no excuse for the management not to fix an issue such as this, upgrading the infrastructure and bandwidth capacity with future growth in mind will save them money abnd headaches down the road.