This week the Compensation Clinic case comes from a LoyaltyLobby reader’s stay at the DoubleTree by Hilton Pudong stay in China.
You can access DoubleTree Pudong’s website here.
Here’s the email that the reader sent to the property after they had solicited feedback of this stay:
I am sorry to have to complain about my stay, but there were two things that didn´t match your well-known brand name.
1. The air condition in the room
Immediately when I camo to my room, I felt it was too hot. Indeed, it was 26 degrees in the room. When I got a telephone call from the staff asking me how my room was, I told that the Air Condition seemed to be not working. The reply was that the AC is not working, so I just have to open the windows instead.
This meant that there were a lot of traffic noise etc. disturbing my work/sleep. And because the temperature outside was 28 degrees, it didn´t really help to open the windows.
In the night I don´t want to sleep with the windows open due to noise, so it was too hot in the room all night (25 degrees). Therefore I really slept badly.
2. Airport transport service
When I had checked in to the hotel, I immediately after booked the airport transport with the concierge for the morning.
In the morning there was no car waiting for me. The staff worked really well to sort it out, so after 20 minutes extra they found a car for me. This was of course not the ideal morning after a bad night´s sleep, I became further stressed and annoyed.
This is not representative to the high standards that the Hilton group usually provides, especially to a Gold member like myself.
So with these two things in mind, I only find it fair that you compensate me with points equal to one nights´ stay.
And here’s the reply from the property:
Thank you for your email and contacting us through guest assistance. Sorry that I was out of office for the last couple of days. I really appreciate you taking time to contact us and I really do understand your frustration of past stay. Please understand that we do take your feedback seriously. And I already have 5000 HHonors points posted to your account which equals approximately the points that you will get from your last stay of the room rate. But please be aware of that it might take a few days for the points to reflect on your HHonors account. And please do not hesitate to let me know if any delay of the points reflect on your account.
Once again, Thank you very much for taking time to write us your stay comments, we will try our best to make you a better stay on your next trip back to shanghai.
Although 5,000 Hilton HHonors points as a compensation is better than nothing, I found the amount to be highly inadequate considering the two issues that the reader had with the property.
He should have escalate the issue with the Hilton’s Guest Assistance. The property will immediately get fined (processing fee) for complaints.
I have had the same AC issue in China. Hotel only has the heating or cool on and there is no way to get the room to an acceptable temperature during the spring time.