This week the Compensation Clinic case comes from reader’s stay at the DoubleTree hotel in Kuala Lumpur.
You can access DoubleTree Kuala Lumpur’s website here.
Here’s the email from the reader to the hotel
Executive Lounge Manager,
I am still waiting for the 5000 points you promised me as a compensation for my complaints on two matters:-
1. The time I wasted on the internet problem in my room -routing me through a call centre and not resulting in issue addressed before you sent someone to eventually put a router in my room -which should be done in the first place
2. On the day of my check-out (1 Apr) when I returned to my room from the executive lounge, someone was cleaning up my room. This I complained was totally unacceptable as I had important documents all over the room. The cleaner came without notice and he should have known I was checking later at 2 pm. You eventually confirmed there was communication issue among your staffs and duly apologized.
You then wanted to offer me a free lunch which I declined and you offered me 5000 HH points which I finally accepted as compensation.
Please credit my account so I do not need to waste more time on this issue I could do without.
And here’s the reply from the property:
Greetings from doubletree by Hilton Kuala Lumpur!
We regret that your stay previous stay with us was not as satisfactory but rest assured, the message has been conveyed to the respective departments and we will use your feedback to highlight the areas for improvement.
With regards to the points, we have credited the points to your account on the day of the incident itself. However, there was some problem with crediting the points to your account so we have submitted it again on the 16th April 2015. Please allow six to ten working days for the processing to be completed. After so, we will check again to reconfirm on the points submission.
READ MORE: Compensation Clinic: Hilton Curacao
This hotel really has a problem with their wireless network. I have stayed there may be 10 times and must have requested them to bring me a wireless router each and every time. Otherwise the internet is not usable.
Even when you have agreed to a late check out, it would be wise to leave the Do Not Disturb sign hanging on the door until you are checking out. It is really weird that at this day and age the communication between the front desk and the housekeeping department is close to non-existent when it comes to late check outs.