This Sunday it’s time again for our weekly Compensation Clinic and we visit the Hilton Strasbourg where one of our readers has a less than ideal one night stay.
Sometimes we visit hotels that are from another age and whose facilities are sometimes neglected for quite some time. Often it’s the owner who doesn’t want to spend money on an overdue renovation and instead subjects hotel guests to old bathrooms and lackluster lounges as in this case.
The image above was the guest bathroom and the following represents the Club Lounge fridge with the beverages available:
Dear Sir / Madam
The stay at the Hilton Strasbourg was disappointing, a dirty bathroom and the lounge had no drinks available. During happy hour there were only two bottle of beer, no refill during two hours. That was very poor.
He didn’t specifically ask for any compensation and was surprised when a few days later 40,000 HHonors points (1 free night at this property) were deposited into his account without further communication.
That is a very good compensation considering these two elements (while not very nice) aren’t complete disasters that ruined the entire stay.
All things considered I think this case shows again that Hilton usually makes things right when their customers experience a bad stay. Other hotel chains (especially SPG and IHG) often give customers the runaround when it comes to stay issues and don’t do anything beyond forwarding your complaint to the hotel who can then choose to either resolve the case or ignore you.
Hilton follows through with sometimes their highest compensation, a Be My Guest Certificate, in severe cases or if a property doesn’t reply to the complaint (John recently wrote about it here).