A LoyaltyLobby reader sent me an email about adequate compensation for an unwanted item that had found its way into their soup at the Hilton Haikou Meilan in Hainan, China.
You can accessHilton Haikou Mailan’s website here.
Here’s the email from the reader:
I am a long time reader of yours and thank you so much for your information. For the past few days, I was vacationing at the Hilton Meilan Haikou Hotel. The stay was overall uneventful due to high occupancy and poor overall service. For example there were no toilet paper on the first night of the stay. The hotel ran out of in-room dining at 12am. But these were fine if that is the end of it.
However, on the last day of my stay, I chewed on a lightbulb with a noodle soup and immediately spit it out onto the bowl. (See photo attached)
I complained immediate to the fb assistant director and the assistant front office. They said they would notify management and asked me to wait. The director of operations at the hotel met me a couple hours later and offered an explanation that they could not find where the lightbulb came from. They plead that I do not file the case with Hilton guest assistance and/or on social media.
As a gesture they waived the 5-night stay charges and stated they are working on an inspection while waiting for GM to handle this when he is back. Though I feel healthy, it is shocking as I could’ve chocked and died or at least send to ER for this incident. What do you suggest that I do as I have already check-ed out and that they waived all charges. Thanks
This must be a first. Never seen a light bulb in soup before!
The hotel did the right thing by waiving the charges for the stay. It probably doesn’t hurt to request couple of Be My Guest certificates (read more here) that the reader could then use at any Hilton property worldwide (these get charged back to the property).
If the hotel and/or the General Manager hasn’t get back to you yet, I would open a case with the Hilton’s Guest Assistance that deals with all kind of stay related issues.
Let us know what the final resolution is.