This week the Compensation Clinic case comes from a reader’s stay where Diamond member was denied a late check out at the DoubleTree Aberdeen City Centre.
Remember that you can always email us, send us a Facebook message or Tweet about the issues you have with hotels, airlines and other travel providers. We’ll feature one new Compensation Clinic each week.
You can access DoubleTree Aberdeen City Centre’s website here.
Here’s the email from the reader:
As a long time reader, I would like to share the below case which you may leverage for your compensation clinic series.
Here”s what the reader emailed to Hilton Guest Assistance:
I am writing you regarding a recent stay at the Doubletree by Hilton Aberdeen City Center which I finished on Dec. 16th.
As I had an early evening flight, I requested a late checkout for 4pm. To my surprise, I was told that a late checkout is possible but I would have to pay for it. Even after I highlighted that I am a Diamond Member and that this amenity is for free with my status as long as there is availability, the agent still resisted that I would need to pay for it. As I was upset about this treatment, I informed the agent that I will check out during the normal checkout times.
I made a first claim via Twitter which contacted the property and apparently agreed with them the complimentary late checkout. However, as I was preparing to checkout I did not see the message from your Twitter team on time and checked out around 11am Needless to say that the hotel did not mention anything that a late checkout was now possible.
Due to the inconvenience occurred, I kindly request 10.000 points as a compensation.
In addition, I would like to highlight the condition of the property which requires an overall renovation.
Here’s reply from the Guest Assistance:
Thank you for contacting Hilton Guest Assistance. My name is Mary. It will be my pleasure to assist with the Doubletree Hotel Aberdeen City Centre, UK.
I would like to express my sincere apologies for falling short of our commitment to extend a rewarding experience due to hotel policy during your stay. In an effort to make amends for your experience, a total of 10,000 points will be posted to your Hilton HHonors account within 24 hours. The Voice of our Customers is critical to ensuring our guests receive a rewarding experience when staying at the Hilton Portfolio of Brands. Thank you for bringing this concern to our attention.
The problem is that unlike Hyatt, Marriott, SPG (for top tiers) and IHG for Ambassadors, the Hilton HHonors doesn’t guarantee late check out for even Diamond members. The benefit is worded as “Late check-out must be requested and is subject to availability”. You can read more about Hilton’s elite benefits here.
One can always argue like the reader did here that if the late check out is available for cash it should be available for based on the status as well.
The best thing in a situation such as this is to open a case with Hilton’s Guest Assistance and request compensation. Merely opening a case will result in processing fee charged to the property ($150 – $200 in case if a Diamond member) and the compensation costs to the property too.
Hilton HHonors really should amend the late check out benefit and make it GUARANTEED at the minimum for Diamond members. The program really is an outlier compared to the ones I mentioned above in this.