This week the Compensation Clinic goes to toilet (literally) and deals with a reader’s case at the Hilton Tokyo Odaiba.
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 Hilton Tokyo Odaiba’s website here.
Here’s the email from the reader:
I am an avid reader of your blog, especially the compensation clinic cases.
Recently, I have a family trip to Japan and stayed at Hilton Odaiba. 2 room stay for 2 nights under Hilton Gold. Attached is the email exchange between me and Hilton Odaiba. I’d like to find out if the compensation offered to me was adequate in your opinion or should I push for more?
Hilton Odaiba is a Cat 7 Hilton hotel and a typical stay can range from 50,000 onwards..
Reader’s email to Hilton Odaiba :
Regarding my recent stay experience (Reservation Confirmation number : Provided to hotel), it was not perfect in a few areas.
Check in process :
Was given a key that is unable to work. Went down 1st time to the front desk. With some checks, was given assurance that the key should be working. Went up to assigned room, tried the key and it is still not working. Had to make a 2nd trip down to the front desk. After some communication, front desk sent in an associate to help to unlock the door.
Large room, modern design and well furnished.
Could have been a good stay except that my toilet was choked. It was made worse thoat the dirty water from the toilet overflowed and flooded the whole bathroom (Refer to attached picture).
Called the guest assistance for help and they managed to get housekeeping to my room in about 15 mins. The housekeeper used a plunger to unclog the toilet. He also cleaned up and disinfect the mess. The process took approximately additional 45 mins..
I requested for a room change but was not able to get it as it was full house that night. …
After housekeeping left, a 2nd trip to the toilet found that it is still unable to flush down the waste and there were signs that it could flood again. Reported the finding again to the guest assistance. After some lengthy communication, finally got help for my toilet again. Housekeeping came with a facility guy to check out and resolve the choke. Another 30 or so mins for this act.
It was pretty distressing for me and my family members to visit the toilet for the rest of our stay as we weren’t sure if the toilet will flood again. Also we had to convince ourselves that the disinfect was thorough as it was quite fast based on my observation.. Had to also shuttle my room member hotel visits with my other room for peace of mind.
As a Gold member, I opt for complimentary breakfast instead of 1000 gold points. Both the Sakura and the Ocean dining was disappointing in terms of spread and taste. No doubt this is a complimentary meal, but as other hotel guest need pay nearly 4000 yen and this hotel, belonging to the Hilton brand, I was expecting something way lot better.
After due consideration, I will like to request fair compensation from the hotel in view of the imperfect stay that I had with regards to the above matters.
Reply email by Hilton Odaiba :
Thank you for having chosen our hotel for your recent stay in Hilton Tokyo Odaiba and we appreciate that you have taken the time to correspond with us about your experience. Guest feedback is an essential tool for us to continually improve the service and facilities we offer.
We truly regret to learn that our services did not meet your expectations upon arrival, in the guest room and at breakfast.
We apologize for the inconvenience regarding the malfunction of the guest room key. Our Front team should have attended you to the room to verify the function of the key the 1st time you raised the issue to our team, rather we caused you trouble by having you experience the same issue twice. On this point, our Front team will ensure to physically check the function of the key should an issue is raised while our Engineering team will intensify the maintenance of all the card key locks.
As for the issue with the bathroom clogging, I sincerely apologize that the issue was not resolved on the spot and had to make you contact our team twice.
Moreover, while our team was fixing the issue, we could not arrange for an alternative room. I truly feel sorry for the inconvenience and also for making you and your family feel unsecure for the rest of the night. In order to avoid similar occurrences in the future, I have discussed the matter with our Housekeeping and Engineer team to ensure that during the daily cleaning and regular maintenance of the bathroom, our team will thoroughly check that cleaning and condition of the rooms meet our standards.
I was disappointed to learn that the selection and quality of breakfast items fell below your expectations. While I have addressed your comments to our Director of Food & Beverage and Executive Chef, I am equally pleased to advise that we will be launching new restaurants on the 31st this month which include new and upgraded selection of breakfast items.
I have shared your unfortunate experience with respective departments concerned. We can only improve our services from listening and acting upon feedback from our valuable guests, just like yourself. As a goodwill gesture, we will arrange 20,000 HHonors points to be credited on your account.
It was our great pleasure to have you as our guest and we look forward to have the opportunity to welcome you back to demonstrate our improvements next time you visit Hilton Tokyo Odaiba.
Here’s my short reply to the reader:
It is unclear from your email how long was your stay at this hotel? I would say that enough points for one free night or Be My Guest certificate would be the most appropriate compensation.
And reply from the reader:
The stay was a 3D2N stay, total 2 hotel rooms booked. The hotel had proceeded to award me 20,000 points x 2 (possibly due to the 2 rooms booked).
Originally, I intended to pursue this compensation as I think 20,000 points is too less as well but I have since accepted the compensation as the total points awarded is now 40,000 points (almost equivalent to 1 night stay as I see most of the nights can be redeemed with a 50,000 points).
The main issue was the toilet that the hotel was unable to fix first and the non-working key, which happens way too often. The breakfasts do vary a lot between hotels. Some lay out very good spread while others to the minimum.
I believe that the 40,000 Hilton HHonors points that the hotel issues was appropriate for these issues. This would represent roughly 20% rebate had he paid the room entirely on points.