Compensation Clinic this week visits Hilton affiliated Hilton Garden Inn Venice Mestre San Giuliano-hotel in Italy, where your author had somewhat unpleasant stay.
You can access Hilton Garden Inn Venice’s website here.
Here’s what I emailed to Diamond Desk:
Dear Diamond Desk,
Please forward this case to guest assistance.
HH DIA VIP: REMOVED
I had some issues at this hotel that I raised at the time of checking out, but no manager was available. Nobody from the hotel has contacted me either.
Some of the lights suddenly went off when I was inside the room. I thought, ok. Then they suddenly turned on when I was trying to sleep. Turned them off and soon they turned on again. This went on for few times.
The AC unit doesn’t appear to work. Opened the window and some disturbing traffic noise as this hotel is close to a highway.
I had a DND sign hanging outside the door. The housekeeping staff member knocked and walked in regardless.
I request 20,000 points for the inconvenience. I have no use for Be My Guest-certificate limited to HGI.
When I request compensation, I try to keep the email as short, clear, and concise as possible. I tend to use numbering or bullet points to clarify the issues.
It doesn’t hurt to ask for a specific compensation. HGI specific Be My Guest-certificate would have been useless for me because I stay at this particular brand at most once a year.
Here’s their reply:
Thank you for contacting Hilton Guest Assistance. It will be my pleasure to assist you with your maintenance and service concerns at the Hilton Garden Inn Venice Mestre San Giuliano.
I understand your frustration and appreciate you contacting us to share your concerns. As a Hilton Honors Member, you know how important guest service is to us. I’m sorry your visit did not meet your standards.
I’ve credited 20,000 Hilton Honors Points to your account. These points may take up to 24 hours to appear. Please let me know if there is anything else I can do for you.
Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
Here’s what posted to my account:
Here’s video of the room I had:
I wouldn’t have an issue returning to this hotel if I have a very early flight out or late flight in. The hotel has a bus stop at the front of the hotel at which one of the airport buses stop. Some could perhaps even use it as a base to explore Venice.
Not sure what was the issue with the lights that went on and off by themselves. The hotel was sold out for the night, and no other options were available.
The Diamond Desk handled the case expediently.