Compensation Clinic pays a visit to DoubleTree Guadalajara Centro Historico, where yours truly stayed a week ago.
You can access DoubleTree Guadalajara Centro Historico here.
Here’s a video that I took from the Junior Suite:
I sent the following note to firstname.lastname@example.org (forwarded the reservation):
Dear Diamond Desk,
Please forward the following complaint to the Guest Assistance:
I had an otherwise lovely stay at the DoubleTree Guadalajara Centro Historico but had the two following issues that were not resolved:
1. Evening Social
The hotel claims during the booking process notices that the Evening Social (happy hour for Diamond members in hotels without lounges) is available. However, the front desk claimed that they don’t have this and gave me the DoubleTree cookie.
I count and choose hotels based on what services and facilities they have open as displayed on your website.
Hotels should keep these up to date and claim that they have something available or open when it is not.
2. Cold Water
You could not get cold water from the tap in the morning, only hot. I let in run for a while.
I request 10,000 Hilton Honors points for the inconvenience.
The response from the Diamond Desk came SIX minutes later:
Thank you for your inquiry regarding your hotel stay at the DoubleTree by Hilton Guadalajara Centro Historico. We appreciate you taking the time to contact us.
I apologize for the inconvenience this may cause you. However, we would like you to know how important your business is to us, and in an effort to make amends for your experience, a total of 10,000 points will be posted to your Hilton Honors account within 24 hours. I hope this was helpful.
If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance, please click on the link below for the contact number of the Hilton Worldwide Service Center location nearest you.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
The compensation points were posted instantaneously.
The hotel sent me an email after I responded to the after stay survey:
Thank you very much for your recent stay with us and for this important feedback.
At DoubleTree by Hilton Guadalajara Centro Historico, we work every day to become each stay in a great memory, we apologize if this was not possible with you, could you confirm what kind of information was wrong?, we will take care of this immediately to avoid misunderstood.
We hope to have the opportunity to welcome you again and can obtain the best score, we keep in touch.
I replied and reminded about the wrong information displayed during the booking process and only hot water in the morning.
Here’s a bonus points bonanza piece that I wrote about this specific stay:
And issues with Hilton not always displaying correct information during the booking process:
This hotel must have reasonably recently rebranded from NH Collection to DoubleTree because it is shown as NH on most of the images you can pull up from Google.
Now, I actually went through my records, and my most recent compensation from a Hilton was precisely a year ago at the Hilton Sandton, Johannesburg. I had 70 or so paid Hilton nights in between these two.
I cannot get my head around why hotels cannot get this information right that Hilton., Hyatt, and Marriott all display predominantly during the booking process. It cannot be that difficult to update if the hotel has its acts together, right?
Many of us understand that some facilities or services are not available, but I do expect the hotel to openly tell us in advance what is and what is not. How could I otherwise make an informed decision about where to stay at?
I encourage all readers who are faced with similar issues to report them to corporate. Once they start getting bills for customer care contacts and quality scores starts to dip, surely someone will have time to keep this information up to date. It won’t also hurt to leave a note on Google Maps and TripAdvisor.
I cannot understand how you can get a proper reply from Hilton within SIX MINUTES after sending them an email and why this specific hotel still hasn’t corrected the information displayed during the booking process?