This week the Compensation Clinic-case is an accidental one from my stay at a Hampton Inn Cancun Cumbres-hotel. Hilton gave me some points when I tried to get a message through to the hotel’s management for the failed wake-up call.
You can access Hampton Inn Cancun Cumbre’s here.
I forwarded my reservation to the Diamond desk with the following note:
Dear Diamond Desk,
I would like to get a message to the management of this hotel where I have now stayed twice in the past month.
I requested a wake up call at 5 AM this morning because I had a 701AM flight out of CUN. The wake-up call never materialized.
The hotel is close to the airport and I saw some airline crews staying there as well, so this should not be an unrealistic request.
Luckily, I did wake up fine for my phone alarm, but always want to have the wake-up call in place just in case.
Here’s the response I received from the Guest Assistance 21 minutes later:
Thank you for your inquiry regarding Hampton Inn by Hilton Cancun Cumbres stay. We appreciate you taking the time to contact us. My name is REMOVED.
I was saddened to read you did not receive your wake up call you requested. I am glad to read that you did wake up with your phone alarm. I have added 10,000 points to your Honors account. Please allow up to 24 hours for them to post.
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.
Thank you for being a Diamond Honors member!!!
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
Here’s what posted to my account:
Video of a room I have at this hotel:
I had requested a wake-up call to ensure that I don’t miss the early morning flight, and I would assume that this is a regular request among guests because it is the closest Hilton-affiliated property to the airport.
You should NOT stay there to explore Cancun or to have a beach “vacation,” but it is an excellent option for a quick overnight. There are F&B outlets nearby, including Starbucks and some Brazilian steak house, and one of the higher end Wal-Mart owned stores.
When I left the hotel in the morning, I had already settled my folio the night before to make everything smooth. The gentleman working the overnight shift at the front desk played games with his mobile device or was streaming content. Not good.
It would have been great if someone from the hotel had left a business card. I would have rather used that to inform them about the lack of wake-up call than emailing Hilton and turning this unintentionally into a Compensation Clinic-case.