This week’s Compensation Clinic case comes from my recent stay at the Hilton Garden Inn Tuxtla Gutierrez with some housekeeping issues. Guest Assistance decided to award me some points after I inquired about HGI’s Promise policy.
You can access the HGI Tuxtla Gutierrez website here.
The hotel prominently had HGI Promise signs displayed on the front desk:
This image is from my other recent stay at an HGI in Monterrey (no issues).
Here’s the email I receive from the hotel:
First of all, I hope you are doing well and I appreciate your staying with us.
Your feedback will allows us to improve our service.
Our main goal is to meet your satisfaction and to make every stay unique and memorable.
I am very sorry for the inconvenience you indicated and I want to notify you that we have taken action, Our Executive Housekeeper will be in charge of supervising your next stay.
Here’s the email that I sent to email@example.com after receiving the mail above:
Dear Diamond Desk,
Please forward this to the Guest Assistance.
This Hilton Garden Inn has housekeeping issues, and they were unable to honor the HGI satisfaction guarantee.
The housekeeping team member had removed dirty towels that I had left on the floor and used shampoo and conditioner. The person hadn’t replaced them however. Not sure if the hotel is running low on supply.
I didn’t realize this until trying to shower after working out at 1 AM.
The front desk was unable to resolve the issue at the time of checking out because the General Manager was out of the property.
The hotel later sent me an email that they try to do better in the future. How does that help with the stay I just had?
The email doesn’t contain my HH Diamond number, the hotel’s name, or the reservation information because I forwarded the confirmation email.
The following email was received from the Guest Assistance 13 minutes later:
Thank you for contacting our Guest Assistance team. My name is REMOVED and it is my pleasure to assist with your concerns at the Hilton Garden Inn Tuxtla Gutierrez.
I understand your frustration and appreciate you contacting us to share your concerns. As a valued Hilton Honors Member, I am pleased to show you how important guest service is to us. I am truly sorry your visit did not meet your standards due to the housekeeping team failing to replace your towels and toiletries, and the lack of resolution from the management.
I’ve credited 10000 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.
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 choosing our Hilton brands for your lodging needs.
Thank you for choosing our Hilton brands for your lodging needs.
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care
The compensation points were posted to my account instantaneously.
Here’s a video of the “suite” that I had booked at this hotel (not an upgrade):
It appears that this is not the most recent generation HGI property.
If the hotel prominently displays PROMISE signs, every employee should resolve issues that guests have without consulting the General Manager first.
It is the fault of the head of this hotel (General Manager) that employees are not adequately empowered to deal with guest relations issues.
Promising to ensure the housekeeping is better on my (very unlikely) future stay by an email a day later is not good enough.
I am glad, however, that Hilton stands by its guarantees even when hotels fail. I am baffled how fast the Guest Assistance and Diamond Desk can respond to emails. This builds confidence for me to continue to patronize Hilton-affiliated hotels that I have not previously stayed at while continuing my journey to lifetime Diamond status.