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Hi
Currently staying at Doubletree Nottingham. I have Gold status. Booked a King on points – did not check room description. No bath.
Phoned the desk and they offered an ‘upgrade’ to a room with a bath. Trooped down to reception with luggage. Receptionist could not transfer us to another room – even at the same value (Queen with bath) without charging us full price for a night. Receptionist said ‘upgrades’ on points are not possible. This does beg the question why offer to switch us. I even offered to pay the difference but that was not possible either.
So is this correct, no upgrades if on points? Is this written down anywhere because it was coded into their system (according to the receptionist).
Thanks all.
Total rubbish, as is the hotel that you’re currently in.
Diamond status and booked many rooms on points and never not yet been upgraded! Speak to management and escalate if needs be
Yep. This is what I thought, but a request to see the manager got me nowhere. They had provided what I had signed up for so I was really not in a position to argue (beyond my first two gentle attempts to get moved).
Not being able to even pay extra for a bath annoyed me the most [we have been without a bath for a couple of weeks] rather than the lack of upgrade.
In terms of the hotel being rubbish I would pitch the hotel at Premier Inn / Hampton Inn level and it was priced accordingly. I do feel sorry for people who get married here though.
I don’t know that particular hotel but it is not correct. I got upgraded on points booking both as gold and diamond. (But I also not get upgraded as diamond at times)
Escalate it directly to Hilton for some compensation. But play your cards carefully at the hotel, an upgrade is a privilege based on availability. They can always pull that.Total rubbish, as is the hotel that you’re currently in.
Completely agree
They try to avoid upgrading even when not on points.
Escalate it directly to Hilton for some compensation.
What compensation do you feel OP is entitled to here?
Yes, it was poor customer service not to work with the customer here and is a reason not to go back, but you can’t reasonably expect compo for being given precisely the room you asked for when making the booking…!
Did OP check in and select room via the app? I think that does make a difference, though as well Hilton do seem to be meaner with upgrades since the pandemic.
But it’s nonsense about points bookings, I’ve stayed at the DT MAN numerous times on points and never not been given a better room than the standard award gives you.I didn’t check in online precisely for this reason. I actually phoned the hotel a few hours before arriving to see how busy they were because I wanted a room at the back away from the main road and they were available online. The receptionist (a different woman) said that they had a lot of space so I didn’t check in.
My complaint will be about the lack of flexibility about being able to change the room just because I was on points – as I said they were not even able to move us to a different room type (same price) with a bath. This was either a case of a poorly trained staff member or a ‘computer says no’ attitude.
Escalate it directly to Hilton for some compensation.
What compensation do you feel OP is entitled to here?
Yes, it was poor customer service not to work with the customer here and is a reason not to go back, but you can’t reasonably expect compo for being given precisely the room you asked for when making the booking…!
It particularly annoys me when hotels misrepresent or lie about the loyalty programme and treat customers as fools. I’d say due to that I didn’t have a chance to enjoy a potential upgrade. And I firmly believe that complaining via Hilton hq may be the easiest way to fix that behaviour so that it won’t happen to the next guest.
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