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Hi,
I stayed at the Hilton at Gatwick airport, and had booked a family room, advertised as accommodating 4 adults (actually it was only 2 of us staying). It was third-party booking (a good price in the hotels.com ‘members price’ sale, that undercut the direct price significantly), so I knew not to expect any HH perks, but I was surprised (and quite annoyed) to be told that they would only issue one key card per room for a third party booking, and that I couldn’t use a digital key in the app as they won’t add HH membership numbers to third-party bookings.
While not adding the membership number to the booking makes some sense, refusing a second keycard seems so exceedingly mean it puts me off booking any future stays (even booking directly). Does anyone know if this is standard across the Hilton estate, or is this hotel just particularly difficult about third-party bookings?I think the Digital Key point makes technical sense as it only operates via the App and if they can’t link your third party booking to you HH number then it won’t appear in the app thus no digital key.
I’ve never heard of the one key card per room aspect though – be interested to know others experience/logic on that.Also never heard of this and I have booked Hiltons via 3rd parties in the past. Do they think you are going to be subletting the room?!
If there were only 2 of you staying though, was only having one key such an issue? If you really needed more than one I’d ask to have a word with the manager/supervisor to find out if this is correct and the rationale behind it.
Very odd. I wonder if you had “lost” your keycard they would refuse to issue another and leave you locked out of your room.
Very odd behaviour. Think the GM needs to have a long hard look at themselves.
3rd party booking or not the customer is only seeing how you treat customer.
While not being reliable for perks and points everything else should be exactly the same service.
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