Hilton coughet overbooked - asking Diamond to move

[muppet]

Hi everyone
Hilton coughet is overbooked later this week and is asking me to move, so I’m after some advice please.
They’re asking me to move to the Moevenpick Resort and Spa nearby.
It looks as though I will have internet and breakfast included, so I’d be losing Executive Lounge access and one night/one stay tier requalification credit. It’s a rewards stay, so I’ll only lose about 2,500 points. (1000 my way; 1000 Q2; 500 spend)
I am Diamond.
Does anyone have any experience/ advice on the request?
Thanks
m.

 

[DC3]

Ask them to move someone else.

How many HHonors points have they offered you as compensation?

 

[mella2007]

No idea re the request...but I stayed there in Jan...hated it. Take the move but ask for the stay to be included as part of your account. The Manager there is very helpful if you make it known you are not happy.

 

[DC3]

See here for some information: Hilton HHonors Policy When You Are “Walked”: The Definitive Thread - Page 14 - FlyerTalk Forums

Also, 50,000 points into your account would be a nice jesture. You should ask for the award points to be refunded as well.

And tell them how disappointed you were at being denied a room as a diamond.

 

[muppet]

Thanks for the advice mella and dc3

This is all I could find, from 2010

8.1.8. Relocation of members policy: The following Standards apply to all members with guaranteed reservations who are relocated:
a. The hotel must coordinate complimentary accommodations at an equal or greater value local hotel.
b. The hotel must pay for the first night’s room and tax, plus one telephone call.
c. The hotel must offer and/or provide transportation to the alternate hotel and back, if necessary, at no cost to the member.
d. The hotel must complete the “Reservations Emergency Stay Credit” form online via Focus HHonors to provide the member proper Points & Miles, stay credit, and applicable bonuses for the eligible stay they would have consumed.
e. A Diamond VIP or Preferential Gold VIP member is the last guest to be relocated.

 

[muppet]

I also found this which made me realise - I have NOT been denied a room. The agent was quite clear that should I refuse, my reservation will be honoured. ii. For Diamond VIP members ONLY:
• This relocation and all pertinent information must be reported to Guest Assistance as soon as possible and no later than one hour after the actual relocation. If possible, communication should take place in advance of the relocation.
• An immediate inconvenience compensation of $200 cash must be paid to the member.
• The hotel’s General Manager or General Manager’s representative must immediately telephone the Diamond VIP member to apologize for failing to honor a reservation.
• The hotel must also provide the Diamond VIP member with Points & Miles credit for any nights the member was relocated. The hotel must pay the normal cost of the points and miles.

 

[opusman]

Being a Mövenpick resort I'd also be asking for all the ice cream you could eat!

 

[Simo]

Being a Mövenpick resort I'd also be asking for all the ice cream you could eat!

I was thinking that as well,

I would be trying to get as much as possible out of Hilton

 

[Deleted member 29185]

So, are they suggesting the resort is 100% full of diamonds? Otherwise, why.

 

[muppet]

So, are they suggesting the resort is 100% full of diamonds? Otherwise, why.

No explanation on that front. I guess a points booking for one night makes me a fairly low value customer.

 

[NM]

So, are they suggesting the resort is 100% full of diamonds? Otherwise, why.

Most likely they have a very large corporate group or conference booking and require all rooms for the "event". Otherwise there is no reason to ask a Diamond status member to relocate.

 

[muppet]

Just an update:

I pressed a fair bit for various forms of compensation to no avail. After having a little DYKWIA moment, I accepted an offer of a pool villa further south (that actually looked quite nice).

Noting my DYKWIA and my request for stay credit, they pulled the pin and said they don’t wish to move a Diamond who isn’t satisfied with the offer. They latter emailed to say they’d blocked a Deluxe (Ocean View) Suite for me.

I had noted the Standards Manual in my DYKWIA and I suspect they considered me a trouble maker – I’m not most of the time. Will I have a “DYKWIA Whinger” marked on my record now?

 

[Deleted member 29185]

I had noted the Standards Manual in my DYKWIA and I suspect they considered me a trouble maker – I’m not most of the time. Will I have a “DYKWIA Whinger” marked on my record now?

We can only hope not. I have actually stopped replying to those emails after a stay asking for a survey of how I found the stay due to my letter to HSP basically being ignored and then on my next (and last) stay, finding things worse, not better. OnQ knows all, and to be honest, weeding out problematic customers was one of the things raised by the Hilton publicity guy who was interviewed at the release of OnQ. Mind you, the example he gave at that time, was a customer who had stayed x number of times and never paid for a single night due to her incessant complaints. They now do not allow her as a customer or as the publicity guy subtly put it "we suggest to her that there are other hotel chains perhaps more to her liking". Every piece of feedback I've given (maybe 1/2 dozen), I've ensured I point out the positives as well as the negatives and one or two times there have been absolutely no negatives and I've never received a freebie room, so hopefully OnQ won't have me listed as "problematic" just yet , but I do think you are right to think about that side of "pointing out their issues" (complaining?), but I doubt a daimond HH member who knows and expects their benefits could possibly be tagged problematic. Perhaps they've now tagged you as "not a bunny" and you might not have to endure them trying that on again!