Hilton Tewkesbusy - how (not) to deal with a noise complaint?

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Flashback

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I'm interested in the AFF collective people's thoughts on how to deal with this. We're in a room currently which has had constant noise all night from the wedding. I've been down to reception to query it and was told sorry, hotel is full, can't do anything. We'll ask them to be quiet. 30 minutes later (12.49am now) and the noise is still the same level, if not worse.

I asked for the GM's details so I could make contact via that channel and was refused them.

I've sent an email to the HH Diamond desk, so waiting to see what they come back with - but I'm not hopeful. We are still here for another night and they said perhaps we can change rooms tomorrow but cannot guarantee that it will be quiet.

I suggested perhaps we should move to another hotel to which they said maybe that is the solution.

FWIW I am Diamond with Hilton. How would you approach this? It doesn't really bother me so much but Mrs Flashware is not very happy at all :(
 

drron

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Sympathise flash.We had exactly the same problem at the HGI Luton.always a problem as the wedding guests usually ensure the hotel is full.
It is a failure of management.The GM should know which side of the hotel is affected and allocate those rooms to the wedding guests.They should never allocate such a room to a diamond.
In our case the problem would have been negligible if they had locked the door from the bar to the outside.Even if they did this ~ midnight the problem would have been less.They could easily say it was for hotel security-and this is normal anyway.

After a lot of correspondence mrsdrron got the offer of her points being returned.
 

Princess Fiona

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Sympathise flash.We had exactly the same problem at the HGI Luton.always a problem as the wedding guests usually ensure the hotel is full.
It is a failure of management.The GM should know which side of the hotel is affected and allocate those rooms to the wedding guests.They should never allocate such a room to a diamond.
In our case the problem would have been negligible if they had locked the door from the bar to the outside.Even if they did this ~ midnight the problem would have been less.They could easily say it was for hotel security-and this is normal anyway.

After a lot of correspondence mrsdrron got the offer of her points being returned.

Well put drron. It is a failure to plan and anticipate that guests not with the wedding party don't wish to be a part of the festivities.
I think I would pursue a refund for the nights stay flashware.
 

Moopere

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I'm interested in the AFF collective people's thoughts on how to deal with this. We're in a room currently which has had constant noise all night from the wedding. I've been down to reception to query it and was told sorry, hotel is full, can't do anything. We'll ask them to be quiet. 30 minutes later (12.49am now) and the noise is still the same level, if not worse.

I'm a light sleeper so this topic is really fully understood by me and one of my big grumbles. I agree with others that there must be a way to keep all the function guests together somehow ... although having said that I guess at booking time the various guests won't necessarily show their hand as to why they are staying at the hotel and will also have various requests for different room types and whatnot.

Still, at the end of the day, most places have noise pollution laws which require quiet after certain times of day or night and I think that hotels should organise functions to take into account those laws (or guidelines). If the problem is one of the function being finished but guests 'partying on' in their rooms and generally moving noisily backwards and forwards between rooms and floors then surely this can be handled by hotel staff (or security if it comes to it) in the normal way that any noisy guests are handled.


I asked for the GM's details so I could make contact via that channel and was refused them.

Thats completely inexcusable. There shouldn't ever be a reason why a guest is denied a way to contact the 'boss'.

I've sent an email to the HH Diamond desk, so waiting to see what they come back with - but I'm not hopeful.

I've had pretty good results the various times I've contacted the HH desk - though I've never needed them to intervene in such a way, still, at the very least I'd expect them to have some power/weight to ensure you get to contact the hotel GM. Emails are usually returned pretty quickly, however, there is also normally a phone number for the various HH regions as well and I've called this before ... might be worth a shot if they don't respond via email pretty quickly.


We are still here for another night and they said perhaps we can change rooms tomorrow but cannot guarantee that it will be quiet.

I suggested perhaps we should move to another hotel to which they said maybe that is the solution.

Sounds like front line staff trying to find a least difficult way to deal with the situation (for themselves). Certainly its never going to be easy for them to have to deal with, but some difficulties simply come with the territory unfortunately. This is part of the reason why the GM and senior operations managers need to be available pretty much all the time - to deal with difficult situations that front line and certainly guests shouldn't have to deal with.

If the guests are spread all over the hotel then sure, I can understand why there wouldn't be any forthcoming 'guarantee' of quiet even given a room change - nevertheless, at a minimum, I'd have thought a room change is required and should be found for goodwill reasons if no other.

I'd be most interested if the GM or senior staff agree that you organising and moving to a different hotel is the best solution.


FWIW I am Diamond with Hilton. How would you approach this? It doesn't really bother me so much but Mrs Flashware is not very happy at all :(

If you make a mistake in hotel management or control then you (the GM) just have to suck it up sometimes, even if its costs you, and this goes doubly for trouble involving status guests. If they are unable or unwilling to control noise levels from other unruly guests then perhaps the best way forward, in the immediate term, it to place affected guests at other similar product hotels nearby at your own cost. Learn a lesson from this and move on (again, speaking from managements perspective).
 

Flashback

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Just to provide an update - the noise continued on till ~1.30am or so. I did go down to reception a few times but the night manager essentially said there was not a lot he could do.

I ended up calling the HHDiamond desk who lodged a complaint with the hotel management, so expecting a response in the next 3 working days.

It is supposed to be a 2 night stay but Mrs Flashback has said she won't stay another night - so we will be heading out today to do our exploring and then make the 3 hour drive back to London. Quite a shame, was really looking forward to this weekend after not having travelled for 7 weeks and having had a fairly challenging last month - but that's the card life plays you sometimes :)

I'll sleep through anything so I wasn't overly bothered, but when Mrs is upset - it takes its toll on you!
 

Flashback

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Absolutely excellent service recovery from the DM. Refund of the 1st night's stay and said that while she could understand if we were to leave and not stay the 2nd night she would rather we did stay and that she could treat us to a romantic meal in the restaurant, beauty treatment in the spa and a nice relaxing massage. Also offered some HH points, although said as Diamond I probably already have a decent stash anyway! She was rather surprised to hear of the lack of empathy shown by the night manager. All in all I think a very good effort on behalf of the hotel this morning which reflects the staff who checked me in last night who were also very good.

Now to just convince SWMBO, who is now functioning on very little sleep :shock:
 

JessicaTam

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Glad you got a good result (in the end). Hopefully some training is offered to the night manager about how to deal with such situations.
 

Flashback

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Dinner was indeed on the house, and to balance things out we gave a sizeable tip. We're still waiting on any further news on a refund for the 1st night though. Is it worth pursuing?
 
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kamchatsky

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Absolutely, you should pursue the first night free offer. Afterall they make the offer to you. Just ask them nicely I guess!
 

BAM1748

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I would not have stayed on regardless of offer. I did this once in Melbourne and checked out soon after arriving because of wedding noise. It was a business trip and booked by our corp travel person.

While I was standing on the street waiting for a cab the manager was out begging me to reconsider. Little did he know our travel coordinator reported to me and we took them off ourpreferred list.

I am hard yes, but my flexible attitude changes relative to the price charged.

Matt
 

Flashback

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I would not have stayed on regardless of offer. I did this once in Melbourne and checked out soon after arriving because of wedding noise. It was a business trip and booked by our corp travel person.

While I was standing on the street waiting for a cab the manager was out begging me to reconsider. Little did he know our travel coordinator reported to me and we took them off ourpreferred list.

I am hard yes, but my flexible attitude changes relative to the price charged.

Matt

We were close to doing that but as it was 2am and we'd only arrived at 10pm after a 3 hour drive from London, we had to decide against doing so!
 

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Of course there IS something they could have done at the time and that's to get their security (pretty sure there would be SOMEONE in that function) and enforce a quiet(-er) environment, guest by guest. One bozo making noise or many more, same policy - each should get a request first, then an instruction then ejection.

But that would never happen of course. Places like this can't afford to get known as 'unfriendly to weddings', so the peson affected by the noise will always lose out and its not good enough.

Definitely pusue all the refunds etc you can get. Give 'em a razz on Trip Advisor as well.

(BTW I'm so sensitive to noise that I always travel with good quality ear plugs for just such occurrences)
 

Flashback

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Just received an e-mail from the GM's PA advising of the refund (I hadn't sent any chaser), let's hope it doesn't affect my points earning on the stay......
 
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