Staff strike, no house keeping

[Spacetravel]

Hello AFF,

So I am currently in the middle of a stay at Hilton Vancouver Metrotown, when we arrived there was a notice in our room:

We weren't made aware of any of these issues prior to booking and the letter is dated Aug 2021 so it appears it has been going on before I booked. I wish I knew more information about the strike/ labour issues/ protesting whatever you want to call it going on prior to booking this place. It's not good. The protesters have been out the front 2 days in a row now (both days of our stay). They have drums and loud speakers, it appears they are trying to make as much noise as possible to disturb the guests (and its working!). Our first morning we were attempting to sleep off jetlag which after being woken by the protesting we complained to the front desk, which they were apologetic about it and gave us a new room on the other side of the hotel, but after being woken up the damage was done and ruined our first day. The problems don't stop there though, due to the labour issue there is no house keeping, no onsite restaurant and no hot breakfast. Guests are asked to put the rubbish and dirty towels in the hallway for collection, which isn't the type of service I paid for here and it makes the hall way pretty bad. If I wanted to stay at a not serviced apartment I would have and saved my money.

Protesters outside the hotel making a cough load of noise

Garbage in the hall way

The hotel itself is pretty good, the rooms seem pretty new and there is no wear and tear/ maintenance issues. If the hotel was staffed appropriately and the protesting out the front was gone it would be a pretty good place. Until those issues are sorted out, I do not recommend staying here.

Does anyone have any idea what our recourse is? Could I ask the front desk or a discount/ refund? I wouldn't have stayed here if I knew about the poor situation, and certainly not at the price they are charging.

 

[VPS]

Definitely escalate - that is just unacceptable.

Are you a HH member and if so what level?

 

[Spacetravel]

Definitely escalate - that is just unacceptable.

Are you a HH member and if so what level?

I've talked to the hotel manager about it, while nice they are talking up the fact we got a new room to distract from the other issues at the hotel.

I am a Gold HH member.

 

[VPS]

I've talked to the hotel manager about it, while nice they are talking up the fact we got a new room to distract from the other issues at the hotel.

I am a Gold HH member.

I think that is BS - if you don't get any luck with the GM I would take it up with Hilton customer care

 

[Mattg]

Did you pay full price for the room, and is any compensation being offered?

 

[Mattg]

Looks like this isn't the only Hilton hotel having staffing issues...

Police man the front desk after entire staff at the Hilton Hampton Inn and Suites in Boynton Beach walk off the job - Miles Quest

Guests were surprised to see police behind the counter at the Hilton Suites in Boynton Beach after the entire staff walked off the job.

milesquest.com

 

[drron]

Looks like this isn't the only Hilton hotel having staffing issues...

Police man the front desk after entire staff at the Hilton Hampton Inn and Suites in Boynton Beach walk off the job - Miles Quest

Guests were surprised to see police behind the counter at the Hilton Suites in Boynton Beach after the entire staff walked off the job.

milesquest.com

Though reading through the comments it is not what it seems. One of the 3 on the late shift to 11pm commented and said the 1 person on the night shift arrived 3 hours late. they left because their shift had finished not because of a strike.

 

[kangarooflyer88]

Just checked the hotel's website and could not find a word about the labour disruption, which I would want to know if I was staying at any hotel more than a night. Did you receive an email from the hotel prior to the stay warning you of this? I reckon some people would change the hotel they book given such information. What's equally troubling is the fact that letter is laminated - the only reason you laminate something is if you intend to keep it for some time. Now I won't comment on labour relations or other such items that are clearly outside my lane, but you do have to wonder if management is dragging this out for so long at the cost of the customer experience, what other corners are being cut?

On the other hand, I will say that management is making accommodation for elites, namely opening the lounge up for Golds (to compensate the lack of hot breakfast), moving you to the other side of the hotel (albeit they could've been more proactive) and providing the grab n go breakfast (albeit it likely won't hold a candle up to the breakfast you would normally get as a Gold at the restaurant). I would be curious what the load factor at the hotel is. If it isn't that busy and I was the manager, I'd try and upgrade the Diamonds and Golds up to the best room we have to start off the stay on the right foot. There's nothing quite like getting a suite or executive room to change your mood on the matter.

In terms of what to ask Hilton, I'd ask for a percentage of the room stay back in points. For instance, 50,000 points is what Hilton would charge you on an award booking, so I'd expect at least 20% back in points (i.e. 10,000 points) per night.

-RooFlyer88

 

[Spacetravel]

I think that is BS - if you don't get any luck with the GM I would take it up with Hilton customer care

Did you pay full price for the room, and is any compensation being offered?

Just checked the hotel's website and could not find a word about the labour disruption, which I would want to know if I was staying at any hotel more than a night. Did you receive an email from the hotel prior to the stay warning you of this? I reckon some people would change the hotel they book given such information. What's equally troubling is the fact that letter is laminated - the only reason you laminate something is if you intend to keep it for some time. Now I won't comment on labour relations or other such items that are clearly outside my lane, but you do have to wonder if management is dragging this out for so long at the cost of the customer experience, what other corners are being cut?

On the other hand, I will say that management is making accommodation for elites, namely opening the lounge up for Golds (to compensate the lack of hot breakfast), moving you to the other side of the hotel (albeit they could've been more proactive) and providing the grab n go breakfast (albeit it likely won't hold a candle up to the breakfast you would normally get as a Gold at the restaurant). I would be curious what the load factor at the hotel is. If it isn't that busy and I was the manager, I'd try and upgrade the Diamonds and Golds up to the best room we have to start off the stay on the right foot. There's nothing quite like getting a suite or executive room to change your mood on the matter.

In terms of what to ask Hilton, I'd ask for a percentage of the room stay back in points. For instance, 50,000 points is what Hilton would charge you on an award booking, so I'd expect at least 20% back in points (i.e. 10,000 points) per night.

-RooFlyer88

Never got anywhere with the hotel, and no there was no prior communication regarding the "issues" at this hotel. The first I found out about it was after arriving when I saw the notice.

I contacted Hilton and lodged a complaint, they said I'd hear back in 2 days. I didn't. Since then been busy on the road/ in the air and haven't had a chance to follow up. It's on my list this week to call back and push a bit harder for a resolution.

Also yes I paid full price for the hotel room and no discount/ compensation in any form has been offered or provided from anyone at this point.