Turn Down Service at Hilton Hotels - "not a brand standard"

[Cruiser Elite]

General query re Hilton Hotels.

Currently staying at Hilton Istanbul Bomonti Hotel - have been here 4 nts now - first 3 nts no turndown service - yesterday I asked for turn down service - still did not receive.

Questioned front desk today and were given verbal assurance will receive turndown service for rest of stay. Next thing a bowl of fresh fruit arrives at room with accompanying letter:

Dear Mr Elite

First of all thank you very much for staying at Hilton Istanbul Bomonti Hotel and Conference Centre.

I would like to inform you that the turndown service is given apon request at Hilton brand standards. Housekeeping department was informed and turndown service will be given for your room everyday until departure.

Please accept our apologies.

Best regards

Front Office Team

Hilton Istanbul Bomonti Hotel and Conference Centre.

My question is - is this indeed standard throughout Hilton Hotels?

 

[Flashback]

Re: The New Hilton Meeting Master Thread.

General query re Hilton Hotels.

Currently staying at Hilton Istanbul Bomonti Hotel - have been here 4 nts now - first 3 nts no turndown service - yesterday I asked for turn down service - still did not receive.

Questioned front desk today and were given verbal assurance will receive turndown service for rest of stay. Next thing a bowl of fresh fruit arrives at room with accompanying letter:

Dear Mr Elite

First of all thank you very much for staying at Hilton Istanbul Bomonti Hotel and Conference Centre.

I would like to inform you that the turndown service is given apon request at Hilton brand standards. Housekeeping department was informed and turndown service will be given for your room everyday until departure.

Please accept our apologies.

Best regards

Front Office Team

Hilton Istanbul Bomonti Hotel and Conference Centre.

My question is - is this indeed standard throughout Hilton Hotels?

I've never had turndown service apart from Australian Hiltons (which was when I had no status), so I'm not sure it's standard.

 

[serfty]

Re: The New Hilton Meeting Master Thread.

Had turndown at NYC Conrad last month, but that's not a "Hilton".

 

[drross]

Re: The New Hilton Meeting Master Thread.

Had turndown at NYC Conrad last month, but that's not a "Hilton".

had turndown at Singapore Conrad over Easter and HSW a fortnight ago - without asking

 

[deka2]

Re: The New Hilton Meeting Master Thread.

July 16- July 17 / Hilton On The Park / Deka2

 

[drron]

Re: The New Hilton Meeting Master Thread.

No turn downs at 4 UK Hiltons or the NYC Hilton club,Was available on request according to the in room compendium so indeed may be a Hilton brand standard but not applicable to Conrads.

 

[Cynicor]

Definitely a Conrad brand standard, not a hilton one. A few in Europe had no turndown from memory, including Athens and London Park Lane.

Not sure if Perth has a turndown. Can't remember HSW.

 

[UP4014]

No comment is a comment on this.

Matt:shock:

 

[Pvcmenace]

Currently staying at the Hilton residences surfers paradise, have had turndown service every night.

 

[BLK343]

No turndown either at HSYD. Not that it bothers me.

At HSP & HSW - turndown service with both chocolates and water

 

[anat0l]

I've always had turndown service at Hiltons where the room has been an Executive level or better, except when the Do Not Disturb notice has been advised on the door.

The "turndown gift" has varied considerably between properties - small chocolates, small boxes of chocolates, tea bags and mug, scent bags, a biscuit, wooden bowl, bottled water..... apart from that, it's a fairly trivial gesture of the bed being made up, one corner folded down and the lights adjusted to mood level.

The "we won't do it unless you ask for it" seems to be par for course in some cultures, particularly European.

 

[Moopere]

It may or may not be a brand standard I have no idea at all - I suspect though its culturally based. I've had turndowns of one form or another at most Aussie Hiltons, HSW seemed to forget what they even where for a time but have corrected that. Asia seems to receive them across the board. Best I had was at DT KL, refreshed the room, extra water, small gift left behind and a small mat with slippers on top placed conveniently beside the bed - fabulous.

 

[drross]

HSW had 'scented wooden things' and 'inspirational quotes' on the pillows as well as water and chocolates.

 

[drross]

It may or may not be a brand standard I have no idea at all - I suspect though its culturally based. I've had turndowns of one form or another at most Aussie Hiltons, HSW seemed to forget what they even where for a time but have corrected that. Asia seems to receive them across the board. Best I had was at DT KL, refreshed the room, extra water, small gift left behind and a small mat with slippers on top placed conveniently beside the bed - fabulous.

Blue the Taj Hotel had exactly the same when we were they a week or so ago..lovely touch

 

[Archphoto]

Have stayed at Hiltons all around the world (Conrads too) and have always had turndown service unless my DND sign was active. That's across the board - US, UK, SE Asia, ME, Japan, AU & NZ.

It is possible that the "smaller" Hiltons now offer it as a requested service (save time/money), but I would have thought these would make their guests aware of the fact, they would need to request the service. Poor form - could be some butts being kicked soon.

 

[Cruiser Elite]

Re: The New Hilton Meeting Master Thread.

I must admit I was really surprised to hear this - I thought it was standard in ALL 5* hotels.

I have been spending 50+ nts a year for past 14yrs in dozens of 5* hotels in China - I cannot remember ever staying at a Hilton in China - but in all those stays across ALL brands - Starwood, Hyatt, Marriott, IHG, Accor - I can almost guarantee EVERY hotel had turndown - maybe Hilton does also in China - I don't know - interesting to say the least.

 

[Hvr]

Re: The New Hilton Meeting Master Thread.

Frankly I don't see the point of a turn down service. They're pulling back the bedspread and putting confectionery on your bed.

If I've forgotten to put the DND sign up or checked in late I invariably find they've turned down the wrong side of the bed thus rendering the whole exercise pointless.

 

[Cruiser Elite]

It is possible that the "smaller" Hiltons now offer it as a requested service (save time/money),

Total 829 rooms in Hilton Istanbul Bomonti - does not quite fit into "smaller" category me tinks.

Poor form - could be some butts being kicked soon.

Letter arrived into room on official letterhead so I assume Front Dest Team are aware of official hotel policy.

 

[Cruiser Elite]

Re: The New Hilton Meeting Master Thread.

Frankly I don't see the point of a turn down service.

Horses for courses huh - if you have showered and dressed and gotten yourself all licketty split to go out for a night on the town and made your room look like a tornado has been through it in the process - well always nice to return home in the wee hours to a nice clean freshened up room. But I guess we all expect that something different when we shell out our $400 to $600 or whatever the nightly rate may be.

IMHO - YMCV.

 

[Archphoto]

Definitely *not* small, I agree!

I'd say there was a major screwup - personally I'd drop a note to the GM politely explaining your disappointment.

The front desk is now aware, however that doesn't mean that the GM is - it's a reflection on them how the guest feels, so a heads up can ensure it doesn't happen again.

Hope the rest of the stay is up to standard for you.


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