Help! Our suite is swamped
Linda Cohn's room at the Embassy Suites Deerfield Beach Resort is waterlogged in the wake of a hurricane. She checks into another hotel with the understanding that she'll get her loyalty points -- which she used to pay for her visit -- credited back to her account. Nine months later, she still has nothing. What gives? startclickprintexclude--> A manager from the hotel called us later and told us she wanted to "make it right." We agreed that returning 180,000 HHonors points to our account -- the amount spent on the Boca Raton stay -- would be satisfactory. It's been nearly nine months, and we've phoned, e-mailed and sent registered letters to Hilton. But our points still haven't been credited. Can you help us? -- Linda Cohn, Houston, Texas not waited until you checked into your next hotel. Nothing motivates a hotel to make things right like a disappointed customer loitering in the lobby. It shouldn't have taken nine months to credit your HHonors points back. The normal response time is six to eight weeks, although Hilton could have probably done it in far less time. Why the delay? Maybe the folks at the Embassy Suites were so busy fixing up their hotel that they let some of their customer service issues slide. Shortly after I contacted the hotel on your behalf, you received a personal apology from the hotel's general manager, Mike Long. Not only did he credit your miles back to your account, but he also included a voucher for a free night's stay at the property. This time, you might want to visit after hurricane season. |
