Customer satisfaction first: 25 thousand points to apologize for inconvenience at Waldorf Astoria

I have written several articles explaining how hotel chains, but also airlines, care a great deal about the quality of their services especially when it is a loyalty program member who uses them. All these companies are very attentive to their guests' feedback and, when things don't go right, they are ready to apologize.

An important premise. This must not be a bonus point accumulation strategy, because I have read responses sent by hotel companies and chains in which they simply invited the customer to stop frequenting them and the profiles closed a few minutes later.

It has happened to me several times over the years to write a complain, without ever asking for anything in return of course. Always constructive criticism documented by photos and/or other documents. The complaint can be about a disservice, a malfunction, failure to provide a benefit. In short, one complains when one has reason, not just for sport and in the hope of receiving a refund or compensation.

I have complained to an airline because the monitor did not work or the seat did not recline and there were no alternative seats on board. I have complained about service not received at hotels, inconveniences and issues encountered in hotel facilities such as a closed pool or a non-operational lounge.

I give a practical example of the last email I sent: I pointed out to Hilton some things that had not worked properly in the stay at the Waldorf Astoria in Bangkok, the same flaws I wrote about in the review.

I then wrote to the concierge for Diamond users and, as is the practice, the email was forwarded to the hotel. This is the response I received from the hotel.

As compensation for the inconvenience, I was awarded 10k Hilton Honors points by the hotel and another 15k points directly from Diamond customer care. 25 thousand points is enough for 6 free nights in Bali or two nights in the off-season in many hotels around the world.

In conclusion

CAUTION. This is not meant to be an alternative accumulation strategy. One should not take advantage of this generosity, but it is okay, especially when one is a guest in facilities of a certain level, to complain if things did not go as planned.

Have you ever complained about an inconvenience? How did it turn out? Tell us about it in the comments or write to us.