"Fun" times for Diamond @Hilton Paris Opera, Paris, France

[amaroo]

Re: How do Hilton treat you as an Elite?

Staying at a first class hotel is just as important as flying a first class airline ... paying for third rate rubbish once you've hit the ground is a sure way to spoil a good thing!

 

[TomVexille]

Re: How do Hilton treat you as an Elite?

Ouch. That's poor. I'll be interested in what the response to the feedback is.

 

[drron]

Was the managers name Basil?

Long ago when I was diamond had a wonderful stay at the former Paris Hilton.5 nights award,1 night paid.On the last night as the paid night was treated as a second booking we got another bottle of champagne,choccies and fruit.

 

[Cruiser Elite]

Re: How do Hilton treat you as an Elite?

I did indeed send email to Hilton Paris Opera General Manager regarding the issues with our recent stay - her response:

Dear Mr Elite,

Thank you very much for reaching out my colleague Elly after your recent stay with us.

I would like to take this opportunity to truly thank you for your open and honest feedback about your experience.
We always endeavour to offer the highest quality of service to our valued guests, like you are, and I am so sorry we failed to meeting your expectations. and I apologise.

I personally reviewed your feedback with our teams, I discovered indeed, we had an issue with our dinner package and, thanks to you, we fixed it.
We however mainly failed you on our Service Delivery and follow-through and for that I extend you my sincere apologies.
Mr Elite, I regret we did not deliver upon your expectation and would prefer you not to remember your stay @ Hilton Paris Opera this way.

I would have liked to invite you back for a complimentary night at our hotel, however as you live Down Under, I wanted to propose a Be My Guest certificate (1 free night stay at any Hilton Worldwide hotel) in an effort to overcome your disappointment. Of course, you would also be able to use this certificate with us, so we can prove we are able to deliver upon a top notch guest experience. If you could please confirm me your postal address, I will have the Be My Guest certificate mailed out to you promptly:

George Clooney
1 Studley Rd
GIGILOSVILLE AUSTRALIA 6969

Again, thank you for your feedback and for helping us improve our service delivery.
Have a wonderful day,
Sofia.
_________________________________________

SOFIA L. VANDAELE I General Manager

HILTON PARIS OPERA
t: +33(0)1 40 08 43 02
108 rue Saint-Lazare I 75008 Paris I France
hilton.com I parisopera.hilton.com I facebook.com/hiltonparisopera I twitter.com/hiltonparisoper

So what are your thoughts - a genuine 'My god we are so sorry' or simply a 'Here you go now go away and stop whinging'?

Now please don't get me wrong - 1 free night in any Hilton will convert to pretty fair value - never had any such significant issues with a hotel before so am not sure if this is 'fair' compensation or not.

 

[boomy]

Knowing how Hilton works, it's definitely the latter but does it really makes any difference at this stage? I say take the free night cert and enjoy it!

 

[Rugby]

I think you should take it and put the whole debacle behind you. A good travel story to dine out on for later years. An absolute shocker!

 

[Deleted member 29185]

It was a disappointing experience I'm sure, but I think the apology sounds genuine enough and the compensation seems reasonable. Hopefully they will genuinely accept the criticism and make changes to their attitude, but that will need work as it was not just one person or one issue. They obviously have developed a pretty lackadaisical culture which won't change without firm direction from the senior staff........who coincidentally were part of the problem, so I have my doubts about any positive change happening promptly.

 

[Cynicor]

That's not bad if you were already going somewhere expensive. Combine it with your love of the 4 for 3 with Citi Prestige and you have 5 nights for 3.

Most expensive base room nights in HH are probably Conrad TYO, Maldives or Koh Samui, as well as the Waldorf Cavalieri Rome.

I think it's pretty hard to determine if an apology is real or so, so I'd leave it at that. As compensation goes, it's almost the best you could get!

 

[Deleted member 29185]

Most expensive base room nights in HH are probably Conrad TYO, Maldives or Koh Samui, as well as the Waldorf Cavalieri Rome.

I wonder if "any Hilton worldwide hotel" means only Hilton or any Hilton family brand?

 

[serfty]

I wonder if "any Hilton worldwide hotel" means only Hilton or any Hilton family brand?

Researching on FT shows results can vary. Here's a >1 decade old thread with some more recent posts.

http://www.flyertalk.com/forum/hilt...y-guest-certificates-definitive-thread-4.html

CE, I would accept the offer but also look for clarification about usability, such as at Conrads ...

 

[Cruiser Elite]

Re: How do Hilton treat you as an Elite?

Thanks so much to everyone for your contributions - its was certainly a memorable experience. We have certainly moved and this stay is already part of our lives as a point of comparison. Good point serfty re usability across brands - will seek clarification - mind you not sure Management at HPO could supply accurate advice from recent history.

 

[Cruiser Elite]

CE, I would accept the offer but also look for clarification about usability, such as at Conrads ...

My email to GM at Hilton Paris Opera:

Sofia
Can you please advise if complimentary ‘Be My Guest’ certificate is usable across ALL Hilton brands or just in Hilton branded Hotels
Rgds
Tony

And the response:

Good morning Cruiser,

thank you for your kind note, we’ll issue the Be My Guest certificate accordingly and will send it to the address you provided here-under.
I can also confirm the certificate can be used in ALL Hilton Brands, not just in Hilton branded hotels.

Wishing you a great start to the week,
with kind regards, Sofia.

Pretty clear huh?

 

[Deleted member 29185]

My email to GM at Hilton Paris Opera:

And the response:
Pretty clear huh?

Potentially a very good outcome. At least they've given more than just lip service.

 

[drross]

My email to GM at Hilton Paris Opera:

And the response:
Pretty clear huh?

your 'memorable' stay has helped us decide where we're going to stay in Paris later this year. Thanks for that. I'm sure you'll find a great use for the certificate

 

[Cruiser Elite]

So how good is this mob? Well they never cease to amaze - progress since I last posted - to recap here is the promise from Hilton Paris Opera GM on Friday June 26:

I would have liked to invite you back for a complimentary night at our hotel, however as you live Down Under, I wanted to propose a Be My Guest certificate (1 free night stay at any Hilton Worldwide hotel) in an effort to overcome your disappointment. Of course, you would also be able to use this certificate with us, so we can prove we are able to deliver upon a top notch guest experience. If you could please confirm me your postal address, I will have the Be My Guest certificate mailed out to you promptly:

And my response to GM within an hour on Friday June 26:

Sofia
Thank you for your email – my best postal address is as follows:

Mr Cruiser Elite
PO Box 6969
UBERFREETOWN AUSTRALIA 3069

Best regards
Cruiser

And the response from GM the next morning:

Good morning Cruiser,

thank you for your kind note, we’ll issue the Be My Guest certificate accordingly and will send it to the address you provided here-under.
I can also confirm the certificate can be used in ALL Hilton Brands, not just in Hilton branded hotels.

Wishing you a great start to the week,
with kind regards, Sofia.

I had received nothing in the post as of Monday August 10 so I sent off another email to Hilton Paris Opera GM:

Sofia
Interesting to note that NO ‘Be My Guest Certificate’ has been received.
Am I to assume that your promises are equally as hollow as the service level we received at Hilton Paris Opera?
Cruiser

GM did not respond but on Wednesday August 12 the Guest Services Manager did respond:

Dear Mr Elite,

Thank you very much for reaching us. If you allow me, I shall reply on Sofia’s behalf.
After deep research on why your “Be my guest certificate” has not been received yet, we discovered it was because we are not able to send it to a PO box.
We can only send it to a personal postal address. Can you please confirm me we are able to ship it to:

Cruiser Elite
69 Mockingbird Way
UBERFREETOWN 3069
AUSTRALIA

Mr Elite, we are terribly sorry about this delay - which we just discovered about.
Guest Assistance support said they will ship it very quickly, as soon as we have confirmation from your side.

I look forward to hear from you.

Kind regards,

MORGAN MONDOLONI I Guest Relations Manager

I await my 'Be Our Guest Certificate' with eager anticipation!

 

[Deleted member 29185]

I await my 'Be Our Guest Certificate' with eager anticipation!

Well anticipation at least.......I hope you aren't holding your breath!