My Bad Experience with Hilton Honors (And How They Made up for It)

Ever since my husband and I signed up for the Hilton Aspire card from American Express earlier this year, I have been excited to try out its perks. I was able to use the $250 airline credit on each card right away, but I had to wait for an actual Hilton resort stay to cash in on the $250 resort credit, free weekend night, and Hilton Diamond status we were each afforded with our new cards.

For our Fall break, we finally got the chance on two different stays — a three-night stay at the Hilton Sedona Bell Rock Resort and a two-night stay at the Pointe Hilton Tapatio Cliffs Resort in Phoenix. While our Phoenix stay was pretty nice, our stay in Sedona was entirely underwhelming.

When Your Hilton Honors Status Isn’t Honored

It all started when we arrived to check into the hotel. We had booked our free weekend night and two paid nights with our Hilton Aspire Amex, and we opted for a standard room with two queen beds. We were told upon check-in that the hotel was fully booked so no upgrades were available. That was fine with me since upgrades are always based on availability.

But, our room wasn’t that great. It was tiny and crowded, and it had two double beds that were certainly not queens. I do know the difference!

That was annoying enough, but I was perturbed to find that the friends we were traveling with were upgraded to a King one-bedroom suite despite the fact they weren’t even Hilton Honors members and had booked the cheapest room through Expedia.com.

At first, I decided not to say anything. Even if they were able to upgrade us, I didn’t really want to pack and move rooms. However, we had an awful night of sleep on our double bed so I went to the front office to complain at around 5:00 a.m. the next morning.

I could live with the two queen beds I booked, I told them, but I would have never booked a room with full-sized beds since my husband is 6’3 and we have a king at home. Plus, why did they upgrade our friends when we had Hilton Diamond status?

Funny enough, the front desk person I spoke to said they did have rooms available for Diamond ugprades. They asked us to pack up our luggage with the promise they would move us to a new room while they were gone for the day. And I’m glad they did because our new room with a king bed and separate living area was infinitely more comfortable.

Bad Service and Theft

Unfortunately, our stay at the hotel still wasn’t that great. We didn’t have coffee, shampoo, or enough towels in our room the first day, so we had to call and wait to have supplies delivered.

On our third day the hotel, someone took the $5 tip my husband left on his bed but didn’t clean our room. We returned to the hotel at around 4:00 p.m. after hiking all day, and they didn’t make our beds, replace towels, or replenish bathroom supplies. All they did was take the $5 bill off the bed and leave. So once again, we had to call and ask for towels and supplies then wait for them to be delivered.

When they asked how our stay went upon checkout, I told them that someone took the $5 bill off our bed and didn’t clean our room. The person checking us out acted entirely indifferent to the situation but said she would “let everyone know.”

The Bottom Line

I wasn’t that happy with how the situation was handled, so I tweeted Hilton Honors a few days after our stay. I told them specifically about the $5 tip taken off our bed, and how our friends were randomly upgraded when we were not. Ultimately, they awarded me with a stash of Hilton Honors points for my troubles and apologized for the entire situation.

I hope Hilton Sedona Bell Rock reads this post and takes a close look at its procedures. It’s a beautiful hotel in a magnificent location, but its service was severely lacking during our stay.

 

Have you ever had an experience like this? Please share in the comments.

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