We are Hilton Honors members and booked weeks ago with this Hilton hotel through a third party website (as most of us do these days). Upon arrival, the desk clerk told us the ONLY room available was a smoking room. My partner has asthma and smoke allergy issues so this was a non-starter. Regardless, smoking rooms are unhealthy and dirty at any rate.
We insisted on speaking with the manager who was unapologetic and, in fact, said in a disdainful way that when you book through a third party, the rooms are discounted and you get what you get. Period. No apology - and actually putting blame on us for booking in this manner. There was no empathy or any solutions-oriented attitude (i.e. "May I make some calls for you to find a suitable room?"). We were stunned, especially coming from a hotel chain that values its customer service.
In the end, we canceled the reservation through the third party (the mgr said she was unable to cancel our reservation herself since we booked through someone else - and that's why, adding to her point, you should book through the hotel's website and pay full rate).
How this hotel maintains smoking rooms in a city that's smoke-free is a curious and antiquated policy. By the way, our Hilton Honors membership counted for squat in this scenario. So much for being a valued customer.
After much time and confusion we managed to book another hotel on a Saturday night in NYC.
- Official Description (provided by the hotel):
- Relax in the comfort of our beautiful DoubleTree by Hilton Hotel in Chelsea. Choose from a variety of room types including Empire State Building views. Our hotel is located in the heart of New York City but right outside the hustle and bustle of the noisy city streets. ... more less
- Reservation Options:
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- Also Known As:
- Doubletree New York City