Car rental damage cases are usually disputes between two parties — the renter and the agency. But not always.
Ron Goldstein recently rented a car from Thrifty in Los Angeles. He left the car with a parking valet at the DoubleTree by Hilton Guest Suites Santa Monica. It’s a decent hotel about a block from where the 10 freeway ends, and street parking isn’t really an option.
Hotel room rates are about to resume their climb. The latest forecast calls for average daily room rates to get a modest 3.5 percent bump in 2011, which means we’ll all pay a little more for our accommodations next year.
Unless you’re Kevin McGonagle and you’re staying at the Hilton Sydney. McGonagle thought the AU$359 was out of his price range for a six-night stay in November, so he did something unconventional: He asked the hotel to lower its price. He asked politely.
Norman and Mary Lou Vitrano are by their own admission not Internet-savvy, which is why they phoned the Doubletree Beach Resort Tampa Bay/North Redington Beach to make their room reservations last August. When the couple’s plans changed and they tried to cancel their reservation, a hotel representative informed them their room was completely non-refundable.
There’s just one little problem: No one had told the Vitranos that the room was non-refundable. “We wouldn’t have made the reservations under those conditions,” says Norman Vitrano.
Just the mention of these tiny, bloodsucking insects is enough to send a veteran road warrior packing. But what does a hotel owe you if you’ve been ravaged by a swarm of Cimex lectularius during your stay?
I used to know most of Hilton’s executives, thanks to a first-rate corporate communications team. They made sure the channels of communication were always open between Hilton and any potential customer-service problems, much to their credit. Today, I have a queue of unsolved cases.