I checked out of the Kempinski Hotel Huizhou yesterday at noon and logged on to the website at 10pm to check my membership room nights and found that I had not accumulated any room nights, showing that I was not eligible.
I then called the hotel and the female staff member who received me was obviously not well trained and knew nothing about membership benefits and told me that I would inform the relevant colleagues to follow up. Six minutes later, another male hotel staff member called me and offered to check the situation for me.
I posed two questions to him.
1) There were no room nights accumulated
2) I booked 2 rooms for a 2 night stay from September 19th to September 21st. At the same time I participated in the double room night event, I should have accumulated 8 room nights according to the membership benefits rules.
On the second issue, the male staff was not clear about the official rules and stated that booking multiple rooms, only one room night would be counted.
I immediately stated that this explanation was against the membership terms and conditions.
The male staff member said he would check back later, and thanks to his help, I now see that I have 4 more room nights.
But the problem is still not solved, the correct number of room nights should be 8 more.
I signed up as a member in August and stayed 2 nights at the Chongqing Niccolo and had a great experience. I then planned to reach the Platinum level in conjunction with the Double Room Night campaign.
This is why I still chose Kempinski as my destination for this trip even though I am already a Marriott Platinum member and a Hilton Diamond member.
I hope you guys can help me out with this, thanks.
