The day before checking in at this hotel I decided to join their Hilton HHonors loyalty membership program but after what happened I am cancelling it.
My elder mother and I checked in the hotel at about 8PM after a long stormy weather day of driving. We just needed to make ourselves comfortable and rest in a nice hotel.
We entered in our room and realized the phone near the bed was not working. Using the other phone at the seating area of the room I called front desk and kindly requested to have it fixed. The hotel folder states: CARELINE “Need something? … Just call CareLine. We want this to be your best stay ever.” Far from reality. They never send anyone to repair it.
We were so tired, took a sleeping pill but after few hours some constant noise in the corridor and next door rooms kept my mother awake almost the whole night. On the first hours of the AM she tried to call reception but realized the phone was not working. She cannot walk by herself so she could not get up and walk to the room next door to use the other phone. She was feeling not very well next morning I almost called a doctor. Before breakfast time I called the CareLine to request late check out due to the previous night. I couldn't believe the terrible manners of the front desk employee "Sonya" First of all picking up the phone she did not greet me and just said “hello?” I thought I dialed a wrong number. I am used to 5 star hotels and this attitude was not proper at all. I was the one greeting her and she
Comment from Hotel Management
Oct 15, 2016 by Kelly R, Hotel Management
Dear Esteemed Guest,
Thank you for taking the time to review your recent stay. I am happy that you enjoyed the cleanliness and food at the hotel. I apologize that the service level at the Front Desk did not meet our hotel standard. We pride ourselves on outstanding customer service and I have shared your comments with the team. I have also shared the phone issue in your guestroom with the Engineering team to get rectified immediately. I look forward to welcoming you back in the future.