Customer Service Tainted The Experience
Posted Dec 25, 2016
It was my wife and our two kids.
Overall I rate the experience 2 out of 5 stars.
1. Room Cleaners: The first full day we were there we had room service come at 4:10pm to clean the room. I asked the gentleman if he could come back in 10min. He proceeded to argue with me that he would not be able to clean our room because his shift ended at 5pm. After a few minutes I negotiated to have him come back in 10min after we were gone and he could clean the room. Do guest need to negotiate to get their rooms cleaned?
In addition to that, every single day of the six days that we stayed there, the cleaners forgot to leave us with towels or did not take the garbage out of our room.
2. Out of Order Dryer - Coins: The reason for this is not for the dryer being out. It is that my wife went to the front desk, got coins from them and was never told the dryer was out of order. I phoned down to the front desk and asked what could be done. He said that my wife can go to the front desk and for laundry detergent. I explained that she had her hands full and asked if there was any possibility to bring it to her - I was told "she can just come to the front desk and get it". Then I was hung up on. It may be a small thing, but it felt out of place at Hilton.
3. 9th Floor Customer Service: The expresso machine is one of those things that is so awesome it just makes the whole stay better. Unfortunately it was out of order about 80% of the time.
Comment from Hotel Management
Feb 7, 2017 by HotelMgmt, Hotel Management
It is disappointing to read that you did not receive excellent service from our staff. This behavior is not acceptable and we will discuss your experience with our team. Your feedback is appreciated, and we hope to welcome you back to our hotel so we can exceed your expectations next time.