Disaster turned into a great experience
Posted Jun 30, 2016
Excellent service and they turned a disaster into a WIN! On my wedding night my wife and I had booked a room at the Hilton Southlake, upon arriving around midnight, we were both exhausted and ready to go to sleep. I dropped my wife at the front door and went to park the car, she is still in her wedding dress and I’m walking in wearing about half of my tux and lugging all the bags. When I walked in I can tell by her face there is a problem, she tells me that the hotel overbooked and gave away our room. Kevin the night manager was extremely helpful, they refunded the price of the room and made arrangements for us at another hotel just down the road. They were kind enough to also send up chocolate covered strawberries and a bottle of champagne to the room when we arrived at the other hotel (which was more expensive than what we paid to book at the Hilton). My wife and I both work in customer service for a major financial company and when I say that Kevin went above and beyond to rectify the situation, you know it’s true. I also spoke to Gloria in accounting about obtaining the refund and she was awesome. I had a response the same day on what steps I needed to take to ensure the refund was processed. I can’t say enough about how everyone that I interacted with genuinely cared about us and our situation. They have earned my business for life. Thank you Kevin, Gloria and Devin for doing such a wonderful job!