Usuário convidado
30 de abril de 2024
So, the good news is that the rooms are decent and the beds are incredibly comfy. Easily the comfiest hotel bed I've slept on in memory. However, I had an abysmal customer service from one staff member that cancelled out some very good customer service from others. I stayed for two nights back to back for business. One night on my card, and one night on the company account. When I checked in, the guy at the desk said that there was no issue with keeping the same room. After 3 hours of driving, he was upbeat and I was really pleased with everything. When I left to head to meetings in the morning, another gentleman was also very nice wishing me a nice day. However, when I returned to my room, my keycard didn't work. A number of my colleagues were checking in as well, so I waited in line with them. The woman at the desk was impatient with all of us. When it got to me, I tried to explain that my key didn't work. She then blamed me for not knowing I was supposed to check-in again, as she had no one in that room. She then tried to stare me down because clearly I was the problem. AMAZINGLY, the room I was in was available. Almost as if the guy had put it in last night. I spent 20 minutes on hold with Hilton. They gave me a case number. Edit: They told me to talk to the general manager who was not in that night. I spoke to her and she told me she had read my review, but she had not seen the case number in the Hilton system. (So apparently, tripadvisor reviews do have an impact). She promised that she would address the issue with the employee. That said, I did not get a sense she was invested in the outcome. I hope I am wrong about that.
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