Usuário convidado
6 de novembro de 2023
My wife and I recently stayed at the Homewood Suites by Hilton Mobile I-65/Airport Blvd, AL, from the 4th to the 5th of November. During the reservation process, the hotel reservation system encouraged me to join the Hilton Honors Club, citing the benefits of contactless check-in and check-out. We checked in on the evening of November 4th, and the hotel clerk was very accommodating, pleasant, and friendly. However, on the morning of the 5th, when we tried to use the contactless checkout feature on the Hilton Honors app, we were told that the service was unavailable and that we had to check out at the front desk. Despite trying several times, we received the same message. Having parked on the opposite side of the building from our room, my wife and I had to make a detour to the front desk. There, I asked the female clerk, whose name I think started with a K, if there was a problem with the wireless checkout feature. She immediately offered to check us out manually. I explained that I had chosen the hotel partly because of the advertised contactless feature and asked if it worked. She replied that sometimes things don't work, but all other features on the app were working fine. I asked to speak to the manager on duty, but she said no one was available. I then called the hotel the following day, and a lady stating that she was the front desk manager claimed that the general manager was unavailable. My review of the hotel is positive, and I think the contactless check-in and room services are excellent. However, my concern is that when we left the building, another couple who overheard my complaint said their contactless checkout wasn't working either. The other couple was also African-American, as my wife and I are. In contrast, a white couple with children also overheard our conversation and stated they had used the feature successfully. I continued speaking with the African-American couple and learned that they had come to attend the HCBU classic football game played that weekend in Mobile. They noticed many other African-American couples in the building when they checked in. I don't want to jump to conclusions, but it's hard to ignore the similarities and differences in all parties involved. I will continue to use the Hilton hotels. But I say to others who may look like me to take note of my experience, and I also urge the management of Homewood Suites by Hilton Mobile I-65/Airport Blvd, Mobile, AL, to be mindful that the service they provide should be available to all paying customers.
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