“Worst customer service at any Hilton family hotel, ever - this is the first compaint I've ever made to a hotel.”
I'm having an interesting experience with this Hampton Inn. They have a 100% Satisfaction Guarantee. My wife and mother-in-law just stayed, and had two minor negative experiences which were compounded by VERY poor customer service. Minor issue - floors weren't vacuumed, and bathroom wasn't serviced (no toiletries or towels two days in a row in a three day stay). On first day complaint they fixed it. Second day complaint they were sarcastic, didn't fix the cleaning problem, but dropped off towels and toiletries. So, we looked up their complaint lines - phone, web-based e-mail from Hampton's national site. The phone support took the complaint and promised a call back. No call back ensued. No response to e-mail happened. (I'm a long time HHonors member, bouncing around silver, gold and diamond status over 7 years, I pick Hilton family chains on purpose because I usually have good experiences! I gave the HHonors number so they could see my long history with their chains. This is the first time I've ever registered a complaint with a hotel chain.)
I turned to their social media platforms of choice (Hampton on Facebook, HamptonFYI on Twitter) and registered my dissatisfaction with lack of response. After quite a bit of time on Facebook they asked for contact info - but they have a Fan page, there's no way to message them so I posted my e-mail address immediately. No contact. None! So I removed my e-mail, shared my dissatisfaction at promised response that didn't happen. Posted on Twitter as well. The next day they asked again for contact info, this time on Twitter, and apologized for having missed it on Facebook. I DM'd them immediately with phone and e-mail (yay private DM!!) and they responded "Thank you" by DM within an hour - finally I thought "Progress!" but sadly 5 hours later STILL no direct contact. So, I shared it as an example via Twitter with a faculty member at my institution who teaches social media courses.
They raised expectations with a guarantee, with a web contact, with a phone contact, with social media responses on Facebook and on Twitter, yet still haven't made contact to find out what the full issue was, or how to correct it. They attempted to look responsive, but weren't and I shared my experience publicly. I imagine some people will see each and be negatively influenced. Contrast that with the Boston Intercontinental who had great service, great social media interaction, and who as a result had great reviews posted on Yelp, on my own web site, on Twitter and Foursquare for each of their hotel restaurants we tried as well as the hotel, and positive mentions on Flickr where I posted some pics of the hotel, and from the hotel. Their brand management account followed me on Twitter after I posted, and retweeted my positive tweets. They seem to get it.
Ultimately they are likely losing at least three customers who travel a lot because of their social media responses, probably more from this than from the room problem - I can overlook an underpaid hourly staff member at the desk or cleaning service. I can't overlook how their customer relations pros interact. There's still some shot at salvaging the relationship, but I'd have to see some sign they took this seriously. I booked my wife into a Hyatt for her next night, an hour away, just to avoid Hilton chains.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC