I can’t describe how upset I am. We came here at 2:58pm for check in. Check in is at 3pm. The person on the reception was like: I know it’s 2 minutes to 3 but the room is not ready. I was like oook, it’s 2:58, will it be ready in 2 minutes? He’s like no it won’t! Of course, I started getting angry. I’ve been driving in a 110 degree for over 7 hours. I literally have this one night booked and I booked with the hilton so we are taken care of because I knew we’d be exhausted and we’re not done driving yet. So I was obviously NOT HAPPY and asked, so when will it be ready? He’s like I dunno! What an answer from someone who works in customer service. I started getting upset and asked: what do you mean you don’t know? And my husband started getting upset too! The customer service guy literally was like: let’s stop this. This is too hostile for me! You bet your ass I’ll be upset and pissed and your job is to apologize to me for the terrible service and not become defensive as if I am attacking you personally! You’re the freaking face of the hotel and if you can’t work as a customer service employee and don’t know how to think on your feet when something like this happen, and expecting all customers to be so delightful at mishaps then you’re in the wrong freaking industry!! My husband wanted me to cancel on the spot and find another place but the manager came and was curt and so not accommodating, we got our room in the end.
2 things I want to say. First thing is how this sensitive customer service person could have responded to me, in a nice and gentle way:
“ I am so sorry miss. I know that the check in is in 2 minutes and normally the room would have been ready, but we had a rough day today with house cleaning and are short staffed. No excuse but please bear with us while we figure it out. I can completely refund you if you want and cancel the reservation but we wouldn’t like to lose you as a customer. I know you might be tired so would you like an iced water or coffee while you wait in the lobby? Apologies again!”
If he had said something of the sort, he would have probably calmed me down and I would have waited gladly, but, he did the exact opposite and this leads me to the 2nd point and that is, I am going to do my best not to book with any Hilton hotel ever again. I have been on a 10 days trip, each couple of nights were in a different hotel because I like to explore my options, and I tried them from big names to small and local names. I can’t describe how nicer the local ones are. Better staff, cozy and accommodating, while in big names they are snobs. They seem to forget that the reason they grew that big is because of their customers.