Re: [89attendees] Hilton check-in staff very helpful and hospitable

[Stefan Winter <[e-mail]>]

Hi,

> I arrived Saturday morning 10AM. I had reserved a king non-smoking. They did not have any available at such an early hour. It would be available in the afternoon. OK, no problem.

I and my family arrived roughly the same minute; the (double, king,
non-smoking) room wasn't ready - but the lady phoned for a while and
said she had "shuffled around" some things - and we had a perfectly
ready room available immediately.

This morning, I asked breakfast staff if you could have the at-breakfast
baby chair in our guest room on a permanent basis for the whole week's
stay so my wife could feed our baby in the room without him having to
sit on her lap (you wouldn't believe how many thing can go wrong
then...). It would be a major favour IMHO, and I was almost afraid to
ask, and expected to be turned down - but no, they arranged for it, and
a member of staff brought it up to our room immediately as we left
breakfast.

Rarely seen Hilton Hospitality in action to such an extent.

(Of course, we might have gotten *your* king room and that's why you
didn't get it - sorry ;-) )

Greetings,

Stefan Winter

>
> They offered an immediately available smoking king which I wasn't too keen on. Well, at some hotels, I can manage in a smoking room. But not this one, it simply reeked of smoke. I told them that I would wait for the non-smoking. The guy said, well why don't you hang out in the smoking room for now and we will switch you in the afternoon. I told him that I absolutely must have a non-smoking room in the afternoon. He said "there will be plenty of rooms when people check out this afternoon. Don't worry."
>
> I come back down in the afternoon (with a headache from the smoke smell) and saw another staffer. After a lot of waiting and her "checking with the manager", there are no non-smoking king rooms at all!  I told her the guy before said no problem. She said I booked thru a 3rd party for run of the house. I showed her my Hilton direct reservation with confirmed king non-smoking on my phone. At the end, all they could give my was a non-smoking twin bed room.
>
> I don't expect to be outright lied to at a Hilton property. This is a disgrace. I hope we never come back to this hotel. I have to be careful when turning over in bed to make sure I don't fall out.
>
> --Serge
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