Re: [89attendees] Hilton check-in staff Manipulative Liars

[Randall Gellens <[e-mail]>]

At 10:25 AM +0000 3/2/14, Serge Manning wrote:

>  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.
>
>  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.

I suspect the problem is that you accepted the first agent's offer to 
stay in the smoking room for the morning, meaning you were checked in 
to it rather than being assigned a not-yet-read king non-smoking 
room.  Then, when you came down, all the kind non-smoking rooms had 
been allocated.  The agent who gave you the B.S. about a 
run-of-the-house room was just making stuff up -- it shouldn't matter 
if the first agent had un-assigned the smoking room and re-assigned 
you to a pending non-smoking king.

So, the first agent misled you, probably out of ignorance, and the 
second made stuff up to try and placate you.  You might ask to have a 
word with the duty manager.

-- 
Randall Gellens
Opinions are personal;    facts are suspect;    I speak for myself only
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