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

[<[e-mail]>]

Hi,



My experience is also not the best. I specifically stated during the booking that I would like to have a room on a high floor. I was initially assigned to 14th floor but unfortunately the room was not ready at arrival (afternoon, 15:30) and I was moved to 3rd floor. The room I got is directly facing the air condition (see attached picture), it's almost completely dark and it's noisy because of the air condition. I ask the reception desk to move me but they refused saying that there are no rooms available. I checked with the Hilton web site and there are plenty of rooms still available. Seems to me that they are simply not interested in customer service. I will definitely not book any Hilton in the future. There are plenty of option providing better rooms and better service.



  Regards



     Nic



[cid:image001.jpg@01CF36CA.D09B5C10]





  Regards



     Nic



-----Ursprüngliche Nachricht-----
Von: 89attendees [mailto:[e-mail]] Im Auftrag von Ross Callon
Gesendet: Sonntag, 2. März 2014 20:21
An: Serge Manning; Ray Pelletier
Cc: [e-mail]
Betreff: Re: [89attendees] Hilton check-in staff Manipulative Liars



Well, I haven't had much luck with this hotel with regard to phone calls. I tried to find out what it would cost to call a toll-free 0800 number from my room. In three tries I have gotten three answers, the largest of which was 3.75 pounds per minute (which is a bit over $100 US for a 15 minute call, if I did the math right).



I suspect that "clueless" might be more accurate than "liars", but this does not give me reason to stay in Hilton hotels in the future.



Ross



-----Original Message-----

From: 89attendees [mailto:[e-mail]] On Behalf Of Serge Manning

Sent: Sunday, March 02, 2014 7:15 PM

To: Ray Pelletier

Cc: Randall Gellens; [e-mail]<mailto:[e-mail]>

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



All,



The hotel has now corrected the situation and even shifted me to a larger king non-smoking room for my remaining nights for the inconvenience. I guess I had some bad luck yesterday. Glad to know its not the hotel's routine mode of operation.



--Serge



> On Mar 2, 2014, at 1:01 PM, Ray Pelletier <[e-mail]<mailto:[e-mail]>> wrote:

>

> All;

>

> The hotel is correcting the matter.

>

> Ray

>

>

>> On Mar 2, 2014, at 7:52 AM, Randall Gellens <[e-mail]<mailto:[e-mail]>> wrote:

>>

>> 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

>> -------------- Randomly selected tag: --------------- Go placidly

>> amid the noise and waste, and remember what value there may

>> be in owning a piece thereof.                        --National Lampoon

>>

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>



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