I discussed face to face his lack of professionalism and of course, he said "his landline disconnected and he was on other calls, so that's why he couldn't answer to my other phone calls." This is when the real struggle started. I arrived to the hotel and met Barry in person. I was told they will respond within 48 hours. I proceed to call customer service with Hilton to ask for the room info I needed and to complain about this experience. I called three times back to back, he never answered the phone again. The family members in the car could not believe how rude he was. Finally I said: "Listen, my spouse is having a big surgery tomorrow and the anxiety level is through the roof. I tried to explain why this was important for us, but he kept interrupting me. When I asked why I was being moved rooms and if they were close, he basically provided no information other than saying they were fully booked and didn't listen to my concerns. So, I called front desk and got Barry on the phone. I was also concerned on how far the rooms were since I have a few older folks in my family member group, so I needed to make sure they did ok distance wise. This was an inconvenience for us, since we were being transferred to the second level, where the pool and the gym are (meaning more traffic, noise and less probability for quiet rest). On my way to the property and about an hour before our arrival, I got an automated message saying the rooms were changed and I needed to stop by front desk for the new keys. I even got the room keys assigned and they were on the third floor, near to each other. On the day of the check-in, I was able to complete it online, though the app. Finally, I kept checking daily and was able to book the extra night/ extra room I needed. I started to question why I have been so obsessed in keeping Diamond status if they never have the reserved parking available and when I try to make use of the 48 hours room guarantee benefit for the first 's only in papers. When I called the Diamond Members line, they said they didn't have any rooms available. About two weeks prior to the panned/ booked stay, I realized I needed an extra room for the first night, since I had additional family coming into town. I would like to add that the price wasn't cheap at all and when you pay over $350 a night, you expect better service than when staying at the $70 Motel down the street. My spouse was having mayor surgery (brain tumor removed) at the hospital right across the street and the hotel room was for the family to be able to get some rest in between hospital stays/ visits. I'll start by saying that the stay here was for medical purposes and not a leisure trip. I'm a diamond member with the company and have never imagined I would have such a horrible experience with the stay itself, but even less imaginable was the horrible lack of response from corporate/ non-existent service recovery. I have stayed at Hilton properties both nationally and internationally several times. Warning: This review may be lengthy, so bear with me, please. Let me start by saying I'm really sorry to write this review, because I was a Hilton Only Customer prior to this experience. Hilton Grand Vacations Club on the Las Vegas Strip.Hotels near Dallas Institute of Funeral Service.Hotels near Regency Beauty Institute - Mesquite.Hotels near Dallas Theological Seminary.Hotels near Texas A&M University Baylor College of Dentistry.Dallas/Fort Worth International Airport Hotels.Hotels near QuickBooks Support phone number.Home2 Suites by Hilton Dallas Downtown at Baylor Scott & White Pool.Home2 Suites by Hilton Dallas Downtown at Baylor Scott & White Rooms.Home2 Suites by Hilton Dallas Downtown at Baylor Scott & White Features.Hotels near Home2 Suites by Hilton Dallas Downtown at Baylor Scott & White.
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