from monterey, United States
Submitted on 20-05-2016
I arrived on the evening before my departure from John Wayne Airport which is conveniently located across the street. I had been in CA for 8 days at 55 years old and managed many reservations and trips by myself. I had stayed at the Hampton Inn, Temecula, CA (top-notch), the Doubletree, Charlottesville, VA (top-notch), and at MarBrisa Resort, Carlsbad, CA (I am an HGVClub member times two). I knew the Hilton was at the top of the HHonors program and knew my experience would be satisfactory. I...
I arrived on the evening before my departure from John Wayne Airport which is conveniently located across the street. I had been in CA for 8 days at 55 years old and managed many reservations and trips by myself. I had stayed at the Hampton Inn, Temecula, CA (top-notch), the Doubletree, Charlottesville, VA (top-notch), and at MarBrisa Resort, Carlsbad, CA (I am an HGVClub member times two). I knew the Hilton was at the top of the HHonors program and knew my experience would be satisfactory. It was not!! I had a package (via USPS) to ship to Florida and I have done this at Waikoloa, HI, and several other Hilton properties with no problem. So - I get there and check in, present the package and tell them they can put it on my credit card. So - they say that the USPS comes between 7:00 and 8:00 a.m. so I will have to bring it down in the morning. I had to catch the 7:30 a.m. shuttle to make my flight. So, again, I take the package down at 6:59 a.m. and am informed that a member of management would have to be there for them to process this. Prior to that time I woke up and realized that while I had an entire coffee "set-up," I had no coffeemaker at all. I mentioned this to them when checking out and they ignored me and printed the receipt for the room. They offered to bring a coffeemaker to my room immediately as I am standing there with my luggage checking out. Then they offered to get me a "to-go-cup" from dining services. Bear in mind that the airport is across the street and after I go through curbside check-in, my next stop is TSA. So I mentioned this and the guy actually acknowledged that I would have to throw it in the trash. I suggested that since I had no coffeemaker and am; therefore, crabby, they could at least cut me a small break on my package shipping. He ignored this and printed me a receipt for my lodging. I had been down to the front desk 3 times with this package and nobody could help me and then - lo and behold, I had my luggage out front to catch the shuttle and the woman chases me down and says that it will be $15.50 to send the package. Amazing, after being told that I had to wait for management to come in, she now, magically, had a number. What she does not know is that when she opened the door to go back and weigh it, I witnessed all of that. She did not have to wait for anybody --- they could have done this the night before or at my first attempt at 6:59 a.m. So -- once she realized that my luggage was at the curb and I was leaving in 5 minutes she had a price for me that I had been willing to pay since I arrived. Three trips to the front desk with no cooperation at all. So -- she tracks me down on the curb and tells me that it will be $15.50. I tell her that is o.k.; however, I had NO coffeemaker in my room and hardly any assistance with my package and they need to comp me out something since the guy that printed my receipt completely ignored me when I suggested same. She turned on her heel and walked away. Let me tell you something -- I have stayed Hampton Inn, Doubletree, Embassy Suites, Homewood Suites, and Hilton. I have never had this experience from a Hilton. I was expecting top-notch and my crabby self went to John Wayne Airport for a long trip back to Virginia and no coffee and feeling totally disrespected especially since I only patronize this brand, unless I am in Staunton, VA, and they are so stuck up that they can't scrape their nose of the ceiling (which is like that whole pathetic little dying town). When we have to stay in Staunton, we use the Quality Inn. They have a little more sense of reality when assessing what they are really worth. The rest of Staunton is a dying ghost town because they have run every business off because they want so much money for everything -- because, as I said, they can't scrape their stuck-up noses off the ceiling. Other than that I will continue to patronize the HHonors program and brand, but will be wary of a Hilton that blatantly ignores me and refuses to do the right thing for me. They could take a lesson from the cheaper hotels in their chain and step it up on hospitality and customer service. I've said my piece and am taking my jet-lagged self to bed!