from Oxnard, California
Submitted on 12-31-2016
First, I would like to praise Mr. Jesus for being so delightful bringing us a menu to the sister property, Homewood suites, that we stayed at the night prior to our scheduled stay at Hilton Garden. He really went above and beyond the call of his position. He is an amazing asset to the Hilton brand. As was the young server, Laura. She was polite, friendly, and treated my family very nice. It was highly appreciated the delivery of food. She is a definite asset to the Hilton family as she stayed pr...
First, I would like to praise Mr. Jesus for being so delightful bringing us a menu to the sister property, Homewood suites, that we stayed at the night prior to our scheduled stay at Hilton Garden. He really went above and beyond the call of his position. He is an amazing asset to the Hilton brand. As was the young server, Laura. She was polite, friendly, and treated my family very nice. It was highly appreciated the delivery of food. She is a definite asset to the Hilton family as she stayed professional at both properties.
My family had a reservation scheduled to check in today. However, due to the poor unprofessional treatment of a Mr. Bruno, said to be the Asst. GM/Front desk director, we chose to cancel our reservation. Which in his own response was "Please." As in "Please cancel your reservation." I was appalled at the lack of professionalism, & empathy.
We stayed the night prior at the sister property Homewood suites. So the following morning, I phoned over to see if they might have an early check in avail. The young lady at the front desk said, "Yes." This was perfect! We were excited to check in early as we had a local event to get ready for. She then rudely said "Oh, by the way, your credit card declined for a pre-authorization. So, I need a new card when you get here." I informed her that it is not usually common for most the properties I stay at to pre authorize before I even check in. That of course I would provide another card upon arrival, that I am at the property next door. The reservation was booked with a card I had to cancel due to theft.
My thought (I was being judged by the Credit Card not pre authorizing). That was the only way I could justify why I would be TOLD so rudely.
What happened to customer friendly? ("Yes, we do have a room avail. now, also we noticed your CC on file may be outdated, possibly a new card? Upon check in we would just need to update it; however, we recommend updating the card you have attached to your Hilton Honors to avoid any future issues.") A response of that nature would have made me feel valued, and not like a second rate guest.
Not even 10 min. after hanging up the phone. I received a call from Mr. Bruno. He asked for me. He then went about I was told you wanted me to call you. (The front desk agent must have sensed my frustration). I told him I did not leave a message or request a call from him; however, since I had him on the phone that I wanted to inform him of the unprofessional approach of the demand for a new CC (credit card). I informed him that of course I was coming to check in, and it was disclosed that I was at the sister property next door, so of course a new CC would be provided. I even went in to detail that it had been stolen, that I have not had a chance to update the CC info attached to my Honors. He then talked over me, rudely telling me that it is policy to run a pre authorization, and that I should have booked my reservation with a Valid CC. He said "So just to verify your giving a new card at check in." I was so stunned. Not only was he rude, talked over me, and apparently didn't even listen to me. He was still asking for a new CC. I stopped him, telling him that his unprofessional manner was appalling. That I had already disclosed the nature of the CC and have repeated myself that of course I would. I then told him that I don't even know if I want to stay with you, I think I might just cancel my reservation. He then said "Please!" I was shocked. I even said did you really just say PLEASE for me to cancel my reservation?! He said yes, I can do it for your now. Then told me he is going to call corp. to open a guest complaint about my being upset. Wow, I told him that is not necessary as I will speak with your GM myself. Are they avail.? No your going to have to wait till Tuesday. Then he said I am going to hang up now.
I spoke to corporate only because I feel I may not be the only person who has been treated this way. However, I feel that the rude behavior of the Front desk agent is clearly a reflection of behavior learned by upper management.
I will NEVER stay at the Hilton Garden Inn Oxnard. I do not recommend them due to the unprofessional nature of the front desk, and management. This is a shame as this was a scouting trip with my family to view the properties for multiple events coming in the new year. Beautiful property, lovely hall, and great location. A property is just a property without the Heart (the staff). Changes really need to be made.