The icing on the cake was that there was no hot breakfast. I am not usually picky, but come on, wipe down surfaces. The room did not seem clean to the Hilton standards we normally see.

See pictures.broken lamp shade, very grimy thermostat control, spots and stains on ceiling. As we are Diamond members, I called the day before and was able to get upgraded to a corner suite instead of a standard suite. I chose this hotel beause I was excited to find an Embassy Suites for only 29,000 points for the night. Will I recommend this hotel to my family & friends, Definitely Not! It is important for hotels and businesses in general to provide excellent customer service experience, as it can greatly impact customer satisfaction and loyalty.įirst off we are loyal to the Hilton brand. She offered me points but I didn’t accept that, I don’t need points a sincere apology will rectify things.

It’s important for upper management to ensure that their staff is trained and empowered to provide excellent service to customers. I can’t believe I was already talking to the manager because of poor customer service and lack of empathy. Can someone from the upper management pull up the recordings to listen to that call It was a huge frustration. I asked for the manager, and the one who called was in fact, the manager named Senya I hope the conversation was recorded. ( which caused me a terrible headache btw). I called back again because I got so upset that they bothered my sleep basically for nothing. My spouse called them again just to verify what was the call all about and she said that it was a mistake. I was half awake I can’t understand what she just told me because my sleep was bothered. Due to that problem we were not able to sleep soundly & then around 7:30am someone called us and reminding us about trash. We called maintenance several times and the least that they can do is to provide us an electric fan.

First, the AC automatically turns off and on & it is on fan mode only and sometimes warm air comes out from the vent. From the moment that we entered the room, we already encountered problems.

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