General manager Hampton Inn
Posted Thu August 16, 2012 12:00 pm, by gregg s. written to Hilton Hotels
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This complaint began as a billing complaint but after talking with the general manager at a Hilton property it has now become something more. This is an issue that occurred at the Hampton Inn South in Lincoln Nebraska. Slightly annoying at first but after speaking with Lana (sorry if mis-spelled)general manager, the slight annoyance became complete shock that a general manager of a Hilton property could take such an attitude as it relates to customer service.
Here's the situation;
- I called the location to book 3 rooms in May. I was told there were only 2 available. I told the person on the phone that I would take those for the moment but may call back if I could find 3 rooms in a different hotel in the city.
- As it turns out I did. I called back in less than an hour and spoke with the same person. He simply cancelled the reservation. Then I specifically asked for a cancellation confirmation. He told me since the original confirmation had not yet gone out that would not be necessary.
- Of course my credit card was billed over $250.00 for a no show fee by the facility. But it happens, right?
Well, here is where the slight annoyance became utter shock that a Hilton property would have a general manager that took this approach to resolving a situation such as this.
-First, I called her on multiple occaisions only to be told she was in a meeting every time. I left no less than 3 different voice mails for her on 3 different dates over the course of 3-4 weeks on the company voice mail system and never received a return call. Finally on 8/15/2012 I left her a voice mail again and this time said I have left several messages and thought I would try 1 more time to get a return call. This time she called back. All she said was,"sorry for the slow reponse time." To me slow response is a couple days, not a month, but I digress.
- Now the conversation - I explained the situation and she immmediatley said it's policy and she can't change it or correct it. After we discussed in detail different possibilities on things that may have happened she did acknowledge that the hotel may have been at fault though not likely but, even though it was possible they made a mistake I was stilll going to be charged $252.00 because it was ownership policy and she could not change it.
- I told her I was a Hilton Gold member, I travel a lot working for a global Fortune 500 Company, and in addition I book travel for my employees as well as meetings etc for my team as well as my peers. Not to mention the amount of travel across the globe for other people in my company. Her reply, "Yeah I have a lot of my people that travel a lot." That's it. As if to say so what, I don't need your business I have plenty with out yours.
- Then I explained that if I was at fault I would simply pay it and be done however in this case I specifically asked for a cancellation confirmation and was told by her employee that would not be necessary. I explained to her that my only recourse would be to contact my credit card company and enter the charges into dispute. Her answer to that was,"Yeah, it happens all the time." WOW! And this is a Hilton property general manager? This is Hilton's example of customer service? Again, WOW!
- Finally since she assumed no accountability, responsibility and certainly no desire whatsoever to resolve the matter blaming the entire thing on ownership group policy, I asked her for the contact information of someone within the ownership group who could discuss the matter further and I was told she could not give me that information but would be sure to pass along my request to her boss.
Working in a customer service field myself I would be shocked if any of my employess treated our customers like this. My only hope is that some one within the Hilton company can provide her with a little coaching and direction on what customer service truly means.
I would like someone to provide her with some coaching on how a customer should be treated and how customer service problems should be resolved and hopefully future guests on Hilton properties will be shown a little more respect and common courtesy than I was.
A call back to me to acknowlegde the matter would be a bonus but based on her attitude that is certainly not something I will expect.
On a side note I have booked my next 2 trips as well as one for my empoyees since my conversation with her and needless to say I did not book them at a Hilton property
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