Poor Service

I saw a news bit on concierges, and it was pretty clear: They are
there to provide you with pretty much the whole shebang: Restaurant
recommendations, concert tickets (when a show is sold out, a concierge
may have the connections to get you tickets!), and yes, a tee time.

I wouldn't have thought that Hilton hotels were of this caliber, but
if you're going to offer concierge service, it seems to me that you
have to do it right, or not at all.

Well, maybe it's just me, but before I traveled to any location
intending to visit golf courses and water parks, I would have checked
out both online before I left. It's often quicker & easier to do my
own research; after all, I know what I'm looking for and what I want
to do, and I only have to look for my own info, not deal with a bunch
of other customers as well. You obviously have internet so I suggest
you try this next time you travel. You'll probably save yourself a lot
of hassle.

I wholeheartedly disagree with the other replies. As a traveler
paying to stay at hotels with Concierge service you should get what
you pay for. A concierge is offered because as a guest in that city
you may need assistance with your services while there. Concierge
employees usually make a lot of money in tips also (believe me, I know
many personally). They strive for excellence so they get big tips.
It is totally unacceptable that they did not call you back prior to
your stay to let you know of that problem. In addition, many of the
concierge's I know have personal relationships with the major car
rental places, cab companies, local attractions, theaters, courses,
etc. so they can provide excellent service (and make more tips) I
assume you've never stayed at this particular Hilton before? If you
have, maybe you have a rep as a bad tipper and therefore they won't
call in their favors for you, if not - then management definitely
needs to work out the bugs in their concierge department.

Either offer the service correctly, or don't. I also thought, why
didn't the concierge contact the LW to tell him that the golf course
was booked, but offer to contact other nearby courses? by the time LW
arrived at the hotel, it's too late to book something.

Really? That is just so far beyond wrong!

Then you know what, good tipper or not, if what you say is true, then
these people are HIRED to be at the customers beck and call, not only
if/when their palms are greased. Calling in favors and using their
alleged clout only with customers they like is favoritism - not good
customer service.

Either they're there to serve the customers or just to help those that
"help" them. It has to be one or the other - it can't be both.

And again, as you said yourself, they are there to HELP the customers
who may not be familiar with the area, not pander to their every,
unexpressed whim!

In this case, considering their travel status (less than silver?) and
the type of hotel they were staying in, I still say their complaint is
unfair.

Perhaps it's time to consider doing your own legwork.


They are not responsible for ensuring parks are open for you.
Nor are they responsible for being your personal secretary.

of unrelated attractions outside the hotel the fault of the hotel?
Why wouldn't you call to check on these things yourself??

Hilton is nice, I guess, but they aren't the Four Seasons or the Bel
Age. The level of service isn't gonna be the same.

So because you could not get your desired Tee Time thats the hotels
fault? What did you want them to do? Kick someone else off the course
to make room for you?

I realize that you called a week ahead, but depending on the course
and time of year you sometimes need to call weekS in advance. In
Florida during the winter you better call a month ahead for some
courses.