Doesn't it frustrate you to watch staff not react to situations properly, I always assume - they don't know what to do and that is the responsibility of management.
I was having a breakfast meeting. About 10 minutes into my meeting a family arrived with a small child - who proceed to scream at the top of their lungs. This situation didn't happened just once. Staff at the hotel did nothing.
After the 5th situation - I flagged down staff - who went away and came back offered me a free breakfast. I declined the breakfast - a few minutes later a manager came over offering a free breakfast. I again declined - pointing out this was like giving a fish a bicycle.
I went to settle my bill - where proudly the clerk - presented the bill with the breakfast removed.
I asked to speak to the General Manager who promised to follow-up and advise me directly - but in typical Hilton customer service 10 Days later that has not happened.
Leaders lead - In this case if senior management at the hotel staff - think so little of customers - that they do not have to fulfill their commitments - how do they expect better from their staff.
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