4/10 – Redelijk
7 november 2024
We left a pair of prescription glasses on Thursday, November 21st. We spoke to the front desk and were transferred to housekeeping, where we left a message. We did not hear back, so we called the Hilton number to contact the hotel again. The person assisting us with contacting them was disconnected three separate times. We assumed it was just a temporary glitch. After getting the front desk number from the Hilton assistant, we called again and were hung up on repeatedly; this was super surprising. After waiting a few hours again, We were able to contact the front desk, but they abruptly connected me to housekeeping before I could explain. I left another kind message explaining what day and room with a description of the glasses for housekeeping. We left our cell number again and pleaded for a call back to inform us whether they were found or not. More than 24 more hours passed with no word from anyone. One more call was made, and this time, the front desk listened and contacted someone in the housekeeping department who communicated that they would send the glasses if postage was paid for. We are so very thankful to that person. My complaint is about the hanging up on the customer and even another Hilton employee. I expected to successfully leave a message and get some kind of response. A customer should not have to work so hard to communicate with staff. Hoping for a more responsive system. Thank you.
Eileen
Eileen, reis met vrienden van 1 nacht
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