8/10 – Zeer goed
24 januari 2025
"Then you must not need a TV that badly." :-(
Whenever we travel, we look for Tru hotels to stay in because we love them! This was the first visit where I've ever had an issue, and it was really disappointing. I called the front desk to let them know that my TV was not working, and asked for new batteries for the remote control. They would not bring this to my room; I had to go down to the front desk. One of the girls at the desk gave me a replacement remote. Once back in my room, that did not work either. I opened the back of the remote to see the batteries were corroded. I returned to the desk, asked for someone to come up and look at the TV, and was told that for safety reasons they could not come up. I was offered a new room (it was now 8:30pm and I had been there since 5pm, unpacked and steaming my clothes for an early job interview the next morning), and when I said that I did not want to change rooms, one of the girls at the desk replied, "Then you must not need a TV that badly." I was appalled. This is not the Tru customer service I am accustomed to and was very taken aback. The other girl did come to my room with me, where she had to lift the TV off of the wall to unplug and reset it. She was apologetic, but it was not her who was rude and inappropriate with a simple guest request.
I hope to never have another customer service experience like this again, because it does not align with what I typically believe to be excellent customer service at Hilton properties.
Melissa
Melissa, zakenreis van 1 nacht
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