I stayed at your hotel last Fri. Night, Oct. 27. I am not staying there again. I have stayed at your hotels many times. I just took the on line survey your company sent. I rated you as extremely dissatisfied in all areas pertaining to the service I received.
To start I dislike it when I call your hotel long distance and then am switched to a calling center that I should have been given a 800 number to. The Hilton Hotel chain should pay for such a call. When I call direct I want to speak to someone who has knowledge of the hotel, area and ground transportation.
I specified a quiet room where I can get a good nights sleep. Your front desk had me in a room facing BART (trian). I specifically said I did not want this.
I told the call center and then called back to the front desk on the day before arrival that I need to be taken from the hotel 2 to my meeting 2 miles away. The driver and I got in the shuttle but he shut off the engine for he wanted a map.
Your people tried Map Quest but had some kind of computer problem. Finally one of your people said they know where the location is.By the time I got there I was late. This made me look unprofessional.
The driver agreed to pick me up at 10-pm. I told him I did not have a cell phone nor did I have the hotel's tele. Number. He did not pick me up. I was unhappy when I got back to the hotel by myself.
Also there was no shaving cream and razor in the hotel.
There was noise coming from the vents.
The batteries on the TV remote died.
At 7:40am on Sat. Oct. 28 your people could not find the car keys. Then the first car had some sort of mechanical problem.
The biggest problem were the dozens of young teenage girls from a soccer league staying at your hotel. They were running around unsupervised. Your front desk did not answer the phone. I had to change and go down in person to complain. This problem was plainly visible from the front desk that there were young girls flying in and out of rooms along the courtyard that had opened doors eating pizza. I had to call twice. It was past midnight when things quieted down. It is more likely the girls got tired and went to sleep than your people did anything to stop this for I called two other times (and got through).
At 1:15am outside my 3rd floor room I observed 4 drunken college aged Euro-American males drinking beer, yelling. 2 of them were urinating in public. Mr. Cano I booked into a quality hotel I have stayed at before that has successfully that has provided me with good nights of sleep. As if the bad shuttle service, and girls running wild was not bad enough, this sight is more like what would be found at a skid row flop house!
I dozed off x3 in class on Sun. Due to getting only 1 hr. Of sleep on Sat. Night. Since this was a trainer's certification course they used me as an example of what to do about people who fall asleep in class. I was embarassed in front of my colleagues. Here it is a week later I still have not caught up on my sleep lost at your hotel and I am forced to travel again. I have had an unproductive week.
I want to know what you will do about these problems your people created for me?
Your particular Embassy Suites is substandard in service compared to other Embassy Suites and Hiltons.
Later I complained to Hilton Pres. And COO Mark Hart. He delegated the repsone. They did not respond. I called Stacy Shearouse who was suppose to be handling the complaint. She did not return my call or email. Eventually I got a reply from a Rhonda Captino who wrote - "this is just awful, what a dreadful experience!!! And I'm most distressed to hear that you've been a guest at this property often! What in the world might we do? Also going forward, if you must be in that area and need to stay at that property, I would like to be involved in the reservation process! We'll get things turned around, I'm certain!"
I wrote back asking why they deserve a next time, when they have not even satisfied my complaint for this time. I was blown off. I complained to Pres. Mark Hart and was blown off.
My advise is don't stay at Embassy Suites or Hilton! Tell your friends.
0 comments