I had to take the time to send this letter to share with you my experience of staying at the Hilton on Kearny on Valentines Day.
Let me start by saying it was my first time at any Hilton, so my excitement was stomach fluttering; I put so much effort into planning this day and was very much excited about my first stay at the Hilton!
That morning I called ahead to get driving directions which Donna was very nice and helpful in transferring me to Concierge who gave me great directions leading straight to the Hilton with no problems at all.
Upon my arrival, Valet who generously offered to park my car as I proceeded to check in at the front desk approached me. Steven confirmed my reservation, which I paid in full at the time I reserved the room two days before on Hotwire, greeted me. He then inquired on the room of my choice; smoking or non-smoking asked for a credit card and left the counter to go to the back advising me he needed to check to see if he could get me a good room? Steven returned quite quickly advising me quite smugly he could not accept “that kind of card”, and I would have to have $250.00 cash deposit to check-in. At that, very moment I believe my heart stopped beating. I advised Steven that I was not aware of such a large deposit and nowhere in the confirmation did it specify that and I asked to speak with the Manager or Supervisor on duty.
Steven, without hesitating immediately said there was NOT anyone I could speak with that was Hotel policy. I asked him was he sure there was not a Front end Supervisor or Manager on duty or ANYONE I could speak with he said NO, gave me back my ID and said I could not check in.
Upset and almost in tears, I walked away and went back to my car to regroup. Here I was on Valentines Day trying to do something romantic and I had my Valentines flying in from Atlanta in 2 hours to meet me.
The only thing I could think of was to call the Hotel from my car. Once “Scott” answered, I immediately asked for a Manager or Supervisor on duty. Scott replied, “I am the supervisor on duty”. I was stunned. I had just walked outside not even 1 minute ago and told there was not a Supervisor there. Without telling Scott what has just happened I explained to him that I was unaware of such a large deposit, that the room was fully paid for. Scott too explained that Hotel policy was indeed $250 deposit for any damage, phone charges, and room service. I explained to him that I only needed room for romantic evening, no phone or room service was needed as I had just explained the same exact thing to Steven. Scott then asked me to hold for a moment, returned and said that I could check in and explained I could not use phone or order room service. I assured him that was fine.
I never left the front of the Hotel mind you. I nervously approached the front desk and greeted by Scott, who I remembered, was at the front desk when I initially attempted to check in three people down helping another guest, when I had just asked to speak with him a few minutes ago, and advised there was not one. I extended my hand to thank him and began to cry. I then told him what had just happened and that I felt like Steven was inconsiderate by blatantly lying and made me feel like he did not want me to stay there. Scott apologized immensely, stating that he indeed see me when I had just came in, heard a little of my conversation, but was UNAWARE that I had requested to talk to Manager or Supervisor. He said, “We are in the business of hospitality, and it is not our intent to make you feel uncomfortable or unwanted no matter what, and Stevens behavior by lying was unexcused.” He insisted on upgrading my room and asked if I needed anything else.
I did ask to leave a key for my guest that would be joining me later, Scott had me sign his name on my room receipt and told me, “Have a great stay!”
I’ll make the arrival of my date a short story, because I’m still 4 days later so very hurt, upset, and appalled at the treatment he received when he arrived, there was a problem with him getting the key, because they were harassing him about what had happened earlier 3 hours ago regarding the deposit. “OOOHHH MYY GOOOD”, I could not believe this. Eventually, after talking to Hannah he was able to join me.
Without a doubt, the pedestal that I had the Hilton on is crushed. I am not at all saying that I do not understand that there policies and procedures to be followed. However, when you blatantly LIE and make a customer feel like their business is not good enough, that is horrible customer service.
I will continue to ask myself why was Steven so abrupt and refused to let me talk to the Supervisor when he was right there standing three people away from him at the front desk.
I will continue to wonder why my guest was harassed after I thought the problem was resolved 3 hours after my check in.
The only answer I came up with is that I was African American.
I also assure you, I WILL NEVER AGAIN stay at any Hilton Hotel and make sure I tell everyone of my horrible and unexcused treatment I received from the Hospitality staff at your Hotel.
I thank GOD for Scott on my Valentines Day it ended up being beautiful, and Susan was very delightful the next morning as I checked out. However, there is an abundance of opportunity for etiquette training at the front desk.
Read Next Complaint >>
