Hilton Honors: Book Hotels 4+

Sempre bom sono

It’s not possible to claim missing nights anymore

I chose Hilton for my business trip in London Canary Wharf for the first time because of its reputation for a great quality of service.

Unfortunately my experience was a big frustration. Starting from the service that was quite unwelcoming without even saying “hello”. Then the air conditioning in the rooms work only until 24 degrees which made me feel really cold in the bed. The room service is only every 3 days to change a bed linen which is strange for the price of 256 pounds for 1 night.

When We tried to make a check out in the last night a receptionist told me that it is not possible, so I could do it only in the morning... I travel often by work and always do check outs the night before, so this approach seemed really inflexible and not customer-oriented at all as it is a normal practice.

Then when I tried to put company details in the bill the lady made all possible mistakes: in the tax number, address, even country. I had to waste about 30 mins at the reception waiting for her to correct.

To make it even worse, she started to laugh at the mistakes in the bill with her colleague. When I made a comment that I do not find it funny as they are wasting my time because of their mistakes, she started to work hiding her badge with the hand. When asked what her name is, the lady asked back why I need her name. I had to ask several times for her to show me her badge, that she finally did.

When I tried to call to speak with Management through reception they just simply hang me to wait without transferring the call. Finally I managed to speak with some shift Manager. I explained him the situation and said that I am very disappointed with the lack of service. He said that I should send a message to the front desk so all the receptionists will see what this employee did. I did not want to humiliate her, apart from that he did not do anything.

I also spoke with a Calle Center Management Assistant during a check out who after listening me said that Hilton offers the best service... Unfortunately the Management and the staff does not care about customers at all, only about receiving money.