Monday, November 26, 2018

Nurse the Hate: It's Now The 18th Hilton Guest Correspondence Email


Sun, Nov 25, 1:09 PM (20 hours ago)
to me
Dear Mr. Miler,

Thank you for getting back to us.

We hope you'll accept our sincerest apologies for falling short on our high service standards. While we do our best to always deliver a smooth experience, it appears we fell short and did not meet expectations during your visit.

I see that a total of $150 Hilton American Express Card has already been issued to you. I understand your disappointment, and I apologize for the inconvenience this experience has caused. The Guest Assistance team is not able to offer any additional compensation at this time, other than that previously noted. If you would like to discuss your concerns further, please contact the hotel directly and speak with the General Manager, Alpay Kaya at 301-468-1100.
 Thanks for your ongoing loyalty and understanding. If you have any questions, we want to speak to you personally. You can connect with us via Chat Click Here or email.
 Best regards,

Rachelle Ann B. 
Corporate Guest Relations Specialist
Hilton Reservations and Customer Care


Greg Miller 

6:32 AM (3 hours ago)

I couldn’t be more appreciative in your quick response to my ongoing disappointment with our experience at the Hilton Rockville.  I read and re-read your second paragraph in which there was perhaps an apology but yet really seems like a machine generated response.  Ann, I’m becoming alarmed that there are no people at the end of this email, that perhaps the Hilton Customer Service Team consists not of individuals capable of reacting to complex real world problems but instead a software program with limited response options.  If so, that is genuinely going to hurt the softball team’s performance in the upcoming season.  

As per your response, I am going to reach out directly to Alpay Kaya.  I am beginning to think that your closing sentence of “if you have any questions we want to talk to you personally” might not be 100% accurate as I have provided my phone number since the beginning of this Kafkaesque journey into the Hilton Corporation’s Electronic Heart of Darkness.  Ann, who thought I would ever make a Kafka and Joseph Conrad reference in the same email to a hotel that bungled a night’s stay?  What a world we live in!

Ann, may the Good Lord bless you and your lovely family this holiday season with unlimited joy.

Greg Miller


Greg Miller 

Attachments5:14 PM (5 minutes ago)
to alpay.kaya
Mr. Kaya,

I hate to email you in the midst of your Texas trip, but I was directed to reach out to you directly after the eighteen (18) non-productive emails in the electronic dungeon of Hilton Customer Relations.  The reason I am reaching out to you is detailed on the initial letter which I sent to Hilton CEO Christopher Nassetta and copied to your Guest Relations Team.  The front desk staff of your Rockville property was put in an unusual situation due to a computer situation within the Hilton Network and frankly failed to respond in any manner in which Hilton would likely use as an example of The Hilton Guarantee, which I have seen referenced on a variety of mind numbing responses from the otherwise good people at customer service.

Mr. Kaya, as a man who has his "boots on the ground", I suspect your goal is to make sure that you keep heavy travelers like myself and my band as thinking "Hilton" when we make our reservations.  I have to tell you, I am not thinking "great hospitality" when I think Hilton at this point.  I do occasionally allow my mind to drift to your "Chesapeake Style Wings" at your hotel restaurant.  What exactly is "Chesapeake Style"?  Is it a delectable combination of spices in some sort of dry rub or is it a wet sauce that is crustacean based?  I suppose I could look it up on Google, but surely there must be local nuance that is individual to the Hilton Rockville Executive Hotel and the charming dining room at Olive's.  I eagerly await your response! 

Back to business...  I continue to maintain that we should receive two Hilton gift certificates of $138, one for each room that we had booked, in exchange for our terrible experience and now weeklong efforts to have this situation actually addressed by Hilton.  Once again, I am sorry this has landed on your lap, but sometimes that's the way it goes.  

Please see the attached.

Greg Miller


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