11.28.2018
Alpay Kaya
Hilton Rockville
Mr. Kaya,
I am following
up on my voicemails and email from earlier this week. As I understand it you are, or at least were, in Texas this
week. Perhaps you did not have the
opportunity to seek out maintaining “The Hilton Guarantee” with myself or my
associates, and instead spent that time fitting yourself with a new pair of
cowboy boots or a replica Dallas Cowboy uniform. Who’s to say?
Texas presents a myriad of shopping options for the excited traveler.
If you had
taken the time to review the documents I had enclosed to you, I think it is
evident that the hotel in which you are in charge failed to execute even the
basic idea of hospitality and service on our stay on Nov 17th. As your industry is referred to as the
“hospitality industry”, I would think you would be interested in making this
right, but I am only speculating on the workings of the massive Hilton
Corporation. Most likely you are
probably even at this instant preparing correspondence to me saying, “Greg, I
cannot believe any rational human being would not have provided the four adults
the two rooms you needed because of a computer systems upgrade on our end. To think that we made the four of you
cram into the one room even though we have plenty of available rooms, you had a
confirmation for the two rooms, were Diamond Club members, and offered your
physical credit card and vehicle keys as a deposit until the computer system
was online in the morning makes not only my staff look bad but the entire
Hilton Company. Why, if any of my
supervisors knew that I had ignored this situation for days on end, it
certainly would not advance my standing in the Hilton pecking order. Greg, I am going to use this as a
teaching moment to my staff to show them how we treat our customers. I am horribly embarrassed by the
treatment you received and subsequent lack of response from our Customer
Service Artificial Intelligence. I
believe in “doing unto others” so I am going to personally guarantee that you
will be receiving two Hilton rooms and my deepest apologies for this entire
fiasco. This was our fault
entirely.” That’s what you are
probably typing right now… I can
feel it… And I can’t wait to get
that email!
Safe travels
back from Texas. If I could make a
recommendation, I would not wear your new boots on the plane. They will be uncomfortable until they
are broken in, and getting them on and off at security will be a real
hassle. There is no way a TSA
employee will want to hold the heel as you struggle out of a new boot. They, unlike all of you good people at
the Hilton Corporation, are not focused on customer service.
Have a holiday
season filled with happiness that envelopes you like a warm friendly hug.
Sincerely,
Greg Miller
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Also of note, I had received this email yesterday from Hilton...
We sincerely apologize for your recent stay experience and would like to ask a few questions about the service you received when contacting Hilton Worldwide's Guest Assistance Department. Your input is important to us and we would greatly appreciate your participation in a short follow-up survey.
To share your feedback in the follow-up survey, please click on the secure web address below.
https://survey.cmix.com/
We realize that every guest has a choice when traveling and appreciate you choosing Hilton Worldwide when you travel. Thank you for giving us the opportunity to regain your trust and for taking the time to provide us with your valuable feedback.
Sincerely,
Hilton Worldwide Guest Assistance Department
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Nov 27, 2018, 1:30 PM (17 hours ago)
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I believe we all should respond to this survey.
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