Let me start by saying that I am on a quick overnight business trip sitting on the bed writing this review. The hotel is nice enough - clean and quiet. Check in was easy and the desk clerk was pleasant. I had to write this review because I find myself very disturbed by a comment made by the young woman who just delivered my room service. When ordering my food I noticed that there is an 18% service charge and a $2.00 delivery charge - no problem. When the woman delivered my food I said to her that I understand that tip is built into the bill, I signed my name and said thank you. She kinda looked at me like I was crazy which I didn't appreciate but whatever. I walked her to the door and said thank you again and goodnight. She had the audacity to look at me and say I would have a good night if I was paid more. Ummm, what does that have to do with me I thought. I did an awkward chuckle, closed the door and was on the phone shortly thereafter making a call to the manager (who left for the evening).
At the time of the delivery I was reviewing resumes for a customer relations position and thinking about the qualities I like to see in candidates and what I don't like. I need people who understand that it really is all about the customer and their experience. That woman could never work for me. This woman really needs to understand that customers don't want to hear your crap - complain to your co-workers or your friends. As a customer I did my part, I paid for a service and treated you with respect. Now do your part and deliver the service with a smile. If you feel like your underpaid do something about it - this is the land of the free after all. I am a huge Hilton fan, I've made Diamond status every year for several years and I'm never staying here again. It's difficult enough traveling solo and being away from family. I'll be darned if I'm going to be made to feel terrible at hotels that I choose to stay at.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 December 2011
Thank you so very much for sharing your experience with us. We greatly apologize that you had this experience. This is not the reflection we wish you to have on our hotel or the Hilton Brand. We would greatly appreciate the opportunity to speak with you personally about your experience... if you would be inclined to contact me at the hotel at 717.334.2040 or via email at Christina.Turley@hilton.com
Our staff does take pride in their work and many team members have been here for many years. We have many returning guests based solely one the treatment they receive from our staff and the family feel we have here. We have addressed this concern however with the particular team member on that evening and again, greatly apologize for your experience. We are pleased however that the other parts of your staff were comfortable and enjoyable.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC